The Conversations module has been completely redesigned to offer a faster, more intuitive, and user-friendly experience. Every element of the interface has been refined for clarity and responsiveness, allowing teams to manage messages, collaborate, and access context seamlessly. The new design introduces significant performance improvements, advanced filtering options, and a refreshed email composer for a smoother, more efficient communication experience.
The redesign introduces a four‑panel layout, a unified right panel for contact context, advanced filtering (tags + AND/OR), and an upgraded email composer that supports full‑screen drafting or inline replies.
Understanding the benefits helps admins and agents decide when to enable the new UI and how to use it day‑to‑day to move faster with higher accuracy.
Performance improvements: Measurable gains across the module.
Better responsiveness: Actions now respond ~70% faster, meeting Google’s “good” web‑vital benchmarks.
Quicker navigation: Page navigation is ~35% faster.
Lower memory usage: Memory consumption is reduced by ~18%, improving performance across all devices.
Single‑screen context: Contact details, documents, payments, and activities live alongside the thread for fewer clicks.
Precision filtering: Tags plus AND/OR operators create focused queues you can save as views for one‑click access.
Flexible composing: Full‑screen email for long drafts; inline replies for quick responses.
Built‑in collaboration: Internal comments and @mentions keep team discussion private and organized.
The redesigned Conversations module introduces a four-panel layout for improved organization and clarity. These panels are collapsible, so you can adjust your workspace based on your preference:
To collapse or expand the Inbox Panel, click the collapse icon located in the middle of the left panel.
To collapse or expand the Right Panel, click the tab icon on the right edge of the screen.
This flexibility helps you create more reading or reply space when needed.
The Inbox Panel controls which set of conversations you’re viewing—personal, team, or internal chat—so you can switch context quickly without changing pages.
My Inbox: Conversations assigned to you or followed by you.
Team Inbox: All conversations within the account (requires full data access).
Internal Chat: Private, team‑only discussions separate from customer threads.
Access notes:
Accounts with Assigned Data Access see My Inbox and Internal Chat (not Team Inbox).
Users with full access permissions can view/manage all three.
The Chat List Panel is the second column in the Conversations layout. It displays a list of all conversations based on the inbox, folder, or filter you’ve selected from the Inbox Panel. The Chat List Panel shows the threads matching your current inbox, folder, or saved view so you can scan, select, and take bulk actions quickly.
Check the select box at the top to enable bulk actions: Mark as Read/Unread, Star/Unstar, Delete.
Sort by newest/oldest activity.
Use the Filter icon for channel, tags, owner, and date filters—supports AND/OR combinations.
The Message History Panel is your main reading and reply area. It supports multi‑channel timelines, quick replies, and message‑type filtering to find context fast.
Read the full history across Email, SMS, WhatsApp, Facebook/Instagram messages, and Internal Comments.
Filter the visible timeline to focus on specific items (see next section).
Choose the best channel for each reply without leaving the thread—ideal for moving a conversation from SMS to email, or adding internal notes.
Open the channel selector in the composer to switch between available channels.
Select Internal Comment to add a private note (customer will not be notified).
The composer provides the tools to write clearly, attach files, and send through the correct channel—all from the bottom of the conversation.
Text formatting and Inline Reply Composer opens directly below the active message, keeping context visible while replying.
Full-screen mode for long replies
File attachments and links
Quick send using the send icon on the right
Replies send via the selected channel in the composer
Timeline filters help you isolate specific parts of a long thread—like only emails, only internal notes, or only activities—so you can find context quickly.
Use the message filter at the top‑right of the timeline to show:
All messages
Conversations (direct exchanges with the contact)
Activities (appointments, updates, etc.)
Email / Internal Comment / Contacts / Opportunities / Payments / Invoices / AI Action Logs
Use the search bar within the filter menu to locate message or activity types faster.
The Right Panel centralizes contact context so you can view and edit details, files, payments, and related records without leaving the conversation. Everything that was available on the Contacts page - including custom fields, folders, and actions — is now integrated into this panel, giving you full control and visibility while chatting with a customer.
What you can do from the Right Panel:
View and edit contact fields, custom fields, folders, tags, and owner
Create/view opportunities, appointments, invoices, and payments
Switch tabs such as Contact, Activities, Associations, Documents, and Payments
You can now filter conversations based on tags, allowing precise segmentation by category or workflow.
Examples:
View all conversations tagged as High Priority
See all leads marked with Follow-up Required
Multiple tags can be applied simultaneously for refined control.
The new filtering system supports conditional operators, giving you flexibility to combine multiple criteria:
Use AND to display conversations that meet all selected conditions.
Example: Conversations tagged High Priority AND assigned to you.
Use OR to display conversations that meet any of the selected conditions.
Example: Conversations from Email OR WhatsApp channels.
This makes it easier to build complex filters that match your specific workflow — from isolating urgent support requests to reviewing multi-channel campaigns.
The email composer in the redesigned Conversations module has been upgraded for a clearer, smoother, and more flexible writing experience.
You can now expand the composer into a full-view layout to draft longer or more detailed emails comfortably.
This provides more space for formatting, adding attachments, and reviewing your message before sending.
When replying to an existing email thread, the composer automatically opens directly below the active email.
This layout keeps the context visible while you type, helping you stay focused on the conversation history.
To close or exit the reply composer, click the delete icon (?) on the right side of the composer toolbar.
Keyboard shortcuts speed up navigation and replies. Open the shortcut panel anytime to discover available actions and, where supported, customize mappings.
⌘/Ctrl + K — Global search
⌘/Ctrl + Enter — Send message
⌘/Ctrl + Shift + E — Toggle full‑screen composer
Press ? in Conversations to open the full shortcut list
Q: Do my saved replies, templates, and signatures carry over?
Yes. Existing canned responses, templates, and signatures continue to be available in the new composer.
Q: Can I customize keyboard shortcuts?
Press ? to open the shortcut list and is not customizable.
Q: Are filters available for all channels, and can I filter by channel?
Yes. Use the Filter icon to include/exclude channels (Email, SMS, WhatsApp, etc.). Combine with tags and owners using AND/OR.
Q: Can teams share Saved Views created from filters?
Saved Views can be created for quick access. Sharing/visibility depends on your workspace configuration and permissions.
Q: Does the new experience change workflow automations or triggers?
No. Workflows and campaign triggers tied to Conversations continue to function as before.
Q: Where do I find Internal Comments and mentions?
Choose Internal Comment from the channel selector to add a private note and use @mentions to notify teammates.
