Conversations
Read supported message threads with customer context, prepare a reply and check its result.
Updated September 27, 2026 2 min read
A useful reply depends on what the customer already asked and what your team promised. Conversations keeps supported messages with their customer and opportunity context, so the next person answering can continue the discussion. Open Conversations to find a thread, review its history and prepare a response.
What you do here
Read the thread with its full history, write a reply, assign a follow-up, and link the conversation to the contact and opportunity it belongs to. Filters for assignment, campaign, and follow-up state keep a busy inbox searchable instead of just long. Replying walks through the filtering, sending, and linking in detail.
How a reply goes out
A reply you type yourself goes straight through the communication sender, with an idempotency key and a receipt attached so a retry can never accidentally duplicate it. A reply the assistant drafts for you is different only in that it waits as a staged proposal until you approve it; once approved, it runs through that exact same send service. See Approvals for how that review works.
Where this sits relative to Intake review and Today
Intake review is intake for whatever has not been worked yet. Today is the ranked subset of everything, across the whole workspace, that should happen right now. Conversations is specifically where the actual reply gets written, once you've decided this is the thread that needs one.