Managing Conversations
Open, close, assign, tag, and organize conversations.
Efficient conversation management is key to providing great customer service. Here's how to organize your inbox.
Assigning Conversations
Click the Assign button in the conversation header to assign it to a specific team member. Assigned conversations appear in the assignee's "My Conversations" filter. You can also auto-assign via Workflows.
Screenshot Needed
Conversation header showing the assign dropdown with team members
ID: inbox-assign-conversation • Suggested: 1200×700
Tags
Tags are labels you can apply to conversations and contacts for organization (e.g., "VIP", "Follow-up", "Complaint"). Add tags from the contact panel or via workflow steps.
Tip: Use tags as workflow triggers — for example, adding the tag "urgent" can trigger a workflow that notifies your team lead via Slack.
Lifecycle Stages
Track contacts through your sales funnel with lifecycle stages:
| Stage | Description |
|---|---|
| New Lead | First contact, no qualification yet |
| Engaged | Active conversation, showing interest |
| Qualified | Meets your criteria, sales-ready |
| Customer | Completed a purchase or conversion |
| Churned | Former customer, no longer active |
Comments & Notes
Add internal comments to conversations that are only visible to your team. Use the comment input below the message thread to leave notes, context, or handoff instructions.
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