Manage conversations

Once conversations arrive in an inbox, your team works them in the Messages area: reading the thread, replying across channels, assigning ownership, and closing out what is resolved. Conversations can come from inboxes, outbound campaigns, web chat, SMS, email, and calls. This page covers the day-to-day of handling those conversations.

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Conversation list

Use the list filters to focus on:

• Unread conversations
• Mine for conversations assigned to you
• All conversations visible to you

Each row shows conversation status, source, conversation number, title or contact name, preview, and last activity time.

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Conversation details

The details panel shows:

• Status
• Source
• Sentiment when available
• Assignment
• Goal when available
• Created and last-message time
• Contacts
• Team participants
• Related appointments

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Reply to a conversation

1. Open a conversation.
2. Choose the sending channel when more than one option is available.
3. Add recipients when needed.
4. Write the message.
5. Click Send reply.

Email replies support To, Cc, and Bcc fields. SMS replies use one recipient. Web chat replies are delivered through the conversation and do not require a recipient field.

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Assignment and handoff

Use the assignee picker to assign a conversation to Clearline or to a specific team member. If the agent has handed off a conversation, a team member can take over and reply manually.

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Close and reopen

Archive a conversation when it is complete. Archived conversations can be reopened if needed, and a new incoming message can bring the conversation back into active work.