How the Conversations inbox works in GEVADE CRM

    CategoryConversations
    Article typeDocumentation
    Estimated reading time 4 min read
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    The Conversations inbox in GEVADE CRM centralises all customer communications into one unified view. You can see and reply to SMS, emails, phone calls, and WhatsApp messages from a single thread, making it easy to manage customer relationships without switching between different tools.

    Who this article is for

    This article is for business owners, sales representatives, and support agents who use GEVADE CRM to communicate with leads and customers.

    Overview

    Managing customer communications across multiple channels can be challenging. The Conversations inbox solves this by bringing all your interactions into one place. Whether a customer texts you, emails you, or calls your business number, the interaction is logged in their conversation thread. This unified approach ensures that you and your team have the full context of every customer interaction, leading to faster response times and a better customer experience, where available in your account.

    Before you begin

    • Ensure you have access to the Conversations section in your GEVADE CRM account.
    • You should have at least one communication channel (e.g., phone, email) set up and connected.

    Step 1: 1. Unified Threads

    All messages from a single contact, regardless of the channel (SMS, email, etc.), are displayed in a continuous chronological thread. This provides a complete history of your interactions.

    Step 2: 2. Multi-Channel Replies

    You can reply to a customer using the channel of your choice directly from the inbox. For example, you can receive an email and reply with an SMS text message, all from the same screen.

    Step 3: 3. Filtering and Searching

    Easily find specific conversations using the search bar or apply filters to view unread messages, starred conversations, or messages assigned to specific team members.

    Configuration note

    Message delivery relies on your connected channel configurations. Ensure your phone numbers and email domains are properly verified. Usage-based charges may apply for SMS, phone calls, and WhatsApp messages depending on your account setup. Always ensure you have the necessary consent to send marketing messages via SMS or email to comply with local regulations.

    Important clarification

    Failing to regularly check the 'Unread' filter can lead to missed customer inquiries.

    Resolution guidance

    Messages are not appearing in the inbox

    Check your communication channel settings to ensure they are correctly integrated and active. Verify that the contact's phone number or email address is correct.

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    Need account-specific help?

    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.