How to identify which channel a message came from

    CategoryConversations
    Article typeDocumentation
    Estimated reading time 3 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

    Look for the small icon next to each message in the conversation thread. An envelope indicates an email, a chat bubble indicates an SMS, and a phone receiver indicates a call.

    Who this article is for

    All users managing customer communications in the GEVADE CRM Conversations inbox.

    Overview

    Because the GEVADE CRM Conversations inbox unifies all communication channels, it's important to know how the customer contacted you so you can reply appropriately.

    Step 1: 1. Open the Conversation

    Select the relevant customer thread from your inbox list.

    Step 2: 2. Locate the Message Icon

    Look at the individual messages within the thread. Next to the timestamp or sender name, you will see a small icon.

    Step 3: 3. Identify the Icon Meaning

    Here is what the standard icons mean: - Chat Bubble: SMS text message. - Envelope: Email message. - Phone Receiver: Inbound or outbound phone call (may include voicemail or recording links). - WhatsApp Logo: Message received via WhatsApp (if integrated).

    Step 4: 4. Check the Channel Tabs

    When you are ready to reply, the tabs at the bottom of the screen (SMS, Email) will also indicate which channels are available for this specific contact based on the information in their profile.

    Configuration note

    If a contact only has an email address on file, you will not be able to reply via SMS, even if you select the SMS tab. Ensure contact records are complete for multi-channel communication.

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