How to view customer conversations

    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

    To view customer conversations, navigate to the Conversations tab in your GEVADE CRM dashboard. The inbox displays a list of all your active threads on the left, and clicking on a thread will show the full conversation history on the right.

    Who this article is for

    This article is for all GEVADE CRM users who need to interact with customers, including sales reps, support staff, and account managers.

    Overview

    The Conversations inbox is your central hub for all customer interactions. Knowing how to efficiently navigate and view these conversations is crucial for providing timely and effective support or sales follow-ups.

    Step 1: 1. Access the Conversations Inbox

    Log in to your GEVADE CRM account and click on the Conversations tab in the main navigation menu.

    Step 2: 2. Understand the Layout

    The inbox is typically divided into three main sections: - Left Panel: The conversation list, showing recent threads. - Middle Panel: The active conversation thread, showing the message history. - Right Panel: Contact details and quick actions for the selected contact.

    Step 3: 3. Select a Conversation

    Click on any conversation in the left panel to load the full message history in the middle panel. Unread messages will typically be highlighted in bold.

    Step 4: 4. View Contact Information

    While viewing a conversation, check the right panel to see the contact's details, tags, active campaigns, and past appointments. This provides valuable context before you reply.

    Configuration note

    By default, the inbox shows recent conversations. You may need to use the search or filter options to find older threads. If you are working in a team, ensure you are checking the correct filter views (e.g., 'My Conversations' vs. 'All').

    Important clarification

    Forgetting to check the 'Unread' tab specifically, causing new messages to be overlooked in a busy inbox.

    Resolution guidance

    I can't find a specific conversation

    Ensure you don't have an active filter (like 'Unread') that is hiding the conversation. Switch the filter to 'All' and try searching again.

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