8.1 The Unified Conversations Inbox (Conversations): Managing All Client Communication

Purpose:

The Conversations section is your central communication command center within Close Master. Instead of constantly switching between your email program, text messaging app, Facebook/Instagram apps, and potentially others, this powerful feature brings together messages from multiple channels into one organized view, automatically linked to the correct Contact record. This is absolutely crucial for ensuring fast response times to new leads (speed-to-lead is critical in real estate!) and maintaining seamless, well-documented communication with clients throughout their buying or selling journey.

Accessing:

Click the Conversations icon (often looks like two overlapping speech bubbles) in the main left-hand navigation menu.

Understanding the Layout (Typically 3 Panels):

  1. Conversation List Panel (Left):
    • Displays a list of your recent message threads, usually ordered with the newest or most recently updated conversation at the top.
    • Each entry typically shows the Contact Name, a snippet of the last message exchanged, an icon indicating the channel of the last message (SMS, Email, FB, IG, GMB, Call Log icon, WhatsApp*, Live Chat), and often an indicator for unread messages (like a blue dot).
    • Views/Filters (Above List): Use tabs or filters to manage your view:
      • All: Shows all conversations you have permission to see.
      • Unread: Your primary action queue. Shows only conversations with new, unread messages requiring your attention or reply. Keep this clear!
      • Recents: Filters for recently active conversations.
      • Starred: Shows conversations you have manually marked as important (using a star icon).
      • Filters Button: Allows further filtering by Assigned Agent/User, specific Channel, conversations where you were @mentioned, etc.
    • Search Bar: Quickly search for conversations by Contact Name or keywords within message content.
  2. Message Feed Panel (Center):
    • When you select a conversation from the left panel, this central area displays the full chronological history of interactions with that specific Contact across all integrated channels. You can scroll up to load older messages.
    • Content includes: Sent/received SMS texts, sent/received Emails (from Close Master or 2-Way Sync), Call Logs (often with playable recordings if enabled), Facebook/Instagram DM threads, Google Business Profile chats, WhatsApp* messages, Live Chat transcripts, internal Notes, and system Activity Cards (e.g., noting an appointment was booked or an opportunity stage changed).
  3. Contact Details Panel (Right - Often Expandable):
    • Provides immediate context about the Contact whose conversation you are viewing, without needing to navigate away.
    • Shows key details like Contact Info (Phone, Email), applied Tags, linked Opportunities (showing current Pipeline and Stage!), upcoming Appointments, and DND status.
    • Often includes dedicated tabs within this panel to quickly access the contact's full Activity log, Tasks, or Notes (See Chapter 4.4). Having this context readily available is essential for efficient and personalized communication.

Using the Composer Area (Bottom of Center Panel):

This is where you actively reply or initiate communication with the selected contact.

  • Select Channel: Click the relevant icon (SMS, Email, WhatsApp*, etc.) to choose the method for your *next* message. The system often defaults to the channel of the last incoming message.
  • Compose Message: Type your message in the main text area.
  • Use Composer Tools: Enhance your message using icons:
    • Templates/Snippets (Paper Icon): Highly recommended. Quickly insert pre-written responses for common questions (e.g., property availability, showing instructions, standard follow-ups) or frequently used phrases. Saves time and ensures consistency. (Manage templates in Marketing section).
    • Custom Values / Merge Tags ({ } Icon): Personalize your message by inserting placeholders like {{contact.first_name}}, {{contact.custom.property_address}}, {{contact.owner.name}} (assigned agent), {{custom_values.showing_calendar_link}}.
    • Attachments (Paperclip Icon): Attach files like property photos (MMS for SMS), documents, etc. Be mindful of MMS size limits (See 7.4).
    • Emojis: Add emojis where appropriate.
    • Voice Notes (Microphone Icon - Mobile/Some Channels): Record and send short audio messages.
  • Send Options:
    • Send: Sends the message immediately.
    • Schedule Send (Clock Icon): Choose a specific future date and time to send the SMS or Email.
  • Internal Note Tab (Lock/Eye Icon): Switch to this tab to type private notes visible only to your internal team. Use @Agent Name to tag and notify a specific colleague about the conversation or required action. Click Save Note.

Managing Conversations:

  • Mark as Read/Unread: Replying automatically marks a conversation as read. You can manually toggle the read/unread status using an envelope icon or similar option (useful for keeping track of items you need to revisit). This affects the Unread view.
  • Star/Unstar: Click the star icon to flag important conversations for easy retrieval via the Starred view.
  • Assign Conversation: Use the dropdown menu near the contact's name (or within the Contact Details panel) to assign the conversation thread (and often the Contact record itself) to a specific User (agent/team member) for follow-up.
  • Archive/Delete: Use the ... (More Actions) menu on a conversation in the list to Archive (hide from main views but keep the history) or Delete (permanently remove the conversation thread - use cautiously).

Real Estate Use Cases: The Conversations inbox is your daily hub for instantly replying to new website leads via SMS or Email, following up on Zillow/Realtor.com inquiries, coordinating showing times via text, discussing offer details via email, clarifying client questions quickly, and collaborating internally with your team using notes and @mentions – all while maintaining a complete, centralized communication log for every contact.