How do I use the Conversations inbox in ASNSpark! CRM?

Conversations is your team's shared inbox. Texts, emails, Facebook and Instagram messages and website chats from families and referral partners all land here, so you can reply from one place and see the full history with each contact.

How the screen is laid out

Conversations has four panels from left to right. You can collapse the panels on either side, or drag the dividers between them to make a panel wider. Your layout is saved automatically.

1. Inbox: choose which messages you are looking at.
   • My Inbox shows conversations assigned to you or that you follow.
   • Team Inbox shows every conversation in the account. You only see this if your user role has full access.
   • Internal Chat is private messaging between your team members. Contacts never see it.
2. Conversation list: every conversation that matches your current inbox or filter. The unread count updates in real time.
3. Message history: the full timeline with that contact, across text, email, social messages and internal comments. This is where you read and reply.
4. Contact details: the contact's information, documents, payments and recent activity, so you can update a phone number or email without leaving the conversation.

Reply to a message

1. Click a conversation in the list.
2. Use the channel selector in the reply box to choose how to reply: text, email or another connected channel.
3. Type your reply, attach files if needed (you can paste images straight in) and send.

For long emails, open the reply box in full-screen mode.

Leave a private note for your team

In the channel selector, choose Internal Comment. Type your note and use @ to mention a teammate. The contact is not notified and cannot see it. This is useful for handing off a family inquiry to your intake coordinator.

Find conversations faster

• Click the filter icon above the conversation list to filter by channel, tag, assigned user or date.
• Combine filters with AND (must match all) or OR (match any). For example, "Tag is Private Pay AND unread".
• Use the checkbox at the top of the list to mark several conversations read or unread, star them or delete them at once.

Catch up on unread messages

When you open an unread conversation, it jumps to the first new message and marks the spot with a New line. The marker stays until you reply or mark the conversation as read.

Call recordings: click View Transcript on a call to read it in the message history while you update the contact's details on the right.

Have a question about your own account? Submit a ticket and our team will follow up.