Conversations puts a contact's key details and recent activity right next to the message thread. You can update a family's phone number, book a care consultation or check a referral opportunity without leaving the conversation.
The right-hand panel
The panel on the right side of a conversation can be expanded or collapsed. Switch between three views with one click:
- Contact: add or edit name, phone, email, owner, tags, campaigns and Do Not Disturb (DND) settings.
- Appointments: book a new appointment, see upcoming and past appointments, and reschedule.
- Opportunity: create an opportunity, see the contact's existing opportunities and edit their details.
Activity cards in the message thread
Activity cards are short updates that appear in the conversation timeline when something changes on the contact. No setup is needed.
- Opportunities: a card appears when an opportunity is created, updated or deleted. Click View Opportunity to make changes.
- Appointments: a card appears when an appointment is booked, rescheduled or canceled. Click View Appointment to edit it.
- Do Not Disturb: a card appears when a contact is added to or removed from DND, for one channel or all channels.
- Invoices: a card appears when an invoice is sent or paid. Click View Invoice to open it in a new tab.
- Communication preferences: changes to a contact's preferences are logged, whether the contact or a team member made them.
Who turned on Do Not Disturb?
DND cards show who made the change:
- by Workflow: an automation changed it.
- by User: a team member changed it.
- by Contact: the person opted out or back in themselves, for example by replying STOP.
This is useful when a family says they are not getting your texts.
Have a question about your own account? Submit a ticket and our team will follow up.
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