The Captivation Hub Conversations module has been redesigned to give you a faster, clearer inbox. The new layout makes it easier to manage messages, respond across channels, and keep track of every contact thread — all in one place.
What is the New Conversations Experience?
The redesigned Conversations tab introduces a four-panel layout, upgraded filtering with tags and AND/OR operators, and a modernized email composer. Everything is built to reduce clicks and help you respond quickly without losing context.
Key Benefits
- Faster load times: The inbox loads up to 60% faster than before.
- Lower memory usage: Memory consumption reduced by approximately 18%, improving performance on all devices.
- Single-screen context: Contact details, documents, payments, and activity history all sit alongside the conversation thread.
- Precision filtering: Use tags with AND/OR operators to create focused queues you can save as one-click views.
- Flexible composing: Full-screen mode for longer emails, inline replies for quick responses.
- Built-in collaboration: Internal comments and @mentions keep team discussions private and organized within the thread.
Navigation and Layout
The Conversations module uses a four-panel layout. Each panel is collapsible so you can customize your workspace:
- To collapse or expand the Inbox Panel, click the collapse icon in the middle of the left panel.
- To collapse or expand the Right Panel, click the tab icon on the right edge of the screen.
1. Inbox Panel
The Inbox Panel controls which conversations you are viewing. Switch between:
- My Inbox: Conversations assigned to you or that you are following.
- Team Inbox: All conversations in the account (requires full data access).
- Internal Chat: Private team discussions, separate from customer threads.
2. Chat List Panel
The Chat List Panel shows your conversation list with real-time unread indicators. Unread messages now update automatically — you no longer need to switch to the Unread tab to monitor new activity, which helps you respond faster.
3. Message History Panel
This is your main reading and reply area. It supports multi-channel timelines across Email, SMS, WhatsApp, Facebook, Instagram, and internal comments. You can also filter the visible timeline to focus on specific message types.
View Call Transcripts While Editing Contact Details
Call transcripts open in the Message History Panel, which keeps the Right Panel free so you can update contact details at the same time. To access a transcript, open a conversation with a recorded call and click on the call entry in the timeline.
Switching Between Channels
If you update a contact's email address in the Right Panel, the composer updates immediately. You can switch to Email without refreshing the page.
Message Composer
The composer sits at the bottom of the conversation and lets you type, attach files, and send through the correct channel. Key features include:
- Text formatting and inline reply (opens directly below the active message)
- Full-screen mode for longer replies
- File attachments and links
- Paste images or files directly from your clipboard (Ctrl+V on Windows, Cmd+V on Mac)
- Click Internal Comment in the composer to switch between a customer reply and a private team note without leaving the conversation
Filtering Messages Within a Conversation
Use the message filter at the top right of the timeline to show: all messages, conversations only, internal notes only, or activities only. This helps you find context quickly in long threads.
4. Right Panel
The Right Panel displays contact details, custom fields, tags, documents, payments, and activity history — all without leaving the conversation. Updates made here reflect immediately in the composer.
Tags Filter
You can filter conversations by tags to create focused views. Examples:
- View all conversations tagged as High Priority
- See all leads marked with Follow-up Required
Multiple tags can be applied at once for more refined results.
AND / OR Operators
The filtering system supports conditional logic:
- AND: Shows conversations that match all selected conditions. Example: High Priority AND assigned to you.
- OR: Shows conversations that match any condition. Example: Email OR WhatsApp channel.
This makes it easy to build filters that match your specific workflow.
Email Composer Enhancements
Full-View Composer
Expand the composer to full screen for longer email drafts. This gives you more room to write and format without distraction. Saved responses, templates, and signatures are all available in the full-view composer.
Inline Reply Experience
For quick replies, the inline composer opens directly below the active message so the conversation context stays visible while you type.
Keyboard Shortcuts
Press ? inside Conversations to open the full list of available keyboard shortcuts. Shortcuts are not customizable at this time.
Frequently Asked Questions
Can I filter by channel?
Yes. Use the Filter icon to include or exclude channels (Email, SMS, WhatsApp, etc.). You can combine these with tags and assigned users using AND/OR logic.
Can I share Saved Views with my team?
Saved Views can be created for quick one-click access. Sharing depends on your workspace permissions and configuration.
Does the new experience affect my workflows or automations?
No. All workflows and campaign triggers connected to Conversations continue to work exactly as before.
Where are Internal Comments and @mentions?
Select Internal Comment from the channel selector in the composer to add a private note. Use @mentions to notify specific teammates.
Why does my unread count look different than before?
The unread counter now updates in real time as messages come in, so the count reflects your actual inbox state more accurately than in the previous version.
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