The Conversations tab is your central inbox for managing every message across all channels — SMS, email, Facebook, Instagram, and more — without switching between apps. This guide covers the layout, key features, and how to get the most out of it day to day.
The Four-Panel Layout
The Conversations tab uses a four-panel design so everything you need is visible at once.
1. Inbox Panel (Left Column)
The leftmost panel is your navigation hub. From here you can:
- Switch between inboxes: All Conversations, My Conversations, Unassigned, and Starred
- Access saved views and custom filters
- Open the Team Inbox (visible to users with full access permissions)
2. Chat List Panel
The second column shows all conversations matching your selected inbox or filter. From here you can:
- Sort conversations by newest or oldest activity
- Select multiple conversations to bulk mark as Read/Unread, Star/Unstar, or Delete
- Use the Filter icon to narrow by channel, tags, owner, and date — with AND/OR logic
The unread count updates in real time as new messages arrive and conversations are marked read, so you always have an accurate count without refreshing.
3. Message History Panel
The center panel shows the full conversation thread. Activity logs, campaign events, and contact timeline entries are included. For messages sent through an integration, the message details can show which app or provider sent it — helpful for troubleshooting unexpected messages.
4. Right Panel
The rightmost panel centralizes contact context: details, custom fields, files, payments, and related records — all accessible without leaving the thread. Everything you'd find on the contact record is available here.
Filtering Conversations
Tag Filters
You can filter conversations by one or more contact tags. Select tags from the filter menu and the Chat List updates to show only matching threads.
AND / OR Operators
When applying multiple filters, you can choose how they combine:
- AND: Conversation must match all selected filters (narrower results)
- OR: Conversation can match any selected filter (broader results)
For example: show conversations from Email OR WhatsApp channels, or from a specific owner AND tagged as "Hot Lead."
Email Composer
The email composer has two modes depending on what you're doing:
- Full-view composer: Expand to a full-screen layout for longer emails. More space for formatting, attachments, and reviewing before you send.
- Inline reply: When replying to an existing email thread, the composer opens directly below the active message so the conversation history stays visible. Click the delete icon (X) in the composer toolbar to close it.
Unread Message Indicator
When you open an unread conversation, Captivation Hub automatically scrolls to the first unread message. A New divider marks where unread messages begin.
A few things to know about the divider:
- It stays visible until you reply or manually mark the conversation as read
- It persists if you leave and come back to the conversation
- It only appears for messages received after April 23, 2026
Keyboard Shortcuts
A few shortcuts to speed up your workflow in Conversations:
- Use keyboard navigation to move between conversations in the Chat List
- Shortcut commands are available in the composer for quick formatting actions
Check the Shortcuts menu within the Conversations tab for the full list.
Frequently Asked Questions
Can I see conversations from all channels in one inbox?
Yes. The All Conversations inbox shows every thread regardless of channel. Use filters to narrow by channel type if needed.
What does the unread count show?
It reflects the number of conversations with messages you haven't read. The count updates in real time and adjusts as you mark conversations read or new messages arrive.
Where do I find contact details while I'm in a conversation?
In the Right Panel (the fourth column). It includes contact info, custom fields, files, payments, and related records — no need to leave the thread.
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