One conversation, its history, and the box at the bottom
The thread view on screen. Everything said to this customer, in order, with the reply box underneath it rather than on a phone in your pocket.
Watch
What it does
What is on the screen
The whole history is above the box
Scroll up and last month's exchange is there. You never reply to a customer without seeing what was promised before.
You send from where you read
The reply box sits under the history. Answering does not mean opening another app and losing the context you have been reading.
The record is one click away
The contact, their appointments and their invoices open beside the thread, so you can check a booking mid-conversation.
How it works
Working a thread
- Click a conversation from the list. The thread opens on the right.
- Read up from the bottom until you have the context you need.
- Type in the box underneath and send. It leaves by the channel it came in on.
- Close it, and the thread stays on the contact for the next person.
Worth knowing
Worth knowing
- A long thread on a small screen is a lot of scrolling. The history is complete, which is not the same as skimmable.
- Anything said off the record stays off it. A doorstep conversation is missing here unless you add a note.
- Two people typing in the same thread can both send. It shows you who replied, after the fact.
Related
Related
Two-way texting
What texting does here beyond one conversation at a time.
Texts that get a reply back
Why the customer being able to answer is the point.
Unified inbox
The list these threads open from, and the channels feeding it.
Open one thread
Log in, open a customer you have history with, and read the thread from the top.