6. Inbox and contacts
- 6.10 Understand verified and unverified contacts
Identity indicators help you judge whether a customer's email, phone number or website identity has been proven. Check the individual identity rather than…
- 6.1 Start and manage conversations
Inbox brings customer messages, team replies and private discussion together. Use it to pick up a request, understand the context and keep the next action clear…
- 6.2 Assign conversations
Assign conversations so your team knows who is responsible for the next reply. Use the assignee menu in an Inbox thread for a specific request, or enable…
- 6.3 Manage conversation statuses
Conversation statuses help your team separate active work, follow-ups and completed interactions. Choose the status that reflects what needs to happen next,…
- 6.4 Create and manage contacts
Keep customer details and conversation history together in Contacts, or use the contact panel beside an Inbox thread while helping someone. Staff can create and…
- 6.5 Manage contact attributes
Contact attributes store structured information your team needs, such as a service plan, renewal date or collection preference. Use them when a label alone…
- 6.6 Import contacts: current availability
Bulk contact-file import is not currently available in Converso. There is no CSV contact import wizard, column-mapping workflow or public API-key import route.
- 6.7 Block and unblock contacts
Block a contact when you need to stop communication while retaining the history for your team. The block applies across the business, including other workspaces…
- 6.8 Merge contacts
Merge duplicate contacts to bring their details and conversation history into one record. First confirm that both records represent the same person; a matching…
- 6.9 Use contact tags
Tags give your team a quick way to recognise and find groups of contacts, such as “Repairs” or “Wholesale”. They are shared across the business. Use a tag for a…