How to chat with people who reach out

The inbox gathers lead conversations in one place: no need to open a messenger separately.

Steps

1. Open the inbox — it loads unread inquiries from the selected pipeline in the current branch, with search and source and assignee filters applied. Archived leads are excluded; the newest incoming messages appear first.
2. Open a lead: this marks its messages as read for all employees at once, not just for you.
3. Write a reply and send it.

The reply goes to the channel the client's last message came from. You don't need to choose the channel manually, but if it isn't configured, sending will be unavailable.

Important

Sent and received messages can't be edited or deleted. Disconnecting an external channel does not itself delete the history, but its retention period is limited by the subscription plan.

Attachments

You can attach a file to a message. The limit is 20 MB; the system rejects a larger file and tells you so.

Tip

This is our cap, not the messenger's limit: channels accept considerably more. The restriction is deliberate, so that attachments don't break conversations.

Saving to the client card

After linking a client, an employee can save an image or document from the conversation to the client card if the attachment has a file link. The button is hidden for users with the “Partner”, “Agent”, or “Guest” role. It is not shown for video or audio. If saving fails, the system tells you separately: the message itself stays in the conversation within the retention period.

Who wrote what

The conversation distinguishes outgoing messages from the other person's messages. The name of the employee who sent an outgoing message appears next to it if the author is known.

Drafting a reply

If the CRM assistant is enabled for the company, the conversation has a “Suggest a reply” button. Review the draft, click “Edit” if needed, and send it yourself. The assistant can also suggest filling in lead fields. Confirm this separately with “Apply”.

The conversation is tied to the lead

After conversion into a client, the history stays with the lead. Look for it there, not in the client card.

Linking a new number

An inquiry from an unknown number can be linked to an existing client card. This does not merge contacts: conversations from different numbers or channels stay separate.

History survives disconnecting a channel

Disconnecting an external channel does not itself delete conversations. They remain available within the retention period set by the subscription plan. If the period is not set, is zero, or is negative, 12 months applies. Older messages are deleted daily, including after CRM is disabled.