How to Organize and Find Conversations in Inbox

How to Organize and Find Conversations in Inbox

Find the right thread with search, unread views and channel filters; use conversation options and clear drafts without deleting history.

Use Conversations → Inbox to find customer messages and keep follow-up organized. Available channels and business lines depend on your account's connections and permissions.

Find the right thread

1. Open Conversations → Inbox.
2. Use Search or start a chat to search by a customer's name or phone number.
3. Check All, Unread and Contacts. A view or an active search can hide a thread that still exists.
4. Click Filter by channel or line. Select the relevant SMS line or connected channel, then click Apply.
5. Open the intended conversation and confirm its contact, channel and business line before replying.

If a conversation is missing, clear the search and return to All. The filter includes SMS lines, Facebook, Instagram, WhatsApp, Live Chat and Google Review, according to your account. Apply uses your selection. Reset Default restores all default channels and closes the menu immediately; you do not need to click Apply afterward. Filtering the list does not change a message’s sending channel.

Find a message inside a conversation

1. Open the thread and click Search in conversation in its toolbar.
2. Enter a relevant word or phrase.
3. Use Previous match and Next match to move through results.
4. Click Done to close the search.

Organize follow-up

Open Conversation options on the conversation row and choose Pin Conversation to keep it easy to find. For later follow-up, open the thread’s More options → Mark as Unread, then find it in Unread. Contact History opens the contact’s history.

Use More options → Users Log to review the recorded User, Action and Date, such as who opened the conversation. This is an activity log, not a customer read receipt.

Use Notes for internal context and Media, docs & links to find shared media. See contact notes and images and files. Use Facebook/Instagram or WhatsApp setup guides if a connected channel is missing.

For other channels, see Live Chat, Google Business Reviews and replying to reviews in Inbox.

Clear an unsent draft

Click the composer's + button and select Discard draft. This clears the unsent content. It does not erase the conversation, delete the contact or change opt-out status.

Delete Conversation is a separate action. Do not use it to clear a draft or hide a filtered result. Start a new SMS conversation.

Need help?

Contact Zonitel Support with the relevant details.