A Comprehensive Guide on Navigating the Conversations Tab: Tips and Tricks

A Comprehensive Guide on Navigating the Conversations Tab: Tips and Tricks

Are you having difficulty managing your conversations with leads or customers? Do you find yourself lost in the multitude of messages across different channels that come in from several contacts? You’re not alone. It can be overwhelming to keep track of all these conversations while simultaneously trying to achieve your sales targets. Luckily, navigating through the Conversations tab in your CRM system can be a game-changer, and in this article, we will guide you on everything you need to know to make the most out of this feature.


Sales have traditionally been associated with face-to-face conversations and phone calls. However, with the evolution of technology, sales have shifted towards more digital channels. Conversations often happen via email, SMS, WhatsApp, Facebook, Instagram, and other social media platforms. Managing all these channels and keeping track of the communication between your sales team and your potential or existing customers can be daunting. With the Conversations tab, you can easily access and interact with all your leads or customers in one place, saving you time and minimizing confusion.

How to Navigate the Conversations Tab

The Conversations tab is usually viewable from the dashboard or the main screen of your CRM system. When you click on this tab, a list of contacts, and threads of unread messages will be revealed. The interface is typically designed to show the contact or lead information on the left, the conversation thread in the middle, and messages from your location on the right.

Features of the Conversations Tab

Here are some of the essential features that you can find in the Conversations tab:

Assigning Contacts to a User

To stay organized, you can assign contacts to different members of your sales team. This feature ensures that everyone knows who is dealing with which contact, and the workload is evenly distributed. In the Conversations tab, you can do this by selecting a contact and assigning it to the relevant team member.

Adding Tags to Contacts

You can add custom tags to contacts to help you keep track of them easily. For instance, you can add a label such as ‘Hot Prospects’ for contacts who have shown a higher level of interest in your product or service. You can also add a tag based on their industry, niche, or any other identifiable trait.

Configuring the Do Not Disturb Option

If some of your contacts are in a different time zone, or you prefer not to be disturbed during certain periods, you can configure the Do Not Disturb option to suit your needs. This feature automatically stops incoming notifications from the app during the set time frame.

Adding Contacts to Active Campaigns or Workflows

You can add your contacts to active campaigns or workflows directly from the Conversations tab. This feature is especially useful if you want to send marketing emails, follow-up messages, or any other automation sequence to your contacts at specific intervals.

Sending SMS Messages or Using Messaging Templates

You can initiate SMS messages directly from the Conversations tab to communicate with your leads or customers. Moreover, you can use messaging templates to save time while keeping the conversation engaging and personalized. Messaging templates allow you to automate frequent messages, such as asking for a callback or requesting more information about a product or service.

Marking Messages

The option to mark messages as read, starred, or delete is available in the Conversations tab. This feature helps you prioritize urgent messages, star messages that require follow-up, and delete messages that are no longer relevant to you.

Channels Supported by the Conversations Tab

The Conversations tab typically shows messages from various channels. The messages can come from SMS, email, Google My Business, Facebook, Instagram, and soon WhatsApp.

Manual Actions for Messaging, Message Templates, and Trigger Links

Manual actions can be accessed from the Conversations tab for messaging, message templates, and trigger links. These settings enable you to customize your messaging further, enabling you to personalize messages, automate the nurture process for your leads, and track the messaging performance.

Tips to Optimize the Conversations Tab

Here are some tips you can use to optimize your Conversations tab:

  • Use the ‘Assign to User’ feature to ensure that each contact is assigned to the most suitable team member
  • Apply tags to contacts to segment them according to their industry, niche, or any other identifier
  • Use messaging templates to automate frequently sent messages and save time
  • Utilize the Do Not Disturb option to manage incoming messages and minimize distractions
  • Use trigger links to monitor email open rates and clicks on embedded links
  • Review your Conversations tab regularly to keep track of relevant communication with your target audience


Effectively navigating through the Conversations tab can significantly improve your sales team’s productivity while providing you more time to focus on important sales activities. With a better understanding of the Conversations tab’s features and tips on how to optimize it, you can manage your leads more effectively and increase the chances of closing deals successfully. Remember to access and review your Conversations tab regularly to stay on top of your conversations and respond to your leads’ needs promptly.