Conversations

You will be able to turn social engagement into conversations, leads, and opportunities — all from one inbox. With Social Comments in Conversations, comments on posts published through Social Planner now appear directly in the Conversations Team Inbox, alongside SMS, email, and DMs. Your team can respond to comments, continue conversations privately, identify high-intent leads, and automate follow-ups without switching between platforms.

You will be able to search for any word or phrase across your Conversations inbox, and within a single conversation. Until now, finding a specific message meant scrolling through the thread manually or guessing which contact had said it, and as accounts grew this became slow and unreliable. With keyword search, you can pull up the right conversation and jump straight to the exact message in seconds.

We're expanding the filtering capabilities in Conversations with six new filters, giving users more control over how they organize and manage their inbox. Users can now filter conversations by Channel Account, Last Call Status, Contact Type, Opportunity Pipeline, Opportunity Stage, and Opportunity Status. Previously, finding conversations associated with a specific phone number, missed call, or opportunity required manually scanning the inbox or switching between Conversations, Contacts, and Opportunities. With these new filters, teams can quickly narrow down their inbox, identify conversations that need attention, and take action faster. All six filters can also be combined with existing filters using AND/OR conditions.