Overview
Efficiently managing conversations is key to streamlining your workflow and improving response times. This guide will show you how to use Inbox views, search, filters, sorting, adjustable panels, assignments, and bulk actions within Z360.Accessing and Organizing Conversations
Access Search Conversations
To quickly find a conversation, use the Search feature. You can search conversations by:- Name
- Phone Number
Use Inbox Views
The Inbox includes dedicated views so you can move between focused queues quickly:- Your Inbox
- All
- Created by you
- Unassigned
- Emails
- Phone & SMS
- Live chat
- Tickets
- Leads
- Notes
- Archived
Access Filter Options
Filters help you narrow down conversations to find exactly what you need. You can filter conversations by:- Type (Email, SMS, Phone Call, Live Chat)
- Status (Open, Closed, In Progress)
- Assignee (who the conversation is assigned to)
- Channel (Email, Phone, etc.)
- **Contact **(Filter by a specific contact)
- Lead form field values when available for inquiry-linked conversations
- Favorite Status (favorite or non-favorite conversations)
- Date Range (specific date or time period)
- Unread Status (only unread conversations)
Sort Conversations
Use the sort control to choose how the conversation list is ordered. Sorting can help you review newest activity first, older work first, or conversations based on the selected date field. Clear the sort when you want to return to the default view.Apply Selected Filters
After selecting your desired filters, click Apply Filters to update the conversation list. The system will display only the conversations that match your filter criteria.Bulk select Conversations
If you need to manage multiple conversations at once, use the Bulk Select feature. This allows you to select conversations in the current view and apply available bulk actions, such as assigning, archiving, unarchiving, or deleting conversations.Viewing and Interacting with Conversations
Filter by Phone Conversation
To focus on phone call conversations, you can filter by Phone Conversation. Click on any phone conversation to view the messages and respond instantly.View Conversation Details
Click on a conversation to open the Conversation Details panel. This will show everything related to that user, including:- Full conversation history
- Linked tickets
- Internal notes
- Reminders
- Past interactions
Review Form Submissions in Conversations
Form submissions now appear in the contact’s email or text conversation when Z360 can match the submitted email or phone number. This keeps the intake message, follow-up, notes, tickets, and lead history together instead of creating a separate Forms conversation. When a form is configured to follow up by phone, Z360 can reuse the existing SMS thread for that phone number. When it follows up by email, the submission appears as an email conversation for that contact. For email threads, Z360 keeps older quoted reply content collapsed behind an expandable control so the latest message is easier to review. Expand the quoted section only when you need the prior email body.Select and Take Over Conversations
If a conversation is being handled by another agent, you can take over the conversation at any time. This ensures that conversations are always addressed by the right person, and you can start replying as needed.Transfer an Active Call
During supported phone calls, you can transfer the call to another teammate or destination number when the customer needs a different owner. Confirm the recipient before completing the transfer so the customer is not routed to the wrong person. AI-assisted calls keep the customer and business context with the conversation. Outbound AI call recordings and transferred-call transcripts can appear with the call history when recording and transcription are available for your organization.Review AI Response Feedback
When AI-generated responses include feedback controls, use thumbs up or thumbs down to rate the response quality. Feedback helps your team identify helpful answers, spot weak responses, and improve AI behavior over time.Access Additional Options
Within the conversation, you’ll also have access to additional options:- Edit the user’s name for accuracy.
- View past interactions linked to the contact.
- Manage internal notes and set reminders for follow-up.
Managing Contact Information
Update Contact Information
If you need to update a contact’s details, simply click Update Contact. You can modify their name, email, phone number, and other information directly from the conversation view.Toggle Favorite Status
To mark a conversation as important, click the Toggle Favorite button. This will mark the conversation as a favorite for easier access and quicker reference in the future.Assigning and Deleting Conversations
Open Messaging Module
You can assign conversations to specific team members to ensure clear ownership and faster resolution. Simply choose the team member from the Assign dropdown and click Assign to delegate the conversation.Access Conversation Options
To focus on a conversation, you can collapse the conversation options panel. This will give you a larger view of the conversation for easier reading and faster response.Delete Conversation
If you need to remove a conversation permanently, click Delete Conversation. Be cautious when using this option, as deleting a conversation is irreversible.Tips
- Filter and Search: Use filters and search options to quickly find relevant conversations, especially when managing large volumes of communications.
- Use Dedicated Views: Start from Your Inbox, Unassigned, Phone & SMS, Live chat, Leads, or another dedicated view before adding filters.
- Save Repeat Filters: Create an Inbox view when your team repeatedly uses the same filtered queue.
- Use Mobile Filters: On mobile, switch views and apply filters before opening a conversation so the list stays focused.
- Sort Before Bulk Work: Sort and filter first, then use bulk select so the selected conversations match the task.
- Prioritize Unread Conversations: Look for unread emphasis in the list, then combine unread filtering with assignee filters for daily triage.
- Favorites: Mark important conversations as favorites to quickly access them later.
- Organize by Type: Use filters and avatar channel icons to quickly separate email, SMS, phone, live chat, and other conversation types.
- Team Collaboration: Assign conversations to team members for better organization and faster responses.
- Use Feedback Buttons: Rate AI responses when feedback controls appear so your team can improve future replies.
- Conversation History: Always check the conversation history and past interactions for context before replying or taking action.
- Check Channel State: If Z360 says the original channel was deleted or is unavailable, continue from a new conversation or reactivate the channel before replying.