> ## Documentation Index
> Fetch the complete documentation index at: https://docs.z360.biz/llms.txt
> Use this file to discover all available pages before exploring further.

# Manage Conversations in Z360

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### **Overview**

Efficiently managing conversations is key to streamlining your workflow and improving response times. This guide will show you how to view, search, filter, assign, and organize conversations within Z360, helping you stay on top of all communication tasks.

### **Accessing and Organizing Conversations**

#### **Access Search Conversations**

To quickly find a conversation, use the **Search** feature. You can search conversations by:

* **Name**
* **Email**
* **Phone Number**

Simply enter the relevant information into the search bar, and Z360 will display matching conversations.

#### **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)

Click on the **Filter** button to access these options and customize your view.

Unread conversations are visually emphasized in the conversation list so new customer activity is easier to spot. Use the unread filter when you want a focused queue of conversations that still need review.

#### **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 all conversations on the current page and perform bulk deletion.

### **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**

This comprehensive view ensures that you have all relevant information in one place.

#### **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.

#### **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.
* **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**: Group conversations by type (email, phone, etc.) to keep your workflow organized.
* **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.