Conversations

How Lead360 helps

Lead360 brings supported customer channels into one contact-aware inbox. Staff can review the full thread, assignment, delivery state, attachments, and call context before replying, while Ask360 can summarize the conversation and prepare a response for human review.

When to use this area

Use Conversations to understand what a customer asked, continue an existing thread, review a missed call or recording, and keep ownership clear across the team.

Before you begin

• Confirm the contact and channel before reading or replying.
• Review the latest messages and earlier commitments in the same thread.
• Check whether the conversation contains sensitive data, attachments, recordings, or payment information.

What appears here

1. Conversations brings email, SMS, calls, website chat, and supported social messages into the exact contact and sub-account context.
2. Unread state, assignment, timestamps, attachments, call recordings, and channel delivery status help staff understand what happened before replying.

Review before responding

1. Open the correct contact and read enough of the thread to understand the request, commitments already made, and any unresolved question.
2. Confirm the intended recipient and channel. Treat recordings, attachments, payment details, and personal information as private.
3. Search or filter the inbox when the contact or thread is not obvious; do not guess between similar names.

Prepare follow-up

1. Draft a concise response that answers the latest message, preserves the business tone, and states the next action.
2. Check links, appointment details, amounts, dates, and promises against live records.
3. Sending, calling, marking a thread read, reassigning it, or changing the contact requires the normal page action or a separately supported approval.

Use Ask360 here

Ask360 can find the authorized conversation, summarize it, identify requests and commitments, and prepare a response draft. This Help flow never sends a message, places a call, changes assignment or unread state, edits a contact, or turns the request into an unrelated business report.

Confirm the result

A completed Conversations workflow should be visible in the product area that owns the final record. Use these checks before relying on the result or moving to the next customer-facing step.

• Confirm the recipient, sending channel, and message body.
• Open links and recheck dates, amounts, appointment details, and promises.
• After sending, verify the delivery state and that the message appears in the intended thread.

Troubleshooting

The conversation is missing

Search by contact name, email, phone number, and channel. Confirm that the correct sub-account and inbox filters are active.

A reply did not deliver

Review the channel delivery state, provider connection, sender configuration, consent status, and any returned error before trying again.