A Conversation is a thread of messages between customers and agents. It is important to track these messages in order to monitor and streamline the CRM journey of your business.

The Converse Desk provides you with an intuitive, easy-to-use interface. It features a familiar Inbox style, making it simple for users to begin messaging with little or no training. The Converse Desk also features intelligence that guides users to effectively manage and respond to any volume of messaging conversations.

You can interact with Converse Desks from a variety of devices. You can use it as a standalone, embed the Desk in Salesforce records, or manage conversations in your Salesforce1 mobile app. All conversations are stored in Salesforce and updated across devices as you continue any conversation.

The new Converse Desk is also customized to display details as per your user profile.  It can be configured to display the layout or information as per your profile preferences.

The Converse Desk intelligently helps you quickly find and respond to conversations. You can do the following:

• Filter conversations by standard or custom Salesforce objects.
• Review a complete Conversation History, from lead to prospect to contact.
• Sort their Inbox to find specific conversation types or a single conversation.
• Check related conversations, so they have all the information they need.

The Global Search field helps you filter all the conversations available within Converse Desk to find a specific conversation. You can type in a minimum of three letters or any three digits of a record’s phone number in the field to display possible matches to choose from.

To Search Conversations in Converse Desk:

1. Log in to the SMS-Magic Converse.
2. Click the Converse Desk tab.
3. Type the first three letters or any three digits of the phone number in the Search field.
4. Select from the displayed results.
5. The conversation list view displays possible matches.

Click to refresh the Converse Desk view and check new incoming messages.

View Conversations using Global Filters

Using global filters, you can view all conversations under specific categories. Conversations are grouped in the form of lists within the global filters. On selecting a specific folder, you can view the relevant lists that it comprises. You can also search within these lists to view specific conversations.

1. Click Converse Desk. The Converse Desk Home page appears.



2. Click any of the global filters. The relevant list view it comprises appears.



3. If you click any object, the list view appears.



4. Click a list view. The relevant conversations grouped under that list appears.
5. Now, use the following global filters to search within these lists to view specific conversations.

View Conversations using Conversation Filters

You can categorize conversations based on their status. These are known as conversation filters. All conversations that you view under these conversation filters will be a combined view using Global filters and the relevant conversation status.

1. Follow the steps provided in the Global Filter search section to open your list view. The relevant conversations grouped under that list appears.



2. Now, use the following conversation filters to search within these lists to view specific conversations.

Your last opened converse desk filtered view, conversations, and open tabs will be persisted here by the system. 

If you go to Contacts->My Contacts->All and open any contacts (for instance here, Soham Desai and Sean Forbes), and again go back to ‘All’ contacts, then the Inbox filter view and the conversation tabs, both will be persisted by the system as shown in the image above.

In addition to the default Converse Desk tab that helps you view and manage conversations, SMS-Magic Converse provides another option to view and edit conversations. The Converse Inbox provides a smaller and more compact view of all conversations.

View from Record Details

If you have added Converse Inbox to a record page such as lead or contacts as a tab, then you can view the converstions in the tab that you have added. See the SMS-Magic Converse Admin Guide for information about configuring Converse Inbox.
For example, if you have added Converse Inbox to the Contact page, then to view conversations with that contact, perform the following steps:

1. On the Salesforce Home page, click . The App Launcher page appears.
2. Under All Items, click Contacts. The Contact record details page appears.
    
   Under Contacts click and then select All Contacts to view the complete contact record list.
3. Click a contact record. The record details page appears.
4. Click the Converse Desk tab to see the conversation view under the record detail.

View from Home Page

1. On the Salesforce Home page, click . The App Launcher page appears.
2. Click Sales Console. The Console page appears displaying a narrow panel at the bottom of the screen comprising the Conversation View and the History tab.
3. Click the Conversation View. The conversation list displaying the conversations belonging to the contact currently active on the Salesforce page appears.
    
   The Converse Inbox header bar color will vary depending on your selected theme for the Converse Desk.
   The header bar also displays the notifications for all new incoming messages.
4. Click  next to the contact name and then click All. The available conversation details belonging to all records appear.

You can view individual conversation threads and perform multiple actions on them thus ensuring better customer engagement. The Converse Desk helps you view individual messages in the following ways:

• Message Reply Panel – You can view individual conversations in a separate message reply panel that provides the entire conversation trail. The reply panel is a convenient way of viewing conversation details and performing basic tasks by remaining on the same page.
• Conversation Details – The Conversation Detail View consists of two panels:
  • The Conversation thread panel in the center
  • The message composer at the bottom. 

Related Conversations, if any, will appear on the right when selected. You can pin multiple conversation detail views in this manner and easily switch between the different views.

View Message in Reply Panel

1. Search Conversations using Global or Conversation Filters. The conversation message list appears.
2. Click the contact name of the conversation recipient. The conversation reply panel appears on the right hand side of the screen.



Click next to the contact name and then click Show All Messages Sent/Received, To/From from the drop-down menu that appears. The reply pane will display all the relevant messages belonging to the selected contact. You can click Reset to revert to the default view.

3. Click the icons on the top right of the reply panel to perform the following tasks:

Icon	Description
	Click to get a detailed view of a conversation.
	Click to do the following: Assign a conversation to another user. For more details, refer to the section on Assign Conversations. View related conversations Close a conversation
	Click to execute CRM actions on a record. You can do the following: View contacts Edit Contacts Create new task Create an opportunity Create an event Create a Case CRM Actions that are made available to you may vary depending on your organizational requirements and the configurations made by your Administrator.