Communication

Each row shows who wrote, when, the subject or chat number, and the start of the last message. Icons before the name show what the CRM knows about them.

Every conversation has one status: Open, Needs Reply, Waiting on Them, Snoozed or Done. The folders on the left filter by it. Pick a channel under Inbox to narrow any folder to that channel, for example LinkedIn and Needs Reply.

• Set a status from the ... menu at the top of an open thread (Mark as Needs Reply, Mark as Waiting, Mark as Done), with keys 1 to 5, or for many threads at once.
• Syncs set the status too. A new Gmail message from them sets Needs Reply, and one from you sets Waiting on Them. The Outlook sync sets Open on every thread it reads. The LinkedIn sync sets Open, or Needs Reply for an unread thread.
• Statuses, stars, pins, flags and snoozes are yours alone. They do not change anything for teammates, in Gmail or in Outlook.

Snooze hides a conversation until a time you pick. Until then it sits in Snoozed. When the time comes, it is back in the Inbox, still with the status Snoozed until you or a sync set another one.

A snoozed row has Unsnooze in its menu. Pin, star, archive, flag and snooze from a row all show an Undo for five seconds.

• Pin to top keeps a conversation in a Pinned group above the dates.
• Star marks it for you, and Starred collects them.
• Flag for follow-up puts a red flag on the row. There is no folder for flags.
• None of the three change the status, so you can combine them.

The box icon on a row archives it. Archive means Done: the conversation leaves the Inbox and moves to Done. On a Done row the button shows a check, and Move to inbox sets it back to Open.

• Machine mail, such as newsletters and receipts, goes to Notifications instead of the Inbox while Keep notifications out of the Inbox is on, which is the default. A thread you replied to, starred or pinned always stays in the Inbox. Nothing is deleted.
• Mark as spam is in the ... menu of a row or an open thread, when the sender has an email address. Pick the address, or Everyone at the domain. It blocks that sender for the whole workspace, so the mail syncs stop storing their mail, and moves your threads from them to Spam. Not spam lifts the block and moves them back.
• The Inbox filter hides Gmail, Outlook or LinkedIn threads with people who are not contacts. Set that channel to Only known contacts on the Communication card in SettingsPersonalMy integrations. It only hides them. They are still synced, and Show all brings them back.

Hover a row and tick the box that replaces the avatar. The bar above the list offers Mark as read, Mark as unread, Star, Delete and, under More actions, Needs Reply, Waiting and Done.

• The top checkbox selects the conversations loaded on screen. When the view holds more, "Select all" selects every conversation in the view.
• Delete only works on conversations you ticked one by one, not on a whole view.
• Delete removes the conversation from your list and asks first. It cannot be undone. For email and LinkedIn it also deletes the messages from the CRM, so they leave the contact timeline for everyone. Deleting from the bulk bar does the same for WhatsApp. Gmail, Outlook and LinkedIn are not touched.
• Mark all as read, the open envelope next to Compose, marks every conversation in the selected channel as read, whatever folder is open. It asks first and cannot be undone.

Your plan does not include Gmail & Calendar Sync. A workspace admin can upgrade at SettingsWorkspaceBilling.

You have not connected any channel yet. Use the Settings menu on that page, or SettingsPersonalMy integrations.

1. Hover the light and read the message.
2. If it has an arrow, click it. It opens the page with the fix, such as Reconnect Outlook or Resume sync.
3. After reconnecting, press Sync conversations, the refresh button next to Compose.

1. Check that the browser extension is installed and signed in.
2. Check that LinkedIn sync is on in the LinkedIn integration settings.
3. Select LinkedIn and press Sync conversations. The sync runs in a linkedin.com tab, and a message says when it finishes, for example "LinkedIn checked, nothing new".

The person is not a contact yet. Click Add to CRM on the row, save the contact, and the thread opens.

Only chats with contacts sync. Add the person as a contact with the same phone number, and their chat appears.

1. Look in Done, Snoozed, Spam and Notifications.
2. Check the Inbox filter. Only known contacts hides threads with people who are not contacts.
3. Clear the search box. Search only looks at loaded conversations.
4. Key 4 marks a conversation Snoozed with no end time. It then shows in no folder unless it is starred or holds a draft. An email or LinkedIn thread comes back when a sync sets a new status.

A sync set its status again. Gmail does that when a new message arrives. The Outlook and LinkedIn syncs can do it on any run. Mark it Done again, or snooze it.

1. Open the thread and check the Privacy row. Private means only you.
2. Pick Shared with some and add them, or pick Fully Shared.
3. They read it on the linked contact, company or deal, not in their own Communication page.