Systemly
Back to Systemly

Conversations

The unified inbox

Channel-specific threads, one queue, and the contact context beside every reply.

One inbox for every connected channel

The Conversations workspace brings email, SMS, Facebook, Instagram, and WhatsApp threads into one queue. Select a conversation to read its messages, reply on the same channel, and see the linked contact without leaving the inbox.

Find a conversation

Search checks the subject, latest message preview, provider handle, and the contact's name or email address. Results show the 100 most recent matching threads, ordered by their latest message.

All open

Shows every non-spam conversation unless a more specific status is selected.

Open

Active conversations that still need attention or are being worked.

Pending

Threads waiting on the customer or another future action.

Closed

Resolved conversations retained for reference.

Channel

Narrows the list to email, SMS, Facebook, Instagram, WhatsApp, or web chat.

Unread badges count new inbound messages. Opening a thread clears its unread count. Threads marked as spam are hidden from the normal inbox filters.

Read and reply

  1. Select a thread from the conversation list.
  2. Review the messages in chronological order and check any visible delivery error.
  3. Write the reply. Select the AI assist control to draft from the last eight messages when AI is enabled.
  4. Select Send, or press Control+Enter on Windows and Linux or Command+Enter on macOS.

Replies are limited to 10,000 characters. Systemly records the outbound message before calling the provider, so a failed send remains visible with its error and your draft is restored in the composer.

Assign and resolve work

Use the person control in the thread header to assign a conversation to a current workspace member or leave it unassigned. Use the status control to mark it open, pending, closed, or spam. Receiving a new inbound message reopens the thread automatically.

Reading requires the conversations read permission. Replying, assigning, and changing status require conversations write access.

Use the contact context

On larger screens, the right panel shows the linked contact's email, phone, status, lead source, tags, and recent deals. Select the contact name or Open full profileto view the full CRM record and activity timeline.

When a recognised inbound sender has no contact yet, Systemly creates one using the email address or phone number and records the channel as its lead source. Replayed provider webhooks are de-duplicated by message ID.

Automate inbound follow-up

Each new inbound message emits the Message received automation trigger. Trigger data includes the conversation ID, message ID, channel, sender, and body. Use a Trigger data condition to run different actions for email, SMS, or social messages.

See Automation triggers for enrolment rules and Channels for connection requirements.