myCRMSIM Conversations Page Guide

The Conversations Page in myCRMSIM is used to view, manage, and reply to customer messages from one place. It helps users quickly check customer conversations, send messages, review message history, manage contact details, pause AI replies, enable DND, add notes, and attach workflows.

The Conversations page is important because it allows users to:

• View all customer conversations in one place.
• Search and filter conversations easily.
• Reply to contacts using available messaging channels.
• Check unread, recent, starred, and archived conversations.
• Review complete message history.
• Manage contact information without leaving the conversation screen.
• Control AI agent replies for a specific contact.
• Enable or disable Do Not Disturb settings.
• Add workflows and notes for better follow-up management.

To open the Conversations page:

1. Log in to your myCRMSIM account.
2. From the left sidebar, click Conversations.
3. The Conversations page will show a list of all available contact conversations.

On this page, you can see the contact name, latest message preview, unread message count, message date, and starred status.

Use the Search contacts field at the top of the page to quickly find a specific contact.
You can search by:

• Contact name
• Phone number

This helps you quickly locate a conversation instead of scrolling through the full list.

At the top of the Conversations page, you can filter conversations by status.
Available filters include:

• All: Shows all conversations.
• Unread: Shows conversations with unread messages.
• Recent: Shows the most recent conversations.
• Starred: Shows conversations marked as important.
• Archived: Shows archived conversations.

Use these filters to manage conversations more easily.

The sorting dropdown allows you to organize conversations based on message type and order.
Available sorting options include:

• Latest - All Messages
• Oldest - All Messages
• Latest - Manual Messages
• Oldest - Manual Messages

This helps you find the newest or oldest conversations quickly.

Use the checkbox beside each conversation to select one or more conversations from the list. You can also use the Select All option to select multiple conversations at once.
After selecting conversations, the Actions button allows you to perform bulk actions such as marking conversations as read/unread, adding or removing stars, archiving, or deleting conversations.
This feature is useful when you need to manage multiple conversations quickly instead of updating each conversation one by one.

To open a conversation:

1. Go to the Conversations page.
2. Click any contact from the list.
3. The contact profile and message history will open.

The conversation detail screen includes:

• Contact details
• Message history
• Message input field
• Contact analytics
• AI settings
• Channel status
• DND settings
• Notes
• Workflow actions

When you click a contact, the Contact Profile Page opens.
On this page, you can:

• View and update contact details.
• Send messages.
• View message history.
• Add or remove tags.
• Check timeline activity.
• Manage verification settings.
• Add workflows.
• Pause AI agent.
• Enable or disable DND.
• Add notes.
• Edit or delete the contact.

The left side of the contact profile contains contact information.
You can view or update fields such as:

• First Name
• Last Name
• Email
• Phone
• LinkedIn
• Tags
• General Info
• Verification
• Timeline

After making changes, click Save to apply the updates.
If you do not want to save the changes, click the cancel icon.

To edit a contact:

1. Open the contact profile.
2. Click Edit from the top-right side.
3. Update the required details such as:
• First Name
• Last Name
• Email
• Phone Number
• Timezone
4. Click Update Contact to save the changes.

If you do not want to update the contact, click Cancel or close the popup.

To delete a contact:

1. Open the contact profile.
2. Click Delete from the top-right side.
3. A confirmation popup will appear.
4. Review the contact details.
5. Click Delete to permanently remove the contact.

Important: Deleting a contact cannot be undone.

The contact profile shows verification status for available messaging channels.
Channels may include:

• SMS
• WhatsApp
• iMessage
• RCS

If a channel shows Not Verified, verify it before using that channel for messaging.
Verification helps ensure messages are sent through the correct and available communication channel.

The center section shows the complete message history with the selected contact.
Here you can view:

• Sent messages
• Received messages
• Message status
• Message time
• Messaging channel used

This helps you understand the full communication history with the contact.

To send a message:

1. Open a contact conversation.
2. Type your message in the message input field.
3. Press Enter or click the send icon.
4. Use Shift + Enter if you want to add a new line inside the message.

Before sending, make sure the correct messaging channel is available and active.

At the top of the message area, channel filters are available.
You can use these filters to view messages by channel, such as:

• All
• GHL
• SMS
• WhatsApp
• iMessage
• RCS

This helps you review messages from a specific platform or communication channel.

The right side of the contact profile shows analytics for the selected contact.
Analytics may include:

• Total: Total number of messages.
• Sent: Total sent messages.
• Received: Total received messages.
• Response: Response percentage.

This helps users understand communication activity with the contact.

The AI Settings section allows you to pause or enable AI replies for a contact.
If AI Agents Paused is enabled, no AI agent will respond to that contact.
Use this option when:

• You want to handle the conversation manually.
• The customer needs human support.
• You do not want automated replies for that contact.

The Channels section shows active or available messaging channels for the contact.
It may show channels such as:

• SMS
• WhatsApp
• iMessage
• RCS

It also shows message count or activity for each channel.
Use this section to confirm which channels are being used for the contact.

The Do Not Disturb section allows users to stop outgoing or incoming communication for selected channels.

Outbound DND stops outgoing messages to the contact.
You can enable it for:

• All channels
• SMS
• WhatsApp
• iMessage
• RCS

Inbound DND silences incoming messages and auto-replies for selected channels.
You can enable it for:

• All channels
• SMS
• WhatsApp
• iMessage
• RCS

Use DND when a contact should not receive messages or when incoming messages should not trigger replies.

The Notes section allows users to add internal notes for a contact.
Notes are useful for:

• Customer follow-up details
• Important reminders
• Support history
• Manual instructions for the team

These notes help team members understand the contact’s background and status.

The Actions tab allows users to manage workflows for the selected contact.
In this section, you can:

• View active workflows.
• Add a new workflow.
• Check which campaign is assigned to the contact.

To add a workflow:

1. Open the contact profile.
2. Click Actions.
3. Click + Add Workflow.
4. Select the required workflow.
5. Save or apply the workflow.

The contact profile may show a call icon near the contact name.
This calling feature is used for iPhone FaceTime calls. If the feature is enabled, users can start a FaceTime call with the contact directly from the contact profile.
If the call option is not working or not available, make sure:

• The contact has a valid phone number.
• The connected Device is properly set up for FaceTime calling.
• The required device connection is active.

To keep conversations organized:

• Always search for an existing contact before creating a new one.
• Make sure the contact phone number is correct.
• Verify the required messaging channel before sending messages.
• Use notes for important customer information.
• Pause AI agent when manual handling is required.
• Use DND carefully because it can stop messages or auto-replies.
• Keep contact information updated.
• Use filters to manage unread and recent conversations quickly.

Before sending messages from the Conversations page, confirm:

1. The contact details are correct.
2. The phone number is valid.
3. The required channel is verified.
4. The messaging device is active.
5. DND is not blocking the selected channel.
6. AI settings are configured correctly.
7. The message routing is properly set.
8. The contact is linked to the correct workspace or sub-account.