Overview

The Conversations module in SurveyAnalytica provides a unified inbox for managing all inbound and outbound communications across multiple channels. Whether your contacts reach out via email, WhatsApp, SMS, or social media, every conversation appears in a single interface where you can read, respond, label, and track message history.

Navigating to Conversations

From the main navigation sidebar, click Conversations. This opens the omnichannel inbox with the conversation list on the left and the message detail view on the right.

Supported Channels

Conversations supports the following communication channels:

• Email: Full email conversations with rich HTML support, attachments, and threading.
• SMS: Text message conversations with phone number identification.
• WhatsApp: WhatsApp Business conversations including template messages, media attachments, and interactive elements. WhatsApp messages display with bubble-style formatting.

Each channel has its own icon indicator so you can quickly identify the communication medium at a glance.

Inbox Organization

Labels

Conversations are organized using labels that function like folders or categories:

• ALL: View all conversations regardless of label.
• INBOX: New and active conversations.
• SENT: Messages you have sent.
• STARRED: Conversations you have marked as important.
• IMPORTANT: High-priority conversations.
• ARCHIVED: Conversations moved to archive for later reference.
• TRASH: Deleted conversations.
• BOUNCE: Messages that bounced back undelivered.
• COMPLAINT: Messages flagged as complaints by recipients.
• SPAM: Conversations identified as spam.

Contact List Filtering

Filter conversations by contact list to view only messages associated with a specific group of contacts. This is useful when managing campaigns targeted at different segments.

Workspace Filtering

If you have access to multiple workspaces, filter conversations by workspace to focus on a specific team or project context.

Conversation Detail View

Clicking on a conversation in the list opens the detail view, which shows:

• Message thread: Complete conversation history with all messages in chronological order. Each message shows the sender, timestamp, channel indicator, and full content.
• Channel indicators: Visual icons showing which channel each message was sent through (Email, WhatsApp, SMS).
• Status badges: Message delivery status displayed as colored badges — Sent, Delivered, Opened, Clicked, or Bounced.
• Attachments: View and download any files attached to messages.

WhatsApp Message Rendering

WhatsApp messages receive special rendering with bubble-style formatting. For template messages sent through campaigns (which may not have a subject line), the system intelligently extracts a preview from the template body text or message components.

Responding to Conversations

The Conversation Editor allows you to compose and send responses directly from the inbox:

• Rich text editing: Format your responses with HTML styling.
• Channel selection: Choose which channel to respond through (matches the original channel by default).
• Email-specific features: For email responses, use the dedicated Email Editor with full formatting, CC/BCC fields, and attachment support.
• To field: The recipient field supports the channel’s address format — email addresses for Email, phone numbers for SMS and WhatsApp.

Conversation Actions

Available actions for managing conversations include:

• Reply: Send a response in the same channel.
• Star / Unstar: Mark conversations as important.
• Archive: Move to archive.
• Delete: Move to trash.
• Label: Apply or change labels.
• Mark as read / unread: Toggle read status.

Address Validation

The system validates recipient addresses based on the channel type:

• Email: Must match email format (user@domain.tld).
• SMS / WhatsApp: Must match phone number format (supports international formats with + prefix).

Cross-Channel Conversations

A single conversation can span multiple channels. For example, you might send an initial survey invitation via email, receive a WhatsApp response, and then follow up via SMS. All these interactions are threaded together in a single conversation view, giving you a complete picture of the communication history with each contact.

Integration with Campaigns

Conversations are tightly integrated with the Campaign module. When campaigns send messages through any channel, the resulting conversations appear in the inbox. This allows you to:

• Monitor campaign delivery and engagement in real-time
• Respond to campaign-generated inquiries directly from the inbox
• Track bounce, complaint, and reply events
• Follow up with specific recipients who engaged with your campaign