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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.
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.
Conversations supports the following communication channels:
Each channel has its own icon indicator so you can quickly identify the communication medium at a glance.
Conversations are organized using labels that function like folders or categories:
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.
If you have access to multiple workspaces, filter conversations by workspace to focus on a specific team or project context.
Clicking on a conversation in the list opens the detail view, which shows:
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.
The Conversation Editor allows you to compose and send responses directly from the inbox:
Available actions for managing conversations include:
The system validates recipient addresses based on the channel type:
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.
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: