Welcome to GrowhtHub Knowledge Base Hub

Welcome to GrowhtHub Knowledge Base Hub

Using the Conversation Inbox

Key Benefits of the New Conversations Experience

Understanding the benefits helps admins and agents decide when to enable the new Conversations interface and how to use it day-to-day to work faster with better accuracy.

Navigation and Layout (GrowthHub Conversations)

The redesigned Conversations module in GrowthHub uses a four-panel layout for better organization and visibility. Panels can be collapsed or expanded depending on your workspace preference.

Collapse or Expand Panels

  • To collapse or expand the Inbox Panel, click the collapse icon in the middle of the left panel.

  • To collapse or expand the Right Panel, click the tab icon on the right edge of the screen.

This allows you to create more reading or reply space when needed.

1. Inbox Panel

The Inbox Panel controls which conversations you are viewing so you can switch context quickly without changing pages.

Inbox Types

My Inbox
Conversations assigned to you or followed by you.

Team Inbox
All conversations within the account (requires full data access).

Internal Chat
Private team discussions separate from customer conversations.

Access Notes

  • Accounts with Assigned Data Access see My Inbox and Internal Chat only.

  • Users with full access permissions can view and manage all three inboxes.

2. Chat List Panel

The Chat List Panel displays all conversations based on the inbox, folder, or filter selected from the Inbox Panel.

What You Can Do Here

  • Select conversations for bulk actions

    • Mark as Read/Unread

    • Star/Unstar

    • Delete

  • Sort conversations by newest or oldest activity

  • Use the Filter icon to filter by:

    • Channel

    • Tags

    • Owner

    • Date

  • Supports AND / OR filtering combinations

3. Message History Panel

The Message History Panel is the main area where you read and reply to messages.

You Can:

  • Read the full conversation history across:

    • Email

    • SMS

    • WhatsApp

    • Facebook / Instagram

    • Internal Comments

  • Filter the timeline to focus on specific message types

Switching Between Channels

You can reply using different channels without leaving the conversation.

Steps:

1. Open the channel selector in the message composer.

2. Choose the channel you want to reply from.

3. The system remembers the last selected channel when reopening the composer.

4. Select Internal Comment to add a private note (the customer will not see this).

5. Internal comment drafts are saved even if you switch channels or conversations.

Message Composer

The composer allows you to write messages, attach files, and send messages through the selected channel.

Features

  • Text formatting

  • Inline reply composer

  • Full-screen mode for long replies

  • File attachments and links

  • Paste files or images directly from clipboard

  • Quick send using the send icon

  • Replies are sent via the selected channel

Filtering Messages Within a Conversation

Timeline filters help you find specific messages in long conversations.

You Can Filter By:

  • All messages

  • Conversations

  • Activities

  • Email

  • Internal Comments

  • Contacts

  • Opportunities

  • Payments

  • Invoices

  • AI Action Logs

Use the search bar inside the filter menu to find message types faster.

4. Right Panel

The Right Panel shows contact information and related records without leaving the conversation.

What You Can Do From the Right Panel

  • View and edit contact fields

  • Manage custom fields

  • Manage folders, tags, and owner

  • Create or view:

    • Opportunities

    • Appointments

    • Invoices

    • Payments

  • Switch tabs:

    • Contact

    • Activities

    • Associations

    • Documents

    • Payments

Filter

You can filter conversations using tags for better organization.

Frequently Asked Questions

Do saved replies, templates, and signatures still work?
Yes, all existing templates and signatures are still available.

Can I customize keyboard shortcuts?
Press ? to open the shortcut list. Shortcuts are not customizable.

Can teams share Saved Views?
Saved Views can be created. Sharing depends on workspace permissions.

Do automations change with the new Conversations experience?
No. Workflows and triggers continue to work the same.

Where do I add Internal Comments?
Select Internal Comment in the channel selector and use @mentions to notify teammates.

Using the Conversation Inbox

Key Benefits of the New Conversations Experience

Understanding the benefits helps admins and agents decide when to enable the new Conversations interface and how to use it day-to-day to work faster with better accuracy.

Navigation and Layout (GrowthHub Conversations)

The redesigned Conversations module in GrowthHub uses a four-panel layout for better organization and visibility. Panels can be collapsed or expanded depending on your workspace preference.

Collapse or Expand Panels

  • To collapse or expand the Inbox Panel, click the collapse icon in the middle of the left panel.

  • To collapse or expand the Right Panel, click the tab icon on the right edge of the screen.

This allows you to create more reading or reply space when needed.

1. Inbox Panel

The Inbox Panel controls which conversations you are viewing so you can switch context quickly without changing pages.

Inbox Types

My Inbox
Conversations assigned to you or followed by you.

Team Inbox
All conversations within the account (requires full data access).

Internal Chat
Private team discussions separate from customer conversations.

Access Notes

  • Accounts with Assigned Data Access see My Inbox and Internal Chat only.

  • Users with full access permissions can view and manage all three inboxes.

2. Chat List Panel

The Chat List Panel displays all conversations based on the inbox, folder, or filter selected from the Inbox Panel.

What You Can Do Here

  • Select conversations for bulk actions

    • Mark as Read/Unread

    • Star/Unstar

    • Delete

  • Sort conversations by newest or oldest activity

  • Use the Filter icon to filter by:

    • Channel

    • Tags

    • Owner

    • Date

  • Supports AND / OR filtering combinations

3. Message History Panel

The Message History Panel is the main area where you read and reply to messages.

You Can:

  • Read the full conversation history across:

    • Email

    • SMS

    • WhatsApp

    • Facebook / Instagram

    • Internal Comments

  • Filter the timeline to focus on specific message types

Switching Between Channels

You can reply using different channels without leaving the conversation.

Steps:

1. Open the channel selector in the message composer.

2. Choose the channel you want to reply from.

3. The system remembers the last selected channel when reopening the composer.

4. Select Internal Comment to add a private note (the customer will not see this).

5. Internal comment drafts are saved even if you switch channels or conversations.

Message Composer

The composer allows you to write messages, attach files, and send messages through the selected channel.

Features

  • Text formatting

  • Inline reply composer

  • Full-screen mode for long replies

  • File attachments and links

  • Paste files or images directly from clipboard

  • Quick send using the send icon

  • Replies are sent via the selected channel

Filtering Messages Within a Conversation

Timeline filters help you find specific messages in long conversations.

You Can Filter By:

  • All messages

  • Conversations

  • Activities

  • Email

  • Internal Comments

  • Contacts

  • Opportunities

  • Payments

  • Invoices

  • AI Action Logs

Use the search bar inside the filter menu to find message types faster.

4. Right Panel

The Right Panel shows contact information and related records without leaving the conversation.

What You Can Do From the Right Panel

  • View and edit contact fields

  • Manage custom fields

  • Manage folders, tags, and owner

  • Create or view:

    • Opportunities

    • Appointments

    • Invoices

    • Payments

  • Switch tabs:

    • Contact

    • Activities

    • Associations

    • Documents

    • Payments

Filter

You can filter conversations using tags for better organization.

Frequently Asked Questions

Do saved replies, templates, and signatures still work?
Yes, all existing templates and signatures are still available.

Can I customize keyboard shortcuts?
Press ? to open the shortcut list. Shortcuts are not customizable.

Can teams share Saved Views?
Saved Views can be created. Sharing depends on workspace permissions.

Do automations change with the new Conversations experience?
No. Workflows and triggers continue to work the same.

Where do I add Internal Comments?
Select Internal Comment in the channel selector and use @mentions to notify teammates.