Table of Contents
Support Guide
Conversations in Shape Software
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Shape Software
Learn how to use Conversations in Shape to manage calls, text messages, emails, voicemails, and notes from one unified communication timeline.
Conversations
Conversations is Shape's centralized communication hub that brings every customer interaction together into a single timeline.
Instead of switching between your email inbox, text messages, call history, and customer record, Conversations allows you to view and respond to all communications from one place.
Instead of switching between your email inbox, text messages, call history, and customer record, Conversations allows you to view and respond to all communications from one place.
Whether the customer called, texted, emailed, or left a voicemail, you'll find the entire conversation history in one unified view.
What Can You Do from Conversations?
Conversations is designed to let you manage customer communication without leaving the page.
From a single conversation, you can:
- Reply to emails
- Send and receive text messages (SMS & MMS)
- Place outbound phone calls
- Leave internal notes
- Upload attachments via notes, email, and MMS
- Send images
- Use emojis
- Insert communication templates
- Update customer statuses
- Mention teammates using @mentions
Because every interaction appears in one place, it's easy to continue conversations regardless of how the customer contacts you.
Accessing Conversations
Conversations can be opened from two locations:
- The Conversations icon in the top navigation bar.
- The Conversations icon in the right-hand sidebar.
While individual records also contain a Contact Log, the Conversations page provides a dedicated workspace for managing communication across your organization.
What's the difference?
Both Conversations and the Contact Log display the communication history for a record, including calls, text messages, emails, voicemails, and notes.
The difference is how that information is presented.
The Contact Log organizes each communication type into separate sections, making it easy to review specific activities.
Conversations combines every communication into a single chronological timeline, creating a messaging-style experience that makes it easy to follow the entire customer conversation from beginning to end, regardless of the communication channel.
Understanding the Conversation Timeline
Each conversation appears as a threaded timeline, similar to modern messaging applications.
Communications are automatically organized chronologically so you can quickly understand the history of each customer interaction.
Supported communication types include:
- Emails
- SMS
- MMS
- Phone calls
- Voicemails
- Internal notes
Each activity includes visual indicators showing the communication type, timestamps, delivery information (when applicable), and sender details.
You can also filter the timeline to display a single communication type or any combination of the following:
- Calls
- Texts
- Emails
- Notes
This makes it easy to focus on the communication channel you're looking for.
Working from the Conversation Composer
The composer at the bottom of the page allows you to communicate with customers without leaving the conversation.
Depending on the communication method you select, you can:
- Reply
- Attach files
- Insert templates
- Use merge fields
- Schedule sends
- Change sender and email signature
- CC/BCC recipients
- Track opens and clicks
Text Messaging
- Send SMS
- Send MMS
- Upload images
- Insert templates
- Add emojis
- Schedule messages
- View delivery status
- Respect opt-out preferences automatically
Calling
Launch outbound calls directly from the conversation.
Phone calls continue to support Shape's native calling features, including:
- Call recordings
- Transfers
- Conference calls
- Call outcomes
- Voicemail playback
- Status updates
- and more…
Internal Notes
Leave notes that are visible to users with permission to access the record.
Notes also support:
- @mentions
- File attachments
Searching Conversations
The search bar allows you to quickly locate conversations by customer.
Once selected, the full conversation history loads automatically.
Note: Search currently locates customer conversations. It does not search the contents of individual emails, text messages, or notes.
Filtering Conversations
Conversations includes several built-in views to help organize your inbox.
Available views include:
All Conversations
Displays every conversation you have permission to access, regardless of assignment, status, or response state. This is the default view and provides a complete picture of customer communications across your organization.
My Conversations
Displays only conversations associated with records currently assigned to you. This view helps users focus on their own pipeline without seeing conversations owned by other team members.
Unread
Displays conversations containing new or unread communications that have not yet been viewed. This is useful for quickly identifying customers who have recently contacted your team.
Without Response
Displays conversations where the most recent customer communication has not yet received a reply from your team. This view helps ensure no customer inquiry goes unanswered.
Snoozed
Displays conversations that have been temporarily hidden using the Snooze feature. Snoozing allows you to remove conversations from your active inbox until you're ready to follow up, without losing the conversation history.
Favorites
Displays conversations you've marked as favorites for quick access. This is useful for high-priority customers, active deals, or conversations you reference frequently.
Channel Filters
Additional filters allow you to exclude conversations based on customer communication preferences.
Available filters include:
- Exclude Bulk
- Exclude Do Not Call
- Exclude Text Opt-Out
- Exclude Email Unsubscribe
- Exclude No 1:1 or TCPA Consent
- Exclude Do Not Contact
- Exclude Automation
These filters make it easy to focus only on customers who are eligible for the type of communication you're sending.
Conversation Actions
Each conversation includes quick actions for organizing your inbox.
You can:
- Snooze conversations
- Add conversations to Favorites
- Apply communication preferences such as:
- Do Not Contact
- Do Not Call
- Text Opt-Out
- Email Unsubscribe
- No 1:1 or TCPA Consent
Snoozed conversations can be hidden from your active inbox until you're ready to return to them.
Attachments
Conversations supports attachments across supported communication channels.
Depending on the communication type, you can:
- Upload files
- Send images
- Send documents
Images are automatically resized when appropriate to improve delivery performance.
Attachment size limits vary depending on the communication channel and carrier requirements.
Best Practices
- Work from Conversations throughout the day instead of switching between multiple communication tools.
- Use My Conversations to focus on records assigned to you.
- Snooze conversations that require future follow-up.
- Favorite important conversations for quick access.
- Use templates to maintain consistent communication.
- Review the full conversation history before replying to provide better customer service.
Frequently Asked Questions
What's the difference between Conversations and the Contact Log?
The Contact Log displays communication history for a single customer record.
Conversations provides a centralized inbox where you can work through communications across all of your customers without opening individual records.
Can I reply to customers directly from Conversations?
Yes. You can reply to emails, send text messages, place phone calls, and leave notes directly from the conversation window.
Can I filter conversations?
Yes. Conversations supports multiple built-in views including All Conversations, My Conversations, Unread, Without Response, Snoozed, and Favorites, along with additional communication preference filters.
Can I search conversations?
You can search for customer conversations by contact. Searching the contents of individual messages is not currently supported.
Can I delete conversations?
No. For compliance and recordkeeping purposes, communications cannot be individually deleted. Communications remain associated with the customer record unless the entire record is deleted.
Can I hide conversations without deleting them?
Yes. Conversations can be snoozed, allowing you to temporarily remove them from your active inbox until you're ready to revisit them.
Can I upload attachments?
Yes. Conversations supports attachments where supported by the selected communication channel.
Do new conversations appear automatically?
Yes. Conversations update in real time, although refreshing the page occasionally is still recommended during long work sessions.
Can I receive calls from Conversations?
Yes. Outbound calls can be placed directly from Conversations, and inbound communications automatically appear in the conversation timeline.
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