Conversations in Shape Software

Conversations is Shape’s centralized communication hub, bringing your customer interactions together into a single timeline.

Instead of switching between email, text messages, call history, notes, and individual customer records, you can review communication history and take action directly from Conversations.

Whether a customer called, texted, emailed, or left a voicemail, their communication history is organized into one chronological view so you can quickly understand what has happened and continue the conversation.

What Can You Do from Conversations?

Conversations is designed to let you manage day-to-day customer communication without leaving the page.

From a conversation, you can:

• Reply to emails
• Send and receive text messages (SMS and MMS)
• Place outbound phone calls
• Leave internal notes
• Upload attachments through notes, email, and MMS
• Send images
• Use emojis and GIFs
• Insert communication templates
• Update the customer’s status
• Mention teammates using @mentions
• Review previous calls, texts, emails, voicemails, and notes
• Filter the timeline by communication type

Because each interaction appears in the same timeline, you can easily pick up where the last communication left off, even when the customer switches between communication channels.

Accessing Conversations

Conversations can be opened from two locations in Shape:

• The Conversations icon in the top navigation bar
• The Conversations icon in the right-hand sidebar

Once opened, the Conversations workspace displays your conversation list on the left and the selected customer’s communication timeline in the main workspace.

Individual records also contain a Contact Log, but Conversations provides a dedicated workspace for working through communications across multiple customers.

Conversations vs. the Contact Log

Both Conversations and the Contact Log allow you to review communication history, including calls, text messages, emails, voicemails, and notes.

The main difference is how you work with that information.

The Contact Log is located within an individual record and organizes activity into sections, making it useful when you are already working inside that customer’s record.

Conversations provides a centralized communication workspace where you can move between customers and see each customer’s communications as a single chronological thread.

If you are working through calls, texts, emails, and follow-ups throughout the day, Conversations is generally the faster workspace.

Navigating the Conversations Workspace

The Conversations page is divided into a few primary areas.

Conversation List

The left side of the page displays the conversations available to you.

From here, you can:

• Search for a customer
• Switch between conversation views
• Apply filters
• Select a conversation
• Access conversation actions
• See recent communication activity

Selecting a customer loads their complete conversation timeline in the main workspace.

Customer Information

At the top of an open conversation, you can quickly reference the customer’s basic contact information while working the conversation.

Communication Timeline

The center of the page displays the customer’s communication history in chronological order.

Communication Filters

Use the options at the top of the timeline to display:

• All activity
• Calls
• Texts
• Emails
• Notes

Status

The Status dropdown in the top-right of the conversation allows you to view and update the customer’s current status without leaving Conversations.

Conversation Composer

The composer at the bottom of the page allows you to email, text, call, or leave a note while continuing to view the customer’s communication history.

Understanding the Conversation Timeline

Each customer’s communication history appears as a threaded timeline similar to a modern messaging application.

Supported activity types include:

• Emails
• SMS
• MMS
• Phone calls
• Voicemails
• Internal notes
• System activity related to the conversation

Activities include relevant information such as timestamps, sender details, communication type, and delivery information when available.

The timeline may also display important record activity, such as status changes or automation activity, helping provide additional context around the conversation.

Filter the Timeline by Communication Type

If a customer has a long communication history, you can narrow the timeline using the options at the top of the page.

Choose All to see the complete timeline, or select a specific communication type such as Calls, Texts, Emails, or Notes.

These filters affect the communication timeline for the customer you are currently viewing. They are separate from the filters used to determine which conversations appear in your conversation list.

Updating a Customer’s Status

You can update a customer’s status without leaving Conversations.

The customer’s current status appears in the Status dropdown in the top-right of the conversation.

To update it:

1. Open the customer’s conversation.
2. Select the Status dropdown in the top-right corner.
3. Choose the appropriate status.
4. The record will be updated with the selected status.

The Status dropdown follows the same general behavior as the status control available from the record details page.

This is especially useful when the outcome of a call, text, or email changes where the customer belongs in your workflow. You can update their status immediately and continue the conversation without navigating back to the full record.

Working from the Conversation Composer

The composer at the bottom of the page allows you to switch between communication methods without leaving the conversation.

Select Email, Text, Call, or Note depending on what you want to do.

Email

Use the Email option to communicate with the customer through Shape’s email system.

Depending on your account configuration, email tools can include:

• Replying to emails
• Attaching files
• Inserting templates
• Using merge fields
• Scheduling emails
• Selecting the sender
• Using your configured email signature
• Adding CC and BCC recipients
• Tracking opens and clicks

Previous emails remain visible in the timeline so you can review the conversation before responding.

Text Messaging

Select Text to send SMS or MMS messages directly from the conversation.

Text messaging supports:

• SMS
• MMS
• Images
• Templates
• Emojis
• GIFs
• Scheduled messages
• Delivery status information

When applicable, Shape also respects the customer’s communication and opt-out preferences.

Calling

Select Call to launch an outbound phone call directly from Conversations.

Calls continue to use Shape’s native phone system and can support features such as:

• Call recording
• Call transfers
• Conference calls
• Call outcomes
• Voicemail
• Status updates

Completed call activity is automatically added to the customer’s communication history.

Internal Notes

Select Note to add information to the record that should be visible internally rather than sent to the customer.

Notes can also support:

• @mentions
• File attachments

Use @mentions when you want to bring another team member’s attention to something within the conversation.

Searching Conversations

Use the search bar above the conversation list to quickly locate a customer.

Select the customer from the results to load their conversation history.

For example, you can search for the customer you spoke with, but you cannot currently search Conversations for a phrase that appeared inside one of their text messages.

Filtering Conversations

Conversations opens to All Conversations without pre-applied filters.

This gives you a broad starting view of the conversations you have permission to access. From there, you can choose a built-in view or apply filters based on what you want to work.

If you cannot find a conversation, check your currently selected view and any filters you have applied.

All Conversations

Displays conversations you have permission to access across the organization.

This is the default starting view when opening Conversations.

My Conversations

Displays conversations associated with records currently assigned to you.

This is useful when you want to focus specifically on customers within your own pipeline.

Unread

Displays conversations containing new or unread communications that have not yet been viewed.

Use this view to quickly identify customers who recently contacted your team.

Without Response

Displays conversations where the most recent customer communication has not yet received a response from your team.

This can be especially helpful for identifying inbound texts, emails, or other communications that still need attention.

Snoozed

Displays conversations that have been temporarily snoozed.

Snoozing allows you to remove a conversation from your active workflow until you are ready to return to it without deleting or losing the conversation history.

Favorites

Displays conversations you have marked as Favorites.

Favorites can be useful for high-priority customers, active opportunities, or conversations you need to reference frequently.

Communication Preference Filters

Additional filters allow you to narrow the conversation list based on communication preferences and eligibility.

Available filters can 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 can be especially helpful when you are working through conversations for a particular type of outreach.

Filters are not automatically applied when you open Conversations. If you apply filters, remember that they may change which conversations are displayed in your list.

Conversation Actions

Each conversation includes quick actions that help you organize your communication workflow.

Depending on your permissions and account configuration, you can:

• Snooze the conversation
• Add the conversation to Favorites
• Update communication preferences
• Apply Do Not Contact
• Apply Do Not Call
• Apply Text Opt-Out
• Apply Email Unsubscribe
• Apply No 1:1 or TCPA Consent

These actions update the associated customer record, so communication preferences remain consistent throughout Shape.

Snoozing Conversations

Use Snooze when a conversation does not require attention right now but you do not want to lose track of it.

Instead of leaving the conversation in your active workflow, snoozing temporarily moves it out of the way until you are ready to return to it.

The communication history remains associated with the customer and can be accessed through the Snoozed view.

Snoozing does not delete the conversation or customer record.

Favorites

Mark important conversations as Favorites when you want quicker access to them.

This can be useful for:

• Active opportunities
• High-priority customers
• Customers requiring frequent follow-up
• Conversations you need to reference regularly

Favorite conversations can be accessed through the Favorites view.

Attachments

Conversations supports attachments across supported communication channels.

Depending on the communication method, you can:

• Upload files
• Send images
• Send documents

For example, an image can be sent through MMS while documents can be attached to supported emails or internal notes.

Images may be automatically resized when appropriate to improve delivery performance.

File types and attachment size limits can vary depending on the communication channel, email provider, or mobile carrier.

Communication Preferences and Opt-Outs

Conversations works with the communication preferences stored on the customer record.

Depending on the communication channel and customer preferences, Shape can prevent or restrict communication when a customer has opted out.

Preferences can include:

• Do Not Contact
• Do Not Call
• Text Opt-Out
• Email Unsubscribe
• No 1:1 or TCPA Consent

Always review the customer’s communication preferences before reaching out, particularly when changing from one communication channel to another.

Best Practices

• ✓Start with All Conversations. Conversations opens without default filters, giving you a clear starting point before narrowing your view.
• ✓Use My Conversations for your daily workflow. This keeps the conversation list focused on records assigned to you.
• ✓Check Without Response regularly. This is an easy way to identify customer messages that may still need attention.
• ✓Review the timeline before responding. A customer may have called, texted, and emailed, so checking the complete history can prevent duplicate or confusing responses.
• ✓Update statuses as you work. If a conversation changes the next step for a customer, update their status directly from Conversations.
• ✓Snooze instead of ignoring. If something requires attention later, snooze the conversation so it can be revisited.
• ✓Favorite high-priority conversations. Favorites make frequently referenced conversations easier to find.
• ✓Use templates when appropriate. Templates can save time while still allowing you to personalize the message before sending.
• ✓Use internal notes for internal communication. Notes and @mentions allow your team to coordinate without sending information to the customer.

Frequently Asked Questions

What’s the difference between Conversations and the Contact Log?+

The Contact Log is located within an individual customer record and provides that record’s communication history. Conversations provides a centralized workspace where you can move between customers and manage communication without opening each individual record.

Can I reply to customers directly from Conversations?+

Yes. You can send emails and text messages, place phone calls, and leave internal notes directly from the conversation.

Can I change a customer’s status from Conversations?+

Yes. Use the Status dropdown in the top-right corner of the conversation to view or update the customer’s current status without leaving the page.

Does Conversations automatically apply filters when I open it?+

No. Conversations opens to All Conversations without pre-applied filters. You can then select a built-in view or apply filters based on what you want to see.

Can I filter the activity inside an individual conversation?+

Yes. Use All, Calls, Texts, Emails, or Notes at the top of the conversation to control which types of activity appear in the customer’s timeline.

Can I filter my conversation list?+

Yes. Conversations includes built-in views such as All Conversations, My Conversations, Unread, Without Response, Snoozed, and Favorites. Additional communication preference filters are also available.

Can I search Conversations?+

Yes. You can search for customer conversations by contact. Searching the contents of individual emails, text messages, or notes is not currently supported.

Can I delete a conversation?+

No. For compliance and recordkeeping purposes, individual communications cannot be deleted from the conversation history. Communications remain associated with the customer record unless the entire record is deleted.

Can I hide a conversation without deleting it?+

Yes. Use Snooze to temporarily remove a conversation from your active workflow without deleting its communication history.

Can I upload attachments?+

Yes. Conversations supports attachments where available for the selected communication channel. The supported file types and size limits can vary by channel.

Do new communications appear automatically?+

Yes. Conversations updates as new communication activity occurs. During especially long work sessions, refreshing the page can also ensure you are viewing the latest information.

Can I make calls from Conversations?+

Yes. You can initiate outbound calls directly from the conversation using Shape’s phone system. Call activity is then included in the conversation timeline.

Are internal notes sent to the customer?+

No. Notes are internal and are visible only to Shape users who have permission to access the record. You can also @mention teammates in a note when you need their attention.

Why can’t I find a conversation?+

First, switch to All Conversations and check whether you have applied any filters. You should also confirm that you have permission to access the customer’s record. If the conversation still does not appear, search for the customer directly using the conversation search bar.