You should seriously improve Conversations to have a look and feel of a proper email client. There are loads of decent open source clients out there that can be used as a reference.

Currently Conversations operate like the Outlook of old that you used to get with Windows 95/98 (And yes, I go further back than that).

Bulk email sending is one thing, but having a one-on-one email/WhatsApp conversation with a client becomes cumbersome with the current setup.

So here is a brief rundown of what we reckon might make this a very powerful Conversations tool:

1) True email support (send/receive + 2-way sync)

Native IMAP/SMTP connectors for Google Workspace & Microsoft 365 with two-way sync (read/star/labels/folders, sent items, drafts).

Per-inbox identities & signatures (HTML, images, variables). Signature rules by pipeline/brand/sub-account.

Rich composer (HTML, quoting, inline images, attachments, templates, variables, merge fields).

Threading by Message-ID/In-Reply-To—proper email conversation view, not just a flat stream.

Read receipts / link tracking toggle per message.

Bounce/complaint handling + clear SPF/DKIM/DMARC status badges on each thread.

Auto BCC to CRM and log-to-opportunity mapping.

2) Folders, labels, and views (real organization)

Folders & Labels (nested folders + multi-label like Gmail).

Saved Views with filters (channel, assignee, tag, status, SLA risk, sentiment, last inbound > X hrs).

Rules/Filters: if from: domain X + contains: keyword Y → apply label, assign to team, set priority, add tag, start workflow.

Snooze (until date/time) and Remind me (nudge tasks back to the top).

Pin, Star, Flag for VIP threads.

3) Shared-inbox features for teams

Assignments & @mentions, internal notes (private to team), collision detection (“Dana is replying…”), draft handoff.

Round-robin & skills-based routing (language, product line, tier).

SLAs (first response/next response/time to resolve) + breach alerts.

Workload view (per-agent active threads, aging buckets).

Audit log (who replied, changed labels, merged, deleted).

4) Omni-channel done right (Email + SMS + WhatsApp + Voice)

Unified Conversation per contact across email, SMS, WhatsApp, FB/IG DM, web chat, voice/voicemail—one timeline.

Channel-aware composer (shows allowed WhatsApp templates; SMS length counter; email HTML).

Voicemail transcription inline with audio, “call back” one-click, and Missed-call → email follow-up macro.

WhatsApp template library with variables + approval status; quick-switch between channels on the same thread.

5) Search that actually finds stuff

Fast, indexed search with operators: from:, to:, subject:, has:attachment, tag:, channel:email, before:/after:.

Search inside attachments (PDF/Docx) using text extraction.

6) Templates, snippets, sequences

Shared templates (per brand/pipeline/channel), personal snippets ("/thanks").

Mini-sequences from inside the thread (e.g., 3-step follow-up by email, then SMS fallback).

Variables & conditional blocks (if service = “color” then include aftercare A).

7) AI that actually helps (not replaces)

Suggested replies (grounded in the KB), tone control, summarize thread, extract tasks, next best action.

Auto-tagging (intent, sentiment, topic), auto-route by intent.

Redact PII in internal notes/export if enabled.

8) Compliance & consent

Per-channel opt-in/opt-out status visible on the composer.

Consent capture logs (who, when, channel) + block sending if not compliant.

Attachment policy (block risky file types).

9) Reporting

By channel: volume, response times, SLA, CSAT.

By agent: handling time, first-reply time, backlog, resolution rate.

By topic/intent: what’s driving support volume.