Conversations

1 ️ ▼ Organization and Usability Nowadays, the conversation environment is visually confusing and mixes all types of messages (WhatsApp, SMS, Instagram, etc.) into a single flow. Proposal: Create smart tabs or filters by communication channel (WhatsApp, Instagram, SMS, Email, etc.); Allow separate viewing by connected WhatsApp number, ideal for accounts with multiple numbers; Add a column view mode (similar to service CRMs), making it easier to follow multiple conversations simultaneously; Option to “Favorite” or “Pin” important conversations at the top of the list. 2 ️ № Closing Conversations and History Today, all conversations remain open indefinitely, creating disorganization. Proposal: Add the “Finish Conversation” button, which archives the chat and removes it from the main screen; Allow you to configure automatic closing time (e.g., 24 hours after the last message); Create archived conversation history, accessible only by authorized users; Set by configuration whether only the original attendant can view previous conversations, maintaining privacy and internal control. 3 ️ ▼ Personalization and Intelligent Attribution Proposal: Implement intelligent service routing (securitization) - when a customer contacts you again, the system automatically forwards it to the same attendant that served them last time; If the attendant is offline, allow automatic redirection to another team member or waiting line; Allow transfer blocking in specific conversations (useful for sensitive cases). 4 ️ ▼ Forwarding and Sectors Proposal: Create department or sector structure (Commercial, Support, Financial, etc.); The attendant can forward the conversation to another sector or person, with an optional field for internal observation (without appearing to the customer); Create a visualization of queues by sector, so that managers can see the volume and average response time of each team. 5 ️ ▼ Automatic Rating and Feedback Proposal: After completing a conversation, the system can automatically send a satisfaction survey (NPS) via WhatsApp or e-mail; Direct integration with the CRM to record the NPS score on the contact; Generation of automatic service reports (average response time, satisfaction index, number of completed calls, etc.). 6 ️ ▼ Complementary Suggestions (to add even more value) 🔹 Customizable quick messages by sector (e.g. welcome, follow-up, farewell scripts). 🔹 Individual focus mode, where the attendant views only your active conversations. 🔹 Integration with assistive AI, suggesting automatic responses based on conversation history. 🔹 Visual indicators (icons, status, tags) to identify the conversation stage — “new”, “in service”, “waiting for a customer”, “completed”. 🔹 Team performance dashboard, showing productivity, response rate, and average time per attendant.

Can we add this into the conversations? This will help solve contacts that are spams. If they are marked as spam then all their future correspondence including SMS, emails, and calls are filtered. By filtered: calls will not ring on our end, emails and sms will not show on the conversations tab but will be kept on the contacts hidden for database purposes.

In the individual Conversation and the CRM contact view, the conversation thread is currently displayed with the newest message at the bottom. Feature Request: Please add an option to reverse the conversation order, so the newest message appears at the top. This would: -> Improve readability and efficiency -> Reduce scrolling in long conversations -> Align with common messaging UX patterns -> Make daily CRM work faster for active sales and support teams An optional toggle (Newest on top / Newest at bottom) would give users full flexibility based on their workflow preferences.

We do need folders to organize tags.

When emailing a contact via the HL UI, the FROM email address should always default to the email address specified in that account's Setting > Email Services configuration. Failing to do so is irrational, as defaulting to sending FROM the email address assigned to the currently logged-in user means SMTP authentication will fail, except in rare instances where it just so happens the currently logged-in user has the exact same email address as the one specified in Settings > Email Services. This is particularly egregious when one has an Agency with many subaccounts, all of whom are for different users. Example: Say my name is Bob Smith, email bob@smith.com , and I log into my account as an Agency admin. I have subaccounts for different staff members: Jim Johnson, jim@johnson.com , and Kevin Nations, kevin@nations.com . Each one of these users wants to communicate with their contacts using their own email address, so SMTP auth for each account is of course set up to use their respective email address (and, of course, their address will be used 95% of the time, since they will be the ones using the account). Because HL is configured illogically in-regards contact email FROM settings, every time I go to a specific subaccount, and attempt to send a contact an email, HL defaults to sending from bob@smith.com , my email, instead of jim@johnson.com , the email configured in Settings > Email Services.. So every single email I send to a contact on Jim Johnson's account, I have to edit the FROM field every single time. And every other user has to do the exact same thing any time they access any other subaccount that isn't their own.

How do I disable the option to that automatically sends a message when I hit enter on my keyboard? Because this is a big problem for me and my clients and it's really inconvenient since we mostly use a computer to communicate with customers so whenever we hit the enter key to start a new line in ends up sending the message. And, as you can imagine, a lot of message get sent by mistake and only causes problems. I would love to have a solution where we can turn this setting off. Thanks, Paul Facey

There is no way to know when a new internal chat message comes in to me. Only by the notifications, which is a very hidden feature. The Internal Chat icon could be marked with blue/green dot when there is a new message.

When composing an email in the Conversations tab and inserting a saved snippet, it currently replaces the entire email content. It would be much more useful if we could insert snippets in-line, like in most email editors, so we can add small pieces of saved text without losing what we've already written. Use Case: This would allow teams to insert things like FAQs without overwriting the entire message. Great for quick, consistent replies that still feel personal.

During the course of interaction with my clients' companies, a lead can be handed over to several different people (from prequal to sales to setup to support). Likewise, the different communications in conversation may need to change hands as well. It would be nice if we could assign a conversation to a rep, and upon completion (maybe a button to mark it as resolved or complete) remove them so it goes back to their main representative (the one assigned to the lead). Kind of like having an observer but also being able to see that right now the communication is "owned" by a specific user. Additionally, since sometimes those communication need actions from multiple people, being able to add tasks and assign to those users from within the communication would be helpful, so you don't have to switch tabs or go back and forth between different screens.

Our clients are companies so our conversations need to show the conversations with associated contacts. This "company first" mode is common in CRM platforms where you toggle if your clients are businesses or individuals.