Conversations

Users should be able to search all emails when viewing a contact. For instance, a contact sent an email with "contract" in the body. Users should be able to enter "contract" in the search box, and the relevant email should appear.

Add the ability to disable a staff member from being able to delete a conversation.

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.

Tracking clicks on one-off emails could work similarly to workflow emails with click tracking and UTM parameters.

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.

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.

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.

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.

Allow sync to email services besides Gmail and Outlook. Many businesses use email providers other than those two, so this seems pretty important.

Right now we can add a CC or BCC on a NEW email in conversations but if we are replying to an email we can not add a CC or BCC.