Unified Conversations
Email, Outlook and text messages from the same person merged into one thread you can answer in one place.
The problem it solves
The same person emails you, texts you, then emails from a different address, and you answer twice while missing the question that mattered.
What it needs from you
An account you connect yourself, from Connected Accounts — Gmail, Outlook, Google Calendar or your business number.
Where to find it
Conversations, at /app/conversations once you are signed in.
How to use it
- 1
Connect Gmail or Outlook, and your business number if you have one, from Connected Accounts.
- 2
Open Conversations — messages from the same person are merged into one thread regardless of channel.
- 3
Read the summary at the top of a thread when it is long, instead of scrolling the whole history.
- 4
Reply in place; the reply goes out on the channel the person last used.
- 5
Open the linked contact to see the same exchange in the wider customer timeline.
Try it yourself
Create an account to open Unified Conversations, or check which plan it falls under first.