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Find and read email and SMS conversations

Open the Messages inbox and filter or mark conversations for follow-up.

On this page

Use the top-level Messages page

Open Messages from the side navigation.

Choose Emails or SMS at the top of the page. Each tab is split into two areas:

  • The conversation list on the left shows the customer and lead conversations available to you.
  • The conversation panel on the right shows the selected email thread or SMS history.

Email rows show the customer or lead name, latest subject, a short preview, and the latest email date. SMS rows show the record name, whether the latest relevant message was received or sent, a preview, and the date. Unread conversations are highlighted with a blue marker.

In the SMS inbox, unread conversations appear first. Unread conversations are ordered by their latest incoming message, followed by read conversations ordered by their latest SMS activity.

To read a conversation:

  1. Open Messages from the side navigation.
  2. Select a conversation from the list.
  3. Review the email thread or SMS history in the panel on the right.
  4. For email, expand or collapse individual emails to read more detail.
  5. Use the customer or lead name at the top of the panel to open the full record.

Opening an unread conversation marks it as read.

Before you start

  • The Messages feature must be enabled for your organisation.
  • You need access to the customer or lead records you want to view.
  • To reply to a conversation, the record needs at least one email in the thread and a valid contact email address.
  • To send an SMS, the record needs a saved contact with a phone number and SMS must be available for your organisation.
  • Some actions, such as marking all visible unread conversations as read, may only be available to admin users.

Filter conversations

Use the buttons at the top of the Messages page to narrow the list.

  • Assigned to me is available on the Emails tab and shows email conversations assigned to you.
  • Unread shows email or SMS conversations with unread incoming messages on the selected tab.

If you are an admin and the Unread filter is active on the Emails tab, you may also see Mark all as read. This marks all unread email conversations that match the current filters as read.

Mark a conversation unread

Use Mark unread when a conversation has been read but still needs attention.

For email, Neptune marks the latest incoming email in the conversation as unread. For SMS, Neptune marks the latest incoming SMS as unread. The conversation then appears again when you use the Unread filter.

After marking an SMS conversation unread, Neptune returns you to the conversation list so the message remains unread until it is opened again.