> ## Documentation Index > Fetch the complete documentation index at: https://docs.nedzo.ai/llms.txt > Use this file to discover all available pages before exploring further. # Conversations > View, filter, search, and manage customer conversations in Unibox. Conversations are grouped by contact across voice, SMS, and messaging. All conversations are grouped by contact. If a contact has a voice call, an SMS thread, and an Instagram DM, they all appear under one entry. ## Conversation list The left column shows all your conversations with: * **Contact name** (bold if unread) * **Latest message preview** * **Timestamp** (relative — 5m, 2h, 1d) * **Blue dot** for unread conversations * **Unread count badge** ## Filtering ### By status Switch between two views at the top: * **Open** — Shows only unread conversations that need attention * **All** — Shows everything, including conversations you've already read ### By channel Use the channel filter dropdown to show only conversations from a specific channel: * Call * SMS * Email * Instagram * Messenger * Web Agent ### Search Search by contact name, message content, or phone number. Results update in real time as you type. ## Managing conversations ### Closing conversations Click **Close** in the timeline header to mark a conversation as read. It moves out of the "Open" view. ### Bulk actions Select multiple conversations using the checkboxes in the conversation list: 1. Click the checkbox on individual conversations, or use **Select All** 2. In the "Open" view: click **Close selection** to mark all as read 3. In the "All" view: click **Open selection** to mark as unread ### Real-time updates New messages and calls appear instantly — no need to refresh. Unibox uses real-time subscriptions to keep everything up to date. ### Sharing a conversation link Selecting a conversation updates the URL to include the conversation ID: ``` https://app.nedzo.ai/unibox?conversation= ``` This URL is shareable. Pasting it into the browser (or a Slack message, ticket, etc.) opens Unibox with that conversation already selected. If the conversation has moved out of the current view (for example, you selected the **Open** tab but the conversation has since been closed), Unibox still loads it via the deep link. Removing the query parameter or clicking another conversation updates the URL accordingly. ## Timeline The center column shows the full conversation history for a contact, merged across all channels in chronological order. ### Voice calls Each call shows: * **Audio player** with waveform — play, pause, and scrub through the recording * **Call details** (expandable) — direction, duration, outcome, cost breakdown * **Full transcript** (expandable) — every line of the conversation, labeled by speaker ### Messages SMS, email, Instagram, and Messenger messages appear as chat bubbles: * **Outbound messages** — right-aligned, blue background * **Inbound messages** — left-aligned, gray background * **AI responses** — marked with an "AI" badge * **Team member messages** — show the sender's name * **Email messages** — card layout with From, To, and Subject headers ### Delivery status Each outbound message shows its delivery status: | Icon | Status | | ------------------- | --------- | | Spinner | Sending | | Single check | Sent | | Double check (blue) | Delivered | | Double check (pink) | Read | | Red X | Failed | ## Replying Send messages directly from Unibox using the composer at the bottom of the timeline. ### Switching channels Use the mode dropdown to pick which channel to reply through — SMS, Email, Instagram, or Messenger. The composer updates based on the selected channel. ### SMS * Select which phone number to send from * Character counter shows segment count (160 characters per segment) * Max 1,600 characters ### Email * Add recipients in the "To:" field * Supports multiple recipients * Subject auto-filled as a reply to the original thread #### Reply-all (Cc) When an inbound email arrives with other people copied, the composer shows a **reply-all** toggle next to the recipients. Without it a reply only ever reaches the one person who sent the message, so anyone else on the thread never sees the answer. * The toggle only appears when the thread actually carries other participants. On a two-person thread there is nothing to show. * Turning it on copies in the thread's other participants. Each appears as a chip — remove any one with the **✕** on the chip if you don't want them copied. * Replies default to **sender-only**. The toggle resets after every send, and switching conversations clears it, so a Cc list can never carry from one thread to the next. * Up to **25** Cc recipients per reply. Some addresses are dropped before sending, and the reply still goes out to everyone else. When that happens you get a notice naming who was left off — `Reply sent, but not copied to …`. An address is dropped when it is: * **malformed** — not a valid email address * **one of your own channel addresses** — your workspace's inbound address is never copied back onto its own thread * **suppressed** — the address previously bounced or unsubscribed, so it stays suppressed ### Instagram Instagram only allows replies within 24 hours of the customer's last message. If the window has expired, sending is disabled with a notice. ### Keyboard shortcut Press **Cmd+Enter** (Mac) or **Ctrl+Enter** (Windows) to send. ## Contact details Toggle the right column to see contact info: * **Name** — A single field for the contact's full name. The system auto-parses it: the first word is stored as the first name, and the rest as the last name. * Phone number and email * Quick actions: Call, Email * Channel-specific info (Instagram username, Facebook Page, etc.) All fields in the contact panel are editable — click any field to update it. **Custom fields** appear in their own section between Contact Info and Recent Conversations. Every custom field your workspace defines is shown — including empty ones (marked "Not set") — and each is editable inline, so agents can read and update details like a school name or account ID without leaving the conversation.