Every way a customer reaches you lands in the same inbox: phone calls, text messages, emails, and messages from your Google Business Profile. No more checking four places. No more "I thought you saw that one."

What lands in Conversations

  • Texts to your business number — including replies to your automatic messages
  • Calls — with the recording and a missed-call marker when nobody picked up
  • Emails to your business address
  • Google messages — when a customer messages you from your Google listing

Each customer gets one conversation thread, no matter which channel they used. The whole history stays in one place, attached to their contact.

Screenshot placeholderConversations screen with a mix of channels visible

Working the inbox

  1. Open Conversations. Unread threads are at the top.
  2. Open a thread to see the full history — every message, every call, every channel.
  3. Type your reply and choose how to send it (text or email). Text is usually best — it's what customers answer.
Screenshot placeholderan open conversation showing the reply box and channel selector

A few things worth knowing

  • When you reply, the robots step aside. If a customer is in an automatic follow-up sequence and they reply — or you jump in — Escape stops chasing. Nobody gets a "just checking in!" text mid-conversation. Details in How Escape replies and follows up automatically.
  • Missed a call? The customer already got a text back before you even saw it. See What happens when you miss a call.
  • Techs see their own conversations — customers on their jobs — so the field can answer without the office relaying everything.

Good habits

  • Clear the inbox every morning and after lunch. Speed wins jobs.
  • Reply by text when in doubt — over 90% of texts get read within minutes.
  • Keep it in Escape. If a customer texts your personal cell, ask them to use the business number so the whole team can see the history.