Managing conversations is at the core of great customer support, but it can be challenging when messages are coming from different channels like email, live chat, or social media. MessageHub simplifies this by bringing all your conversations into one place, making it easy to stay organized and respond quickly. In this article, we’ll walk you through everything you need to know to manage conversations efficiently. .png)
Requirements
An active ClickFunnels account
The MessageHub App.
What is a Conversation in MessageHub?
A conversation is an exchange of messages between your team and a customer. It starts when a customer reaches out through one of your connected channels. Think of it as an email thread or chat stream, but fully centralized in MessageHub. Here’s what qualifies as a channel:
Website live chat: Messages sent through the chat widget on your site.
Social media platforms: Direct messages from Instagram, Facebook, or Twitter.
Messaging apps: Chats from WhatsApp, Line, or Telegram.
Email inboxes: Customer support or sales emails.
Custom integrations: Messages received via APIs or third-party apps connected to MessageHub.
Each channel you connect is turned into an Inbox, and all conversations from that channel are synced into your dashboard. This setup ensures that no matter where your customers are reaching out from, you can manage everything in one place. To learn more about adding inboxes to MessageHub, check our Adding Inboxes article.
Accessing MessageHub Conversations
Click MessageHub in the left-hand menu of your ClickFunnels Workspace.
The Conversations tab opens by default, showing all your messages.
Exploring the Conversations Tab
MessageHub organizes all your customer interactions into a single, easy-to-navigate space. Conversations are displayed in the Conversations tab, sorted chronologically so the newest messages always appear at the top. Conversations are grouped into sections to help you quickly find, manage, and prioritize your messages.
Sidebar
The sidebar helps you filter and organize conversations:
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All Conversations: View every conversation across all channels and statuses.
Mentions: See conversations where teammates have tagged you for input or collaboration.
Unattended: Focus on conversations that haven’t received a response in a specific timeframe.
Chat Inboxes: Displays the channels you’ve connected to MessageHub, such as Email or Site.
Chat Labels: Use labels like Urgent or Feedback to categorize conversations. You can also create custom labels to fit your workflow.
Conversation List
The center panel displays all conversations based on the view or inbox you’ve selected. Conversations are shown in chronological order, with the newest activity at the top. At the top of the conversation list, you can switch between three tabs to narrow down what’s displayed:
Mine: Displays conversations assigned to you.
Unassigned: Lists conversations that haven’t been assigned to any agent yet.
All: Shows every conversation.
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Each conversation displays:
The channel (e.g., email, live chat).
The customer’s name.
A snippet of the latest message.
The assigned agent, if applicable.
The time since the last activity (e.g., "3 months ago").
Search, Filter, and Sort
MessageHub offers tools to help you quickly locate and organize conversations. These options are prominently displayed at the top of the conversation list: .png)
Search: The search bar allows you to look for specific keywords or messages across all conversations. Simply type a word or phrase, and the list will update to show matching results.
Filter: The filter icon lets you narrow down the list of conversations based on specific criteria, such as status, assigned agent, or labels. You can combine multiple filters using AND or OR for more advanced filtering.
For example, you can filter conversations to show only those marked as Pending and assigned to a particular team. Once you’ve applied filters, the conversation list updates automatically. To clear the filters and reset the list, click the Clear Filters button next to the filter icon.
Sort: Use the sort dropdown to change the order of conversations by criteria like Newest First or Oldest First for easier navigation.
Creating Conversations in MessageHub
Conversations in MessageHub typically begin when a customer contacts you through a connected channel, like live chat or email. To start handling conversations, you’ll first need to set up an inbox. Here’s how you can create your first conversation using a live chat channel:
Go to Chat Settings > Chat Inboxes and click Add Inbox.
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From the available options, select Website to enable live chat.
Complete the setup by filling in the required fields, such as your website Name and URL.
Test the live chat by visiting your website and sending a message through the widget.
Open the MessageHub dashboard, where you’ll see the test message appear in the Conversations tab. From there, you can reply, assign the conversation to a teammate, or update its status.
For more detailed steps, check the Website Chat Inbox Configuration article.
What Happens When You Receive a Conversation?
When a customer sends a message, or you initiate one through a connected channel, you can manage the conversation directly from the dashboard. Any replies you send will automatically be delivered to the customer via the same channel they used to contact you.
Assigning Conversations in MessageHub
Assigning conversations ensures that the right team member handles each customer inquiry, improving efficiency and response times. You can assign conversations to yourself, another agent, or an entire team.
Go to the Conversations tab and click on the Unassigned view to see conversations waiting for assignment. Select the conversation you want to manage.
On the right-hand panel, under Conversation Actions, locate the Assigned Agent field. Click Assign to me to take ownership of the conversation.
To assign the conversation to a teammate, click the dropdown menu under Assigned Agent, and select the agent’s name from the list.
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If the conversation needs to be routed to an entire team (e.g., Sales or Support), use the Assigned Team dropdown and select the appropriate team.
Once assigned, the conversation will move from the Unassigned view to the Mine view (if assigned to you) or to the respective agent's view. The Assigned Agent or Assigned Team field will display the updated information.
Organizing and Managing Conversations
MessageHub provides tools to help you stay organized, prioritize tasks, and respond quickly to customers. Here’s how to make the most of these tools:
Reply and Private Notes
Use the Reply box to respond directly to the customer. Replies are sent through the same channel they used, like email or live chat. You can format text, attach files, or use canned responses to save time.
Switch to Private Note to leave internal comments visible only to your teammates. Private notes are great for sharing context or instructions when reassigning a conversation.
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Key Conversation Actions
At the top of the conversation window, you'll find actions that help you manage the status of conversations efficiently: .png)
Mute: Silence notifications for the conversation. This is helpful for threads that don’t require immediate alerts but still need to remain active.
Send Transcript: Email a record of the conversation to the customer or other stakeholders. This is useful when a customer requests a copy or for internal documentation purposes.
The Resolve button offers several ways to manage conversations:
Click Resolve directly to mark the conversation as resolved and move it to the archive.
Click the arrow next to Resolve to access additional options:
Snooze: Temporarily hide the conversation from your active list until it’s time to follow up.
Mark as Pending: Update the conversation’s status to pending when waiting for a response or further information.
Contact Details
The Contact Details section on the right side of the conversation window provides essential information about the customer, including their email address, phone number, and other details like company or bio (if available). .png)
From this panel, you can take the following actions:
New Message: Start a new message directly to the customer.
Edit Contact: Update the customer's details, such as their name, email, or phone number.
Merge Contact: Combine duplicate customer profiles into one for better organization.
Delete Contact: Remove the customer’s profile if it’s no longer needed.
Conversation Actions
Assign Agent or Team: Assign the conversation to yourself, another agent, or an entire team.
Set Priority: Mark conversations as High, Normal, or Low to focus on the most urgent tasks first.
Add Labels: Tag conversations with labels like Billing or Urgent to categorize and organize them for easier filtering later.
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Macros
Use macros to automate repetitive tasks. For example, send a pre-written reply, apply a label, and mark a conversation as resolved—all in one click. To learn more about chat macros, refer to the Creating and Using Chat Macros article. .png)
Conversation Information
Expand the Conversation Information section to view key details about the conversation, such as when it was initiated, the customer’s browser and operating system, and the webpage or source URL where the conversation began.
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Contact Attributes
Under Contact Attributes, you’ll find additional details about the customer, such as their email address, phone number, or any custom fields your team has configured. This information helps personalize your responses.
Previous Conversations
Use this section to see a log of all past interactions with the same customer. Reviewing previous conversations can provide context and ensure consistent support.
Conversation Participants
The Conversation Participants section shows which agents are currently involved in the conversation. If no one has joined yet, you can click Join Conversation or use the gear âš™ icon to select participants. .png)