Conversations

Every call and text message with your contacts, all in one place. No switching between tools.

Overview

The Conversations inbox is your central hub for all contact communication in Volume Reach. Whether a contact replied to a broadcast, responded to an AI agent, called your number, or sent a brand-new inbound message, it all lands here.

From Conversations, you can:

• Read every message in a contact's full history
• Send a reply via SMS to any contact
• Filter your inbox to focus on what needs attention
• Track AI agent activity and review automated replies
• Find any conversation quickly with search

Conversations is available on all Volume Reach plans.

How It Works

When a contact sends you a message or you receive a call, a conversation record is created automatically. The conversation stores the full history — every message sent and received, every call result, and any AI agent activity — so you always have context when you follow up.

The inbox uses a two-pane layout:

• Left pane — Your conversation list, with filters and search at the top.
• Right pane — The full conversation thread for whichever conversation you have selected.

You never need to leave the page to read and reply. Select a conversation on the left, compose your reply on the right, and send.

Tips & Best Practices

• Use filters to stay focused. The Unread and Needs Attention tabs let you zero in on conversations that need a response, so you are not scrolling past resolved threads. See Inbox Views.
• Reply promptly to escalated conversations. When an AI agent flags a conversation as Needs Human Attention, a timely follow-up from your team can significantly improve conversion rates.
• Use search for individual contacts. If you need to find a specific person's conversation, use the search bar rather than scrolling through the full list.
• Review AI activity regularly. The AI Activity Log view shows everything your SMS agent has said. Reviewing it helps you catch issues with your agent's responses before they affect more contacts.
• Keep opt-outs in mind. Contacts who have opted out appear in the Opted-out tab. You cannot send them messages, and Volume Reach enforces this automatically.