Applies To: All (Users, Managers & Admins)
SMS
An SMS conversation begins with an inbound or outbound SMS message
All messages exchanged without 7 days of inactivity are considered part of one conversation
After 7 days of inactivity, the conversation ends
Email
Email Conversations are distinguished by their native email threading
All replies in the same thread are counted as one conversation
Saleschat
SalesChat conversations begin with an inbound message
All replies in the same chat are counted as one conversation until the chat is marked closed
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