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The Conversation Widget is the central hub for all customer and internal communications within Custral. Email, SMS, voice and chat with the same person arrive in one thread, so a reply does not depend on which channel it came in on.

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Supported Channels

The Conversation widget handles these channels:
  • Email: Send and receive emails directly within the thread.
  • SMS/MMS: Text customers and receive photo/video attachments.
  • Internal Chat: Collaborate with teammates in private side-threads attached to customer records.
  • Support Chat: Real-time web chat for customer support.

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Key Features

  • Omnichannel Threading: All messages from a single customer, regardless of the channel, are unified into a single chronological thread.
  • Shared Inbox: Multiple team members can view, claim, and respond to conversations simultaneously.
  • Internal Notes (@mentions): Tag teammates directly within a customer thread to ask for help or provide context.
  • Automated Routing: Use Custral workflows to automatically assign conversations to the right team or individual.
  • Canned Responses: Save and reuse common snippets to ensure consistency and speed.

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Configuration

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Best Practices

  • Use Internal Notes for Context: Always leave a note when handing off a conversation to another teammate.
  • Link to Records: Conversations are most useful when linked directly to Accounts, Deals, or Tickets.
  • Monitor Response Times: Use Custral BI to track and improve your team’s average response time.

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Example Workflow

  1. A customer sends an Email about a technical issue.
  2. The Conversation Widget automatically routes it to the “Support” team.
  3. A support agent @mentions a developer in an internal note for advice.
  4. The agent responds to the customer via SMS for a quicker resolution.
  5. Once resolved, the conversation is marked as Closed, updating the linked Support Ticket.