Managing conversations
Reply to email, WhatsApp, and LinkedIn messages and link every thread to the right CRM record.
Unified Inbox Overview
The Dalil Unified Inbox consolidates all prospect, customer, and partner interactions across multiple channels into organized conversation threads, enabling teams to maintain context and respond efficiently without switching between platforms.
Conversation Threads
Communication with each contact is grouped into threads displaying the full message history across one or multiple channels. Thread previews show contact name, company affiliation, channel origin, recent message snippet, last interaction timestamp, and unread indicators for quick scanning and prioritization.
Message Timeline and Formats
Opening a conversation reveals a chronological message timeline showing all exchanges, including text, email, WhatsApp, LinkedIn messages, and system events. Dalil supports viewing and sending images, documents, voice notes, and file attachments — all remain accessible within the conversation.
Channel Management
Each message includes a channel indicator showing its origin. Dalil keeps the communication history unified inside the same thread even when conversations span multiple platforms, maintaining relationship context across email, WhatsApp, and LinkedIn.
Conversation States
- Tracked: Linked to CRM records and actively monitored
- Untracked: Not yet linked to CRM records; allows Person record creation
- Archived: Hidden from the main inbox but retained for reference
- Assigned: Distributed to specific team members for clear accountability
Replying and Actions
The reply composer supports manual responses, AI-assisted suggestions, message templates, and file attachments — automatically routing replies through the correct channel. Thread-level actions include marking read/unread, archiving, assigning, linking to CRM records, sharing, and snoozing for follow-up.
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