Managing conversations

The Dalil Unified Inbox consolidates all prospect, customer, and partner interactions across Email, WhatsApp, and LinkedIn 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. Thread previews show the contact's name, channel icon, recent message snippet, last interaction timestamp, and unread indicator, plus whether the contact is tracked in your People database, for quick scanning and prioritization.

Message timeline and formats

Opening a conversation reveals a chronological message timeline showing all exchanges. Dalil supports viewing and sending images, documents, voice notes, and file attachments; all remain accessible within the conversation.

Each message shows its channel of origin, and you pick the channel tab (Email, WhatsApp, LinkedIn) and sender account you're working from, so replies always go out through the right identity.

Conversation organisation

• Tracked / Not in People: whether the contact is linked to your People database; use Add to people to track them (see Linking conversations to CRM records)
• Favourites: pin important threads so they surface in the Favourites section
• Archived: hidden from the main list but retained for reference
• Groups: group conversations, listed in their own section
• Shared Threads: threads teammates have shared with you

Replying

The reply composer supports:

• Manual replies with rich text and attachments
• Templates: save reusable messages and insert them from the template picker
• AI reply: the agent reads the chat history and drafts a response; optionally give it tone, goal, or details, and attach business context files. The credit cost is shown before generating.
• Compose email and Start chat for new outbound conversations, plus reply-all and forwarding for email

Thread actions

On any thread you can:

• Mark as read / unread
• Add to Favourites
• Archive
• Share the thread with teammates
• Add comments for internal discussion
• Link to CRM records, pipelines, and opportunities

Select multiple threads to apply bulk actions at once: Add to Favourites, Archive, Mark as Read, Share, or Un Sync (stop tracking the contacts; see Managing personal or unsynced conversations).