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Conversations

Conversations brings every client and vendor conversation into one inbox — email, support tickets, general mail from senders not yet in your records, and (when messaging is enabled on your plan) text messages, WhatsApp, and website chat. Read, reply, and start new messages without switching screens.

Opening the inbox

Choose Conversations in the left sidebar. The badge shows how many conversations have new messages waiting. Administrators see every conversation; team members see conversations for the clients and vendors they have permission to view.

Finding what needs attention
  • Channel tabs — switch between All Channels, Email, and Support Ticket. Administrators also see a General Mail tab, and plans with messaging enabled add SMS/MMS, WhatsApp, and Chat tabs.
  • Unread — conversations with new inbound messages show in bold with a dot at the right edge. Click Unread only to hide everything else.
  • Search — matches names, subjects, and the latest message text.
  • Hide system tickets — on the All Channels and Support Ticket tabs, hides automated tickets that are not linked to a client or vendor (error reports, missed-call notices) so real customer traffic stands out.
  • Status filter — on the messaging tabs, narrow the list to Active, Archived, or Closed conversations.
  • Archive — put a conversation away without losing anything: archived conversations leave the inbox and the unread badge, and come back automatically the moment a new message arrives. Archive from the row menu, the thread header, or in bulk; the Archived button shows everything you've put away.
  • Bulk actions — tick the checkboxes on the left of the list and a toolbar appears: archive, mark read, or (for General Mail) ignore senders and delete — clean up a whole screen of conversations in one go.

Each row also has a small menu for quick actions: open the conversation in a floating chat window, or archive/close it while it is active.

Reading and replying

Open a conversation to read the thread as chat bubbles — your team's messages on the right, your contact's on the left. On text and WhatsApp threads, the marks under your messages show delivery status: a clock while sending, one check when sent, two checks when delivered, and a warning if a message could not be delivered.

  • Reply from the box at the bottom. Replies always go out on the conversation's own channel: email threads send an email, ticket threads post a reply to the ticket, and message threads send the text, WhatsApp, or chat message.
  • Details — the button in the header shows the conversation's status, participants, and who started it, with Archive and Close actions.
  • Attachments — website chat conversations support file attachments via the paperclip.
  • WhatsApp reply window — WhatsApp allows freeform replies for 24 hours after the client's last message. Outside that window, Xagle prompts you to send one of your approved templates instead, so your message still delivers.
  • Open Full View — support-ticket conversations link to the full Support Desk ticket for assignment, tags, and internal notes. If a ticket is deleted in Support Desk, its conversation leaves the inbox automatically.
Starting a new message

Click New Message at the top of the inbox, search for the client or vendor, and pick a channel:

  • Email — always available when the contact has an email address. Add a subject, type your message, and send without leaving the inbox.
  • Text / WhatsApp — sends right from the inbox when an active conversation already exists. If there isn't one yet, Xagle walks you through starting it (the contact needs a phone number, and messaging must be enabled on your plan).
  • Chat — website chat conversations start from your client's side in the Client Portal.

After sending, you land directly in the conversation's thread.

General Mail — mail from people who aren't clients yet

Your company can receive email into Xagle at its inbound address (or from any mailbox you forward into it). When a message arrives from a sender Xagle recognizes — a client, vendor, or one of their contacts — it files straight into their conversation. General Mail is where everything else lands: website-form inquiries, messages from prospects, and mail from anyone not in your records yet. Nothing sent to you gets lost — it all shows up somewhere.

General Mail is visible to administrators only, grouped into one conversation per sender address. New arrivals raise the same bell, push, and away alerts as other inbound email. Each message shows the To and CC addresses it was sent to, so you can always trace which mailbox routed it into Xagle.

Open a General Mail conversation and the header offers three ways to deal with the sender:

  • Link Sender — search for an existing client or vendor and attach the sender to them. Their whole mail history moves onto that client or vendor's conversation and Communication tab, and future mail from the address files there automatically.
  • New Client / New Vendor from Sender — one click creates the record from the sender's name and address, then moves their mail across. Perfect for turning a promising inquiry into a client.
  • Ignore Sender — for senders you never need to act on (automated notices, vendor newsletters). Ignored conversations hide from the list and stop raising alerts; the Show Ignored filter brings them back if you change your mind.
  • Delete — permanently removes a General Mail conversation and its stored messages, from the row menu or in bulk. Delete is only offered here: client, vendor, ticket, and messaging history can never be deleted from the inbox.

You can also simply reply — your answer goes out as a normal email, and the sender's response threads back into the same conversation.

Messages that were also addressed to your Support Desk address don't appear here — the ticket the Support Desk created is the single visible copy, so nothing shows up twice.

Live updates

With Broadcasting turned on (Pro plans), new messages, replies, and reactions appear the moment they happen — no refresh needed. See Real-Time Updates (Broadcasting). Without it, screens check on a timer and can run up to a minute behind.

Text messaging (SMS)

Conversations can send and receive real text messages with your clients from a dedicated business phone number. Messages appear as threads in Conversations, and clients simply reply from their phone. US carriers require every business sender to be registered (called A2P 10DLC registration) — Xagle handles that registration for you during setup.

SMS pricing
  • $149 one-time carrier registration — billed when your number is provisioned. This covers your dedicated phone number and the carrier-registry brand and campaign registration. It is non-refundable, because the carrier registry charges these fees whether or not the service is used.
  • $15 per month, which includes 500 messages.
  • $0.03 per message beyond the included 500.
  • SMS service has a 3-month minimum term. The monthly fee and any overage are billed at the start of each month for the previous month.
Turning on SMS
  • 1. Enable the channel — an administrator turns on SMS under Conversation Settings.
  • 2. Choose your number — on the Messaging Services page, search by area code or by vanity word (letters are matched to keypad digits). The one-time registration fee is charged when the number is provisioned.
  • 3. Register with the carriers — the A2P registration wizard collects your business details and pre-fills a carrier-compliant campaign for you. Review, adjust if needed, and submit. Before submission, Xagle checks your answers against the known causes of carrier rejection and tells you exactly what to fix. Carrier review typically takes a few hours to a few days; you are emailed at every milestone.
  • 4. Start messaging — once the campaign is approved, your number is fully registered and messages deliver at full carrier trust.

If your website is branded under a different name than your legal business name, the carrier registry requires the website to identify the legal entity — a footer line such as “BrandName is a brand of Your Legal Name LLC” is sufficient. The wizard will tell you if this applies to you.

API access for developers

Everything on this page is also reachable programmatically: list conversation threads (filtered by client, vendor or channel), read messages, send replies and manage read/archive state through the REST API. See The Xagle Communications API.

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