Conversations

Conversations is Harmonia's unified inbox. Every email, SMS, WhatsApp message, web-chat ping, and social DM you exchange with a contact lands here, threaded against the contact who sent it.

Why unify

Most CRMs split channels: an email tab, a separate SMS app, a chat widget that lives outside the contact record. The result is that nobody on the team can tell what was actually said to a contact without checking four places.

Conversations flattens that. The thread for "Jordan Park" shows the email you sent last Monday, the SMS reply she sent Tuesday, the voicemail transcript from Wednesday's missed call, and the WhatsApp follow-up — all in chronological order, with channel icons indicating where each message came from.

Layout

Three panels:

• Left — the conversation list. Sortable by recency, assignee, status (open, snoozed, closed), and channel.
• Center — the active thread. Reply box at the bottom supports rich text, file attachments, canned responses, and emoji.
• Right — the contact panel. Their phone, email, tags, open opportunities, recent activity, and notes. The same data you'd see on the contact detail page, condensed.

On mobile the panels stack and you swipe between them.

Channels supported today

Channel coverage depends on which connectors you've set up in Settings → Integrations.

Assignments and status

A conversation can be assigned to one team member — that's who's on the hook to respond. Status moves through open → snoozed → closed. Snoozed conversations disappear until their snooze time hits, then reappear at the top of the inbox. Closed conversations stay in the contact's timeline but drop out of the active list.

Canned responses and AI suggestions

Build a library of canned responses in Settings → Canned Responses and insert them with a slash command in the reply box. The AI assistant can also suggest replies in-line — it reads the thread, the contact's history, and any internal notes, then offers a draft you can edit before sending.