Conversations

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Overview

Conversation management in OpenPhone helps you stay organized and ensures important communications never slip through the cracks. Use conversation states, statuses, and organization features to maintain an efficient workflow and prioritize customer interactions effectively.

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Understanding conversation states

Conversations in OpenPhone have distinct states that help you track and prioritize your communications: Open conversations:

• Active conversations requiring attention or follow-up
• Default state for new incoming messages and calls
• Visible in your main inbox view for immediate access

Unread conversations:

• Messages or calls not yet viewed by any team member
• Display notification indicators on phone numbers
• Serve as automatic reminders for timely responses

Done conversations:

• Completed interactions archived from main view
• Accessible through the “Done” filter when needed
• Maintain conversation history for future reference

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Marking conversations as done

Use the “Done” status to clear completed tasks and keep your inbox organized:

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From web or desktop app

1. Launch the OpenPhone web app or desktop application
2. Select the conversation you want to mark as done
3. Click the checkmark (✓) icon to mark the conversation as complete

The conversation will move out of your main inbox but remain accessible through the “Done” filter.

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From mobile app

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Marking conversations as unread

Use the “Unread” status as a personal or team reminder system:

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From web or desktop app

1. Launch the OpenPhone web app or desktop application
2. Select the conversation you want to mark as unread
3. Click the envelope icon to mark as unread

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From mobile app

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Conversation workflow strategies

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Personal productivity workflows

Daily inbox management:

1. Morning review: Check unread conversations and prioritize responses
2. Active work: Keep important conversations open during discussions
3. Completion tracking: Mark conversations done when resolved
4. Follow-up system: Use unread status for items needing later attention

Task prioritization:

• Urgent: Keep open for immediate attention
• Follow-up needed: Mark unread as personal reminders
• Completed: Mark done to maintain inbox clarity
• Reference: Access through done filter when needed

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Team collaboration workflows

Shared responsibility:

• Unread indicators: Alert team members to new customer messages
• Status coordination: Use consistent marking to avoid duplicate work
• Handoff management: Mark unread when passing conversations between team members
• Completion tracking: Mark done when customer issues are resolved

Workflow optimization:

• Morning standup: Review unread and open conversations as a team
• Coverage planning: Ensure all unread conversations have assigned owners
• End-of-day cleanup: Mark completed conversations as done
• Weekly review: Check done conversations for follow-up opportunities

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Team workflow strategies for conversation management

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When to mark conversations done

• Customer issue resolved: Problem solved and customer satisfied
• Information delivered: Verification codes, confirmations, or updates sent
• One-time interactions: Promotional messages or temporary communications
• Completed tasks: Delegated work finished and confirmed
• Archived references: Important but inactive conversations

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When to mark conversations unread

• Follow-up required: Need to respond but not immediately available
• Team coordination: Alert colleagues to important messages
• Reminder system: Personal flags for later action
• Pending information: Waiting for details before responding
• Priority flagging: Mark important conversations for quick identification

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Maintaining inbox organization

Daily habits:

• Review unread conversations first thing each morning
• Mark conversations done immediately upon completion
• Use unread status strategically for genuine follow-ups
• Archive promotional or verification messages promptly

Weekly maintenance:

• Review done conversations for any missed follow-ups
• Clean up old conversations that no longer need tracking
• Assess conversation flow patterns for process improvements
• Update team workflows based on conversation volume

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Advanced conversation management

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Keyboard shortcuts

For faster conversation management on web and desktop:

• Press E to mark conversation as done
• Press U to mark conversation as unread
• Press O to mark conversation as open
• Use arrow keys to navigate between conversations

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Integration with other features

Contact management:

• Add notes to contacts based on conversation outcomes
• Tag contacts with relevant information for future reference
• Update contact properties based on conversation insights

Team coordination:

• Use @ mentions in conversations for team member alerts
• Pin important conversations for team visibility
• Share conversation insights during team meetings

Performance tracking:

• Monitor response times to unread conversations
• Track conversation completion rates
• Analyze conversation patterns for workflow optimization

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FAQs