Conversations 101

Overview

The Conversations section in PXME is your central inbox for managing all patient and lead communications. Here, you can send and receive SMS, email, and social messages in one place, collaborate with your team, and keep track of contact details without leaving the screen.

This article provides a full tour of the Conversations page: left panel, middle panel, and right panel.

Left Panel: Navigating Conversations

• Inbox: Displays all incoming and outgoing messages.

• Tabs:

  • Unread: Messages that still need to be read.

  • Recents: Most recent conversations.

  • Starred: Messages you’ve marked for easy access.

  • All: Displays all conversations (system limited to 100 at a time).

• Search & Sort: Search by contact or message, and sort by oldest or latest.

• Filters:

  • Assigned (Contact Owner)

  • Follower Assignment (contacts you follow)

  • Mentions (@username)

  • Last Message Direction (inbound vs outbound)

  • Last Outbound Message Type (SMS, email, etc.)

  • Last Message Channel (Facebook, Instagram, SMS, etc.)

✅ You can also start a new conversation by clicking the pencil icon. Choose direct message or group message.

Middle Panel: Conversation History & Messaging

Viewing Conversations

• Click on a message to open full history.

• Scroll up to load older messages.

• Use top bar actions: Archive, Star, Mark Read/Unread, Delete, or Filter by Activity.

• Select multiple conversations for bulk actions.

Composing an Email

• Switch channels to compose via email.

• Options include: Formatting, Attach Files, Links, Images, Emojis, Snippets, Request Payment, More Options (custom values, trigger links).

• Supports drag & drop file uploads (up to 25 MB). Files larger than the limit upload as a media library link.

• CC and BCC are supported.

• View message details (sender, recipient, status, etc.).

Composing an SMS

• Choose the “From” number (default, last-used, or assigned).

• Choose the “To” number (default is primary contact).

• Options: Attachments, Emojis, Templates, Payments, More Options.

Permissions:

• Admins: See all numbers.

• Users: See default, assigned, unassigned, and last-used numbers.

Scheduling Messages

• Schedule SMS or emails for a future time.

• Default: next day at 9 AM (editable).

• Can adjust time zone.

• Cancel by editing and selecting Cancel Send.

Internal Comments

• Use @mentions to collaborate privately with your team.

• Comments are not visible to contacts.

Drafts

• PXME saves unsent messages automatically.

• Pick up where you left off if you leave the page.

• Note: Not yet supported for WhatsApp messages.

Right Panel: Contact Management Sidebar

The expandable sidebar gives quick access to contact records:

• Contact

  • Manage details: name, phone, email, owner, tags, campaign/workflow associations, Do Not Disturb.

  • View creation source and date.

• Appointments

  • Book, view, or reschedule appointments.

• Opportunities

  • Create and edit sales pipeline opportunities.

• Tasks

  • Add, edit, or delete tasks for a contact.

  • Undo accidental deletions.

• Notes

  • Write, edit, or delete notes.

  • Undo accidental deletions.

FAQ

1. How can I filter conversations by specific criteria?
   Use filters such as Assigned, Mentions, Last Message Direction, Last Outbound Type, or Last Channel.

2. What options are available when composing an email?
   Formatting, CC/BCC, attachments, links, images, emojis, snippets, payments, custom values, and trigger links.

3. Can I schedule messages to be sent later?
   Yes — both SMS and emails can be scheduled. Default is next day at 9 AM, but you can edit the date/time.

4. How do I manage contact details in the right panel?
   You can update contact info, tags, campaigns, DND settings, and view opportunities, appointments, tasks, and notes.

5. Are unsent messages saved as drafts?
   Yes — all unsent messages are saved as drafts, except for WhatsApp (not yet supported).