Workflow Action: Edit Conversation

What Is the Edit Conversation Workflow Action?

The Edit Conversation workflow action allows you to automatically update the status of a conversation based on triggers in your workflow. Instead of manually organizing your communications inbox, you can set up rules to mark conversations as read or unread and to archive or unarchive them. This helps your team stay organized and ensures important messages receive the proper attention.

When you mark a conversation as read using this action, it clears the unread indicator for that conversation in your CRM's inbox.

Benefits of Using This Action

• Automates Inbox Management: Reduces the time spent manually updating conversation statuses.
• Improves Focus: Helps your team quickly identify which conversations still need attention by controlling read/unread status.
• Keeps the Inbox Tidy: Automatically archives finished conversations to reduce clutter, or unarchives them when they become relevant again.
• Streamlines Processes: Integrates conversation management directly into your automated business workflows.

How to Configure the Edit Conversation Action

Step 1: Access Your Workflow

Navigate to the Automation section of your CRM and open the workflow where you want to add the action. You can edit an existing workflow or create a new one.

Step 2: Add the Action

Within the workflow editor, click the + Add Action button. Search for and select the action named Edit Conversation.

Step 3: Configure the Action Settings

After adding the action, you will see configuration options. Give the action a clear name for your own reference within the workflow.

You can then configure two main settings:

• Mark as Read or Unread: Choose to set the conversation's status to Read, Unread, or None to leave the current status unchanged.
• Archive or Unarchive: Choose to Archive the conversation (moving it out of the main inbox view), Unarchive it (bringing it back), or select None to leave its archived state as-is.

Step 4: Save and Activate

Once configured, save the action. Remember to publish your workflow for the automation to become active. The action will now execute based on your workflow's trigger.

Common Questions

Can I use this to archive conversations after a customer replies?

Yes. You can set up a workflow triggered by an event like Contact Replied and use the Edit Conversation action with the Archive setting to automatically tidy up finished chats.

What happens if I set both options to 'None'?

If both the read/unread and archive/unarchive settings are set to None, the action will not modify the conversation in any way. It will pass through the workflow without making changes.

Does this action send a notification to the contact or user?

No. This action only changes the internal status of the conversation within your CRM. It does not send any notifications. If you need to alert a team member, you would need to add a separate notification action to your workflow.

Can this action edit multiple conversations at once?

No. This action is designed to edit the single conversation that triggered the workflow step. It does not perform bulk edits on multiple conversations simultaneously.