What is the conversation tab
The Conversations tab is where all conversations across your account are stored. A conversation gives you a unified view of calls (whether human or AI agent based), voicemails, and messages, grouped by contact, so you can see the full history of your interactions with someone in one place instead of switching between separate call logs and message threads.
To access conversations, click Conversations in the top menu.
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Conversation navigation and filtering
In the left side panel, you can navigate between the inboxes assigned to you. Inboxes are grouped by type, such as personal, department or AI agents, so you can quickly switch between your own conversations and those handled by shared or automated lines.
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The center panel shows all conversations inside the selected inbox, and updates automatically based on whatever you've chosen in the left side panel.
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From there, you can:
Use the search bar above the conversation list to quickly locate specific threads by phone number.
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Apply filters (for example, Read / Unread) to focus on specific types of conversations.
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Sort conversations by newest or oldest.
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Filter out closed conversations.
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Conversation entry
Each conversation entry displays the contact's name or number, the most recent interaction (such as a message preview or an outbound/inbound call), and a timestamp of that latest interaction.
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Conversation details
Clicking on a conversation opens its full message history in the right panel, where you can find:
The contact you're talking to, including their name and number
The DialLink number you're using for the conversation
All interactions related to that contact, including calls, voicemails, and text messages (SMS, MMS, and WhatsApp for Business)
Call transcriptions
Call tags, if assigned
Internal chats related to the conversation
For voicemails, you can open a side panel with more details, including a transcription and a summary, so you can quickly catch up on what was said without listening to the full recording.
To open it, click the three dots on a voicemail entry, then select View voicemail.
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For calls, you can open a side panel to see more details, including an AI-generated summary, action items, sentiment analysis, and an overall timeline of the call, giving you a fast way to review what happened and what needs to be done next.
To open it, click the three dots on a voicemail entry, then select View call.
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Tip. Click the Save as contact button to add unknown senders to your contact list.
Actions you can take in a conversation
From within a conversation, you can:
Send a message: Reply directly from the conversation thread without switching to a separate messaging view. You can send SMS, MMS, or WhatsApp for Business messages, depending on which channels are available for that contact.
Learn more about how to send a message in the Sending a message article.
Assign tags to calls: Label calls with custom tags to categorize conversations by topic, outcome, or priority, making it easier to search and filter through your call history later.
Learn how to assign calls tags to calls in the article.
Listen to recordings: Play back call and voicemail recordings directly from the conversation, without needing to download files or leave the tab.
Close old conversations: Move conversations you no longer need out of the main panel to keep your inbox focused on active threads. Closed conversations aren't deleted, they're just hidden from the main panel until you apply a filter to bring them back into view.