A compact conversation panel inside the card, defaulted open. It pulls the same thread as the Contacts tab — texts, emails, calls and voicemails — and sends through the builder's own provider chain. Email bodies render inside a sandboxed frame. Filter chips narrow to SMS or email; call recordings play inline.
Also called: message the customer · text from the card · conversation on the deal
- 1Loads the thread through the shared thread spine so both surfaces show identical messages
- 2The send channel defaults to whichever the builder's account can actually send on
- 3Emails render in a sandboxed frame rather than as flattened text
- 4Channel availability comes from the organisation's settings, not from the locally cached phone or email
Reps were leaving the deal to answer a customer, which meant the reply happened somewhere the next person to open the card could not see it. Text and email now live on the deal itself. Two things had to be right: real emails arrive as table-based HTML and render as gibberish if treated as plain text, so they display in an isolated frame; and whether a channel is available is decided by the account, never by whatever phone number happens to be cached on the card — so a missing address comes back as a clear error instead of a button that quietly does nothing.
- Customer conversations living on a rep's personal phone
- HTML emails rendering as unreadable text
- Send buttons dead for reasons the rep cannot see
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