Work calls and texts in Conversations

Conversations is your team’s shared inbox. Each customer’s calls and texts on a line sit together in one thread, with the AI agent’s calls, their summaries and recordings alongside your team’s texts.

Where

Conversations, in the sidebar

Plans

Every plan

You see

Threads on the numbers you’re a member of, and calls you answered

ThreadsCopy Anchor Link

A thread is one customer’s number on one of your lines. If the same customer calls two of your lines, that’s two threads; Group, on by default, shows them as one row.

Choose what to see:

• Conversations: every thread. Messages: threads with texts. Calls: one row per call.
• All, Unread, Assigned to me or Done.

A thread’s Status is Open, Unread or Done, and it’s shared by the whole team. A new text marks the thread Unread, even one that was Done, and opening it marks it Open for everyone. Set Assignee to give a thread to a teammate; they aren’t notified, so tell them, or have them check Assigned to me.

Assignments, status changes and other changes show in the thread as they happen.

Find a conversationCopy Anchor Link

Search finds a contact’s name or email, a phone number, or the latest message in a thread. On the Calls tab it also searches the AI summary of each call. To search what was said on one call, open the call and use Search transcript.

Filter narrows the list by line, direction, teammate, AI agent, sentiment, outcome, dates, calls with a recording, voicemails, or threads still waiting on your reply.

Review gives one-click filters: Negative sentiment, Voicemail follow-up and Unresponded.

Views saves the current tab, status, search and filters under a name. Tick Share with team to let everyone use it.

Reply to a textCopy Anchor Link

Type in the box at the bottom and select Send, or press Enter. The reply goes from the line the thread is on.

• The counter shows how many characters you’ve used and how many texts it will take. A text holds 160 characters, or 70 with emoji and some accented letters; longer ones are sent in parts.
• AI suggests two or three replies based on the recent texts in the thread. Type how you’d like them to sound and select Steer for another. Selecting one puts it in the box to edit; nothing is sent until you send it.
• Attach adds JPEG, PNG or GIF images, or PDFs: up to 10 files, 5 MB each, and 600 KB for a PDF.

To text someone new, start a conversation, enter their number under To and choose the line to send From.

Schedule a textCopy Anchor Link

Select Schedule, write the text, and pick a date and time up to 90 days ahead, in your browser’s time zone. Cancel if they reply first is on by default: if the customer texts that thread before it sends, the scheduled text is cancelled.

Scheduled texts appear under Scheduled until they send, where you can cancel them. If one can’t send, you get a notification saying why. A scheduled text counts as an automated text, so it uses your prepaid credits rather than your plan’s included texts.

Calls in a threadCopy Anchor Link

Each call shows its result, who handled it and a one-line summary. Select Details to open it:

• Recording: play it, or download it with the Export Calls permission. Playing recordings needs the Listen to Recordings permission, which Workspace Admins and Managers have to start.
• AI handling: who handled the call, which AI agent, the outcome, sentiment, the tools it used and who ended the call.
• AI summary, Outcome fields and Transcript.
• Internal notes: notes for your team, never sent to the customer. Type @ and a teammate’s name to mention them; they get a notification in Crulon.
• Create ticket from call, Callback and Mark done.

Every play and download of a recording is logged, and so are live listen-ins and transcript reads. Who listened, on the Calls tab, shows who accessed the calls you took part in. See Recording and voicemail.

Texting rulesCopy Anchor Link

Numbers from Crulon in the US and Canada can text customers in the US and Canada. Before a number can send, it may need registering; see Register your numbers for texting. Numbers on your own carrier are voice only.

When a customer texts STOP (or UNSUBSCRIBE, CANCEL, END, QUIT or a similar word), they’re opted out of texts from every number in your workspace, and their carrier sends them a short confirmation. They can text START to opt back in. HELP gets a short reply from the carrier. These words only count as the whole text; a longer message that includes “stop” arrives as normal.

To see who has opted out, or opt a number out yourself, open Settings > Trust Center.

Texts your team sends straight away are included in your plan, subject to fair use, and texts you receive are free. Scheduled texts use prepaid credits.

NotificationsCopy Anchor Link

New texts, missed calls, voicemails and @mentions notify you in Crulon. A new text notifies the thread’s assignee, or the people on that number when no one is assigned. Turn on email for missed calls and voicemails in your notification settings; it’s off to start. See Notifications.