The Dalil Unified Inbox centralizes all conversations with prospects, customers, and partners across channels. Each interaction appears as a conversation thread, allowing you to read history, reply, and take action without leaving the inbox.

This article explains how conversations are organized and how to manage threads efficiently.

Conversation threads

In the Unified Inbox, every communication with a contact is grouped into a thread.

A thread represents the full history of messages exchanged with a person across one or multiple channels.

Each thread in the inbox list displays key information:

• Contact name and avatar

• Company name (if linked to a CRM record)

• Channel icon indicating where the conversation originated

• Preview of the most recent message

• Timestamp of the last interaction

• Unread message indicator

Threads help you quickly scan conversations and prioritize the ones that require attention.

Message timeline

When you open a conversation, Dalil displays the message timeline.

The timeline shows all messages exchanged with the contact in chronological order.

Messages may include:

• Text messages

• Emails

• WhatsApp messages

• LinkedIn messages

• System events related to the conversation

This timeline provides full context so you always understand what has already been discussed.

Attachments and Media

Conversations in Dalil support multiple message formats.

You can view and send:

• Images

• Documents

• Voice notes

• File attachments

All shared files remain attached to the conversation so they can be accessed later without searching through external tools.

Channel indicators

Each message includes a channel indicator showing where the message originated.

This allows you to manage multi-channel conversations while still understanding which platform a message belongs to.

Even when a conversation spans multiple channels, Dalil keeps the communication history unified inside the same thread.

Conversation states

Dalil allows you to manage conversations using different thread states. These states help teams organize and prioritize communication.

Tracked

Tracked conversations are linked to CRM records and actively monitored. These typically represent leads, customers, or important contacts.

Untracked

Untracked conversations exist in the inbox but are not yet linked to a CRM record.

From these threads you can create or link a Person record when needed.

Archived

Archived conversations are hidden from the main inbox but remain stored for future reference.

This is useful for completed conversations or contacts that no longer require follow-up.

Assigned

Conversations can be assigned to specific team members.

This allows teams to distribute responsibilities and clearly indicate who is responsible for replying.

Replying to messages

Dalil allows you to reply directly from the conversation view.

The reply composer appears below the conversation timeline.

From the composer you can:

• Write a manual reply

• Use AI-assisted reply suggestions

• Insert message templates

• Attach files or media

Replies are automatically sent through the correct channel based on the conversation context.

For example, replying in a WhatsApp thread will send the message through WhatsApp.

Switching between channels

Some contacts communicate through multiple channels.

Dalil keeps these interactions connected under the same contact when possible.

Inside a conversation you may see messages coming from:

• Email

• WhatsApp

• LinkedIn

Dalil maintains the context of the relationship so you can understand the full communication history regardless of channel.

Thread-level actions

Each conversation thread supports several management actions.

Common actions include:

• Mark as read or unread

• Archive the conversation

• Assign the conversation to a teammate

• Link the conversation to a CRM record

• Create a new CRM record from the thread

• Share the conversation with collaborators

• Snooze the thread for later follow-up

These actions allow teams to organize the inbox and maintain control over ongoing conversations.

Why conversation management matters

Sales conversations often happen across many different platforms.

Without a centralized inbox, teams lose context, miss follow-ups, and struggle to track relationships.

Dalil solves this by turning conversations into structured CRM activity.

With the Unified Inbox you can:

• See complete conversation history

• Reply from a single workspace

• Organize conversations with states and assignments

• Connect conversations to CRM records and pipelines

This ensures every interaction contributes to your sales process.

Key outcome

The Dalil Unified Inbox makes conversation management simple and structured.

By organizing threads, tracking communication history, and allowing actions directly from conversations, Dalil enables teams to manage relationships efficiently while keeping the CRM accurate.