Working Within a Conversation

The third panel or section of your Help Desk inbox is where you’ll view and manage the conversation itself — whether it’s an email or SMS thread.

This is where all communication details come together, allowing you to take action, collaborate with your team, and stay organized.

When you open a message from the conversation preview panel, you’ll see the full conversation thread displayed in this pane.

Each thread includes all replies, internal comments, and details related to that specific conversation.

If you’re using Aptly Premium, you’ll also see AI Insights and AI Sentiment at the top of the thread.

At the bottom of the conversation, you’ll see a suggested response automatically generated by Aptly’s AI (if enabled for your shared inbox).

You can edit or send this response directly to save time and maintain consistency.

Just beneath the subject line, you’ll see helpful tags showing which folder the message belongs to and which inbox it came from.

These make it easy to identify where the message is being managed, especially if you’re working across multiple inboxes.

In the top-right corner of every conversation, you’ll find several important action buttons. These tools help you manage communication efficiently and maintain clean inbox organization.

When you’ve completed a conversation, click the checkmark icon.

This marks the conversation as Done and archives it.

Archiving is strongly recommended because it:

Use the flag icon to highlight a message that needs follow-up or special attention.

Flagged messages are visible in your conversation preview list for easy reference.

If an email or text requires a task or workflow action, you can create a card directly from the conversation.

For example, if a resident emails about a maintenance issue that didn’t come through the portal, you can create a maintenance card instantly — linking it back to the original conversation for context.

The snooze option temporarily removes a message from your inbox until a specific time or date.

It’s a simple way to stay focused on what matters now while ensuring nothing slips through later.

Once the snooze time passes, the conversation automatically reappears in your inbox.

While you can delete a message, we recommend avoiding this unless absolutely necessary.

Deleting removes all history of the conversation tied to that contact or conversation.

If a message is irrelevant or unwanted, mark it as spam. This helps keep your inbox clean and filters out future unwanted messages.

You can mark a message as unread if you want to revisit it later or use it as a visual reminder that follow-up is needed.

If you’ve made updates or added new messages, you can click the AI Summary Regenerate icon to refresh your AI insights for the most current conversation context.

Clicking the three-dot menu opens even more tools to manage your conversation:

Instead of forwarding an email, use the Share Conversation feature.

Sharing keeps everything in a single thread — preserving the full communication history.

When you share a conversation:

Team members can also choose to stop following a conversation if they no longer need updates.

In shared inboxes, conversations can be assigned automatically based on your Help Desk rules or manually by a team member.

Assignments help distribute workload evenly and keep ownership clear.

You can also add internal comments within a conversation.

Comments are visible only to your team and help maintain collaboration and transparency without sending additional messages to customers.

The conversation pane is where the real work happens.

It’s your space to read, reply, collaborate, assign, and take action — all while keeping full context and history intact.

Whether you’re closing out conversations, setting reminders, or sharing threads with your team, this panel ensures your communication stays organized and actionable.