¶ Communication
¶ Overview
The Communication tab collects everything that has been exchanged with a customer in one place. It is split into two sub-tabs: Internal, a chronological feed of emails, notes, and tickets, and Messengers, the list of messenger chats such as WhatsApp.
Conversations are private: an email thread between an administrator and a customer is visible only to the sender and the recipient, so other administrators cannot read it in Splynx.
The tab works the same way for customers and leads.
Customers: Customers → List → [customer] → Communication:
Leads: CRM → Leads → [lead] → Communication:
¶ Configuration
To send emails from the tab, the customer needs a valid email address and the SMTP server has to be configured. Set up email communication in the admin's Profile section on the Email tab:
For more information, read Email (Profile), Email (Config), and Messages.
The Messengers sub-tab requires a messenger integration to be configured first — see WhatsApp.
The feature is available for both customer and lead profiles.
¶ Internal
The Internal sub-tab lists all interactions with the customer, newest first. Emails, notes, and tickets appear in the same feed, so the whole history is visible without switching pages.
¶ Interaction feed
Each entry in the feed shows:
- Participants — the sender and the recipient with their email addresses, for example an administrator on the left and the customer on the right.
- Date — how long ago the interaction happened, followed by the exact date and time.
- Direction — an Incoming label for interactions started by the customer and an Outgoing label for those started by an administrator.
- Type — the kind of interaction: Ticket, Note, or Email.
- Subject — the title of the interaction. For tickets it is a link with the number of messages next to it; clicking the link opens the ticket in a new browser tab.
- Preview — the first lines of the message body underneath the subject.
¶ Filtering and search
Narrow the feed down by date, by interaction type, or by text.
Filter by period — pick a date range in the calendar to show only interactions from that period:
Type — use the dropdown next to the period filter to show a single interaction type instead of All:
Search interactions — type into the search field above the feed to find interactions by subject or message text.
¶ Sending emails
To write to the customer, click Send email in the top right corner of the sub-tab:
Specify the email addresses and the subject, attach files, and insert a canned response if needed:
The 'Send email' button is inactive when the customer has no valid email address or when the admin's email settings are not configured.
¶ Messengers
The Messengers sub-tab lists the messenger chats held with this customer — for example WhatsApp conversations — so the chat history stays on the customer profile alongside emails and tickets.
¶ Chat list
The table contains one row per chat:
- Messenger — the channel and the number the chat runs on, for example WhatsApp (123123123123123). The value is a link that opens the conversation.
- Assignee — the administrator responsible for the chat.
- Condition — the current state of the chat, for example Closed.
- Updated at — when the last message was added.
- Last opened at — when the chat was last opened by an administrator.
- Initiated by — who started the conversation: Admin or the customer.
- Actions — opens the chat in a separate window.
Use the refresh button above the table to reload the list without reloading the page.
¶ Starting a chat
To contact the customer in a messenger, click Create chat in the top right corner of the sub-tab. In the Create new chat window, fill in:
- Phone — the customer's phone number the chat runs on. Pick one of the numbers stored in the customer profile.
- Templates — the message template to start the conversation with.
Click Create to open the chat, or Close to discard it:
Messenger chats are only available for customers whose phone number is reachable in the configured messenger. Configure the integration first — see WhatsApp.