Using Communication View in Pronnel for Multi-Channel Conversations

Step 1: Accessing the Communication View

1. Navigate to the Contact Board:

   Go to your workspace and open a board that is of the "Contact" type. Only these boards support the Communication View.

2. Switch to Communication View:

   Click on the view selector on the top right and choose Communication View from the list.

   

Step 2: Filtering Conversations

1. Filter by Channels:

   Use the channel filter to view messages only from WhatsApp, Email, SMS, or any other connected platform.

   

2. Filter by Status:

   You can choose to see only Open or Closed conversations, helping you stay focused on active threads.

   

Step 3: Filtering for Assigned Customers

Use filters to streamline your view — for instance, you can filter the contact list to show only leads or customers assigned to you. This helps sales and support reps focus on their own accounts, ensuring personalized follow-ups and faster response times.

Step 4: Searching Messages and Leads

1. Search by Lead ID:

   Type #item_id or any keyword in the search bar to locate a specific lead or conversation.

   

2. Search Within a Conversation:

   Open a conversation thread and use the in-thread search bar to find specific messages or keywords.

   

Step 5: Sending Messages with Media

1. Use Message Templates:

   Select from pre-created message templates for quick replies and standardized communication.

   

2. Attach Files or Images:

   Use media from your Workflow Drive (WF Drive) or upload new files directly to the conversation.

   

Step 6: Taking Actions Within Conversations

1. Open Lead from Conversation:

   Click on the lead’s name or ID in the conversation panel to jump to their detailed item card instantly.

   
   

2. Add a New Lead from the Panel:

   Click on + Add Item to quickly create a new contact or lead while still in the Communication View.

   

Step 7: Customizing Your Columns

1. Select Columns:

   Select the value of any of the custom field of that item you can fetch it by the help of columns

Conclusion

The Communication View in Pronnel helps you manage and monitor all your multi-channel interactions in one place. By offering advanced filtering, search capabilities, media attachments, and lead-level actions, it becomes a powerful tool for support teams, outreach operations, and sales communication. From accessing message templates to instantly opening lead profiles or adding new contacts, this view brings speed, structure, and convenience to your daily workflows.