This article explains how to view conversation history and send messages outside of the Conversations page.
You can start a conversation and review message history directly from a user's record. After locating the prospect or client, select the chat box icon on the right side of their row.
This opens a pop-up window displaying the full conversation history between the user and your business. Filters within the window allow you to view incoming or outgoing messages as needed.
To send a message, use the field labeled “Write your message” to manually enter a response, or select Respond with Template to apply a saved conversation template.
NOTE: Conversation templates must already be created under Manage Templates in order to appear as an option in this view.
Requirements - Permissions will be determined by your Role Based Access (RBA).