Conversations

Overview

Managing conversations effectively means keeping track of multiple email threads, maintaining context with each contact, and ensuring no one falls through the cracks. Your CRM inbox organizes all communications in one place so you can respond quickly and build stronger relationships.

What You'll Learn:

• Conversation organization and threading
• Managing multiple simultaneous discussions
• Response strategies and timing
• Inbox zero methodology
• Follow-up systems
• Bulk conversation handling
• Search and filtering

Understanding Conversations

What is a Conversation?

A conversation is all emails exchanged with a contact about a specific topic:

Includes:

• Original email (from them or you)
• All replies back and forth
• Forwards within the thread
• Attachments sent in thread
• All participants (To, CC, BCC)

Benefits of Threading:

• Full context in one view
• No searching for related emails
• Complete communication history
• Easy handoff to team members
• Better client experience

Conversation Components

Conversation Header:

• Contact name (links to profile)
• Subject line
• Participants (multiple contacts if group email)
• Date started
• Last activity timestamp
• Status (unread, starred, archived)

Message Thread:

• All messages in chronological order
• Newest at bottom (or top, configurable)
• Expandable/collapsible messages
• Inline attachments
• Reply history

Action Panel:

• Reply/Reply All/Forward buttons
• Star/Unstar
• Archive
• Mark read/unread
• Add to task/reminder
• Link to transaction
• More options menu

Thread Management

Conversation View

Thread Display:

• All emails grouped by subject line
• Chronological order (oldest to newest)
• Full context preserved at a glance
• Easy to follow entire discussion
• No duplicate scrolling

What You See:

1. Original Message: How conversation started
2. All Replies: Every back-and-forth exchange
3. Quoted Text: Previous messages in context
4. Attachments: All files shared in thread
5. Participants: Everyone involved

Navigation:

• Click conversation to open full thread
• Scroll through all messages
• Expand/collapse individual messages
• Jump to specific message
• View all attachments

Reading Conversations

Star Important Threads

Mark critical conversations for quick access:

How to Star:

• Click star icon next to conversation
• Or keyboard shortcut: S key
• Toggle on/off anytime

Use Stars For:

• Hot leads that need follow-up
• Active transactions requiring attention
• Urgent client requests
• Pending responses from you
• Important conversations in progress

Accessing Starred:

• Filter: "Starred" in sidebar
• Shows only starred conversations
• Prioritize these daily
• Unstar when resolved

Best Practices:

• Don't star everything (defeats purpose)
• Unstar completed items
• Review starred daily
• Use as action items list
• Max 10-15 starred at any time

Mark as Read/Unread

Control what appears as new:

Mark as Read:

• Manually: Click read icon
• Auto: Opens conversation
• Shortcut: Shift + I

Mark as Unread:

• Flag for later attention
• Reminds you to respond
• Keyboard: Shift + U
• Useful when interrupted

Strategy:

• Mark unread if needs response later
• Use as temporary reminder
• Better than leaving in inbox unopened
• Clear visual indicator

Archive Completed Threads

Clean up inbox while preserving history:

What Archiving Does:

• Removes from inbox view
• Preserves all messages and history
• Still fully searchable
• Links remain in contact record
• Can be un-archived anytime

When to Archive:

• Conversation is complete
• No action needed
• Reference material
• Closed transactions
• Past client communications

How to Archive:

• Click archive button
• Keyboard: E key
• Swipe left (mobile)
• Bulk select and archive multiple

Accessing Archived:

• Filter: "Archived" folder
• Search finds archived emails
• View from contact timeline
• Un-archive if needed

Inbox Organization Systems

Inbox Zero Methodology

Process every email to zero inbox daily:

The Four Actions:

1. Respond (if under 2 minutes):

   • Quick reply immediately
   • Don't let simple emails linger
   • Clear fast wins first

2. Defer (needs time):

   • Star for action
   • Set reminder/task
   • Schedule time to handle
   • Mark unread if returning later

3. Delegate (team member):

   • Forward to appropriate person
   • CC yourself for tracking
   • Set follow-up reminder
   • Archive from your inbox

4. Archive (complete):

   • No action needed
   • FYI emails
   • Completed conversations
   • Reference material

Daily Process:

• Morning: Process all new emails
• Midday: Check for urgent new items
• End of day: Final sweep to zero
• Goal: Empty inbox = clear mind

Priority Inbox System

Organize by urgency and importance:

High Priority (respond within 1 hour):

• New lead inquiries
• Active transaction questions
• Urgent client needs
• Time-sensitive opportunities
• Starred conversations

Medium Priority (respond same day):

• Client questions (non-urgent)
• Partner communications
• General inquiries
• Follow-up emails
• Internal team discussions

Low Priority (respond within 2-3 days):

• Newsletters
• Marketing emails
• Non-urgent requests
• FYI communications
• Administrative emails

Implementation:

• Star high priority immediately
• Batch process medium priority
• Archive or quick-scan low priority
• Focus time blocks on high/medium

Categories and Labels

Organize conversations by type:

Create Categories:

• Leads (New)
• Active Clients
• Past Clients
• Referrals
• Vendors/Partners
• Internal/Team
• Marketing

Apply Labels:

• Manually tag conversations
• Auto-label based on source
• Filter by category
• Bulk operations by label
• Color-coded for visual scanning

Smart Folders:

• Auto-organize by criteria
• "Needs Reply" (awaiting your response)
• "Awaiting Response" (you replied, waiting on them)
• "No Contact in 30 Days" (re-engagement needed)
• "This Week" (recent activity)

Response Strategies

Response Time Goals

New Leads (fastest possible):

• Goal: Under 5 minutes
• Impact: 900% higher conversion than 5+ minutes
• How: Mobile notifications, auto-responders
• Priority: Drop everything for new leads

Active Clients (same day):

• Goal: Within 4 hours, same business day
• Impact: Builds trust and reliability
• How: Check inbox 3-4 times daily
• Priority: High importance

General Inquiries (24 hours):

• Goal: Within 24 hours maximum
• Impact: Professional standard
• How: Daily inbox processing
• Priority: Medium importance

Past Clients/Check-ins (2-3 days):

• Goal: Within 2-3 business days
• Impact: Maintains relationships
• How: Batch process weekly
• Priority: Lower urgency, high relationship value

Setting Response Expectations

Let contacts know when to expect replies:

Email Signature:

I typically respond to emails within 24 hours on business days.
For urgent matters, please call/text: (555) 123-4567

Auto-Responder (after hours):

Thank you for your email. I've received it and will respond within
24 hours. For urgent matters, please text me at (555) 123-4567.

Out of Office:

I'm out of the office [dates] with limited email access. I'll respond
when I return on [date]. For urgent assistance, please contact
[backup agent] at [email/phone].

Using Templates for Speed

Save time with pre-written responses:

Common Templates:

• First contact response
• Property information request
• Showing confirmation
• Follow-up after showing
• Market analysis offer
• Thank you for inquiry
• Not available right now
• Referral to team member

Template Best Practices:

• Personalize with contact name
• Customize key details
• Add specific property info
• Include clear next steps
• Warm, not robotic tone
• Review before sending

Shortcuts:

• Keyboard shortcuts for templates
• Quick insert while composing
• Edit before sending
• Save variations for different scenarios

Same-Day Response Goal

Aim to respond to everything within the same business day:

Morning Block (9-10am):

• Process overnight emails
• Respond to urgent items
• Set priorities for day

Midday Check (12-1pm):

• Quick scan for new urgent items
• Respond to time-sensitive
• 15-minute focused session

Afternoon Block (4-5pm):

• Final sweep of inbox
• Clear remaining items
• Set reminders for tomorrow
• Archive completed conversations

Benefits:

• Builds reputation for responsiveness
• Prevents backlog
• Reduces anxiety
• Better client satisfaction
• Competitive advantage

Follow-up Reminders

Never forget to follow up:

Set Reminders When:

• Awaiting response from contact
• Need to check in after X days
• Following up after showing
• Promised to send information
• Scheduled call/meeting upcoming
• Contract deadline approaching

How to Set:

1. Open conversation
2. Click reminder/task icon
3. Set date and time
4. Add note about what to do
5. System notifies you

Follow-up Intervals:

• 3 days: After initial inquiry (if no response)
• 1 week: After property showing
• 2 weeks: Check-in with warm leads
• 30 days: Re-engage cold leads
• 90 days: Past client touch-base

Reminder Best Practices:

• Be specific in reminder note
• Include context (what was discussed)
• Link to relevant documents
• Set realistic timeframes
• Actually follow up when reminded

Managing Multiple Conversations

Simultaneous Discussions

Handle many conversations at once:

Organization Strategies:

1. Time Blocking:

   • 9-10am: Respond to all new overnight emails
   • 12-1pm: Check and respond to urgent items
   • 4-5pm: Final inbox clearing

2. Batching Similar Conversations:

   • Group by type (leads, clients, vendors)
   • Respond to all leads together
   • Similar mental context
   • More efficient responses

3. Priority Sequencing:

   • New leads first (5-minute rule)
   • Active transactions second
   • General inquiries third
   • Administrative last

Staying Organized:

• Star active conversations
• Use labels/categories
• Set clear reminders
• Take notes in contact record
• Close completed threads immediately

Contact Context

Maintain context across all conversations:

Before Responding, Review:

• Contact's full profile
• Property preferences
• Previous conversations
• Notes from calls/meetings
• Current pipeline stage
• Transaction history

Accessible from Inbox:

• Click contact name → Quick view
• See timeline of all interactions
• Review property likes
• Check active transactions
• Add notes after conversation

Maintaining Context:

• Add notes after each email
• Update contact preferences
• Move through pipeline stages
• Tag relevant properties
• Link to transactions

Preventing Dropped Conversations

Ensure no one falls through cracks:

Systems to Implement:

1. Daily Inbox Review:

   • Every email gets action
   • No lingering unaddressed
   • Archive or respond

2. Weekly "Needs Follow-up" Filter:

   • Review conversations awaiting response
   • Check starred items
   • Verify all reminders set

3. "No Contact in 30 Days" Report:

   • Automatic list of quiet contacts
   • Re-engage systematically
   • Prevent leads going cold

4. Pipeline-Based Reminders:

   • Auto-reminders based on stage
   • "Follow up 3 days after showing"
   • "Check in 1 week after offer"

5. Team Handoff Protocols:

   • Clear ownership of conversations
   • Handoff checklist
   • Notify contact of change
   • CC both agents during transition

Bulk Conversations

Group Emails

Send to multiple contacts efficiently:

When to Use:

• Market updates to segment
• Event invitations
• New listing announcements
• Neighborhood updates
• Newsletter campaigns

Best Practices:

• BCC for privacy (not visible to others)
• Personalize with merge fields
• Segment by interest/location
• Track opens and clicks
• Handle replies individually

Campaign Follow-ups

Manage responses from bulk campaigns:

After Sending Campaign:

• Monitor replies in real-time
• Respond individually to each
• Track who opened/clicked
• Prioritize engaged contacts
• Note interest level in CRM

Smart Folder: "Campaign Responses"

• Auto-filter replies to campaigns
• See all responses in one place
• Track response rate
• Identify hot leads

Follow-up Strategy:

• Immediate response to questions
• Call those who clicked links
• Different path for openers vs non-openers
• Nurture sequence for engaged
• Remove uninterested from list

Bulk Actions

Manage multiple conversations at once:

Select Multiple:

• Checkbox next to each conversation
• Select all visible
• Filter then select all

Bulk Operations:

• Archive selected
• Mark read/unread
• Add to category/label
• Star/unstar
• Assign to team member
• Delete (use cautiously)

Use Cases:

• Archive all completed from last month
• Mark all marketing emails as read
• Label all new leads from open house
• Assign all buyer inquiries to buyer specialist

Search and Filtering

Search Conversations

Find any email instantly:

Search Options:

• Keywords: Any word in email content
• Contact Name: From specific person
• Subject: Subject line contains
• Date Range: Specific time period
• Has Attachment: Emails with files
• Category/Label: Tagged conversations

Advanced Search:

from:john@email.com
subject:contract
has:attachment
after:2024-01-01

Shortcuts:

• / (slash) to jump to search
• Recent searches saved
• Search within conversation
• Save searches as smart folders

Filters and Smart Folders

Auto-organize your inbox:

Pre-Built Filters:

• Unread
• Starred
• Needs Reply (from you)
• Awaiting Response (from them)
• Has Attachments
• This Week
• Last 30 Days

Custom Filters:

• Create your own criteria
• Combine multiple conditions
• Save as smart folder
• Auto-updates in real-time

Example Custom Filters:

• "Hot Leads": Starred + opened 3+ times
• "Stalled Deals": No activity 14+ days + in pipeline
• "Past Clients": Contact type + no contact 90+ days
• "Referrals": Source = referral + last 30 days

Mobile Conversation Management

Manage on the go:

Mobile Features:

• Full conversation threading
• Push notifications for new emails
• Quick reply
• Voice-to-text responses
• Swipe gestures (archive, star)
• Offline mode (syncs when online)
• Attach photos from camera

Mobile Best Practices:

• Enable notifications for new leads
• Quick acknowledgment, full response later
• Use templates on mobile
• Voice dictation for longer emails
• Star for desktop follow-up
• Archive immediately after responding

Swipe Actions:

• Swipe right: Archive
• Swipe left: Star/Unstar
• Long press: More options
• Pull down: Refresh inbox

Team Collaboration

Shared Conversations

Work together on client communications:

Shared Inbox:

• Team@yourcompany.com
• All agents see conversations
• Assign to specific team member
• Internal notes (not sent to client)
• Track who handled what

Assignment System:

• Assign conversation to agent
• Notification sent to assignee
• Shows in their inbox
• Clear ownership
• Prevents duplicate responses

Internal Notes:

• Add notes visible only to team
• Context for colleagues
• Document decisions
• Track important details
• Not visible to clients

Handoff Protocols

Transfer conversations smoothly:

Quick Reference

Best Practices Summary

Daily Habits:

• Check inbox first thing in morning
• Respond to new leads within 5 minutes
• Process to inbox zero by end of day
• Review starred conversations daily
• Set follow-up reminders before archiving

Weekly Review:

• Check "Needs Follow-up" filter
• Review conversations with no activity
• Clear out archived items older than 90 days
• Update templates based on common responses
• Review and adjust labels/categories

Monthly Audit:

• Review response time metrics
• Identify bottlenecks in process
• Update auto-responders and signatures
• Clean up old labels/categories
• Train team on best practices