How to Use the MONDAi Conversations Inbox

Every message your leads and clients send — regardless of channel — lands in one place: the Conversations inbox. A prospect who emails you, a client who texts you, and a lead who messages you on Instagram all appear in the same feed, handled from one screen.

The unified inbox in MONDAi is built on GoHighLevel's conversation management layer, giving you a combined view of SMS, email, live chat, Facebook Messenger, and Instagram DMs.

Steps

1. Open Conversations

   Click Conversations in the left navigation. You will see a list sorted by most recent activity. Each row shows the contact name, last message, channel, and timestamp.

2. Filter by channel

   Use the channel filters at the top to narrow the view: All, SMS, Email, Chat, Facebook, Instagram. If you are monitoring a specific channel, apply that filter to reduce noise.

3. Open and read a conversation

   Click any conversation to open it. The full message thread appears on the right. Messages are colour-coded by channel so you can see at a glance which channel each message came through.

4. Mark as read, starred, or unread

   Right-click or use the conversation menu to Mark as Read, Star for follow-up, or Mark as Unread. Starred conversations appear in the Starred filter.

5. Assign to a team member

   In the open conversation, find the Assignee field at the top right. Click it and select a team member. They will be notified and the conversation will appear in their queue.

6. Add an internal note

   Use the Note tab in the message compose area to add a note only your team can see. Never sent to the contact. Use it to capture context before handing off.

Filters and Views

The inbox has filters for channel, assigned, unread, starred, and open/closed. At the start of each day use the Starred filter to surface your follow-up list. At the end of the day use Unread to confirm you have cleared everything.