Communication groups the records your team works with and the conversations that result. Start with review, then choose a specific authorized action. Sending email or messages and placing calls require the correct recipient, account setup, and permission to use that channel.
What you’ll see
Find the right view
- Open Communication and choose Lists, Actions, or Inbox.
- In Lists, choose the appropriate category. The current category picker includes All Leads/Prospects, Emailed, Drafts, Calls, Inbound Leads, Messages, and WhatsApp.
- Use working lists such as Speed Dial, Called, Research, and Hot Leads, or select a workspace tag. A list describes how records are organized; membership alone does not prove a successful call, research result, or delivery.
- Open the intended record and review existing history before preparing another contact.
Inbox separates Conversations from Form enquiries. Use the relevant view when looking for a reply or an inbound form request. These are different sources of incoming work, even when they ultimately concern the same lead.
Prepare an action
Check the selected recipients before opening a bulk email or message panel. Recheck the channel, sender, and message content in the panel before any final send. The shared action panels also support organizing records through tags, lists, and tasks; those actions write account data even though they do not necessarily send a message.
Use Settings to review Email, Phone, and Templates configuration when a sender or channel is unavailable. Do not infer that a configured template or number is ready for every type of outreach. Prepare wording separately while setup or recipient details are unresolved; closing the composer is not verified draft storage.
Verify the outcome
For a review-only session, success means locating the intended conversation or record and understanding its current history. After an authorized outbound action, inspect the resulting status and the record's communication history. A queued or accepted operation is not evidence of inbox or device delivery. Do not repeat an uncertain send simply because the recipient has not replied.
If a category appears empty, check the active view, category, tag, and search before changing the record. For missing delivery information, retain the visible status and report the issue through Support.
Related guides: Lead record, Playbooks, Tasks.
Detailed guides
More guides
Read Speed Dial before using calling controls, and Email composer for Write, Preview, Attachments, Options, and the conditional Sender advice tab. Inspect Messages, Emails, and Calls on the lead for channel history. Message batches, Voice Studio, and Email Voice cover the related specialized surfaces.