Conversations in Fello (Complete Guide)

What is Conversations?

Conversations is the unified inbox in Fello where every call, text, and email lives in one place: both Felix's outreach and the messages your team sends and receives. You can follow what Felix is doing with a contact, step in whenever you want, and take over when a contact is ready for your team.

Go to Conversations from the left sidebar to open it.

In this guide:

• Navigate your inboxes
• Find a conversation
• Start a new message
• Inside a conversation
• The contact panel
• Send a message
• Call details and recordings
• Shared inboxes

Navigate your inboxes

The left column groups your conversations:

• My Inbox: Conversations assigned to you.
• Unassigned: Conversations with contacts who don't have a user assigned to them, with a count.
• All: Every conversation you can access.
• Starred: Conversations you've starred.
• Sent: Conversations where the last activity was something you sent.

Felix Outreach groups the conversations Felix is running, by stage:

• All: Every conversation Felix is working.
• Attempting: Felix has reached out and is waiting for a response.
• Engaging: The contact has responded and is in an active conversation.
• Handoff: Conversations flagged ready for human follow-up, with a count.

Shared Inboxes lists the team inboxes you belong to. See Shared inboxes below to create or manage them.

Find a conversation

At the top of the conversation list you can:

• Switch the view between Open, Closed, and Snoozed.
  
  
• Search conversations by contact name.
  
  
• Filter the list by All, Waiting on reply, Needs response, Sales Agent Handoff, or Unread.
• Sort to reorder the list.

Each item shows the contact's name, the last message, call status, and a relative time.

Start a new message

• Click the + at the top of the Conversations column to open New Message.
  
  
• Use Search contacts to find the person you want.
• Select the contact. Their conversation opens, ready for you to send a call, text, or email.

Inside a conversation

Open a conversation to see its full history, with day separators between activity.

Calls

Call entries show whether the call was Inbound or Outbound, a status chip, and an inline player, along with a one-line AI summary. You can Add comment or click View Details to open the full call details.

Messages

Text and email entries show the message and its delivery state.

What Felix is doing

When Felix is working a contact, a Felix activity card shows the agent's current state, a short summary of what's happening, and the next outreach planned. You don't need to act: Felix keeps the conversation going and hands it off when the contact is ready for a teammate. To step in yourself, click Take over and confirm in the Take over from Sales Agent? prompt.

Take action card

Some conversations surface a Take action card with a summary of the situation and a Recommended next step. You can:

• Mark Done: Logs an activity entry and clears the card.
• Have [agent] Continue: Hands the contact back to Felix to keep working.
• Call Back Now: Start a call with the contact.

Snooze a conversation

Snooze a conversation to revisit it later: Later today, Tomorrow morning, Tomorrow afternoon, or Next week. Snoozed conversations move to the Snoozed view.

The contact panel

Selecting a conversation opens a Contact Details panel on the right with the contact's email and phone, quick-action icons, and:

• Signals: The contact's intent and the signals behind it. Learn about signals and intent.
• Lead Stage: The contact's stage: New, Follow-Up, Qualified, or Disqualified. Learn more about leads.
• Felix AI: Felix's read on the contact, with one-click enrollment in Nurture or Sales Agent.

Use the icons in the panel header to customize which sections show or open the full contact record.

Send a message

The composer sits at the bottom of a conversation, with a tab for each channel:

• Text: Send an SMS.
• Call: Place a call.
• Email: Send a one-to-one email.
• Notes: Add an internal note your contact doesn't see.

Use the chevron (⌄) to expand the composer. Other controls:

• Help Me Write: Start from a suggested reply, or tell Felix what to write and let it draft the message.
• Attach (paperclip): Add files. Up to 10 files, 3MB each, in JPG, JPEG, PNG, or GIF.
• Click Send when you're ready.

Call details and recordings

Click View Details on any call entry to open the full record.

The following details will be available:

• Player: Play the recording, adjust Speed from 0.5x to 2x, skip back 10 seconds, and control volume.
• Talk ratio: Per-speaker bars show how much each side spoke.
• Summary: The AI summary of the call.
• Transcript: The full transcript.
• Comments: Leave a comment and @-mention a teammate.

Shared inboxes

A shared inbox routes calls and messages to a group of teammates, so the first available person responds.

Create a shared inbox

• Hover over the Shared Inboxes header in the left column and click the + that appears.
  
  
• On the Details step, enter a Name and choose Members from the dropdown. You can add up to 30 users, and everyone selected can see and respond to the inbox. Click Continue.
  
  
• On the Phone step, enter an Area Code and click Generate to create a fresh number for the Inbox direct line. A shared inbox needs its own direct line.
• Choose a Ring strategy:
  • Ring all at the same time: Calls ring every member at once.
  • Ring in order: Ring each member one by one until someone answers.
• Click Create Inbox.

Edit or delete a shared inbox

Each inbox in the Shared Inboxes group has a 3-dot menu with Edit inbox and Delete inbox.