Sparkforge Agent Platform Conversations: Channels, Filters, and Booking
The Conversations screen consolidates messages from seven channels (text, email, GMB, Facebook Messenger, Instagram, reviews, calls) into one inbox with side-panel context for contact info, FAQs, appointments, notes, and tasks.
The Conversations screen is the agent's day-to-day workspace. It pulls every channel into one inbox and surfaces the context an agent needs to reply, book, or escalate without switching tabs.
Filter the Inbox
Filter by Read/Unread/All, location priority, or contacts that came in via the Send to Agent Platform workflow. Sort by High Priority First, Low Priority First, Latest First, or Oldest First. The bulk-close icon clears every replied conversation in a single click.
Inbox counters show the total conversations and how many still need a response — for example, 30 total with 12 needing reply.
Side Panel Tabs
Contact
Location name, address, current local time and timezone, contact details, DND toggle, tags, campaign membership, and opportunity stage.
General Info
Mirrors the General Info tab from the contact's Sparkforge record.
Additional Info
Custom fields for the contact. Click Hide Empty Field to collapse anything blank.
FAQs
Every FAQ configured for the location. Click the icon next to an answer to drop it straight into the reply box. Search the FAQ list for faster lookup.
Appt
All appointments booked for the contact. Reschedule, cancel, or delete from this tab.
Notes
Notes attached to the contact. Agents can add new notes here.
Tasks
Tasks tied to the contact. Agents can create new tasks for any Sparkforge user.
Supported Channels
- Text
- Google Business Profile (GMB)
- Facebook Messenger
- Reviews
- Calls
Book an Appointment
Pick a calendar, date, and time slot from inside the conversation. The dropdown shows slots available on the chosen day; check Show all available slots to expose slots that aren't normally surfaced to leads. Set the appointment status to Confirmed for instant confirmation, or leave it as New. Team calendars support round-robin or specific-member booking.
Search Appointments
If a contact gives a flexible date range, use the appointment search to surface multiple options. Click View more to load additional open slots.
End the Chat
Closing prompts the agent for a disposition. Pick one or choose Close without disposition. If the disposition requires a comment, the agent must enter one before the chat closes. Configured tags are applied automatically on close.
Outbound Calls
Click the phone icon next to the contact's name. Once connected, blind and warm transfer options appear in the active-call popup at the top of the screen.
Send to Agent Platform
Contacts only arrive automatically when they send an inbound message. To push a contact in immediately on a CRM event, use the Send to Agent Platform workflow action.
The difference between the workflow action and the Send-to-Agent tag: the workflow action pushes the contact in immediately. The tag only takes effect when the contact next sends an inbound message.
- Open the Sparkforge sub-account's workflow section.
- Pick a trigger (such as Call Status or Contact Updated).
- Add the action Send to Agent Platform.
Contacts pushed in via workflow display a distinct icon. Filter the inbox to Send to Agent Platform to work only that subset.
Frequently Asked Questions
Which channels show up in the Conversations inbox?
How do I see appointment slots that leads can't normally book?
Can I close a conversation without choosing a disposition?
What's the difference between the Send to Agent tag and the workflow action?
Can agents add notes and tasks from the inbox?
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