Conversations
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Keep all your Customer Success communication in one place
The Conversations tab in GoCSM is where you manage all your customer success communication—so your other chats don’t get mixed with your success conversations. It brings together every message in one place, so your team can easily follow up, stay organized, and never miss an important conversation with your customers.
Too often, customer success teams rely on scattered chats—email threads, Slack messages, DMs. That makes it hard to track what’s happening, when someone followed up, or which customers are slipping through the cracks.
By centralizing all Success-related messages in one place, GoCSM helps your team stay focused and act fast.
Inside the Conversations tab, you can:
✅ View and reply to customer messages ✅ Filter by contact, company, tag, or Smart List ✅ Use Snippets to insert pre-drafted messages ✅ Assign conversations to team members ✅ Track important threads without bouncing between tools
During onboarding to ensure consistent communication
After feedback (NPS) to check in with unhappy or happy users
To follow up on product usage or success sessions
When a customer hasn’t logged in recently
Weekly—when reviewing which accounts need attention
Customer Success Managers who handle onboarding and growth
Teams working together on proactive communication
Agencies who want a clear view of conversations across accounts