On the conversations page, you'll see the left sidebar where you can click the blue button to compose a new conversation. Below that you can click the search icon to search for words or phrases across conversations.

Below those, Kindred splits conversations into three separate inboxes, and choosing the right one matters:

Team Inbox — every conversation in the account. This is where most staff should work from by default, since it shows everything coming in regardless of who it's assigned to.

My Inbox — only the conversations assigned specifically to you. Useful once your team starts assigning ownership and you want to focus on your own queue.

Internal Chat — a separate space for talking with your own team. It isn't tied to any client conversation at all, and not every center uses it — some prefer Slack or email for internal talk, and that's fine.

Switch between them using the icons on the far-left sidebar. Internal Chat is easy to confuse with an Internal Comment (covered below), but they're not the same tool — Internal Chat is a standalone conversation with a teammate, while an Internal Comment is a private note left inside one specific client's thread.

Once you've picked an inbox, use the tabs across the top to narrow the list:

Unread — messages you haven't opened yet

All — everything in that inbox

Recent — conversations with activity in the last few days

Starred — anything you've flagged to come back to later

You can also do a more in-depth search by sorting and filtering your conversations.

To do this, click the filter icon next to your inbox name to open the Filters panel on the right side of the screen. This lets you build custom rules instead of relying on the default tabs:

Filter Type — choose what to filter by (tag, assigned user, channel, read status, and more)

Is — the condition applied to that filter

Value — the specific thing you're matching (a tag name, a team member, etc.)

AND / OR — if you stack more than one filter row, this controls whether a conversation has to match all of them or just one

Next to the filter icon is the sort icon, which just flips your list between newest-first and oldest-first.

Replying is simple — open the conversation, type in the message box, and hit send. It goes out as a text to the client's phone directly.

Leaving an internal note takes one extra step:

-Use the Channel Switcher on the left side of the message box to switch from the current message channel (email, sms, etc) to Internal Comment

-Type your note — tag a teammate with @ if needed

-Send or schedule it like normal

Internal Comments are only visible to your team, never the client. Double-check the composer is set to Internal Comment before typing anything you wouldn't want a client to see.

Every client conversation and record has a column of icons on the right side — this is where you get the full picture of who she is and what's happened with her, without digging through separate pages. Highlighted are the sections you'll use most often in your Kindred account.

Contact Details — her name, phone, email, who owns this client (the staff member responsible for her), who's following (other staff who can see and help without owning it), her tags, and any custom fields your center tracks.

Activity — the single fastest way to answer "how did she find us?" It's a timeline showing the form she filled out, the ad or channel that brought her in, and every appointment change along the way.
Tasks — assign a specific follow-up action tied to her, like "call back Thursday"

Notes — longer internal context that isn't tied to one specific message or conversation

Appointments — view her upcoming and past appointments, or book a new one right from this panel — no need to leave the page.
Documents — any files or paperwork attached to her record