OTMS Training & Support

Conversations

This page is your starting point for mastering Conversations inside OTMS. It brings together the core training resources for managing inbox activity, replying across channels, using filters and views, collaborating with your team, and keeping contact context organized in one place.

  • Getting Started with Conversations

Learn the basics of Conversations so you can manage messages, stay organized, and respond to leads and customers with confidence.

  • Navigating Your Inbox: Filters, Views & Search

Find, filter, and organize your conversations with ease.

  • Sending Messages: SMS, Email & Multi-Channel

Learn to send SMS, email, and multi-channel messages from one unified inbox.

  • Replying Like a Pro: Snippets, Drafts & Quick Replies

Write faster, consistent replies using snippets, drafts, and quick responses.

  • Attachments & File Sharing in Conversations

Share PDFs, images, and files safely with clients directly inside conversations.

  • Marking Read/Unread & Bulk Actions

Quickly clean up your inbox by marking, organizing, and updating messages in bulk.

  • Internal Comments, @Mentions & Team Communication

Collaborate with your team using private comments, mentions, and internal chat.

  • Adding Opportunities & Appointments from a Chat

Turn live chats into booked appointments and pipeline opportunities in seconds.

  • Adding a Contact to a Workflow from Conversations

Drop contacts into automations directly from any conversation thread.

  • Using Trigger Links in Messages

Track link clicks to trigger workflows and segment contacts automatically.

  • SLAs: Setup, Tracking & Performance

Set response-time goals, then monitor SLA performance and team accountability.

  • AI Responses & Contact Engagement in Conversations

Use AI to draft replies and track which contacts are most engaged.

Training Library

Browse Training by Category

Find support by feature, tool, or task so you can jump straight to the training you need.

Setup & Integrations

  • Set Up Your Business Info
  • Connect Your Email & Phone
  • Integrate Your Social Media
  • Trust Center & A2P Setup
  • Integrating Zoom & Stripe
  • Adding Users + Setting Permissions

Conversations

  • Navigate the Conversations Inbox
  • How to Reply by Email, SMS, or Social
  • Assign to Team Members
  • Understand Conversation History
  • Custom Fields & Values

Calendars & Appointments

  • Calendar Overview & Integrations
  • Create Calendars & Calendar Groups
  • Set Your Availability + Preferences
  • Syncing Google or Outlook Calendars
  • View Appointments & Bookings

Contacts & Smart Lists

  • Importing & Exporting Contacts
  • Adding / Restoring / Deleting
  • Custom Fields & Tag Best Practices
  • Building Smart Lists

Opportunities & CRM

  • What is a Pipeline?
  • Creating + Customizing Pipelines
  • Adding Leads to a Pipeline
  • Automating Stage Movement

Payments, Invoices & Contracts

  • Connect Stripe or PayPal
  • Create + Send Invoices
  • Use Payment Links
  • Manage Documents & Contracts

Marketing & Social

  • Schedule Social Media Posts
  • Email Campaigns vs. Automations
  • Designing Email Templates
  • Setting Up Brand Boards

Automation & Workflows

  • Creating Workflows
  • Understanding Triggers & Actions
  • Reviewing & Testing Workflows
  • Using Recipes to Save Time

Sites, Funnels, Forms & Chat Widgets

  • Understanding Sites & Funnels
  • Creating Your Website
  • Creating a Funnel
  • Designing Forms
  • Add Your Branding

Memberships & Courses

  • Setting Up Your First Membership
  • Creating a Simple Course
  • Setting Up Paid Access
  • Organizing Members with Groups

AI Tools

  • Build a Site with AI Studio
  • Setup AI Chat Bots
  • Generate On-Brand Copy
  • Manage AI-powered Tools

Reputation & Reviews

  • Why reviews matter
  • Connect Google and Facebook
  • Send review requests easily
  • Automate review follow-ups
  • Showcase reviews to convert

Google, Ads & Analytics

Strategy & Bonus Resources

Still Need Help?

If you cannot find what you need in the training library or FAQs, submit a support request and our team will point you in the right direction.

Additional Resources

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