The Conversations tab in Playground CRM provides a centralized view of all communication with leads. From here, you can review phone calls and text messages that were sent or received, track outreach activity, and understand how and when leads have been contacted.

This tab is especially useful for following up with leads, reviewing past interactions, and confirming whether calls or messages were successfully delivered. The Conversations tab includes two views: Calls and SMS. Each view displays different details based on the type of communication.

The Calls tab displays a detailed log of all phone calls made or received through Playground CRM. This includes both inbound and outbound calls placed using your program’s main line. Each row represents a single call and provides visibility into who was contacted, how the call was handled, and when it occurred. You can download call data directly from this tab.

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The Calls table includes the following columns:

• Lead
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The name of the lead associated with the phone number. If the number is linked to an existing lead, their name will appear here.

• Direction
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Indicates whether the call was inbound or outbound. Inbound calls are calls received from a lead. Outbound calls are calls placed by your team.

• Status
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Shows the outcome of the call. Possible statuses include Answered, No answer, Busy, Left voicemail, and Failed.

• Duration
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Displays the length of the call when applicable. Calls that were not answered will not show a duration.

• From
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The phone number the call originated from. For outbound calls, this will typically be your main line.

• To
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The phone number the call was placed to or received by your main line.

• Date
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The date and time the call occurred.
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You can use filters to narrow down the call log and quickly find specific calls.

Click Add filters to filter calls by:
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• Direction, All, Inbound, or Outbound
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• Status, such as Answered, No answer, Busy, Left voicemail, or Failed
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• Date range, using the From and To fields

Filters can be combined to refine results and focus on specific call activity.
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Each call row includes a three dots menu on the right side. Click this menu and select View to open the call details panel.

The call details panel appears on the right side of the screen and provides additional information about the call, including:
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• Call direction and status
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• Lead name and associated phone number
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• Date and time of the call
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• Any notes that were added during or after the call

This panel allows you to quickly review context without leaving the Calls tab.
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From the call details panel, you can create a task. Click Create task to add a follow up task for your team. This is useful for tracking next steps, scheduling follow ups, or ensuring important conversations are acted on.

Tasks created from the call details panel will be linked to the associated lead, helping keep communication and follow up organized.

The SMS tab displays a complete log of all text messages sent and received through Playground CRM. This includes messages sent manually, messages sent from a lead profile, and messages sent automatically through automations, as well as inbound replies from leads.

Each row represents a single text message and provides visibility into delivery status, message content, and when the message was sent or received. You can download SMS data directly from this tab.
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The SMS table includes the following columns:

• Lead
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The lead associated with the phone number involved in the message.

• Direction
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Indicates whether the message was inbound or outbound. Inbound messages are texts received from a lead. Outbound messages are texts sent by your team or automations.

• Status
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Shows the delivery status of the message. Common statuses include Received for inbound messages and Delivered for outbound messages. Failed may appear if a message could not be sent.

• Message
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Displays a preview of the text message content.

• From
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The phone number the message was sent from. Outbound messages are typically sent from your main line.

• To
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The phone number the message was sent to or received by your main line.

• Date
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The date and time the message was sent or received.

• Lead Name
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The name of the lead associated with the message.

• Characters
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The total number of characters in the message body.

• Segments
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Shows how many SMS message parts were used to deliver the text.

If you don’t see a column listed above, click the gear icon and use the visibility controls to show or hide columns.
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You can use filters to narrow down the SMS log and quickly find specific messages.

Click Add filters to filter messages by:
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• Direction, All, Inbound, or Outbound
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• Status, such as Delivered or Failed
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• Date range, using the From and To fields

Filters can be combined to refine results and focus on specific messaging activity.

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Each message row includes a three dots menu on the right side. Click this menu and select View to open the SMS details panel.

The SMS details panel appears on the right side of the screen and provides additional context, including:
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• Message direction and status
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• Lead name and associated phone number
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• Date and time the message was sent or received
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• Full message content

This allows you to review the entire message without leaving the SMS tab.
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From the SMS details panel, you can create a task. Click Create task to add a follow up task for your team. This is helpful for tracking next steps, responding later, or ensuring important messages are acted on.

Tasks created from the SMS details panel are linked to the associated lead, keeping communication and follow up organized in one place.