Conversations and communications

The unified conversation thread merges call history with stored messages. Calls remain canonical VICIdial log records; they are not duplicated into the messages table. Supported thread channels include SMS, email, voicemail, notes, system events, and calls.

Admins get a read-only global inbox and thread viewer. Agents and Field CRM users see conversation tools within their scoped workflows. Organization communication settings configure providers and sender identities.

Outbound messages pass compliance checks for opt-out/DNC state, A2P readiness, and quiet hours. Provider delivery uses Telnyx or Twilio for SMS and SendGrid/SMTP paths for email where configured. Webhook callbacks require a public base URL and secret token.

Implementation anchors: modern/admin/conversations.php, comms-settings.php, modern/shared/comms_thread.php, comms_schema.php, comms_providers.php, modern/hooks/comms.php.