⚡ What This Tutorial Covers
GoHighLevel’s CRM is the operational core of the entire platform — the place where every contact, every conversation, every pipeline deal, and every automation intersects. Most beginners open the CRM, feel overwhelmed by the number of sections, and close it again. This tutorial removes that confusion completely. Starting from absolute zero, it covers every core CRM concept — contacts, pipelines, opportunities, Smart Lists, tags, and custom fields — with plain-language explanations of what each thing is, why it matters, and exactly how to use it. By the end you will understand how GHL’s CRM works, have your first pipeline configured, and know how to use the CRM to manage your leads from first touch to closed deal without missing a single follow-up.
👉 Try GoHighLevel Free — 30 Days + Free Live BootcampA CRM — Customer Relationship Manager — is the system that tracks every person your business has ever interacted with, organises them by where they are in your sales process, and tells you what to do next with each one. Without a CRM, leads fall through the cracks. Follow-ups get forgotten. You have no idea how many active prospects you have, which ones are close to buying, or which campaigns are generating your best clients.
GoHighLevel’s CRM is not a standalone tool — it is woven into every other part of the platform. A lead who fills in your funnel form becomes a contact in the CRM. A contact who books an appointment moves through your pipeline automatically. An automation that fires a follow-up SMS is triggered by a CRM pipeline stage change. Understanding the CRM is not just one part of learning GHL — it is the foundation that makes everything else make sense.
The 6 Core CRM Concepts Every Beginner Must Understand
Before touching any settings, you need to understand the six building blocks of GHL’s CRM. Each one is explained below in plain terms with a real-world example.
A Contact is a record for a single person — their name, email address, phone number, and any other information you have collected about them. Every lead who fills in a form, every client who has ever paid you, every person you have manually added — they all live as individual Contact records in the CRM. Think of Contacts as your complete address book, but with every interaction (calls, emails, SMS messages, appointments, notes) logged against each person’s record automatically.
A Pipeline is a visual board that represents the stages in your sales or service delivery process. Imagine a row of columns — “New Lead,” “Called,” “Appointment Booked,” “Proposal Sent,” “Closed Won,” “Closed Lost.” Each column is a stage. Contacts move left to right through the pipeline as they progress through your process. At any moment you can see exactly how many deals are in each stage and what the total potential revenue value is. A Pipeline gives you the answer to “where are all my leads right now?” in 10 seconds.
An Opportunity is the representation of one contact’s potential deal inside a pipeline. When John Smith fills in your contact form, he becomes a Contact. When you add him to your pipeline to track his progress toward becoming a client, that is an Opportunity. One contact can have multiple opportunities — for example, John might have one opportunity for an initial service and a second opportunity for an upsell six months later. The Opportunity card shows the deal name, the assigned value, the probability of closing, and which stage it is currently in.
A Tag is a label you attach to a contact to describe something true about them — their lead source, their service interest, where they are in the relationship, or any characteristic that is useful for segmentation. Examples: “Facebook Ad Lead,” “Interested in HVAC Service,” “VIP Client,” “No Show,” “Left Review.” A contact can have dozens of tags simultaneously. Tags are the most flexible organisational tool in the CRM — and they double as automation triggers. Adding a tag to a contact can start a workflow, and workflows can add and remove tags to control their own logic.
GHL’s default contact record stores standard information: name, email, phone, address, date of birth. Custom Fields let you add your own data fields for information specific to your business. A roofing company might add a “Property Type” field (residential / commercial). A consultant might add a “Budget Range” field. A medical practice might add a “Date of Last Visit” field. Custom Fields store this data against the contact record and can be used in automation conditions, personalisation tokens in messages, and Smart List filters.
A Smart List is a saved filter that shows you a specific subset of your contacts based on conditions you define — and updates automatically as contacts meet or stop meeting those conditions. Examples: “All contacts tagged ‘New Lead’ who have not booked an appointment in the last 7 days.” “All active clients with no activity in the last 30 days.” “All leads from Facebook ads this month.” Unlike a static exported list, a Smart List always reflects the current state of your contacts — the moment a contact books an appointment, they disappear from the “Not Yet Booked” Smart List without any manual action.
Section 1: Working with Contacts
How Contacts Get Into the CRM
Contacts enter your GHL CRM through multiple routes, and understanding each one helps you ensure no lead is ever missed:
| Entry Method | How It Works | Manual or Automatic |
|---|---|---|
| GHL Form or Survey submission | Contact fills in a form embedded on a funnel page, website, or booking page | ✅ Automatic |
| Facebook Lead Ad | Prospect submits a Facebook lead form — synced to GHL via integration | ✅ Automatic |
| Inbound SMS or call | Someone texts or calls the GHL phone number — a contact is created automatically | ✅ Automatic |
| Appointment booking | Prospect books via GHL calendar — creates contact record from form fields | ✅ Automatic |
| CSV import | Upload a spreadsheet of existing contacts from a previous CRM or email list | ⚠️ Manual upload |
| Manual creation | Add a contact directly in the CRM by filling in their details | ⚠️ Manual |
| API or Webhook | External tool pushes contact data to GHL via API or inbound webhook | ✅ Automatic |
Navigating the Contact Record
Click on any contact in the Contacts section to open their record. The contact record is the single most important view in the CRM — it is the complete history of everything you know about this person and everything that has happened between them and your business.
The contact record is divided into sections:
- Contact Details (left column): Name, email, phone, address, tags, assigned user, and all standard and custom fields. Edit any field by clicking directly on it.
- Activity Timeline (centre): A chronological log of every interaction — emails sent and received, SMS messages, calls made, notes added, form submissions, appointments booked, pipeline stage changes, and workflow enrolments. This timeline is automatic — GHL logs every interaction without any manual note-taking required.
- Opportunities (right column or tab): All active and historical pipeline opportunities associated with this contact. Click any opportunity to open the deal card.
- Appointments tab: All past and upcoming appointments booked by this contact.
- Conversations tab: A link to the full conversation history across SMS, email, and all messaging channels for this contact.
- Tasks tab: Any tasks assigned to team members related to this contact, with due dates and completion status.
Navigate to Contacts in the left sidebar → click the + Add Contact button (top right). Fill in the fields: First Name, Last Name, Email, Phone Number. Optionally add their company, address, and any custom field values. Click Save. The contact now appears in your contacts list and can be added to a pipeline, enrolled in a workflow, or messaged directly from their record.
Important: Set the contact’s timezone correctly if you know it — this affects when automated SMS messages are delivered to them. A contact in New York should have the New York timezone set so their reminders fire at the correct local time, not your agency’s timezone.
To import an existing contact list: Contacts → Import → Upload CSV. GHL’s import tool walks you through a field mapping step — matching the column headers in your CSV to GHL contact fields. Common columns to map: First Name, Last Name, Email, Phone, Tags (comma-separated in one column).
Before importing, clean your CSV:
- Remove duplicates — GHL will import duplicate email addresses as separate contacts unless deduplication is enabled
- Format phone numbers consistently — GHL prefers +1XXXXXXXXXX format for US numbers
- Add a “Source” tag column so you know where these contacts came from after import (e.g. “Imported — Previous CRM,” “Imported — Email List 2024”)
- Remove unsubscribed contacts before import — importing unsubscribes and then sending them campaigns creates compliance issues
Section 2: Tags and Custom Fields
Building Your Tag System
Tags are powerful but only if you use them consistently. A messy tag system — where the same concept has been tagged three different ways by different team members — makes segmentation unreliable. Build your tag taxonomy before you start using the CRM, and document it so every team member applies the same tags for the same situations.
Recommended tag categories for a service business:
| Tag Category | Example Tags | Purpose |
|---|---|---|
| Lead Source | Source: Facebook Ad, Source: Google Ad, Source: Referral, Source: Website | Attribution reporting — which channels generate leads |
| Service Interest | Interested: HVAC, Interested: Electrical, Interested: Plumbing | Segmentation for service-specific campaigns |
| Contact Status | New Lead, Active Prospect, Active Client, Past Client, Cold Lead | Lifecycle stage for Smart List filtering |
| Appointment History | Appointment Booked, No Show, Cancelled, Completed | No-show recovery targeting, completion tracking |
| Automation Control | Onboarding Started, Review Requested, Unsubscribed SMS | Workflow re-entry prevention and compliance |
| Quality / Value | VIP Client, High Value Lead, Referral Partner | Priority routing to senior team members |
Tags are created on the fly — type a new tag name in the Tags field on any contact record and press Enter to create it. It is added to both the contact and the master tag list simultaneously.
To apply a tag to multiple contacts at once: Go to Contacts → select contacts using the checkboxes → click Actions → Add Tag → type the tag name. This is how you bulk-tag an imported contact list, for example tagging all imported contacts with “Imported — March 2026” in a single action.
To see all contacts with a specific tag: Contacts → filter by Tag → select the tag. GHL filters the contact list to show only contacts carrying that tag. Save this filter as a Smart List for instant future access.
Creating Custom Fields
Navigate to Settings → Custom Fields → + Add Field. Choose the field type that matches the data you want to capture:
- Text: Free-form text input — for fields like “Company Name,” “Job Title,” “Notes from Call”
- Number: Numeric values — for fields like “Annual Revenue,” “Number of Employees,” “Property Square Footage”
- Dropdown: A set of predefined options — for fields like “Service Interest” (HVAC / Electrical / Plumbing), “Budget Range” ($0–$1k / $1k–$5k / $5k+)
- Date: Date picker — for fields like “Last Service Date,” “Contract Renewal Date,” “Date of Birth” if not using GHL’s default
- Checkbox: True/false — for fields like “Newsletter Subscriber,” “Referred a Client,” “Has Active Service Contract”
- Radio: Single-select from multiple options — similar to dropdown but displays as radio buttons on forms
After creating custom fields, add them to your intake forms (Calendars → form settings, or Sites → Forms → edit form) so they are populated automatically when prospects book or fill in your forms — no manual data entry required.
Section 3: Building and Using Your Pipeline
Planning Your Pipeline Stages
Before creating your pipeline in GHL, map out the stages on paper. A pipeline stage represents a distinct state in your sales or service process — a moment where a definable action has either happened or not happened. Each stage should have a clear definition of what makes a contact qualify to be in that stage.
Example pipeline for a local service business (HVAC company):
| Stage Name | What It Means | Next Action Required |
|---|---|---|
| New Lead | Contact submitted a form or called in — no contact made yet | Call or SMS within 5 minutes |
| Contacted | First contact made — spoke or exchanged messages | Qualify and offer estimate appointment |
| Estimate Scheduled | Appointment booked for on-site estimate | Send reminder, prepare for visit |
| Estimate Sent | On-site visit completed, written estimate sent to client | Follow up on proposal within 2 days |
| Job Booked | Client accepted estimate and paid deposit | Schedule work, order materials |
| Job Completed | Work finished and signed off | Request review, send invoice |
| Closed Won | Invoice paid in full | Add to active client list, trigger review request |
| Closed Lost | Prospect chose a competitor or declined | Tag reason, add to 90-day re-engagement sequence |
Navigate to CRM → Pipelines (or find it under the main left navigation depending on your GHL version) → click + Add Pipeline.
- Give the pipeline a clear name — “Main Sales Pipeline,” “HVAC Service Pipeline,” “Agency Client Pipeline”
- Add stages by clicking + Add Stage for each stage in your process — type the stage name, set the rotation colour (used to colour-code opportunity cards on the board), and optionally set a default probability percentage for revenue forecasting
- Drag and drop stages to reorder them if needed
- Click Save
Your pipeline now appears in the CRM view. The Kanban board shows each stage as a column. Opportunity cards live within each column and can be dragged left or right to move between stages manually — or moved automatically by workflow actions when specific events occur.
To manually add an opportunity: in the Pipeline Kanban view, click the + button at the top of the relevant stage column → fill in the opportunity details:
- Opportunity Name: Something descriptive — “John Smith — HVAC Replacement” or “ABC Company — Monthly Retainer”
- Contact: Link the opportunity to an existing contact record. Start typing the contact name and select from the dropdown.
- Pipeline and Stage: Confirm which pipeline and starting stage
- Opportunity Value: The estimated deal value in your currency. This populates the pipeline’s revenue forecast view.
- Close Date: When you expect the deal to close. Used in pipeline reporting.
- Assigned To: The team member responsible for this deal
Most opportunities are created automatically by workflows when a new contact enters the system — you should rarely need to create them manually. But understanding the fields helps when you do need to create one or when you need to edit an existing one.
Section 4: Smart Lists — Your CRM’s Most Useful Hidden Feature
Smart Lists are the most underused feature among GHL beginners — and one of the most powerful once you understand them. Most beginners scroll through their full contact list looking for specific people. Smart Lists eliminate that entirely.
Navigate to Contacts → click the Filters button (top right of the contact list) → add your filter conditions → click Save as Smart List → give it a name.
Five Smart Lists every service business should have:
- “Needs Follow-Up Today” — Filter: Tag = “New Lead” AND Last Activity > 24 hours ago AND No appointment booked. This shows every lead who has not been contacted recently and has not yet booked.
- “Booked This Week” — Filter: Appointment Date = this week AND Appointment Status = Confirmed. Quick view of every confirmed appointment coming up.
- “Active Clients” — Filter: Tag = “Active Client.” Your current client roster at a glance.
- “No-Shows — Rebook Needed” — Filter: Tag = “No Show” AND No appointment scheduled. Everyone who missed an appointment and has not rebooked.
- “Cold Leads — Not Contacted 30+ Days” — Filter: Tag = “New Lead” AND Last Activity > 30 days ago. Leads that have gone cold and need a re-engagement message.
Once saved, each Smart List appears in the left sidebar of the Contacts section. Click it to instantly see the current contacts matching those conditions — no manual filtering needed.
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→ Start 30-Day Free Trial + Free BootcampSection 5: The Conversations Inbox
The Conversations inbox is where all inbound communication from contacts lands — SMS replies, email replies, Facebook Messenger messages, Google Business Messages, Instagram DMs, and live chat — in a single unified view. It is the place your team goes to respond to leads in real time.
How the Conversations Inbox Works
Every inbound message from a contact appears as a conversation thread in the inbox. Each thread shows the contact’s name, their last message, the channel it came through (SMS, email, etc.), and how long ago they last messaged. Unread conversations are marked in bold. Click any conversation to open the full message thread and reply.
Replies you send from the Conversations inbox are automatically logged against the contact’s activity timeline. You do not need to manually note “replied by SMS on [date]” — it is recorded automatically.
Using the Conversations Inbox Effectively
- Assign conversations: Click the assignee dropdown in any conversation to assign it to a specific team member. The assigned team member sees only their assigned conversations, keeping the inbox manageable for larger teams.
- Mark as read / unread: Keep unread status as a to-do signal — mark a conversation unread if it needs a follow-up action you have not taken yet.
- Use Conversation AI: If Conversation AI is enabled, the AI can handle inbound conversations automatically during off-hours or when the team is busy. Human team members can review AI-handled conversations and take over at any point.
- Open the full contact record from Conversations: Click the contact name at the top of any conversation thread to open their full CRM record — see their tags, pipeline stage, history, and appointments without leaving the Conversations view.
- Use Quick Replies: Save frequently used responses as Quick Reply templates (the lightning bolt icon in the message composer). Use them to respond to common enquiries in seconds without retyping the same message manually.
Section 6: Tasks — Never Forget a Follow-Up
Tasks in GHL’s CRM are reminders and action items assigned to specific contacts and specific team members with a due date. A task might be “Call John Smith to follow up on the proposal — due Thursday 2pm” or “Send the contract to ABC Company — due today.” Tasks keep your team accountable and ensure nothing falls through the cracks.
Open any contact record → click the Tasks tab → + Add Task. Fill in:
- Task Title: Specific and action-oriented — “Call to follow up on estimate” not just “Follow up”
- Due Date and Time: When this action needs to happen. GHL sends the assigned team member a notification when the due date arrives.
- Assigned To: The team member responsible. Defaults to the currently logged-in user.
- Notes: Context for the person completing the task — what was discussed previously, what the contact’s situation is, what the objective of the action is.
Viewing all tasks: Navigate to CRM → Tasks (or use the Tasks view in the left sidebar) to see a consolidated list of all open tasks across all contacts — filtered by assignee, due date, or contact. This is your team’s daily to-do list for the CRM.
Automation-created tasks: Workflows can create tasks automatically — for example, when a contact moves to “Estimate Sent” stage, a workflow creates a task for the assigned rep: “Follow up on estimate — due in 2 days.” This removes the need for reps to manually create follow-up reminders after every action.
Section 7: CRM Reporting — Understanding Your Numbers
GHL’s CRM reporting gives you visibility into the health of your pipeline and the performance of your team. For beginners, the three most important reports to understand are the Pipeline Report, the Lead Source Report, and the Appointment Report.
Pipeline Report
Navigate to Reporting → Pipeline Report. This shows: the total number of opportunities in each pipeline stage, the total monetary value of deals in each stage, the average time deals spend in each stage before moving forward, and the stage-by-stage conversion rate (what percentage of deals move from each stage to the next). The conversion rate view is where you identify pipeline bottlenecks — if 80% of deals get stuck at “Estimate Sent” and never move to “Job Booked,” the problem is in your proposal follow-up process, not your lead generation.
Lead Source Report
Navigate to Reporting → Lead Source. This shows which sources (Facebook Ad, Google Ad, Website Form, Referral) are generating the most contacts, the most opportunities, and the most closed-won revenue. It is the single most important report for allocating your marketing budget — invest more in the sources with the lowest cost per closed deal, not just the sources with the most leads.
Appointments Report
Navigate to Reporting → Appointments. This shows total appointments booked, broken down by calendar type, with show rate (percentage who attended vs no-showed) and cancellation rate. If your show rate drops below 70%, your reminder sequence needs attention. If your cancellation rate rises above 15%, your qualification at the booking stage may be too loose.
7 CRM Mistakes Every Beginner Makes (and How to Avoid Them)
- Not setting up custom fields before importing contacts: If you import a contact list and then create custom fields afterward, all imported contacts have blank custom field values — and there is no retroactive way to populate them. Create your custom fields first, then import your contacts and map the CSV columns to those fields during import.
- Using tags inconsistently: If one team member tags a lead “facebook” and another tags them “Facebook Ad” and another tags them “FB Lead,” your Smart List filters will never show all Facebook leads together. Document your tag taxonomy and enforce it. Use dropdown-style naming conventions (prefix with category: “Source: Facebook Ad”) to keep tags organised.
- Leaving opportunities in the wrong stage: A pipeline only reflects reality if opportunity stages are updated when things change. A deal that moved to “Closed Lost” three weeks ago but is still showing in “Proposal Sent” inflates your pipeline value and makes forecasting inaccurate. Build a weekly pipeline review habit — 15 minutes to audit and update stale opportunities.
- Not assigning opportunities to team members: An unassigned opportunity is an opportunity no one feels responsible for. Every deal should have an owner. If you are a solo operator, every deal is assigned to you — the discipline of assignment still matters because it is what makes task notifications and reporting work correctly.
- Creating duplicate contacts: Duplicate contacts split a person’s history across two records — one record has their email conversations, another has their SMS conversations, and neither gives you the full picture. Enable deduplication in sub-account settings, and do a duplicate-contact audit (Contacts → Bulk Actions → Merge Duplicates) when you first set up the CRM.
- Ignoring the Activity Timeline: The activity timeline on every contact record is an automatic log of every interaction — most beginners never look at it. Before calling or messaging a lead, open their contact record and review the timeline. Knowing that they opened your email twice last week but did not reply tells you something about where they are in their decision process. Knowing that a colleague spoke to them on Tuesday means you do not start the call as if it is the first contact.
- Not connecting the CRM to automations: The GHL CRM used in isolation — manually updating stages, manually sending follow-ups, manually creating tasks — is just a digital spreadsheet. The value of the CRM multiplies when pipeline stage changes trigger automated SMS sequences, when new contacts automatically enter follow-up workflows, and when closed-won deals automatically trigger review requests and onboarding sequences. Connect every important CRM event to a workflow from day one.
Your 30-Day CRM Action Plan
- Create your custom fields (at minimum: Lead Source, Service Interest, Budget Range)
- Define your tag taxonomy — document the 15–20 tags you will use and what each one means
- Build your first pipeline with 6–8 stages matching your actual sales process
- Create your 5 core Smart Lists (Needs Follow-Up, Booked This Week, Active Clients, No-Shows, Cold Leads)
- Add your first 10 contacts manually to get comfortable with the contact record interface
- Connect Facebook Lead Ads to GHL (Settings → Integrations → Facebook)
- Embed GHL forms on your website or funnel pages — test that submissions create contacts and opportunities automatically
- Provision your GHL phone number and confirm that inbound calls and texts create contacts
- Import any existing contact lists via CSV — apply source tags during import
- Build and activate the speed-to-contact workflow (new contact created → immediate SMS + email + opportunity creation)
- Build a workflow triggered by “Opportunity Stage Changed → Estimate Sent” that creates a follow-up task for the assigned rep due in 48 hours
- Build a workflow triggered by “Opportunity Status Changed → Won” that sends a welcome SMS to the new client and triggers the review request sequence at day 7
- Build a workflow triggered by “Opportunity Status Changed → Lost” that adds a “Closed Lost” tag and starts a 90-day re-engagement sequence
- Review your pipeline every Monday morning — audit and update any stale opportunities
- Run the Pipeline Report — identify the stage with the lowest conversion rate. That is your bottleneck to fix in month 2.
- Run the Lead Source Report — identify your highest and lowest quality lead sources by cost per closed deal
- Review the Activity Timeline on your 10 most recent closed-won contacts — what does the journey from lead to client look like? How many touchpoints? How many days?
- Refine your tag taxonomy based on a month of real usage — remove tags you never used, consolidate duplicates, add tags you needed but did not have
- Set up a recurring Monday morning 15-minute CRM review ritual — check Smart Lists, update pipeline, action any overdue tasks
Start Building Your CRM in GoHighLevel Today
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→ Start 30-Day Free Trial + Free BootcampAlready have an account? Start at Section 1 and work through each step in order — the full setup takes most beginners under 3 hours.
Frequently Asked Questions
How many contacts can I have in GHL’s CRM?
GoHighLevel does not limit the number of contacts in a sub-account on any plan — Starter or Pro. You can have 500 contacts or 500,000 contacts and pay the same flat subscription fee. This is one of GHL’s most significant pricing advantages over contact-tiered platforms like Mailchimp or HubSpot, where per-contact costs escalate significantly as your database grows. The only usage-based costs are for communication actions — SMS messages, emails sent through LC Email, AI feature usage — not for storing or managing contacts.
What is the difference between a Contact and an Opportunity in GHL?
A Contact is the person — their identity, contact details, history, and profile. An Opportunity is a specific potential deal involving that person, tracked through a pipeline. One Contact can have multiple Opportunities — for example, a client who purchased a service in January and is now evaluating a second service in July would have two separate Opportunities in the pipeline, both linked to the same Contact record. Deleting an Opportunity does not delete the Contact, and vice versa.
Can I have multiple pipelines in GHL?
Yes — you can create as many pipelines as your business requires, with no platform-imposed limit. Common multi-pipeline setups include: a “New Leads” pipeline for inbound prospects, a “Client Projects” pipeline for active service delivery tracking, and a “Renewals” pipeline for managing contract renewal conversations. Each pipeline has its own stages, its own Kanban board view, and its own reporting. Contacts and opportunities can exist in multiple pipelines simultaneously — a contact who is both a prospect for a new service and an active client for an existing service can have opportunities in both pipelines at the same time.
How do I prevent duplicate contacts in GHL?
GHL uses email address and phone number as the primary deduplication identifiers. When a contact submits a form, GHL checks whether an existing contact with the same email or phone already exists — if it does, it updates the existing record rather than creating a new one. To manage duplicates already in the system: navigate to Contacts → click the three-dot menu → Merge Duplicates. GHL identifies potential duplicate pairs and lets you choose which record to keep as the primary and which to merge into it. Run this audit periodically — especially after importing large contact lists from external sources.
Can I use GHL’s CRM without using the rest of the platform?
Technically yes — you can use GHL purely as a CRM and ignore the email marketing, funnel builder, SMS, and automation features. In practice, using GHL as CRM-only is not cost-efficient — at $97/month, there are cheaper dedicated CRMs (Pipedrive Essential at $14/user/month) if CRM is your only requirement. GHL’s value is in the integration between the CRM and the rest of the platform — the moment a pipeline stage change triggers an automated SMS, or a booked appointment automatically creates an opportunity in the right pipeline stage, you are getting value that no standalone CRM at any price can replicate.
How do I see all the conversations for a specific contact?
Open the contact’s record by clicking their name in the Contacts list. In the contact record, click the Conversations tab (or the speech bubble icon) to see the full history of every message exchanged with this contact across every channel — SMS, email, Facebook Messenger, Instagram DM, Google Business Messages — in one chronological thread. You can also send a new message directly from this view using any available channel. Alternatively, navigate to the Conversations inbox in the left sidebar and search for the contact’s name to find their active conversation threads.
