Managing Conversations
A conversation is a message thread on a specific channel within a ticket. A single ticket can have multiple conversations – for example, an email thread and a live chat session running in parallel. The Inbox page is where you manage all of them.
The two-panel layout
Navigate to Conversations in the sidebar to open the Inbox. The page is split into two panels:
| Panel | Purpose |
|---|---|
| Left – Conversation list | A scrollable list of every conversation across your tickets. Each row surfaces the key details you need to triage at a glance. |
| Right – Thread view | Displays the full message history for whichever conversation you select on the left. |
Reading the conversation list
Each row in the left panel shows:
- Ticket number – displayed as
TK-{number}in blue monospace text. - Agent avatar – the avatar of the assigned agent.
- Subject – the ticket subject line, rendered in bold when the row is selected.
- Customer name – who submitted the ticket.
- Channel – a chip indicating the channel type (e.g., Email, Chat).
- Status – a colored chip reflecting the current ticket status (Open, Pending, Resolved, Closed).
- Priority – the ticket’s priority level.
- Last message timestamp – when the most recent message was sent.
Click any row to select that conversation and load its thread in the right panel.
Viewing a conversation thread
Once you select a conversation, the right panel shows:
- Header bar – contains the
TK-{n}chip, priority label, an Open Full Page button, the subject in bold, the customer name, a channel chip, and a status chip. - Messages area – the full chronological history of the conversation. The rendering style depends on the channel type (see below).
- Reply composer – a text input at the bottom for sending your response.
Email vs. Chat display
The thread view adapts its layout based on the conversation’s channel type.
Email conversations
Messages are rendered as email cards. Each card shows:
- An avatar badge (A for agent, C for customer).
- The sender’s name and role.
- A To: line indicating the recipient.
- A timestamp.
- A collapsible message body – click to expand or collapse long messages.
Chat conversations
Messages are rendered as chat bubbles:
- Agent messages are right-aligned with a blue background.
- Customer messages are left-aligned with a grey background.
- System messages appear centered with muted styling.
Quick ticket detail
Click the TK-{n} chip in the thread header to open the Ticket Detail Modal. This popup shows the ticket summary – status, priority, description, and SLA information – along with an Open Full Page button to jump to the full ticket view.