Browse a customer's past conversations

When a customer writes in again, the answer is often in an earlier conversation with them. Finding it used to mean opening their contact profile or digging through the Previous Conversations section in the sidebar. Now you can step through a customer's conversations from the one you have open. Older conversations open in a reading mode, so a reply doesn't land in an old thread by mistake.

Move between a customer's conversations

When a customer has written in before, you'll see a Previous conversation button above the first message. It shows a preview of that conversation and the day it started, so you can tell at a glance whether it's the one you need. Once you've stepped back, a Next conversation button at the bottom takes you forward again.

Hover over either button to see who the conversation was with and exactly when it started.

Older conversations open in reading mode

When you step into an earlier conversation, the conversation list switches to that customer's conversations, newest first, so you always know where you are in their history.

The reply editor stays folded while you read. Click Reply to this older conversation, or press Alt+L, when you do want to reply there. Private Note (Alt+P) works the same way. Go to latest conversation takes you straight back to the customer's newest conversation, which always opens with the editor as usual.

See all of a customer's conversations

To see the whole list without stepping through it, click View all conversations (the history icon) in the contact panel. The conversation list then shows only that customer's conversations. Click the back arrow at the top of the list to return to your usual list, and you land on the customer's latest conversation.

To try it, open a conversation with a customer who has written in before and click Previous conversation.