How to open and read a conversation thread

    CategoryConversations
    Article typeDocumentation
    Estimated reading time 3 min read
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    To open a thread, click on the contact's name in the conversation list on the left side of the Conversations inbox. The middle panel will display the chronological history of all messages, calls, and internal notes associated with that contact.

    Who this article is for

    Any team member responsible for communicating with leads or customers within GEVADE CRM.

    Overview

    A conversation thread contains the complete history of your interactions with a specific contact. Understanding how to read this thread is essential for grasping the context of the customer's journey and providing accurate responses.

    Step 1: 1. Chronological Order

    Messages are displayed chronologically. Typically, the oldest messages are at the top, and the newest messages are at the bottom, closest to the reply box.

    Step 2: 2. Identifying Message Types

    Look for icons or indicators next to each message to identify the channel used: - SMS: Usually indicated by a chat bubble icon. - Email: Indicated by an envelope icon. - Phone Call: Indicated by a phone receiver icon (may include call recordings if enabled). - Internal Notes: Often highlighted in a different color (e.g., yellow) to distinguish them from customer-facing messages.

    Step 3: 3. Direction Indicators

    Messages you send (outbound) are usually aligned to one side (e.g., right), while messages from the customer (inbound) are aligned to the other side (e.g., left), similar to standard messaging apps.

    Configuration note

    Some automated messages sent by workflows may also appear in the thread. If a call was recorded, you might see a playback widget directly within the thread.

    Resolution guidance

    Thread is taking too long to load

    If a contact has a very long history, the thread might take a moment to load. Try refreshing the page or clearing your browser cache if the issue persists.

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