<h1 id="8wbdpowbt0z" data-toc-id="8wbdpowbt0z">General</h1><details class="details"><summary>How can I tell what channel a customer is contacting me from?</summary><div data-type="detailsContent">In the Inbox, messages show a small indicator based on the channel:<ul><li>Messenger – No icon is shown.</li><li>Email – An envelope icon is displayed.</li></ul>This helps you quickly see if a message came from Messenger or Email.<img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/article/68a5be09c74cc8cfa70e1ac3/0198c785-d1dc-72a4-9d26-b5b5d0a0f0c7/b64u-Q2xlYW5TaG90IDIwMjUtMDgtMjAgYXQgMTUuNDUuMjlAMngucG5n.png" data-featurebase-content-filename="CleanShot 2025-08-20 at 15.45.29@2x.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/article/68a5be09c74cc8cfa70e1ac3/0198c785-d1dc-72a4-9d26-b5b5d0a0f0c7/b64u-Q2xlYW5TaG90IDIwMjUtMDgtMjAgYXQgMTUuNDUuMjlAMngucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260129T160000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260129%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=24aa9d7e7889a8cb60715cb5718191e52f1d2021e301cb39fc800f748f505286"></div></details><details class="details"><summary>How do I download a transcript of a conversation?</summary><div data-type="detailsContent">If you need to share a conversation, feed it to external AI, or keep a record of it, you can easily copy or download its transcript as a .txt file.Just go to a conversation and click the three dots to see options, then click “Copy transcript or “Export transcript”:<img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/article/68a5be09c74cc8cfa70e1ac3/0198c771-350e-70f2-8cd4-a28e47f30adb/b64u-Q2xlYW5TaG90IDIwMjUtMDctMjkgYXQgMTkuMDcuMTJAMngucG5n.png" data-featurebase-content-filename="CleanShot 2025-07-29 at 19.07.12@2x.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/article/68a5be09c74cc8cfa70e1ac3/0198c771-350e-70f2-8cd4-a28e47f30adb/b64u-Q2xlYW5TaG90IDIwMjUtMDctMjkgYXQgMTkuMDcuMTJAMngucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260129T160000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260129%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=88dbea1fc9ce27e33d4439df0bf49f585ac1f5e12d76011e91991e65f0d53cf7">What’s included in the transcript?<ul><li>All replies in the conversation</li><li>The timestamps of every reply</li><li>The date and time the conversation was created (in your workspace’s timezone)</li><li>AI agent’s replies</li><li>The customer and teammate’s names</li></ul>What’s not included?<ul><li>The different states of the conversations (snoozed, unsnoozed, closed)</li><li>Internal notes</li><li>How and when the conversation was assigned</li><li>CC/BCC</li><li>Images</li><li>Attachments</li><li>GIFs</li><li>Articles</li></ul>Images, attachment, GIFs, articles and apps will be labelled as text in the file, like [GIF] and [Article - article name], for example.</div></details><details class="details"><summary>Can I link to a specific reply in a conversation</summary><div data-type="detailsContent">Yes, it's easy to share a specific message in a conversation:<ol><li>Just hover over the reply and click on the three dots <code>•••</code></li><li>Then, click ‘Copy link to this message’</li></ol>The link will copy to your clipboard. When shared, it takes teammates directly to that reply in the conversation.<img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/article/68a5be09c74cc8cfa70e1ac3/0198c78a-8edd-7454-a9a9-215ea90228cb/b64u-Q2xlYW5TaG90IDIwMjUtMDgtMjAgYXQgMTUuNTIuMzFAMngucG5n.png" data-featurebase-content-filename="CleanShot 2025-08-20 at 15.52.31@2x.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/article/68a5be09c74cc8cfa70e1ac3/0198c78a-8edd-7454-a9a9-215ea90228cb/b64u-Q2xlYW5TaG90IDIwMjUtMDgtMjAgYXQgMTUuNTIuMzFAMngucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260129T160000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260129%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=ce44365a9f1f913df35681483f60b2e3b9bd26869be1dad017e952d8465979c7"></div></details><h1 id="z5zp05fqxil" data-toc-id="z5zp05fqxil">Managing conversations</h1><details class="details"><summary>Can I unsend, recall or delete a reply I send to a user?</summary><div data-type="detailsContent">You can’t unsend or recall a reply, but you can delete it.<ul><li>Messenger replies - Deleted replies show as “This message has been deleted” for the user.</li><li>Email replies - These cannot be deleted from the user’s email client. If the user doesn’t see your reply in Messenger within three minutes, they’ll also receive it by email, which you can’t remove.</li></ul><img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/article/68a5be09c74cc8cfa70e1ac3/0198c79a-6b6d-79c4-a888-adb3a7f9614b/b64u-Q2xlYW5TaG90IDIwMjUtMDgtMjAgYXQgMTYuMDkuNDBAMngucG5n.png" data-featurebase-content-filename="CleanShot 2025-08-20 at 16.09.40@2x.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/article/68a5be09c74cc8cfa70e1ac3/0198c79a-6b6d-79c4-a888-adb3a7f9614b/b64u-Q2xlYW5TaG90IDIwMjUtMDgtMjAgYXQgMTYuMDkuNDBAMngucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260129T160000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260129%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=761fad49b2eb813117721d726c2478d39761b484e5c779a0a71275ed944672bc">To delete a reply in the Inbox:<ol><li>Click the three dots next to the message <code>•••</code></li><li>Select Delete message</li></ol><callout-component color="Accent">Important: Deleted messages cannot be retrieved!</callout-component>Your user will now no longer see the message. Here’s how it will appear to them in the Messenger:<img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/article/68a5be09c74cc8cfa70e1ac3/0198c7a4-d8e9-77a2-a4f8-04b87ca273fd/b64u-TWVzc2FnZSBkZWxldGVkLnBuZw.png" data-featurebase-content-filename="Message deleted.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/article/68a5be09c74cc8cfa70e1ac3/0198c7a4-d8e9-77a2-a4f8-04b87ca273fd/b64u-TWVzc2FnZSBkZWxldGVkLnBuZw.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260129T160000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260129%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=c03b4cdd2c07b77b7ec73032fd877c41469a9a7bb3a2cc65ef81d42afab5ea2e">Here’s how the deleted message will appear to you in the inbox:<img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/article/68a5be09c74cc8cfa70e1ac3/0198c79c-70ac-7d02-908e-3f997336afe6/b64u-Q2xlYW5TaG90IDIwMjUtMDgtMjAgYXQgMTYuMTIuMTcucG5n.png" data-featurebase-content-filename="CleanShot 2025-08-20 at 16.12.17.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/article/68a5be09c74cc8cfa70e1ac3/0198c79c-70ac-7d02-908e-3f997336afe6/b64u-Q2xlYW5TaG90IDIwMjUtMDgtMjAgYXQgMTYuMTIuMTcucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260129T160000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260129%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=736bd6e2ed7b19f3ec631266e1345be7d270fb5d851dffd7bf50db978c4603bd"><callout-component color="Accent">Good to know: While Featurebase admins can delete their support messages, end-users cannot.</callout-component></div></details><details class="details"><summary>Can I delete a note?</summary><div data-type="detailsContent">Yes, you can delete a note on a conversation. Deleting a note works in the same way by clicking the three dots <code>•••</code> beside the note and pressing ‘Delete message’:<img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/article/68a5be09c74cc8cfa70e1ac3/0198c794-ca28-7e0f-b134-58e2baf8e2fb/b64u-Q2xlYW5TaG90IDIwMjUtMDgtMjAgYXQgMTYuMDMuNDVAMngucG5n.png" data-featurebase-content-filename="CleanShot 2025-08-20 at 16.03.45@2x.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/article/68a5be09c74cc8cfa70e1ac3/0198c794-ca28-7e0f-b134-58e2baf8e2fb/b64u-Q2xlYW5TaG90IDIwMjUtMDgtMjAgYXQgMTYuMDMuNDVAMngucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260129T160000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260129%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=81e5dc0a2c637368662cd535ab949bb1a5a395dcb1094dba37f615b9875479a0">Here’s how the deleted note will appear to you in the inbox:<img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/article/68a5be09c74cc8cfa70e1ac3/0198c795-bb6d-78b8-9bb4-334969e1012b/b64u-Q2xlYW5TaG90IDIwMjUtMDgtMjAgYXQgMTYuMDQuNTNAMngucG5n.png" data-featurebase-content-filename="CleanShot 2025-08-20 at 16.04.53@2x.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/article/68a5be09c74cc8cfa70e1ac3/0198c795-bb6d-78b8-9bb4-334969e1012b/b64u-Q2xlYW5TaG90IDIwMjUtMDgtMjAgYXQgMTYuMDQuNTNAMngucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260129T160000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260129%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=e23691fd16160c51cf6005785c82a862b5d8a6dcaf1d3905e19fbcb745843f03"></div></details><details class="details"><summary>How do I remove company email addresses from group conversations?</summary><div data-type="detailsContent">When customers CC your support address (e.g. <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="mailto:support@yourcompany.com">support@yourcompany.com</a>) into a conversation, or when a teammate without a Featurebase seat forwards an email to your support@ address, those company addresses can end up being added as participants instead of the original sender.To prevent this, you can mark these as ‘Ignored email addresses’ so Featurebase knows not to add them:<img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/article/68a5be09c74cc8cfa70e1ac3/0198c7b5-7c3b-7070-b70a-e4b883e49b35/b64u-c2Rhc2Rkc2EucG5n.png" data-featurebase-content-filename="sdasddsa.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/article/68a5be09c74cc8cfa70e1ac3/0198c7b5-7c3b-7070-b70a-e4b883e49b35/b64u-c2Rhc2Rkc2EucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260129T160000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260129%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=745a1988a3f4a1338eb13e9908ae50dde7ca3b16f934bd8b1bf4218bf5154fe6"><ol><li>Go to <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://auth.featurebase.app/login?redirect=/settings/email">Settings → Notification emails</a></li><li>Add your company addresses under ‘Ignored addresses’</li></ol>Once added, these addresses won’t appear in group conversations and the original sender will remain the participant.</div></details>

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