General

How can I tell what channel a customer is contacting me from?

In the Inbox, messages show a small indicator based on the channel:

• Messenger – No icon is shown.

• Email – An envelope icon is displayed.

This helps you quickly see if a message came from Messenger or Email.

How do I download a transcript of a conversation?

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”:

What’s included in the transcript?

• All replies in the conversation

• The timestamps of every reply

• The date and time the conversation was created (in your workspace’s timezone)

• AI agent’s replies

• The customer and teammate’s names

What’s not included?

• The different states of the conversations (snoozed, unsnoozed, closed)

• Internal notes

• How and when the conversation was assigned

• CC/BCC

• Images

• Attachments

• GIFs

• Articles

Images, attachments, GIFs, articles, and apps will be labeled as text in the file, like [GIF] and [Article - article name], for example.

Can I link to a specific reply in a conversation

Yes, it's easy to share a specific message in a conversation:

1. Just hover over the reply and click on the three dots •••

2. Then, click ‘Copy link to this message’

The link will copy to your clipboard. When shared, it takes teammates directly to that reply in the conversation.

Managing conversations

Can I unsend, recall or delete a reply I send to a user?

You can’t unsend or recall a reply, but you can delete it.

• Messenger replies - Deleted replies show as “This message has been deleted” for the user.

• 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.

To delete a reply in the Inbox:

1. Click the three dots next to the message •••

2. Select Delete message

Your user will now no longer see the message. Here’s how it will appear to them in the Messenger:

Here’s how the deleted message will appear to you in the inbox:

Can I delete a note?

Yes, you can delete a note on a conversation. Deleting a note works in the same way by clicking the three dots ••• beside the note and pressing ‘Delete message’:

Here’s how the deleted note will appear to you in the inbox:

How do I remove company email addresses from group conversations?

To prevent shared or automated addresses from becoming participants, add them to Ignored addresses. See Manage conversation & ticket participants for setup steps and instructions for removing addresses from existing Conversations.