Case Conversations

Case Conversations allow you to view and manage all email communication related to a specific case in one centralized location. This makes it easy to track the full history of email exchanges for any case.

What are Case Conversations?

Case Conversations are email threads that have been linked to a case. When emails are assigned to a case, they appear in the Conversations tab of that case, providing a complete communication history.

Accessing Case Conversations

From a Case Record

  1. Open the case you want to view conversations for
  2. Click on the Conversations tab in the case navigation
  3. You’ll see all email conversations linked to this case

From an Email

  1. When viewing an email in your inbox
  2. If the email is already linked to a case, you’ll see a folder icon
  3. Click the folder icon to navigate directly to the case and view all its conversations

Viewing Conversations

Conversation List

The Conversations tab displays:

  • Subject - The email subject line
  • Participants - Who is involved in the conversation
  • Message Count - How many messages are in the thread
  • Last Message Date - When the most recent message was sent
  • Status Indicators - Whether messages are read/unread, sent successfully, etc.

Expanding a Conversation

  1. Click on a conversation in the list to expand it
  2. You’ll see all messages in the thread, displayed chronologically
  3. Each message shows:
    • Sender information
    • Recipients (To, CC, BCC)
    • Date and time
    • Full message content
    • Attachments (if any)
    • Send status

Managing Conversations

Marking as Read/Unread

  • Click the eye icon on a conversation to mark it as read or unread
  • This helps you track which conversations need your attention

Replying to Conversations

  1. Expand the conversation you want to reply to
  2. Click the Reply button to reply to the sender
  3. Click Reply All to include all participants in the conversation
  4. Compose your response and send

Detaching Conversations

If a conversation was incorrectly assigned to a case:

  1. Expand the conversation
  2. Click the detach icon (minus circle)
  3. Confirm that you want to detach the conversation from the case
  4. The conversation will be removed from the case but remain in your inbox

Composing New Emails from Cases

Starting a New Conversation

  1. From the Conversations tab of a case
  2. Click the button to compose a new email
  3. The email will automatically be linked to the current case
  4. Select recipients, choose a template if desired, and compose your message
  5. Send the email - it will appear in the Conversations tab

Email Composition Features

When composing from a case:

  • Recipients - Select from case participants or search for other email addresses
  • Templates - Choose from available response templates
  • Attachments - Attach files from the case or upload new ones
  • CC/BCC - Add additional recipients as needed

Conversation Features

Message Status

Each message in a conversation shows its send status:

  • Sent - Message was successfully sent
  • Verified - Message was sent and delivery was verified (if verification is enabled)
  • Sending - Message is currently being sent
  • Failed - Message failed to send (you may see a retry option)

Retrying Failed Messages

If a message fails to send:

  1. Look for the retry button on the failed message
  2. Click to retry sending
  3. The system will attempt to send the message again

Viewing Attachments

  • Attachments are displayed below each message
  • Click on an attachment to download or view it
  • Inline images in emails are automatically displayed

Best Practices

Organizing Conversations

  • Assign emails promptly - When you receive an email, assign it to the relevant case right away
  • Use clear subjects - Keep email subjects descriptive so conversations are easy to identify
  • Reply in context - Use the reply function to maintain conversation threads

Managing Communication

  • Check conversations regularly - Review the Conversations tab when working on a case
  • Mark as read - Keep conversations organized by marking them as read when processed
  • Use templates - Leverage response templates for consistent communication

Collaboration

  • Include team members - Add team members to conversations when their input is needed
  • Keep conversations linked - Ensure all relevant emails are assigned to the case
  • Review history - Check conversation history before responding to understand context

Tips

  • Quick access - Conversations provide quick access to all case-related communication
  • Full context - Having all emails in one place helps you understand the full history
  • Easy replies - Replying from the Conversations tab automatically links your response to the case
  • Status tracking - Monitor send statuses to ensure important messages are delivered

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