Viewing Previous Conversations

A contact who has written before usually has context worth reading: an earlier complaint, a quote they were sent, a promise someone made. The Previous conversations section of the Details panel lists that history so you can catch up without searching the Inbox.

Opening a contact's previous conversations

1. In the main TextPeak menu, select the Inbox tab.
2. Select a conversation. The Details panel opens on the right.
3. Expand the Previous conversations section.

4. The section expands to list the contact's earlier conversations. Each entry shows the channel it used, the contact's number or name, the date, its status, and the last message where the conversation has one.T.

   

5. If the contact has no earlier conversations, the section reads No previous conversations.

Reading an earlier conversation

• To open this conversation in a new window, click the redirect button.

  

The earlier conversation opens in a new browser tab, so the conversation you were reading stays open in the original tab and nothing you were working on is lost.

Each conversation has its own address, which is also what the Copy URL button copies - so you can share a specific earlier conversation with a colleague. See the Agent's Guide: Managing Conversations page.

Why a contact has more than one conversation

Messages from the same contact stay in one conversation while they keep replying. Once the contact has been quiet for longer than the period your manager has set, their next message starts a fresh conversation - which is how a contact builds up the history you see here.

That period is the New conversation after setting. A short period produces many short conversations; a long one keeps everything in a single thread. See the General Settings page.

Continuing an existing conversation instead of starting a new one

When you start a conversation with a contact who has written before, TextPeak offers their earlier conversations so you can continue one rather than opening a second thread on the same subject.

1. Click New conversation in the Inbox sidebar.
2. Select the contact from the list, or type a number that is not saved as a contact into the insert number … field.
3. If the contact has earlier conversations, select the one you want to continue. To start a fresh conversation instead, continue without selecting one.
4. Write your message and send it.

For the rest of the agent workflow, see the Agent's Guide: Managing Conversations page.