How to see the whole thread of the conversation for both agent and customer?

[mania]

Hi,

I added the below piece of code in OOB reply inbound action to show the both agent and customer conversation but it is visible only latest conversation not whole thread.

current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;

How to see the whole thread of the conversation for both agent and customer?

Can anyone please help on this, It will be useful.

Thanks!

[Ankur Bawiskar]

@mania 

what do you mean by whole thread?

When incoming email comes you are simply adding the email body to comments so that agents can see that.

They should already have access and should read the previous comments in the activity stream

If my response helped please mark it correct and close the thread so that it benefits future readers.

[jameswood32]

Hi

To view the entire conversation thread between an agent and a customer, most platforms offer a conversation history or chat transcript feature. Here are some general tips:

Check the Chat Interface: Look for an option like “View Full Conversation,” “History,” or “Transcript” within the chat window.

Use the Admin or Agent Dashboard: Many support systems provide agents with access to detailed conversation logs through their dashboard or CRM tool.

Search Functionality: If the platform supports it, use search filters by customer name, ticket ID, or date to locate full conversation threads.

Export Options: Some systems allow you to export the chat history as a file (PDF, TXT) for review or record-keeping.

API Access: For advanced use, check if the platform’s API lets you programmatically retrieve complete conversation threads.

If you mention which platform or tool you’re using, the community can provide more specific instructions!