Work with customer conversations

Threads is the shared workspace for reading customer messages, coordinating ownership, and preparing replies. Start by checking the conversation's channel and audience before you send anything.

Owners, Admins, and Agents can send supported replies and internal notes. Viewers do not have send permission. The current dashboard supports external email replies; do not assume that a historical Live Chat or WhatsApp thread can be answered through the same composer.

Open and understand a conversation

1. Select Threads in the main navigation.
2. Use Mine, Unassigned, or All to choose the work you need to review.
3. Open a conversation and read the recent messages.
4. Check its customer, channel, assignee, status, and priority in the conversation details.

Opening a conversation can update your read state. Assignment and conversation changes are shared workspace actions, not private notes to yourself.

Reply by email

1. Confirm that this is the intended customer's email conversation and that email is configured for the workspace.
2. Write your response in the composer. Make sure it is in reply mode, not Note mode.
3. Add any necessary files with Attach file and wait for uploads to finish.
4. Review the text and attachments, then select Send.
5. Check the resulting message state. Being visible in the thread does not by itself prove delivery.

If you use Evelin to prepare a reply, applying the suggestion inserts text into the composer; review it before sending. See Use Evelin to prepare customer replies.

Leave an internal note

Use the Note control to switch the composer to internal-note mode. The submit button changes to Add note. Write the team context, check the mode, then add it.

Internal notes are shared with teammates who can access the conversation and are not sent as customer replies. They are not the same as a private Evelin session. Mention a teammate only when needed; teammate mentions belong in internal notes, not outgoing customer email.

Switch back to reply mode before writing a customer response. Do not assume deleting or editing a message later can recall content that has already been emailed.

Coordinate the next step

Use the conversation's assignee, status, and priority controls to make ownership and urgency clear. When the request is complete, use your workspace's completion status. If action is still needed later, use the available snooze or reminder workflow and record enough context for the next teammate.

The More send options menu includes Send & Close and scheduling choices for supported replies. Closing work and delivering a message are separate outcomes; still check the reply if a send error appears.

Test without contacting a customer

An Add test thread conversation is labeled Test and states that replies stay inside Protodesk. Use it to practice the interface, not to verify external email delivery. To check real delivery, follow Test and troubleshoot email delivery with addresses you control.