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Support conversation actions

Support conversation actions

Every conversation supports a set of actions beyond replying. This page is the reference for what each action does and where to find it.

Header actions

At the top of an open conversation:

  • Resolve — close the conversation (see Resolving conversations).

  • Create Task — open the Link Task dialog to connect this conversation to project work.

  • Open conversation actions (⋯ menu) — the full action menu described below.

The conversation actions menu

Action

What it does

Mark as unread

Restores the unread indicator for you personally; the row returns to bold with an unread count.

Copy link

Copies a deep link to this conversation for sharing with teammates.

Email transcript

Sends the full conversation history as an email to the customer or another recipient.

Set subject

Renames the conversation subject shown in the list and header.

Mark as spam

Flags the conversation as spam and hides it from all queues except Spam.

Delete conversation

Permanently removes the conversation and its messages.

Assignment & snooze

  • Assign — hand ownership to any workspace member with Support access, or unassign. Assignment notifies the assignee and adds a system event to the thread.

  • Snooze — hide a conversation from the actionable queues until a chosen time. Snoozed conversations reappear in Inbox when the snooze expires, preserving their state. Use it for "customer said they'd get back to us next week."

Tags

Add tags from the composer's Add tag control or the Details panel's Tags section. Tags are workspace-wide labels used for filtering and reporting; conversations can carry multiple tags. See Conversation tagging.

Internal notes

Switch the composer to Note mode to write an internal note visible only to teammates. Notes never reach the customer, appear with a distinct style in the thread, and are excluded from AI customer-visible answers. Use notes for context handoffs: "waiting on billing to confirm the refund."

Message-level actions

Hover any message for its actions menu:

  • Copy text

  • View info (timestamps, channel, delivery status for email)

  • Delete message (with confirmation; deleted messages are removed from the thread)

Conversation routing (in-thread)

The Details panel's Conversation Routing section shows the conversation's current mailbox and lets you move it to another inbox you can access. Moving adds a system event to the thread.

Linking tasks, CRM, and docs

From the Details panel:

  • Tasks — create a new task from the conversation or link an existing one. Linked tasks appear in both the conversation and the task.

  • CRM — link a CRM contact (done automatically when the customer is identified) and a company.

  • Docs — link Helpin documents for quick reference while working the conversation.

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