The conversation trail

The conversation trail is the record that lists what happened and when in a chat: who assigned it, who took it over, when automation went quiet, and who replied last. The answer to "how did this conversation reach me" sits on a single line: "Ayse assigned the conversation to you · 14 October 09:12".

This record is visible to your team only. It never reaches the person you are writing to: it is not kept in the message table and no sending path ever reads from it.

Where to find the trail

1. Open the conversation.
2. Open the contact panel with the person button in the header.
3. Tap the Conversation trail section.

The section lists the newest event first and shows up to 30 events. Each row carries the event itself and the date and time.

A separate line sits at the top: Last reply: who · when. That line is not read from the event list but from the last outgoing message in the chat. "Who" is either a team member's name or Automation.

When nothing has happened yet, the section says "Nothing has happened in this conversation yet." That is normal in conversations where an automation did all the talking and nobody stepped in by hand.

The section sits under a collapsible heading and starts closed; once you open it, it stays open as you move between conversations.

Which events are recorded

• Joined the conversation — a team member replied in that chat for the first time.
• Assigned the conversation to … — an assignment was made or changed.
• Removed the assignment — the conversation became unassigned again.
• Took over, automation stopped — an agent wrote and the automation in that chat was paused.
• Handed the conversation back to automation — the pause was lifted by hand.
• The agent left the conversation; automation took over — the automatic hand-back setting kicked in. This line has no actor, because a rule did it rather than a person.
• Stopped the automation run — the session was ended entirely.

Work done by someone who has since left the team is not lost; the line says "A team member". If a member's name changes later, the trail shows the current name, because the record stores an identity rather than a name.

At most 30 events are listed. In a long-lived conversation the oldest lines eventually fall off the list; the trail is not an audit ledger but an answer to "what happened here most recently".

Sending a message does not add a line on its own. Only your first reply ("joined the conversation") and the moment automation paused are recorded; no new line opens for each message after that, or the trail would fill with repetition.

Hand-over lines inside the chat

Some assignment changes are also written between the messages, so nobody has to open the contact panel. They are centred, dim, and carry a "Team only" label:

• "… handed the conversation to …" — someone gave the chat to another person.
• "… took the conversation over from …" — someone took the chat for themselves.

Not every assignment reaches the chat. Only lines where the chat really changed hands are drawn there: a first assignment, removing an assignment and reassigning to the same person are kept in the trail only. That keeps the chat from filling with lines that changed nothing.

A hand-over line is drawn where it belongs on that page. If you are on an older page of the conversation, today's hand-over is not shown there; it appears in place when its own page is open.

Who can see it

Anyone who can open the conversation can see its trail. An agent who only sees their own chats cannot see the trail of a chat they cannot open.

Trails are never deleted. The record is append-only and there is no way to remove a single line. When a person is removed through a data deletion request, their conversation and its trail go with them.

A worked example

At a tour company a conversation travels like this during the day:

• 09:12 — Automation sends the welcome message.
• 09:20 — Ayse writes in the chat. Two lines appear: "Ayse joined the conversation" and "Ayse took over, automation stopped".
• 11:05 — Ayse hands the chat to Mehmet before her lunch break. The trail gets "Ayse assigned the conversation to Mehmet"; the chat itself gets "Ayse handed the conversation to Mehmet".
• 11:40 — Mehmet wraps the matter up and moves on.
• 11:50 — The automatic hand-back rule fires: "The agent left the conversation; automation took over".

A third person opening the chat the next day sees at a glance how everything happened.

Things that get confused

Mixing the trail up with notes. You write notes; the system writes the trail. They are separate sections in the contact panel; see Notes, tags and saved replies.

Thinking the dim line in the chat reached the customer. It did not. The "Team only" label under the line says so.

Expecting every assignment in the chat. Only real hand-overs are written there; the complete list is in the trail.

Reading "Last reply" as the last message. That line reports the last outgoing message; a message the customer sent afterwards does not appear there.

Treating the trail as a report. The trail is the story of one conversation; for numbers such as "how many chats were closed this week", look at the Reports section.

The trail makes "who looked at this conversation?" a question nobody has to ask. A new colleague opening a chat for the first time can read its history without asking anyone, and whoever handed it over does not have to write a summary.