Conversations, Queues, and Channel Endpoints
The Interactions module has three building blocks: conversations, queues, and channel endpoints. Understanding how these fit together explains why your chat history follows you across tools and how unrouted messages find their way to the right work item.
Conversations
A conversation is a chat thread connected to a specific subject in Raytio — for example, a work item in Projects. Every message exchanged between a user in a chat app and a Raytio worker is stored on the conversation record.
Bound and unbound conversations
A bound conversation is linked to a subject (for example, a specific work item). The full message thread is visible on that subject's record, alongside the rest of the work context.
An unbound conversation has arrived but has not yet been linked to a subject. It waits in a queue until someone triages it and either creates a new work item, links it to an existing one, or closes it.
Message history
Every message — whether it arrived from a chat app or was sent as a reply from Raytio — is part of the conversation's history. Messages are stored in order and accessible from the conversation view in the UI. Files attached to messages appear as documents on the conversation.
Queues
A queue is a holding area for unbound conversations. When a new message arrives on a channel endpoint and cannot be matched to an existing conversation, it is placed in that channel's default queue.
An administrator or project manager monitors the queue and routes each conversation:
- Bind to an existing work item — attach the conversation to work already in progress.
- Create a new work item — open a new issue, task, or epic and bind the conversation to it.
- Close — discard conversations that do not warrant further action.
Once a conversation is bound, it is removed from the queue and the full context is available on the linked work item.
Channel endpoints
A channel endpoint is a registered connection between Raytio and a chat system. Each endpoint represents one bot account or workspace in a supported channel.
| Channel | Status |
|---|---|
| Telegram | Available |
| Slack | Coming soon |
| Teams | Coming soon |
| Coming soon | |
| Web chat | Coming soon |
Each channel endpoint has:
- A channel type (e.g. Telegram)
- A default queue where unbound incoming conversations are placed
- The outbound credentials the system uses to send replies on your behalf
Channel endpoints are created and managed by an Interaction administrator under Administration → Channel Endpoints.
The hub-and-spoke model
Chat apps are spokes. Raytio is the hub.
Conversation state lives in Raytio, not in any chat app. This design has several practical consequences:
- Adding a new channel never changes your existing conversations or work items — you register a new endpoint and messages start flowing.
- Your history is always in one place. Searching past conversations is a single query against Raytio regardless of which chat app the messages came through.
- Replies are delivered automatically. When you create a reply message in Raytio, the system routes it to the correct channel and chat thread. You do not need to open the chat app.