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How to View Conversations and Message History

This guide shows you how to find conversations and read their message history in the Raytio UI.

Prerequisites​

  • You have the Interaction viewer role or higher.

Steps​

1. Open the Conversations list​

From the top navigation bar, open the CRM menu and select Conversations.

The Conversations list shows all conversations you have access to. Each row displays:

  • The conversation subject (the work item it is bound to, if any)
  • The channel the conversation is on (e.g. Telegram)
  • The current status (Open or Closed)
  • The queue it belongs to, if unbound

Use the filter controls at the top of the list to narrow the results:

  • Status — show only Open or Closed conversations
  • Queue — show conversations waiting in a specific queue
  • Channel — show conversations from a specific channel endpoint

3. Open a conversation​

Click any row to open the conversation detail view.

The detail view shows:

  • Conversation header — subject, status, channel endpoint, and queue (if unbound)
  • Message history — all messages in chronological order, with sender, timestamp, and content
  • Documents — any files attached to messages in this conversation

4. View message history​

Scroll through the message history to read the full thread. Inbound messages (from the chat app) and outbound messages (sent as replies from Raytio) are both shown.

If files were attached to any messages, they appear in the Documents section below the message list.