Overview
Beyond replying and classifying (status, priority, labels), the conversation menu offers extra actions for everyday work: mute the notifications of a specific conversation, send the transcript by email, mark as unread to remember to come back, and resume an auto-saved draft. These are one-off actions applied to a single conversation.
Prerequisites
- An open conversation in an inbox you have access to.
- An agent or administrator profile.
- For the email transcript, the feature must be available on your plan.
Step by step
- Mute / unmute: in the conversation actions menu, choose mute to stop receiving notifications for that conversation. To be notified again, use unmute from the same menu.
- Email the transcript: choose send transcript, enter the destination email address and confirm. The platform sends the conversation history to that email.
- Mark as unread: use mark as unread to flag the conversation as pending your attention. It shows up as unread again for you, even if you have already seen it.
- Resume a draft: when you type a message and leave without sending, the text is kept in that conversation. When you reopen it, the draft reappears in the composer so you can pick up where you left off.
Settings & options
- Mute affects only the notifications of that conversation — it does not mute the inbox or the account, and it does not change the status (the conversation stays open).
- Email transcript is sent to the address you enter at send time; the text goes in the message body (asynchronous delivery, so it may take a moment).
- Mark as unread is per agent: it flags the conversation as unread for you, without changing the status or notifying the contact.
- Draft is kept per conversation and held until you send the message or discard the text.
Use cases
- Mute a very busy ongoing conversation so you are not interrupted by every new message while handling another task.
- Send the conversation history to the customer themselves or to a colleague taking over the case.
- Mark a conversation as unread to revisit it later, without having to resolve or snooze it.
- Continue a long reply later thanks to the draft kept in that conversation.
Tips, limits & best practices
- Do not confuse mute with snooze or with resolve: muting only affects your notifications; snoozing takes the conversation out of the queue and brings it back later; resolving closes the case.
- Mark as unread is a personal reminder, it does not change the conversation lifecycle — to schedule a return, prefer snooze.
- Unsent drafts are local to that conversation; leave and come back and the text is still there.
- The email transcript may have a sending limit per period — if you hit the limit, try again later.
Troubleshooting
- The transcript did not arrive: confirm the email address you entered and check the spam folder; delivery is asynchronous, so wait a moment. If the feature is not available on your plan, the option is unavailable.
- The draft does not appear: the message was probably already sent or the text was discarded — in those cases the draft is cleared. Drafts are kept per conversation, not across different conversations.
- I keep getting notifications from a muted conversation: check that the action was applied to the right conversation and that it was not unmuted by mistake.