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Overview

Z360 provides a detailed view of every conversation so you can understand the full context of customer interactions. This guide shows you how to view conversation details in the Inbox, including tickets, notes, reminders, inquiries, threads, activities, and tags across phone, email, and live chat conversations.

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Access the Inbox and Select a Conversation

Open Inbox Section
Navigate to the Inbox to view all your phone, email, and live chat conversations in one place. Select a Conversation
Click on any conversation to open it.
  • Phone conversations group all calls, SMS, voicemails, tickets, notes, and reminders that share the same To and From phone numbers.
  • Email conversations show all email threads related to the contact.
  • Live chat conversations display chat threads associated with the same contact or browser session.

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Phone Conversation Details

Access Conversation Options
Within a phone conversation, you can view:
  • Call recordings
  • Call transcripts
  • Transcript translation when available
  • AI-generated call summaries
  • Conference call participant activity when a call includes additional teammates or numbers
Each phone call appears as a separate sub-thread inside the conversation. Outbound call transcripts identify speakers so it is easier to tell when the teammate or customer was speaking. Inbound AI calls can also use noise suppression when available, helping reduce background noise while keeping transfers working if suppression is unavailable. For conference calls, review participant activity to confirm who was added, whether the added participant connected, and whether they left before the call ended.

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Open the Details Panel

Open Details Tab
Click Details to view all information related to the conversation in one place. When you are on an active call from the Inbox, the active call display appears at the bottom of the Details tab so you can keep the conversation context visible while using call controls.

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View and Filter Conversation Components

Tickets
Click Tickets to view all tickets linked to the conversation.
You can filter tickets by:
  • Current conversation or all conversations
  • Status
  • Priority
Notes
Click Notes to see internal notes added for context or updates.
Notes can be filtered by:
  • Current conversation
  • All conversations
Reminders
Click Reminders to view scheduled follow-ups or alerts related to the conversation.
You can filter reminders by:
  • Current conversation
  • All conversations
Inquiries
Click Inquiries to view any submitted pipeline or inquiry forms associated with the conversation.
Inquiries can be filtered by:
  • Current conversation
  • All conversations
Threads
Click Threads to view the complete message history for the conversation.
Threads can be filtered by:
  • Conversation type (Email, Live Chat, Phone)
  • Specific date range
Inside the conversation thread, use the message filter to narrow visible messages by Sender or Message Type. Message types can include message, AI log, AI action, call, fax, note, reminder, ticket, or lead depending on what exists in the conversation. Use Reset to clear message filters in one step. Threads may include channel-specific content such as file attachments, images, MMS or RCS-style rich messages, and SMS reactions from contacts. Reactions on multi-line SMS messages attach to the matching message more consistently, and messages sent by Ask Z appear as agent messages instead of an unknown sender. Review attachment previews before opening files, especially when the sender is unknown. Activities
Click Activities to review all logged actions and events related to the conversation.
Activities can be filtered by:
  • Current conversation
  • All conversations
Tags
Click Tags to view labels or categories assigned to the conversation for organization and quick filtering.

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Tips

  • Use Details View for Context: Always check tickets, notes, and past interactions before replying to understand the full customer history.
  • Filter Smartly: Use filters to focus only on relevant tickets, reminders, or threads when conversations become lengthy.
  • Phone Call Insights: Call recordings, transcripts, received-by labels, and summaries help you review conversations without replaying entire calls.
  • Use Message Filters: Filter by sender or message type when a conversation has a long thread, then use Reset when you are ready to see everything again.
  • Check Rich Messages Carefully: Review attachments, MMS or RCS content, SMS reactions, and Ask Z-sent agent messages in the thread before responding.
  • Stay Organized with Tags: Tags make it easier to group and locate important conversations later.
  • One Place, Full Picture: The Details panel brings everything together—use it to manage conversations efficiently without switching tabs.