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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
  • AI-generated call summaries
Each phone call appears as a separate sub-thread inside the conversation.

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Open the Details Panel

Open Details Tab
Click Details to view all information related to the conversation in one place.

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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
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, and summaries help you review conversations without replaying entire calls.
  • 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.