Read and answer a support conversation
Once a support channel is connected, SupaCloud stores the conversation itself — every turn, in order, in both directions. You can read the whole thread and answer from SupaCloud without switching to the provider’s inbox.
Where conversations appear
Section titled “Where conversations appear”-
In the inbox, as a filter chip. Open Inbox. Conversations are one of the sources in the single feed — select the Conversations chip to see only them.
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On the conversations board. Open Conversations for the full board with status, channel and assignment filters, plus full-text search.
Search finds what was said, not just the subject
Section titled “Search finds what was said, not just the subject”The board’s search runs full-text over message bodies, not only over the subject line. Searching for an order number or a product name finds the thread that mentions it even when the subject says something else entirely.
Read a thread
Section titled “Read a thread”Open a conversation to see the full history:
- Inbound turns are from the customer.
- Outbound turns are answers. They are marked by who wrote them: an answer from a person (typed in Chatwoot or Intercom, or sent from SupaCloud by a human) or from an agent (a SupaCloud automation).
- Internal notes are marked distinctly. They were never visible to the customer, and they must not be mistaken for something that was.
The thread updates live while you have it open; you do not need to refresh.
Type into the composer at the bottom and press Enter to send. Shift+Enter
inserts a line break instead.
- The reply goes out through the provider, exactly as if you had written it in their inbox, so the customer receives it on the channel they wrote from.
- If sending fails, your text stays in the composer so you can retry without retyping.
- A thread whose channel resource has since been deleted keeps its full history but can no longer be answered. SupaCloud tells you so rather than failing silently.
Assignment: who owns a conversation
Section titled “Assignment: who owns a conversation”Assignment shows who is handling a thread, but which system decides it depends on the channel:
| Origin | Meaning |
|---|---|
| Provider | Chatwoot or Intercom owns the assignment. SupaCloud shows it read-only and refreshes it from the provider. |
| Local | No external provider is involved, so SupaCloud owns it. |
What is not stored
Section titled “What is not stored”Attachments are referenced, not copied: SupaCloud keeps the descriptor the provider sends, and the file itself stays with the provider.