How does the conversation tree work in Engage?

Learn how to navigate the conversation tree and respond to specific mentions.

What Is the Conversation View?

The conversation view displays all interactions between a customer and the business in a structured format.

How to Use the Conversation View

1. Open a ticket to view the conversation view on the left panel.
2. Click on any previous mention to see the full message history.
3. Select the specific mention you want to reply to.
4. Type your response and click Send.

Conversation view Features

• Filters – Show only direct messages, public posts, or low-priority mentions.
• Previous Tickets – Load past tickets from the same author for context.
• Ticket Summary - AI-generated summary of the conversation.