Conversations are first-class records with a status, an assignee, and a link to the product or campaign they came from. A message can carry a product card, an order, a coupon or a suggestion, so answering a question does not mean pasting a link from another tab.
Every conversation opens with the customer's orders and history attached.
Inbox
Maya Okonkwo
#1042 · 12m
Where is my order?
Priya Shah
#1040 · 1h
Can I change the size?
Dana Feld
Resolved · 2h
Thanks — it arrived!
Sorted by last activity — written in the same transaction.
Maya Okonkwo
Hi — has my order shipped yet?
order · #1042
PaidSunset Linen Shirt +2 · $182.40
Not shipped · express
Internal note · staff only
Merino restock lands Thursday — offer the swap.
Assistant · draft reply
It ships today. Here's 10% off your next order for the wait.
coupon · SORRY10Parts: product · order · coupon · suggestion · quote
SendConversations carry a status and an assignee, and last activity is written with each message so the inbox always sorts correctly.
A message can carry a product, an order, a coupon, a suggestion, a quoted reply, or an image alongside the text.
Internal notes are a separate message type the customer-facing view never loads, so an aside can't leak into the thread.
The admin inbox and the customer's view read the same messages, so what your team sees and what the buyer sees always match.