How to Switch the Email View Mode in a Conversation?

In email dialogs, you can quickly switch between two modes: see only the current email thread or see all messages from the customer to this email address in one timeline. The switcher applies to the current dialog only — it doesn't affect other chats.

When You'll Need This

  • The customer writes a new message instead of Reply, and you want to see the prior context.
  • The timeline is too wide because of history — you need to focus on the current thread.
  • The administrator set one default mode, but for a specific dialog the other is more convenient.

What's Important to Know

  • Current thread only — the dialog window shows messages from the current email chain only.
  • All customer emails — a merged chronological timeline of all messages from this customer to this email address (across all their tickets). Messages from other tickets get a context label above them.
  • The switcher is available only in email dialogs. It's not present for messengers, widget, or telephony.
  • Your choice persists only while you're on this chat — opening another dialog brings back the default mode.

Before You Start

  • You are logged in with operator rights.
  • An email dialog is open in Operator Line.

Step-by-Step Instructions

Option 1. Switch in the chat header

  1. In the active email dialog header, find the view-mode switcher (to the right of the dialog info).
  2. Click the value you want:
    • Current thread only — to see only the current email chain.
    • All customer emails — to see all messages from this customer to this mailbox.
  3. The message timeline updates automatically.

Option 2. Switch from the "Dialog history" accordion

  1. In the right-side panel, open the "Dialog history" accordion.
  2. At the top of the accordion, find the "View mode" field.
  3. Pick the value you want — the switcher in the chat header updates in sync.
  4. The message timeline updates.

What Happens Next

  • In "Current thread only" mode — only messages from the current email chain remain in the timeline.
  • In "All customer emails" mode — the timeline contains all messages from this customer (to this mailbox) in chronological order. A context header appears above messages from other tickets so you can tell apart the current conversation from history.
  • When you move to another dialog, it opens in the default mode set by the administrator. Your current choice doesn't carry over.

How to Verify Everything Worked

  • Messages from other email threads of the customer have appeared in / disappeared from the timeline.
  • In "All customer emails" mode, "foreign" messages have a visible context label.
  • The switchers in the chat header and in the "Dialog history" accordion show the same value.

Other Ways