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

In the active email dialog header, find the view-mode switcher (to the right of the dialog info).
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.
The message timeline updates automatically.

Option 2. Switch from the "Dialog history" accordion

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

Change the default mode for the whole team — requires administrator rights. See How to configure operators in chats.

Email view modes in conversations — when to pick which mode and how the default works.
How to manage email reply recipients — handle To/CC when replying to a customer.
How to reply to a client — general instruction on replying in chat.