# 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

- [x] You are logged in with operator rights.
- [x] 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

- **Change the default mode** for the whole team — requires administrator rights. See [How to configure operators in chats](/en/settings/how-to/configure-operators.md).

## Related Materials

- [Email view modes in conversations](/en/operatorline/explanation/email-view-modes.md) — when to pick which mode and how the default works.
- [How to manage email reply recipients](/en/operatorline/how-to/manage-email-recipients.md) — handle To/CC when replying to a customer.
- [How to reply to a client](/en/operatorline/how-to/reply-to-client.md) — general instruction on replying in chat.