---
key: reply-from-a-conversation-timeline
title: Read and reply from a conversation's timeline
audience: staff
section: communications
routes: ["/communications/conversations/:uid"]
features: ["communications.sms"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Open one conversation to see its texts, emails, calls, recordings and voicemails in one timeline, link it to a customer, and text, email or call them back from the same page.
keywords: [conversation history, customer timeline, message history, reply by email, reply by text, call back, link caller to customer, starred messages, attachments]
related: [find-a-conversation-across-channels, send-a-text-message, send-an-email, review-calls-and-voicemails, manage-a-text-conversation, review-a-call-with-novaai]
---

In the sidebar, open **Communications**, then **Conversations**, and press a conversation in the list. The page address is `/communications/conversations/` followed by the conversation. The page title reads **Conversation Timeline**. On the **Calls Desk**, **Open unified conversation timeline** opens the same page.

## Steps

1. Read the timeline on the left, newest first. **Older** and **Newer** page through it.
2. Check **Context** on the right: the **Contact** with their phone number and email, the **Account** it belongs to, and **Consent** for texting.
3. If the account reads Unlinked, press **Create account with AI** when available, **Create account**, or **Link account**. Check the grouped details in **Create or link an account**, check **Here’s what will be saved**, then press **Create account** or **Save details**. See [[create-an-account-from-a-text]].
4. If several contacts share this number, pick the right one under **Set Primary Contact** and press **Update Primary Contact**.
5. To reply, go to **Composer** and press **Text** or **Email**.
6. For a text, choose the line under **From Inbox Number**, pick a **Template** if you want one, type the message, and press **Send Text**. The plus button (**Add text attachment**) offers **Upload image, PDF, or MP4 video**, or **From Nova** for a file already saved on the customer, a work order, a project or a task.
7. For an email, choose **From Mailbox**, check **To** and **Subject**, type the message, add files with **Upload files** or **From Nova**, and press **Send Email**.
8. To phone them, press **Call** at the top. The softphone opens with their number filled in, ready for you to dial.

## What you see

- Each item shows its channel, what kind of item it is (text message, email, call, recording or voicemail), when it happened, and **Unread** until someone reads it. Recordings and voicemails play right in the timeline.
- Files sit under **Attachments**. **Open** and **Download** get the file, **Add to...** (or **Add all to...**) files it on a customer, work order, project or task, and **View usage** shows where it is already filed.
- On a text conversation, **Star conversation** stars it for the whole team. The star on a single text (**Star message**) keeps that message under **Starred messages** on the right; press one there to jump to it.
- When NovaAI for calls is on, **NovaAI activity** lists call summaries, warnings and items waiting for review, each with **Open NovaAI review**. **AI follow-up drafts** holds recap messages written from a call. **Use for text** or **Use for email** loads an approved one into the composer so you can edit it before you send it.
- What you type is kept on this browser as a draft for up to seven days, so leaving the page does not lose it.
- **Refresh** reloads the timeline.

## If something looks different

- The page reads **Conversation not found.**: it was removed, or it is outside what your role can see. Press **Back to conversations**.
- **Open Calls** shows where **Call** would be: this is a group text, there is no phone number, or you cannot place calls from a line. It opens the **Calls Desk** instead.
- The composer says you can see the history but cannot send: your role can read that channel but not send on it. Ask your admin.
- **Create account** and **Link account** are missing: your role needs to be able to manage conversations and to read customer records and create accounts or link an existing account. Saving people, addresses and contact details also needs the corresponding permissions.
- **Send Text** or **Send Email** stays greyed out: a file is still uploading or being checked. Wait for it, or remove it.

[[route:/communications/conversations|Open Conversations]]