Resolved Threads and Follow-ups
How to view resolved email threads, add internal notes, and follow up on previous conversations.
Updated: 29 May 2026
Once an email thread is handled, it is marked as resolved. However, you can always review the history or reopen it if necessary.
Viewing Resolved Threads#
- In the Inbox mode, you can see threads categorized as "Resolved".
- When you open a closed thread, you can view the entire message history and conversation view.
Following Up#
If you need to contact the customer again regarding a resolved issue:
Open the closed thread
Open the closed thread.
Click the Show context & write reply at
Click the Show context & write reply (or Follow up) button at the bottom of the conversation.
Draft a new message
This action moves the thread back to the "Needs reply" status and pulls in the context so you can draft a new message.
Internal Notes#
Even after a thread is closed, you can add internal notes. Click + Add note to leave a comment for your team. These notes are visible only to operators and are never sent to the customer.