How conversations work
How it works · Updated 2026-08-11 · Describes Sprint 36
A conversation belongs to a customer, not to a channel. The same person writing on WhatsApp today and by email next week continues the same thread, and each message records which transport carried it.
How it works
When a message arrives, INVTION first works out who sent it — matching the phone number, handle or address against the customers it already knows. If it recognises them, the message joins their open conversation. If it does not, a new customer and a new conversation are created.
The timeline shows messages, internal notes, actions and appointments in one sequence. There is no separate activity feed: a note explaining why a refund was promised belongs beside the promise.
Internal notes
A note is a message your customer never receives. Switch the composer to Internal note and write for your team. Notes sit in the same timeline, marked, so the reason for a decision stays next to the decision.
A common mistake
Why one thread
Per-channel threads make the software tidy and the relationship illegible. Somebody answering a question needs the last thing that was said to this person, not the last thing that was said on this app.
Still stuck?
Academy explains the product; it cannot see your workspace. Write to support@invtion.com and a person will read it.