Work in a conversation

Read the timeline

The timeline can contain customer and assistant messages, human replies, forms, internal notes, workflow changes, tasks, lead activity, phone activity, and other operational events you are allowed to see.

Unread rows have a visible unread marker.
Long messages can be expanded with Show more.
Use the copy action on a message to copy its full text.
Use a row’s read-state action to mark through that point read, or mark from that point unread.
A failed reply remains visible with a failed-delivery state.

After you choose Mark unread from here, keeping the conversation open does not immediately mark those items read again.

Send a human reply

For a channel that supports replies:

Open the conversation.
Enter the message in Write a reply….
Select the send arrow.

The reply appears as a human message and is delivered through the channel. If an assistant was active, Doublewire places the conversation under human control so an automated reply does not overlap with the operator.

If delivery fails, the attempt stays visible with its failure state. This makes the failure clear without treating the unsent text as part of future assistant context.

Resume the assistant

When automated replies are paused, a banner appears above supported conversations. Members with edit access can select Resume to return control to the assigned assistant. Manual-only channels do not show this action.

Work with email content

Email messages can show decoded Subject, To, and Cc details. Files appear as attachment chips with their name and size. Select a file to download it. Download links are temporary, so an old copied link may need to be opened again from the timeline.

Supported calendar invitations can appear as a calendar card. You can review the event details or download the original calendar file. Unsupported or invalid calendar files remain normal downloadable attachments.