# Thread view

The thread view is the center panel of the inbox. It shows the full message history for the selected conversation.

## Reading messages

Messages are displayed chronologically with the newest at the bottom. The view scrolls to the latest message when you open a conversation and stays pinned to the bottom as new messages arrive.

Messages support rich content including bold, italic, links, images, tables, blockquotes, and lists. Images are displayed inline. Timestamps appear between messages when there is a gap of more than one hour.

Scroll to the top to load older messages.

## Message menu

Hover over a message and click the **⋯** button, or right-click the message, to open the message menu. It shows when the message was sent and lets you:

- **Copy message** — copy the message text to the clipboard.
- **View workflow run** — open the [workflow viewer](/docs/ai/workflows/testing/) for messages handled by a workflow.

## Participants

The thread header shows the name of the user (or users) in the conversation. Each message displays the sender's avatar. There are three sender roles:

- **User** — the customer chatting through the messenger.
- **Assistant** — the AI responding automatically from your knowledge base.
- **Operator** — a team member replying from the inbox.

Messages you send as an operator appear on the right with a blue background.

## Monitoring AI responses

You can watch AI responses as they are generated in real time:

- A typing animation shows while the assistant is retrieving relevant knowledge.
- Message text streams in with a blinking cursor while the assistant is generating.
- Once complete, the final message appears with any source references linked at the bottom.

## Replying to conversations

Type your reply in the [composer](/docs/inbox/composer/) at the bottom of the thread. When you send a message, the AI assistant pauses and you take over the conversation. This lets you step in whenever the AI needs help or a human touch is needed.

## Source references

When the assistant cites content from your [knowledge base](/docs/knowledge/), references appear at the bottom of the message. Each reference links to the original source and opens in a new tab.

## Email conversations

Messages received via email are marked with a mail icon. Emails that could not be verified show a warning:

| Warning                     | Meaning                       |
| --------------------------- | ----------------------------- |
| External email              | Sent from an external address |
| Unverifiable email          | Failed DKIM verification      |
| Unverifiable external email | External and failed DKIM      |

## Message delivery status

After sending a reply, you can see its delivery status:

- **Read** — the user has seen the message, shown with a timestamp.
- **Delivered email** / **Sent email** — for email conversations, shown with a timestamp.
- **Not delivered** — the message failed to send. Click the alert icon to reveal a **Retry** button.