Managing Threads

Email threads in Airmailer represent complete conversations between your customers and AI agent. Learn how to view, navigate, and work with these threads effectively.

Viewing Thread History

Accessing a Thread

1. Navigate to Conversations in the sidebar
2. Click on any conversation in the list
3. The full thread opens with all messages

Thread Layout

Messages appear in chronological order:

┌─────────────────────────────────────────────────┐
│  Customer Message (Inbound)                     │
│  "Hi, I have a question about your returns..."  │
│  Received: Jan 15, 2026 at 10:30 AM            │
├─────────────────────────────────────────────────┤
│  Agent Response (Outbound)                      │
│  "Thank you for reaching out! Our return..."    │
│  Sent: Jan 15, 2026 at 10:31 AM                │
├─────────────────────────────────────────────────┤
│  Customer Reply (Inbound)                       │
│  "Great, and what about exchanges?"             │
│  Received: Jan 15, 2026 at 10:45 AM            │
├─────────────────────────────────────────────────┤
│  Agent Response (Outbound)                      │
│  "For exchanges, you can..."                    │
│  Sent: Jan 15, 2026 at 10:46 AM                │
└─────────────────────────────────────────────────┘

Thread Information

Message Details

Each message displays:

• Direction: Inbound (customer) or Outbound (agent)
• Timestamp: When sent/received
• Content: Full message text
• Status: Processing state (for recent messages)

Thread Metadata

The thread header shows:

• Customer email address
• Subject line
• Total message count
• First contact date
• Last activity time

Navigating Threads

From Conversation List

• Click any row to open that thread
• Use browser back to return to list
• Keyboard navigation supported

Thread Pagination

For threads with many messages:

• Scroll to see all messages
• Oldest messages at top, newest at bottom
• No pagination needed—full thread visible

Thread Actions

Review Agent Responses

For each agent response, you can:

1. Read the full content
2. Check accuracy against your documents
3. Evaluate tone and brand consistency
4. Note any improvements needed

Link to Activity Details

For deeper analysis:

1. Note the message timestamp
2. Navigate to Activity Feed
3. Find the corresponding activity entry
4. View execution details and logs

Understanding Thread Context

Conversation History

Your AI agent sees the full thread history when responding, enabling:

• Context-aware responses
• Reference to earlier messages
• Coherent multi-turn conversations

Example

Customer: "Can I return the blue sweater I bought?"
Agent: "Yes! You have 30 days to return items..."

Customer: "What about the shipping cost?"
Agent: "For the sweater return you mentioned,
        return shipping is free for items..."

The agent remembers "blue sweater" context from the first message.

Thread Patterns to Watch

Healthy Patterns

• Quick resolution (1-2 exchanges)
• Clear answers to questions
• Customer satisfaction indicators

Warning Signs

• Many back-and-forth messages
• Repeated questions
• Customer expressing frustration
• Agent unable to answer

What to Do

If you see warning signs:

1. Review the conversation
2. Identify what went wrong
3. Update documents if information missing
4. Adjust rules if behavior was wrong
5. Consider tone changes if appropriate

Bulk Operations

Currently, threads are managed individually. For bulk operations:

• Use Activity Dashboard for aggregate views
• Export data for external analysis
• Contact support for enterprise needs

Thread Retention

Threads are retained according to your plan:

| Plan | Retention | |------|-----------| | Starter | 30 days | | Growth | 90 days | | Enterprise | Custom |

After retention period, threads are archived and no longer visible in the interface.

Search and Filter

Finding Specific Threads

Use the conversation list to:

• Sort by date (newest/oldest)
• Filter by status
• Search by customer email (coming soon)

Quick Tips

• Recent conversations appear first by default
• Check the date range for historical threads
• Use Activity Feed for searching by content

Best Practices

Regular Review

Schedule time to review threads:

• Daily: Quick check of recent activity
• Weekly: Random sample of completed threads
• Monthly: Deep analysis of patterns

Document Improvements

Use threads to improve your agent:

1. Note questions the agent struggled with
2. Add relevant content to documents
3. Adjust rules for better handling
4. Refine tone for consistency

Customer Insights

Threads reveal:

• What customers actually ask
• How they phrase questions
• What information they need
• Where your documentation has gaps

Next Steps

• Understand email statuses
• View activity analytics
• Monitor activity feed