> ## Documentation Index
> Fetch the complete documentation index at: https://docs.custral.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversation Widget

> Every channel for one customer, in one thread.

The Conversation Widget is the central hub for all customer and internal communications within Custral. Email, SMS, voice and chat with the same person arrive in one thread, so a reply does not depend on which channel it came in on.

## Supported Channels

The Conversation widget handles these channels:

* **Email**: Send and receive emails directly within the thread.
* **SMS/MMS**: Text customers and receive photo/video attachments.
* **Internal Chat**: Collaborate with teammates in private side-threads attached to customer records.
* **Support Chat**: Real-time web chat for customer support.

## Key Features

* **Omnichannel Threading**: All messages from a single customer, regardless of the channel, are unified into a single chronological thread.
* **Shared Inbox**: Multiple team members can view, claim, and respond to conversations simultaneously.
* **Internal Notes (@mentions)**: Tag teammates directly within a customer thread to ask for help or provide context.
* **Automated Routing**: Use Custral workflows to automatically assign conversations to the right team or individual.
* **Canned Responses**: Save and reuse common snippets to ensure consistency and speed.

## Configuration

| Setting         | What it does                                                                                 |
| --------------- | -------------------------------------------------------------------------------------------- |
| Default channel | The preferred channel for new outbound messages.                                             |
| Auto-assignment | Turn automatic routing on or off.                                                            |
| Notifications   | How and when team members are alerted to new messages.                                       |
| Visibility      | Which teams can see specific conversation types (for example "Private Sales Conversations"). |

## Best Practices

* **Use Internal Notes for Context**: Always leave a note when handing off a conversation to another teammate.
* **Link to Records**: Conversations are most useful when linked directly to Accounts, Deals, or Tickets.
* **Monitor Response Times**: Use Custral BI to track and improve your team's average response time.

***

## Example Workflow

1. A customer sends an **Email** about a technical issue.
2. The **Conversation Widget** automatically routes it to the "Support" team.
3. A support agent **@mentions** a developer in an internal note for advice.
4. The agent responds to the customer via **SMS** for a quicker resolution.
5. Once resolved, the conversation is marked as **Closed**, updating the linked Support Ticket.


## Related topics

- [Widgets](/blocks/widgets/overview.md)
- [widget.conversation.started](/dev/webhooks/events/widget-conversation-started.md)
- [Widget](/dev/webhooks/events/widget.md)
- [Conversations](/dev/webhooks/events/conversations.md)
- [Chat & Widget](/comms/chat/overview.md)