> ## 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.

# Conversations & Threading

> How email, SMS, voice, and chat share one thread model.

Every channel in Custral writes into the same **Conversation** model. The full data shape, threading rules, and lifecycle live in [Data Structures → Conversations](/data/conversations/overview). That is the canonical reference.

This page is the channel-side summary: when you reply to an email, send an SMS, take a voice call, or close a chat, you are reading and writing the same thread row that every other channel uses. Assignment, dispositions, outcomes, and reporting all derive from that single model.

## Dispositions & outcomes

A **disposition** is a named outcome you set on a conversation or call to record how it went: "Connected", "Left voicemail", "Wrong number". It feeds reporting, and it's the same list across every channel.

Manage the list at **Settings → Conversations → Dispositions**. Each disposition has a **Name**, a **Key**, and a **Color**.

<Steps>
  <Step title="Add a disposition">Click **Add Disposition** and set its **Name**, **Key**, and **Color**.</Step>

  <Step title="Set it on a conversation">
    On a conversation, pick it from the **Outcome** field (with an optional reason); on a call, set it in the dialer's
    outcome prompt when the call ends.
  </Step>
</Steps>

## Quick links

<CardGroup cols={2}>
  <Card title="Conversation model" icon="cube" href="/data/conversations/overview">
    Fields, threading rules, and lifecycle diagram.
  </Card>

  <Card title="Inbox" icon="inbox" href="/comms/inbox/overview">
    The shared inbox surface that lists every Conversation.
  </Card>
</CardGroup>


## Related topics

- [How threading works](/comms/email/threading.md)
- [Stages & Rules](/comms/conversations/stages.md)
- [Surfaces](/surfaces/overview.md)
- [Voice & Calls](/comms/voice/overview.md)
- [Coaching Scorecards](/comms/coaching/scorecards.md)