Overview
Every message your team exchanges (email, SMS, voice, or chat) belongs to one running Conversation. Threading is how Custral decides what joins an existing conversation and what opens a new one, so a back-and-forth stays in a single place instead of scattering into loose messages.The conversation lifecycle
1
A message arrives
An inbound email (or SMS, call, or chat) reaches a connected Channel.
2
It's matched to a conversation
Custral matches the message to an existing Conversation by its Message-ID / reply headers and participants. No match
opens a new Conversation.
3
It's assigned and replied to
The Conversation has an owner (personal channel) or is routed to a team (shared channel). Replies go out on the same
channel and stay on the thread.
4
It's resolved
A disposition or outcome wraps the Conversation up, which feeds reporting.
One conversation, every channel
Because email, SMS, voice, and chat share the same Conversation model, a thread isn’t email-specific: a call or text with the same contact links onto the record’s timeline alongside the email. Assignment, dispositions, and timeline events apply across the whole Conversation, not per message.When a message joins vs starts a thread
Threading is automatic. There’s nothing to configure. If replies are starting new threads unexpectedly, see
Troubleshooting.
See also
- Get started with Email: send your first message.
- Threads: reading, replying, and linking in the thread view.
- Conversations & threading: the cross-channel model in depth.