The Inbox uses conversation events to help you track everything that happens in a conversation—from assignments and tags to AI agent interactions and SLA changes.
Show conversation/ticket events
To understand the full lifecycle of a conversation, you can view the event timeline. This allows you to quickly scan chronological events, see which teammates were involved, and understand what automation rules were applied.
By default, the conversation view focuses on messages. You can toggle on conversation or ticket events to see technical details and background actions.
To show conversation events:
Open a conversation in the Inbox.
Click the three dots icon at the top right of the conversation header.
Select show conversation events.
To show ticket events:
Open a ticket in the Inbox.
Click the three dots icon at the top right of the ticket header.
Select the option to show ticket events.
Tip: You can quickly toggle events on or off using keyboard shortcuts. Press ⌘ + E on Mac or Ctrl + Shift + E on Windows.
How conversation events work
The conversation event user interface is designed to be readable and less cluttered, allowing you to quickly skim the conversation history.
Left alignment: The event timeline uses a left-aligned format to create a clean vertical line, making it easier to scan the history of a conversation. To keep the interface uncluttered, the system prioritizes the most important information. Long object names, such as complex tags or workflow titles, are truncated.
Visual icons: Every event has an associated icon to help you recognize the event type without reading the full text.
Centered stream: The conversation stream centers itself and uses more of the available width for better legibility.
Hover for details: To keep the UI clean, long object names are truncated. You can hover over any truncated text to see the full value in a tooltip.
Standardized text: Event descriptions use a consistent sentence structure that surfaces the object, actor, and action in a predictable order.
Note: Text truncation currently applies to the web version of the Inbox. Full text is displayed on mobile devices.
Legend of event icons
Icon | Description |
 | Shows when an AI agent (Fin) responds to or interacts with a conversation.
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 | Indicates that the AI agent was unable to find an answer to the user's question.
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 | Displays when a conversation is assigned to or unassigned from a teammate.
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 | Shows when file attachments in a conversation were removed or failed to upload.
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 | Indicates that the automatic conversation summarization feature has reached its usage limit.
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 | Displays available actions that Fin (AI agent) can perform in the conversation.
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 | Shows when a phone call event occurs in the conversation.
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 | Indicates when a conversation is moved from one channel to another (e.g., email to chat).
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 | Displays when company information associated with the conversation is modified.
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 | Shows when a customer changes their rating of the conversation.
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 | Indicates when a customer adds a comment to their conversation rating.
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 | Displays when a snoozed or paused conversation is resumed. |
 | Shows when an SLA is applied via a rule or workflow.
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 | Displays when an SLA timer is paused for a conversation.
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 | Shows when an SLA is removed from a conversation.
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 | Indicates when a conversation fails to meet its SLA target time.
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 | Displays when an SLA timer is resumed after being paused.
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 | Shows when tags are added to or removed from a conversation.
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 | Indicates that the conversation was created by forwarding from another conversation.
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 | Displays when a custom workflow action begins or completes execution.
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 | Indicates when a custom bot answer is used in the conversation.
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 | Shows when contacts or companies are linked to or unlinked from the conversation.
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 | Indicates when custom Fin AI settings are applied to the conversation.
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 | Shows when Fin provides guidance or suggestions in the conversation.
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 | Displays when a conversation is forwarded to another teammate or team.
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 | Shows when a conversation is handed off from a bot to a human agent.
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 | Indicates when a teammate begins impersonating a user to test their experience.
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 | Displays information about the detected language in the conversation.
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 | Shows when a linked ticket is shared with other teammates.
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 | Displays a reply from a conversation that was merged into the current one.
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 | Shows when a workflow performs an action on the conversation.
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 | Indicates when a participant is added, removed, or blocked from the conversation.
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 | Shows when the conversation priority level is manually or automatically changed.
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 | Displays when a conversation rating request fails to send to the customer.
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 | Indicates when a new side conversation is started or a reply is received.
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 | Indicates when a conversation is closed or reopened.
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 | Shows when a conversation is snoozed for later follow-up.
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 | Shows when a ticket's state is changed manually or automatically.
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 | Displays when the conversation title is modified.
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 | Shows when a phone call is transferred to another teammate.
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 | Displays when a user becomes idle or inactive during the conversation.
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