---
updatedAt: 2026-08-05T06:42:50.000Z
agentTools:
siteIndex: https://developer.rmlconnect.net/llms.txt
projectIndex: https://developer.rmlconnect.net/route-mobile-project/llms.txt
---
# The Message Thread
# Message Thread Overview
Below the header is the message thread — a chronological record of everything that has happened in this conversation. You can scroll up through the entire history, including what the bot handled before you joined.
## Reading the Thread
Messages in the thread are visually grouped by sender:
* **Chatbot messages** — Labelled 'Chatbot', shown with a bot indicator. These are the automated messages from the bot phase of the conversation.
* **Customer messages** — The customer's incoming messages, shown on the left side of the thread with their name or number and a timestamp.
* **Your messages** — Your outgoing replies, shown on the right side
* **System events** — Centre-aligned status notes such as 'Chat accepted by agent', 'Chat placed on hold', or 'Chat resolved'. These are not messages — they are activity markers in the thread.
* **Internal notes** — Notes added by you or other agents, visually distinct from customer-facing messages so there's no chance of confusing them.
### **Full history from the start:** When you open a conversation, you'll see the complete thread — including bot messages that happened before you were assigned. This context is valuable. Before jumping in with a response, take a moment to scroll up and understand what the customer has already been through.
## Replying to a Message
You can reply directly to a specific message in the thread — not just the most recent one. This is useful when you want to reference a specific point the customer made earlier, or respond to a particular question they asked.
To reply to a message:
1. Hover over or long-press the message you want to reply to
2. Click the Reply icon (it appears as an arrow or swipe option)
3. A preview of the original message appears above your input field
4. Type your response and send
The reply appears in the thread with the original message quoted above it — just like a WhatsApp reply. Reply supports all content types: text, images, videos, documents, and templates
## Forwarding a Message
If you need to share a specific message with another agent, you can forward it directly from the thread.
To forward a message:
1. Hover over or long-press the message
2. Click the Forward icon
3. A contact selector appears — search for and select the agent or user you want to forward to
4. Click Send to forward
The message is delivered to the selected recipient's conversation.