In a perfect world, support conversations would be simple: one agent, one customer, one thread. But in the real world, especially in B2B support, it’s often not that straightforward.
Multiple stakeholders often jump in and out of email threads. Customers CC teammates, reply from different addresses, or forward chains across departments. For agents, this can turn a single conversation into a confusing tangle—and slow down resolution just when customers need fast answers.
That’s why we’ve reimagined how email conversations appear in the timeline—to bring clarity, reduce confusion, and help teams move faster.
Rethinking the Timeline for today's conversations
Support has evolved. The tools need to evolve with it.
In high-value customer relationships, it’s common for several people to participate in the same support conversation. But when our timeline didn’t clearly show who said what—or where a message was coming from—agents had to spend extra time piecing together the full picture.
We knew we could do better. And now we have.
What’s new
Our updated timeline for email makes it easy to understand who’s participating in a conversation—and what they’ve said—at a glance.
Here’s what’s improved:
- Clearer conversation view: Each message now includes a name (or email as fallback) and icon to show who sent it.
- Automatic participant tracking: Anyone who replies to a message—whether they were the original sender or just CC’d—gets added as a participant.
- Shared visibility, not duplication: The conversation “lives” on the timeline of the primary customer but is also visible on the timelines of any participants. That means no unnecessary duplicates and no clutter.
- Faster agent workflows: With clearer visibility into multiparty conversations, agents can act more confidently and efficiently.
This update is now available for the Email channel. Additional channels may be supported in the future.
How It Works: Meet Jo
Jo is a senior support agent who works with some of our most strategic customers. Today, she sees a new message from Alice, a Director at one of her long-time accounts. The message includes four colleagues on CC—some familiar, some not.
Before, it wasn’t always clear who sent which message, especially when replies came in out of order. But now, with the updated conversation view, Jo immediately sees which messages are from Alice, which are from her teammates, and who is actively participating in the thread.
Jo gets to work, loops in engineering, and keeps everyone informed—without missing a beat.
That’s the power of clarity in action.
Who it's for
This update is designed to help everyone involved in the support process:
- Agents save time and avoid mistakes by clearly seeing who is communicating.
- Supervisors gain better insight into complex conversations without additional overhead.
- Customers get faster, more accurate responses—and a better experience overall.
What’s next
This experience is now available to all Kustomer clients using the Email channel.
Looking ahead, we’ll continue exploring ways to bring similar improvements to other channels that support multiparty communication. But for now, our focus is on delivering the best experience where it’s needed most.
Ready to simplify complex conversations?
Already using Kustomer? Start using multiparty timelines today- no configuration required.
New to Kustomer? Let’s chat about how we help teams deliver smarter, more streamlined support.
