Creating a Nested Conversation

When to Use Nested Conversations

Use a nested conversation when:

You need a colleague to assist with a specific issue

You want to escalate a question without transferring the main conversation

You prefer to keep the original customer thread intact while collaborating internally

How to Create a Nested Conversation

Open the customer conversation.

Click on the Nested Conversations panel

Select New Nested Conversation.

Choose the channel (Email or Glassix Chat).

Fill the required fields

Click Create to send.

Limitations

You can open up to 3 nested conversations per customer conversation.

Each nested conversation is tracked independently.

Once a nested conversation is created, it cannot be merged or moved to another conversation.

Customer satisfaction surveys are not sent for nested conversations.