The Discussion Thread lets you centralize your exchanges with customers after they respond to a sequence. It helps you follow up, reply more quickly, and keep a record of conversations directly in InputKit.
Access the Discussion Thread
To access it:
Click the chat icon in the top-right corner.
You will then see the list of customer responses, grouped by sequence.
Filter conversations
In this view, you can filter conversations to focus on the most important cases.
You can display:
unread messages
dissatisfied customers only
This makes it easier to prioritize the follow-ups you need to do.
Open a conversation
Click a customer response.
The conversation thread will open on the right.
You can then review the conversation and reply directly to the customer.
What you can do in the Discussion Thread
In the Discussion Thread, you can:
write directly to the customer
use reply templates
generate a reply with AI
open the “Actions” tab to add internal notes
change the case status
Use internal notes and statuses
The “Actions” tab allows you to add an internal note to keep context on the case or make follow-up easier for another team member.
You can also change the case status there based on the progress of the follow-up.
Remove the alert for a customer detected as dissatisfied
If a customer has been detected as dissatisfied and you want to remove the related alert:
Click “Action”.
Change the status to “Customer contacted” or “Completed”.
Reminder: Updating this status removes the alert related to the dissatisfied customer and helps maintain good internal follow-up.
If you have any questions, feel free to contact us via the chat.