The list
Each row shows the channel icon, the contact label, the time of the last activity, and a one-line preview. The preview is an ops label such as “Text message”, “Voice message”, or “Template: new_lead_hello”, not the message text. A thread with no messages reads “No messages yet”.
Empty states: No threads yet (“When someone messages this agent, conversations show up here.”), No channel connected (“Connect a channel like WhatsApp to start receiving conversations.”), and No rows match with Clear filters.
The thread
Select a row to open it. The panel has two tabs, Chat and Details, and a Thread options menu with Export this thread. WhatsApp threads render as WhatsApp bubbles, and website chat threads render with the bubble style and accent you set on the Playground Display tab. Voice notes show a player labelled Voice message or Audio message. See Thread and ticks. Details lists the conversation’s Channel, Contact, External ID, Conversation ID, Agent ID, Created, Messages, and Last activity. A WhatsApp thread adds WhatsApp connection details: Access token (shown as Encrypted with a hint), Phone number ID, Display phone, Display name, and WABA ID. A missing value reads Not set.Select, export, delete
Choose Select to pick several threads. A footer offers Export JSON, Export CSV, and a delete button.- Export is metadata only. Files carry conversation and message ids, channel, contact label, message kind and label, timestamps, delivery status, and delivery error. They never contain message text.
- Delete asks “Delete conversation?” and explains that it deletes the conversation and its message rows. The contact can message again to start a new thread. Kylo also removes the agent’s memory of that thread, on a best-effort basis.
Thread and ticks
What each delivery mark means.