Support Suite keeps customer replies tied to the channel where the conversation began. Email threads receive email replies, Slack-originated support threads.
Plan access: Support Suite requires Scale or Enterprise, an active trial, or access explicitly enabled for your workspace.
A Support thread keeps the originating channel so replies can return to the customer through email, Slack, or the widget.
- Open the thread in the Support inbox.
- Confirm the originating channel shown on the thread.
- Write the reply.
- Send it.
- Verify the message appears in the conversation timeline.
Use an internal note for teammate-only context in the conversation. An internal note is not a customer reply. If delivery fails, review the connected channel before retrying.