Hi Alder, You didn't specify if this is about CDT or CP, but let me answer both. CDT - no easy way to do, you need to use history search to see this. CP - Like Dawood said there is build-in extension area for this purpose. If you make it little wider, then you see easily conversations (all types) from the customer. If you wish, you could also build own extension area to show only certain conversation types. Example of build-in view: The view basically consolidates conversation from a customer to one view. If you manage customer details in directory, then you will see all channels here. If you don't have directory in use, then it's based on contact from address (email, phone number or social address). While taking this picture came to my mind that icon of the view could indicate if there is conversation in queue, in process or draft state. This way agent would not need to manually check every time the view. Will talk about this with colleagues. //Jukka
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