Conversations
Manage inbox threads, message formatting, rich messages, and attachments in Zora Support.
Conversations are the core of Zora Support. Every visitor, messaging-app contact, or ticket thread lands in a shared inbox your agents can search, assign, and resolve.
Conversation statuses
Each conversation can be:
- Read / unread — mark threads so agents know what still needs attention
- Archived — hide resolved work from the main inbox without deleting it
- Trashed — soft-delete; emptying trash permanently removes those threads
- Restored — bring archived or trashed conversations back to the inbox
Useful behaviors:
- A new customer message on an archived or trashed conversation restores it to the inbox.
- Trashed conversations are removed automatically after a retention window (typically 30 days).
- Deleting a user also removes their conversations and messages.
Search
Search across department, assigned agent, title, conversation ID, message text, attachment names, and user name or email. Searching by message text opens the conversation at the matching message.
The left conversation list uses auto-pagination (about 100 results per scroll).
Replying and formatting
Agents reply from the conversation window. Message menus (on hover) support actions such as Reply to on channels that allow threaded replies (for example WhatsApp, Telegram, and Messenger).
Text formatting
In the admin editor and automated messages you can use lightweight markup:
| Syntax | Result |
| --- | --- |
| *text* | bold |
| __text__ | italic |
| ~text~ | strikethrough |
| `text` | inline code |
| ```text``` | code block |
URLs become clickable links. To set a custom link label, append #sb-your--label to the URL (spaces as --). Use Shift+Enter or Ctrl+Enter for a line break. Raw HTML and scripts are not allowed in plain messages—use rich messages for interactive UI.
Merge fields
Merge fields are replaced when a message is sent:
| Code | Description |
| --- | --- |
| {user_name} | Active user’s full name |
| {user_email} | Active user’s email |
| {agent_name} | Active agent’s full name |
| {agent_email} | Active agent’s email |
They work in agent replies, automated messages, and chatbot content.
Rich messages
Rich messages add interactive elements—buttons, inputs, dropdowns, and similar controls—via shortcodes with parameters such as title and description. Use them to collect details, offer choices, or surface articles without leaving the chat.
Common patterns:
- Ask for email or phone with a form-style rich message
- Offer quick-reply buttons for common intents
- Share knowledge-base articles with an articles shortcode
Attachments
Agents and users can share files when attachments are enabled in settings. Attachment names are searchable. Agents can delete their own messages (and related attachments) from the message menu when policy allows.
Next steps
Configure users & agents, tune settings, or connect messaging apps so conversations arrive from every channel your customers use.