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Open a conversation and read its history in chronological order

An Operator opens a conversation from the Inbox and reads every message — customer, operator, AI, automation, internal note and system event — in the order it happened, with the customer's identity, channel and current state visible at a glance.

When this happens: Operator clicks a conversation row in the Inbox.

Step by step

  1. 1

    Click a conversation row for *Elena Vasiliu — WhatsApp*.

    EasyCRM loads the conversation header: customer name and avatar, channel and connection, current status *In Progress*, tags, responsible operator, and the WhatsApp service-window countdown. EasyCRM loads the most recent page of messages ordered by OccurredAt ascending, rendering each per its kind.

  2. 2

    Scroll up; the system loads older pages on demand.

    Joins the per-conversation real-time group so new messages, delivery-status changes and presence/typing signals (FR-23) appear without a refresh.

Other paths

Conversation has no prior messages

If the conversation has exactly one message (the one that created it). The history shows that single message with no load more control.

If something goes wrong

Outside visibility scope

The requested conversation falls outside the Operator's visibility scope. EasyCRM returns EasyCrm:Conversation:OutOfVisibilityScope; the Inbox never lists it in the first place.

Good to know

  • History is ordered by OccurredAt, not by insertion order.
  • Opening a conversation does not by itself mark it read.
  • The visibility scope is enforced on every read, never only hidden in the UI.