The Support Center conversation workspace brings together messages associated with a ticket. Review the customer and staff context before responding, and keep internal notes separate from customer-facing messages.
Open the conversation
- In WordPress admin, open Support Center → Tickets.
- Select the ticket you need to review.
- Open the Conversation tab in the ticket workspace.
- Review the sender information and message content. In the inspected interface, messages are displayed newest first, so older context may be farther down the conversation.
Understand the conversation and notes areas
- Conversation: review messages from the customer, human staff, and the AI Assistant where present.
- Internal Notes: review staff-only notes associated with the ticket. Pinned notes may also be surfaced in the conversation area.
- Customer details: use the ticket’s customer context to help identify the request before replying.
Internal notes are a separate staff feature, not a customer-facing reply. Do not copy private staff notes into a reply unless the information has been reviewed and is appropriate to share.
Prepare a response
- Read the latest message and scroll through earlier messages for relevant context.
- Confirm who sent the message and whether the content is customer-visible or staff-only.
- Use Add Reply for a customer-facing response or Add Note for staff-only context.
- After sending a reply or adding a note, verify that it appears in the appropriate area.
For the sending steps, see Reply to Support Tickets. For ticket fields and assignment, see Manage Support Tickets.
Review carefully
- Do not treat an internal note as a message already delivered to the customer.
- Check the current ticket and sender before replying, especially when multiple tickets are open.
- After an update, confirm the expected message or note appears in the correct section.