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If a customer has submitted more than one request, you’ll be able to get a great overview of what they’ve submitted in the past by viewing the timeline on the left hand side. This will show the agent when the user contacted them and on what channel. Click on any icon on the timeline to jump into the conversation and check details on what was communicated. You can also see the same previous and other ongoing conversations from the same user in the right hand side of the interface. Click the conversation ID to open a previous conversation.You can also click on Show all conversations to see a full list of conversations created by this user.