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Documentation Index

Fetch the complete documentation index at: https://help.gorelo.io/llms.txt

Use this file to discover all available pages before exploring further.

Create a Third-Party Conversation to start a new email thread while keeping it on the same ticket for context. For example, contact LOB application support for a client without losing the ticket history. This creates a new conversation thread, separate from the Public thread. With a new Third Party Conversation thread, you don’t include the recipients (in To/Cc) previously included in the ticket.

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Create a third-party conversation

  1. Create or navigate to an existing ticket
  2. Click the + button in the timeline tab and add a Third Party Conversation
  3. Search from existing contacts or type a name/email
    • (Optional) Add Cc’s via the ‘Add more detail’ dropdown
    • Public comment thread can be added via the ‘Add more detail’ dropdown
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  1. Click ‘Save’
  2. Type your email in the expanded Third Party Conversation comment box and click ‘Post’ (note the purple tab color)
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Thread visibility

Threads have different visibility levels:
  • Private: visible only by you and your team from the Gorelo admin interface.
  • Public: visible by your contact by email.
  • Thread: visible by a third party by email.