Conversations
Conversations are threaded email exchanges with your customers. ReleaseTag collects feedback via inbound email and Intercom, and lets you reply directly from the dashboard.
How conversations are created
Conversations arrive from several sources:
- Inbound email — Customers send email to your project's unique address
- Intercom — Conversations synced from your Intercom workspace
When a customer sends an email, ReleaseTag automatically identifies them (or creates a new customer record) and starts a conversation. If the customer already has an open conversation, follow-up emails are threaded into the same conversation.
Conversation list
The Conversations tab shows all conversations for your project. Each entry displays:
- Customer name and email
- Subject line
- Status badge: open, pending, or closed
- Unread indicator for new messages
- Timestamp of the latest message
Viewing a conversation
Click on a conversation to see the full message thread. The detail view shows:
- All messages in chronological order
- Customer messages and your outbound replies
- File attachments (click to download via secure presigned URLs)
- Linked insights in the sidebar, showing AI-extracted patterns from this conversation
Replying to a conversation
Use the reply box at the bottom of the conversation to send a response directly to the customer. Your reply is sent as a normal email, and if the customer replies back, the response threads into the same conversation.
AI-suggested replies
ReleaseTag can generate suggested replies using AI. Click Get Suggestion to receive a draft response based on the conversation context and your project's mission statement. You can edit the suggestion before sending, or use it as-is.
Managing conversations
- Archive — Move a conversation out of the active list. Archived conversations can be restored.
- Delete — Permanently remove a conversation (with confirmation).
- Mark as read — Conversations are automatically marked as read when you view them.
AI analysis
When new messages arrive, ReleaseTag's AI automatically analyzes the content and may:
- Create new insights (bugs, feature requests, or feedback)
- Link the conversation to existing insights
- Suggest actions like draft replies
All AI actions are visible in the Insights and Actions tabs.