Conversations

The Conversations feature enables you to import email threads from Microsoft Outlook and store them against a customer record in CommTrak, keeping relevant communications in one place alongside notes, jobs, leads, and other activity.

Conversations can be accessed from the Customer, Lead, Job, Workflow Case, and Project pages.

This feature must be enabled for your CommTrak.

Please contact CommTrak Support to request access.

Opening Conversations

On any supported page, click the Conversations button in the action bar.

The Conversations popup will open, displaying any conversations already imported for the current record.

When clicking New Email on a Customer or Lead page, CommTrak will first display a prompt directing you to use the Conversations popup. Clicking through the prompt will open the Conversations popup.

Importing a Conversation from Outlook

Conversations are not imported automatically — you choose which email threads are relevant and import them individually. This keeps your CommTrak records free of unrelated email activity.

To import a conversation:

  1. Open the Conversations popup for the relevant record.
  2. Click Import from Outlook.

The Recent Emails popup will open, showing your Outlook folders on the left. Click a folder to display its emails.

To find a specific email, type a word or phrase into the Search mail box and press Enter to filter the list.


  1. Locate the email you want to import. To the right of each email are two import icons:
    • Import entire conversation (both arrows active) - imports the full email thread from the first message.
    • Import from this email onwards (down arrow only) - imports from the selected email forward, excluding earlier messages in the thread.
  2. Click the appropriate icon. The Recent Emails popup will close and the conversation will appear in the Conversations popup.

Conversations are imported at the customer record level and are not linked to a specific contact within that customer.

The Conversations Popup

The Conversations popup displays all conversations imported for the current record. Conversations are listed in the left panel; clicking a conversation displays its emails on the right.

Pinned Conversations

Conversations you have pinned appear at the top of the list under Pinned Conversations, highlighted in yellow.

To pin or unpin a conversation, click the pin icon on the conversation row. A red pin indicates the conversation is pinned; a grey pin indicates it is unpinned.

Conversation List

Each conversation in the list shows:

  • The name of the person who initiated the conversation
  • The date and time of the most recent email
  • The subject line
  • The participants
  • A preview of the most recent email body
  • A star badge showing the count of starred emails in the thread (if any)
  • The total number of emails in the thread

If your user permissions allow it, a remove icon (−) will also appear on the conversation row, allowing you to remove the conversation from CommTrak.

Viewing Emails in a Conversation

Clicking a conversation in the left panel displays its emails in the right panel, in chronological order.

Each email shows the sender, subject, recipient, date, and body.

Each email also displays an eye icon with an adjacent number, indicating how many CommTrak users have viewed that email within CommTrak. Hovering over the icon shows a list of which users have viewed it and when.

For each email, you can:

  • Click View Full Email to open the complete email.
  • Click Download Full Email to download the email.
  • Click Star to mark the email. Starred emails are indicated by a filled star icon; click Unstar to remove the star. Starring is visual only — it is not possible to filter or search by starred status.

Conversations are read-only in CommTrak. To reply to a conversation, do so in Outlook. Updated emails will be reflected in CommTrak on the next sync.

Sending a New Email

To compose a new email from within the Conversations popup, click New Email at the top of the popup.

This will open the standard CommTrak email compose window.

Once sent, the new conversation is created and the Conversations popup will close.

Conversations in Notes

When the Conversations module is enabled, conversations linked to a customer record (including those linked via a related job, lead, or workflow case) appear alongside regular notes in the Notes tab and in the timeline (Previously saved/sent notes) on the Main Info page.

Clicking a conversation entry in the Notes tab opens the Conversations popup which displays the email thread for the selected item.

Filtering Notes

To filter the Notes tab to show only conversations, use the Filter By Type dropdown and select Conversation.