# Linked Conversations

> Linked Conversations gives you the flexibility to relate conversations to one another by mapping real-world relationships within the Kustomer platform. With ...

Source: https://help.kustomer.com/en_us/linked-conversations-BJOmYkH5F

Last updated: 2026-06-22T16:14:20.483Z

Linked Conversations allows you to relate conversations to one another by mapping real-world relationships within the Kustomer platform. With linked conversations, you can freely associate a conversation from one customer with a conversation from an entirely different party. This feature dramatically improves your agents' flexibility and helps your teams provide world-class customer service.

### In this article

*   [When would I use Linked Conversations?](#Overview)
*   [How it works](#HowTo)
*   [Linking a conversation](#Linking)
*   [Frequently asked questions](#FAQ)

### When would I use Linked Conversations?

The power and flexibility of linked conversations can be used in all sorts of ways, in whatever capacity best serves the needs of your team.

For example, if you're a _hotel booking site_, one of your customers might create a booking of many rooms for multiple guests. Any of the guests on that reservation might contact you about the same booking. Your agents can search for other conversations using the same booking ID, and then link any or all of these conversations together to help you provide more consistent communication across everybody on that reservation.

Another example: if you're a _sales company_, a customer might reach out to you with questions about an item they've purchased that is backordered. Your agent likely also has a conversation open with the supplier that's providing the backordered item. Now, your agents can link these conversations together so they can quickly and easily check on the status of the item when the customer gets in contact.

### How it works

To get started with linking conversations, open any conversation on the Kustomer timeline. Then, look to the Insight Panel to locate the **Linked Conversations** card where you'll manage or find related conversations. Any conversation in Kustomer can have _up to 20 linked conversations_.

Linking one conversation to another creates that link in both directions. For example:

*   You open the conversation _Jenny's Order_, and relate it to the conversation _Tom's Return_.
*   When you later view the conversation _Jenny's Order_, the Linked Conversations card will show _Tom's Return._
*   Additionally, if you open the conversation _Tom's Return_, you'll see _Jenny's Order_ listed as a linked conversation.
*   Unlinking the conversation removes that link from both ends.

### Linking a conversation

To get started, select **\+ Link Conversation** in the Insight Panel, or from the _Conversation Options_ menu in the conversation header. A modal will appear where you can see more information about the current conversation and find other conversations to link to.

We offer a combination of search, date ranges, and filters to help you find the right conversation to link to. You can use any or all of these filters together to locate your conversation more easily.

Start by entering a term in the _Searches_ field to locate a conversation using a search term. Search will locate terms in the title/subject of the message, or within the message body.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/8a806ac3cf805de5343b14db018b53c6.png)

Then, you can narrow down your results by using the _Date Range_ selector to limit your search to specific dates. This filters conversations by their **last updated date**.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/07e7921c618120f325f2367b042516f0.png)

Or, use the _Quick Date Ranges_ button to pull up a pre-populated list of common date ranges.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/9fcca04f2e8c05d6500541017c252768.png)

You can also narrow down search results by a particular customer or status. Use the _Edit Filter_ button to apply filters to your search.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/4a06af6aae758284d8b04d66f961a465.png)

Once you've located the item or items you want to link, use the checkboxes at the left to check the conversation(s) to select them. Then, select **Confirm Linking** at the bottom of the window to finish linking.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/a227fa4dc6852d7361c2e7e48d0dbccb.png)

When this is successful, all of your linked conversations will be shown in the Insight Panel, where you can select them to quickly jump to that conversation. You can also **unlink** the conversation at any time by using the options menu next to the linked conversation.

In addition to using the Linked Conversations Insight Card, you can also link conversations in the Kustomer Timeline from the **Conversation Options** menu.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/aaad679589c812160182fe0f6188499b.png)

### **Email external third parties from a linked conversation**

You can email external contacts (such as shipping carriers, vendors, or partners) directly from Kustomer and have their replies appear in the platform. There are two approaches:

****Approach 1: Use a workflow to automate outreach.**** If the message follows a consistent template, create a workflow that sends the email automatically. The workflow can pull relevant details (like tracking numbers) from conversation or custom attributes. Use the AI Workflow Assistant to help build this.

****Approach 2: Manually email from a linked conversation.****

1.  Create a customer profile in Kustomer for the external contact (for example, FedEx or your vendor).
2.  When an agent needs to contact the third party, create a new linked conversation from the original customer conversation.
3.  In the linked conversation, compose and send the email to the external contact's address.
4.  Replies from the external contact appear in the linked conversation. The agent can reference both the original customer conversation and the third-party thread side by side.

### Frequently asked questions

**Q: How many conversations can I link at a time?**

Our current support allows for any conversation in Kustomer to have **up to 20 linked conversations**.

**Q: What happens if I merge conversations that have linked conversations?**

Any conversation links that were created before merging will be preserved. The resulting merged conversation will contain any linked conversations that were set up on either of the original conversations.

If merging a conversation would result in more than 20 linked conversations, those additional links will be preserved — however, the in-app interface can only display the first 20 linked conversations. You would need to use the API to interact with any linked conversations beyond the UI limit of 20 conversations.

**Q: How do I access Linked Conversations via the API?**

If you make a request to `GET /v1/conversations/:id`, we will return the `linkedConversations` array if there are any links present:

                "linkedConversations": \[
                    {
                        "id": "618d7e9cc2f39a7f46618704",
                        "customer": "6148837c1e3dc58302a2c940"
                    },
                    {
                        "id": "6148837cd1edc477c46e5ef3",
                        "customer": "6148837c8e1159e0a57c1460"
                    }
                \]

If there are no links present, a request to `GET /v1/conversations/:id` will return an empty `linkedConversations` array:

                "linkedConversations": \[\]

For further assistance interacting with Linked Conversations via the API, please [Contact Kustomer Support](https://help.kustomer.com/contact-kustomer-support-rJsApFSIS).

**Q: Does this feature support automations?**

We currently do not offer automation support for this feature. If you'd like to see this added, [please let us know](https://help.kustomer.com/contact-kustomer-support-rJsApFSIS).

**Q: Can I search or report on linked conversations?**

Linked conversations is not currently exposed to search and reporting at this time.