# Understanding the Conversation lifecycle > Conversations in Kustomer move through several phases from creation to longterm data retention This article describes each phase to give you a complete pictu Source: https://help.kustomer.com/en_us/understanding-the-conversation-lifecycle-BJTXglPhbe Last updated: 2026-06-01T14:29:48.313Z Conversations in Kustomer move through several phases, from creation to long-term data retention. This article describes each phase to give you a complete picture of how a conversation works from start to finish. ### Creating Conversations Conversations can be created in several ways:  * Directly within Kustomer. * Via any connected channel. * Internally, via notes.  * When a customer initiates a chat.  * As a result of a workflow or API call.  Each conversation receives a unique ID. Subsequent messages are nested within and linked to  the conversation via the conversation's ID. ### Using Conversations day-to-day Conversations exist within timelines, where agents communicate with customers or other agents across any configured channels. Internal notes keep internal conversations within the timeline, but viewable only to your internal team.  Common customer-facing channels include chat and email, but integrated apps expand the number of available channels. See [Setup Channels](https://help.kustomer.com/en_us/categories/setup-channels-SkYVVSMKxl) for details on installing these applications within Kustomer.  As an omnichannel platform, customers who initiate a chat conversation can continue that conversation using any available channel.  For example, a conversation might begin in SMS, move over to email, include chat sessions, and social media interactions.  Conversation timelines generate insights and create a growing history of data about the customer and their needs. When [Signals is enabled via Kustomer Envoy](https://kustomer.kustomer.help/en_us/using-signals-to-gain-customer-insights-SkPQkZGuZe), timelines also surface AI-generated insights based on conversation and customer history.  Over time, conversations can inform sentiment analysis and serve as the basis for Evaluations that help improve service quality.  Agents can respond within Kustomer by using the reply editor within a conversation. The channel is set by default based on the last message channel and can also be updated by the agent from the channel drop down selection within the editor. Within the reply, if Kustomer Envoy is enabled, agents can also use [_Typeahead_](https://kustomer.kustomer.help/en_us/using-typeahead-HkmnbKe9be) to generate a suggested response.  >  **Note:** Typeahead works best when a conversation has a longer history associated with it.  Conversations can be [merged](https://help.kustomer.com/en_us/merge-a-conversation-rk9wEaJBP) when they are related, or [linked](https://help.kustomer.com/linked-conversations-BJOmYkH5F) together for easy reference. For example, two separate but related orders from the same customer can have their conversations linked to support both issues in context.  Conversations can also serve as triggers or conditions within workflows for more complex behavior — for example, automatically tagging conversations related to shipping, or managing handoffs between agents.  ### Reviewing Conversations Conversations update in real time as responses arrive. You can review the full timeline at any time, or use the **Insights** panel on the right side of the conversation to view key details at a glance. The **Insights** panel displays context cards, sentiment information, and object details related to the conversation and customer.  Use timeline searches to search for conversations by customer, company, and more. Save searches for later access, allowing agents to customize their view and prioritize their work.  [AI summaries](https://help.kustomer.com/en_us/set-up-summaries-BkESHdVmee) bring agents up to speed on long issues or during handoffs. [Kustomer Envoy](https://help.kustomer.com/en_us/boost-agent-efficiency-rkmsrBa1eg) is available within the conversation to assist with insights, response generation, and suggestions.  When _Signals_ is enabled, AI-generated insights surface within the conversation based on its history and the customer's record. These insights are intended to provide actionable guidance — for example, steps an agent can take now to reach a more favorable outcome.  From a reporting perspective, two report types provide visibility into how teams handle conversations:  * [**Pulse**](https://kustomer.kustomer.help/en_us/kustomer-team-reporting-rJR2M3Inbl) gives a real-time snapshot of current activity.  * [**Team reports**](https://kustomer.kustomer.help/en_us/team-report-B1rkZ3qLz) provide a snapshot from a defined time period, and include tables you can drill into for further detail.  ### Retaining Conversations Data retention pricing determines what you can store and for how long. Remember that storage of a conversation also includes: * The conversation itself as an inbound interaction (call, email, chat, etc.). * Messages exchanged within the conversation. * Use of AI features such as Kustomer Concierge and Kustomer Envoy, which provide conversational automation, summaries, and assistance. * Conversation attributes that impact routing and capacity, such as conversation weight. * Use of features like conversational assistants or AI summaries that enhance the conversation handling. It's important to note usage of these features can carry their own charges in addition to any data storage used.