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The Communication Center provides a centralized view of communications between organizations. It displays inbound and outbound messages on a single timeline, allowing you to review message history, monitor delivery issues, and understand how organizations interact over time.
The Communication Center currently focuses on email communications and captures messages sent through integrated email services.
What the Communication Center shows
The Communication Center displays communication activity in chronological order. Each entry represents a conversation with another organization and includes key details, such as:
- The organization you're communicating with, including their name and logo
- A subject or topic name for the conversation
- A preview of the most recent message
- The timestamp of the most recent activity
At the conversation level, the Communication Center displays the participating organization along with identifying information such as company name and logo. This helps you quickly understand who is involved in the communication.
Delivery issues
If a message fails to send or bounces, it's visually flagged within the conversation so you can quickly spot delivery problems.
This helps you confirm whether a message reached the recipient or ran into a delivery issue.
Searching and filtering messages
The Communication Center includes search and filtering capabilities that make it easier to locate specific exchanges, investigate communication history, or monitor message outcomes.
You can search and filter across communications using criteria such as:
- Organization
- Sender or recipient
- Inquiry type (for example, Findings or Security Event)
- Connected items
- Date range
- Message content
Results are displayed in the timeline and can be sorted by date and time.
Thread actions
When viewing a conversation in the Communication Center, additional actions are available from the thread menu.
These options provide more context about the participants and related records tied to the conversation.
From the menu, you can view:
- Participant list to see the participants involved in the conversation.
- Related assets associated with the organizations or contacts in the exchange.
- Connected items linked to the communication thread.
These actions help provide additional context around communications and make it easier to review conversation history when needed.
Archiving conversations
Conversations can be archived to remove them from the active view while preserving the communication history. Archived conversations are stored in the Communication Center and can be accessed in the Archived section when needed, but they no longer appear on the primary timeline. You can unarchive a conversation at any time to move it back to the active timeline. This allows teams to keep the workspace focused on active communications without losing historical records.
Access and visibility
Access to conversations in the Communication Center is controlled by organizational permissions.
Organization administrators automatically have visibility into all communications associated with their organization. Other users may see conversations based on the platform’s access control policies.
This ensures that communication history is visible to the appropriate users while maintaining organizational boundaries.
FAQ
Q. How are conversations organized in the Communication Center?
In the Communication Center, conversations are organized between pairs of organizations. Each thread represents communication between two organizations and includes all exchanges between them.
Q. What happens if an email is sent to multiple organizations?
If a message is sent to multiple organizations, the system creates separate conversations for each pair of organizations. This means that each organization will see only the exchanges relevant to its relationship.
Q. Can multiple users from the same organization participate in a conversation?
Multiple users from the same organization can participate in the same conversation. Their messages will appear together within the shared timeline.
Q. Are messages still visible if the original email is deleted?
Messages remain visible in the Communication Center even if the original email is deleted from a user’s mailbox, ensuring that the communication history is preserved. Messages deleted in the Communication Center will remain visible in your mailbox.