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
To access it, select Communication Center in the main navigation. You will see your 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
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
- Contact
- Connected items
- Inquiry type (for example, Findings or Security Event)
- Last activity
- Date received
Results are displayed in the timeline and can be sorted by date and time.
Thread actions
When viewing a conversation in the Communication Center, select Topic actions to view additional actions that 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.
Archiving conversations
You can archive conversations to remove them from the active view while preserving the communication history by selecting the More options (...) icon, then selecting Archive.
Archived conversations are stored and can be accessed in the Archived section when needed; however, they no longer appear on the primary timeline. You can unarchive a conversation at any time to move it back to the active timeline by selecting the Row actions (...) icon, then selecting Unarchive from the Actions menu. This allows teams to keep the workspace focused on active communications without losing historical records.
Access and visibility
Organizational permissions control access to conversations in the Communication Center.
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 the appropriate users can see communication history while maintaining organizational boundaries.
FAQ
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.
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. This means that each organization will see only the exchanges relevant to its relationship.
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.
Are messages still visible if the original email is deleted?
Messages remain visible in the Communication Center even if a user deletes the original email from their mailbox, ensuring the communication history is preserved. Messages deleted in the Communication Center will remain visible in your mailbox.