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The Exchange Hub 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 status, and understand how organizations interact over time.
The Exchange Hub currently focuses on email communications and captures messages sent through integrated email services.
What the exchange hub shows
The Exchange Hub displays communication activity in chronological order, with the newest exchanges appearing first by default. Each entry represents an exchange between organizations and includes key details about the message, such as:
- The sender and recipient
- Email subject and message body
- Timestamp of when the message was sent
- Organization details for both participants
At the conversation level, the Exchange Hub displays the participating organizations along with identifying information such as company names and logos. This helps you quickly understand who is involved in the communication.
Delivery statuses
The Exchange Hub updates message information as delivery events occur. When available, delivery statuses are automatically reflected in the timeline.
The following statuses may be shown:
- Sent
- Bounced
These indicators help you confirm whether a message was successfully sent or failed to reach the recipient.
Searching and filtering messages
The Exchange Hub 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:
- Sender or recipient
- Email delivery status
- Date range
- Message content
Results are displayed in the timeline and can be sorted by date and time. By default, the newest messages appear first.
Thread actions
When viewing a conversation in the Exchange Hub, additional actions are available from the thread menu.
These options provide more context about the participants in the exchange and allow you to export the conversation when needed.
From the menu, you can view:
Included users to see the participants involved in the conversation.
Related assets associated with the organizations or contacts in the exchange.
Connected issues linked to the communication thread.
Export the thread to download a record of the conversation.
These actions help provide additional context around communications and make it easier to review or share conversation history when needed.
Archiving messages
Messages and conversations can be archived to remove them from the active view while preserving the communication history. Archived exchanges are stored in the Exchange Hub and can be accessed in the Archived section when needed, but they no longer appear on the primary timeline. This allows teams to keep the workspace focused on active communications without losing historical records.
Access and visibility
Access to conversations in the Exchange Hub 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 Exchange Hub?
In the Exchange Hub, 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 Exchange Hub even if the original email is deleted from a user’s mailbox, ensuring that the communication history is preserved. Messages deleted in the Exchange Hub will remain visible in your mailbox.