Messages

Messages is the shared conversation workspace in Comers.

Instead of treating every marketplace inbox as an isolated tool, Messages keeps supported conversations in a common operational view while preserving their source channel and business context.

flowchart TD
    C[Connected channel] --> T[Conversation thread]
    T --> L[Listing context]
    T --> P[Product context]
    T --> O[Order context]
    T --> R[Reply when supported]
    T --> S[Support case when follow-up is needed]

Inbox and Archive

The Messages workspace separates active conversations from archived threads.

You can work with a list of threads for the selected sales account, filter the visible list, load additional conversations, and open a thread to see its messages.

Common thread actions include:

refresh the conversation,
mark it as read,
archive it,
restore it from the archive,
reply when the source conversation supports replies.

Available actions depend on the channel and on the type of conversation.

Customer and platform conversations

Not every incoming message is a customer conversation.

Comers distinguishes correspondence with a customer from messages sent by the platform itself. A platform message can contain operational information from the marketplace but may not support a reply.

The interface should therefore be treated as authoritative about whether a conversation can be replied to. If reply is not available, do not assume that sending a response through the source platform is supported.

Conversation context

Where the necessary relationship can be resolved, a thread can show context such as:

the related Listing,
the linked Product,
a related recent Order,
the sales channel and account.

This context helps answer a customer without manually searching through several parts of the system.

Not every thread will have every relationship. A conversation can exist even when Comers cannot determine a Product or Order for it.

Replying to a customer

When the conversation is replyable, you can prepare and send a response from the thread.

The message remains connected to the same conversation history and source channel.

Provider-specific limitations still apply. The exact reply path is determined by the connected integration rather than by Messages inventing a channel capability that does not exist.

Read state and archiving

Marking a thread as read changes its attention state without removing the conversation.

Archiving is also not deletion. It moves a thread out of the active inbox while preserving its history. An archived conversation can be restored when further work is required.

Refreshing a conversation

A thread can be refreshed explicitly when you want Comers to request the latest supported state from the connected channel.

A temporary provider error or API limit can delay that refresh. It does not mean that the conversation history already stored in Comers has been deleted.

Mood and prioritization

For supported customer conversations, Comers can maintain a mood indicator derived from the customer’s inbound messages.

This can help surface conversations that appear frustrated, worried, satisfied, or otherwise require different attention. The indicator is supporting context, not a replacement for reading the conversation itself.

Platform messages are not treated as customer mood input.

Creating a Support case

A conversation that needs ownership, coordination, or follow-up beyond the inbox can become the source of a Support case.

The case keeps a relation to the source thread so the operational issue can be managed without losing the original customer conversation.

Current boundaries

The exact feature set can differ by channel.

Do not assume that every source supports the same message types, reply behavior, attachments, search capabilities, or synchronization model. Channel-specific behavior belongs to the integration; Messages provides the common conversation experience.