> ## Documentation Index
> Fetch the complete documentation index at: https://docs.armin.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Side conversations

> Start email side conversations from a ticket to coordinate with suppliers, carriers, or partners.

A side conversation is a separate email thread linked to a parent ticket. Use it when you need to contact someone outside the main customer thread without losing context.

## When to use it

Use side conversations when you need to:

* email a supplier, carrier, or warehouse about an order on a ticket
* coordinate with a partner while keeping the customer thread clean
* track replies from third parties next to the original customer issue

## Create a side conversation

<Steps>
  <Step title="Open the parent ticket">
    Open the ticket that needs a side conversation. Side conversations are available on parent tickets that are not read-only or deleted.
  </Step>

  <Step title="Start a new side conversation">
    In the ticket properties card header, click the **New side conversation** button.
  </Step>

  <Step title="Fill in the email details">
    Choose the sending email channel, recipient, subject, and message. You can attach the parent ticket conversation history when it helps the recipient understand the case.
  </Step>

  <Step title="Send and follow up">
    After you send, the side conversation appears in the ticket sidebar. Click a row to open that thread and read or reply.
  </Step>
</Steps>

## What you see in the sidebar

Once a ticket has at least one side conversation, a **Side conversations** section appears in the customer info panel.

Each row shows:

* subject
* status
* last activity time
* an unread indicator when new replies arrive

Unread side conversations use bold text and a dot so you can spot new activity without opening every thread.

## Permissions

Creating and viewing side conversations requires the **Side conversation** permission on tickets. If you do not see the create button or list, ask an admin to review your role.

## Best practices

* Keep the subject specific so side threads are easy to scan later.
* Attach conversation history only when the third party needs full ticket context.
* Resolve or close the parent ticket only after side conversations that affect the customer outcome are complete.