How conversations work: threads, channels and multiple campaigns
In Klaaryo there's only one conversation per person, split into threads, even if the candidate is in several campaigns or changes channel.
Updated on Oct 12, 2026
In Klaaryo each person has only one conversation. All messages with that candidate stay in the same chat, even if they take part in several campaigns or change channel.
Where to find it: Inbox → open the candidate's chat
The three levels of a conversation
- Conversation: it's tied to the person and holds the whole history.
- Thread: groups the messages of the same activity, for example evaluation, interview, onboarding or survey.
- Messages: the individual interactions.
Each message belongs to only one thread. Each thread belongs to only one conversation.
Example
You contact the same candidate for three different campaigns. You won't have three chats: you'll have one conversation with three evaluation threads.
Good to know
- Channels: the conversation can move from WhatsApp to SMS or email, for example if a WhatsApp message isn't delivered. It's still one conversation.
- Each message shows an icon with the channel used.
- In the chat, a label marks the start of each evaluation (for example Start of 1st evaluation). The History tab on the right sums up applications, contacts and status changes.
- Candidate in several campaigns: the agent contacts them for one campaign at a time, in chronological order. Timing and cases are explained in How a candidate in several campaigns works.
- The agent remembers the candidate's answers for 60 days. It doesn't ask a question again if it's sure the candidate has already answered.
- The agent keeps the language the candidate is speaking.
Common issues
I see messages from another campaign in the same chat. Is it a mistake? No. The conversation is per person, not per campaign. Look at the thread to see which activity the message refers to.
The candidate is in several campaigns but was contacted for only one. That's normal: the agent works on one campaign at a time, in chronological order. The others start later, with the timing explained in How a candidate in several campaigns works.
The agent skipped a question. The agent skips a question only if it's sure the candidate has already answered.
The message arrived by SMS and not on WhatsApp. The system uses an alternative channel when the main one doesn't work. The icon on the message shows you the channel used.
Related articles
- Other actions you can take from the candidate's chatCopy the phone number, step in with a template, view the CV, copy the chat link or text, and refresh it.
- How to leave feedback on an agent conversationRate an agent conversation, positive or negative, or the individual generated messages, to point out what worked.
- How to step into a conversation manuallyTurn off the agent and write to the candidate yourself; if the chat has expired after 24 hours of inactivity, reopen it with a template.
- Manual or automatic interview invitation: what's the differenceWith Automatic invitations the agent invites the eligible candidate right away; with Manual, the interview manager first decides whether to invite them.
- How to search and filter conversations in the InboxSearch by name, filter by campaign, chat status and candidate status, and keep simulated chats separate.
- What the Inbox is and what you'll find in itThe Inbox collects your chats with candidates and interview managers from the campaigns you're part of, with status filters and simulated chats.
- Candidate statuses: what they mean and how to correct themList of candidate statuses, the rules the agent uses to update them, how to correct a wrong status or "Not interested", and why a candidate stays "To contact".
- How to read the candidate's evaluationThe Evaluation tab shows outcome, reasons, score, criteria and questions: it explains why the agent considered the candidate a fit or not.