---
title: "How are Conversations separated in the Conversation Timeline?"
slug: "how-are-conversations-separated-in-the-conversation-timeline"
description: "The Conversation Timeline contains the entire history of every interaction with a Customer. A line visually separates Conversations (by Topic). Learn more."
updated: 2025-01-26T06:20:47Z
published: 2025-01-30T20:01:48Z
canonical: "help.gladly.com/how-are-conversations-separated-in-the-conversation-timeline"
---

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

# How are Conversations separated in the Conversation Timeline?

The Conversation Timeline contains the entire history of every interaction with a Customer. A line visually separates Conversations (by Topic) or new activities in the Conversation Timeline.

## Gray separation line

![Customer service conversation regarding order confirmation and exchange for a dress.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Conversation_Lines.webp)

These lines [separate different Conversations with a Customer by Topic](https://help.gladly.com/docs/how-are-conversations-separated-in-the-conversation-timeline). It also includes every [Contact](https://help.gladly.com/docs/key-concepts#contacts) for that Conversation.

Using the image above as an example, Michelle Smith (Agent), on May 12, 2020, had a Conversation with Julie (Customer) about a New Order (Topic). The Conversation includes a phone call from Julie, a Task created by Michelle, an email sent to Julie to confirm the order, and an email reply from Julie.

## Green separation line

Anyone viewing a Customer Profile would see the green **New Activity** line if another Agent had recently created an update (e.g., sent an email) less than 10 minutes ago.

![New activity notification for Gerard Urbano regarding customer email follow-up task.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/new-activity-line-conversation20timeline.webp)

For example, suppose your colleague, Melissa, emailed the Customer at 9 AM. If you happen to view the same Customer Profile at 9:06 AM (six minutes since the last update but less than 10 minutes ago), then the New Activity line appears to place focus on the most recent activity for informational purposes.