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What you'll achieve
You can read public replies and continue an existing conversation from the Help Center.
Request a private link
The customer portal shows only public conversations associated with the requested email address. It never exposes internal notes, workspace settings or another customer's history.
Treat the link like a password: open it on a trusted device, do not forward it and request a new one when it expires.
Open the company's Help Center and select View conversations.
Enter the email address you used with support.
Open the private link sent to that address.
For privacy the request screen shows the same confirmation whether matching history exists or not. Each private link expires after 1 hour.
Continue a conversation
Choose a conversation from the list.
Review the public message history. Internal notes are never shown.
Enter your response under Continue this conversation and select Send reply.
Put this guide into practice
Open Setup Center to apply the instructions in your workspace. Sign in when prompted.