diff --git a/bin/docfast-support b/bin/docfast-support
index d10ec08..708fba0 100755
--- a/bin/docfast-support
+++ b/bin/docfast-support
@@ -96,8 +96,8 @@ async function cmdView(args) {
   console.log(`Status: ${c.status} | Customer: ${c.customer?.email || 'unknown'} | Created: ${c.createdAt}`);
   console.log('---');
 
-  // Get threads (messages)
-  const tRes = await apiRequest('GET', `/conversations/${id}/threads`);
+  // Get threads (messages) — must use embed=threads on conversation endpoint
+  const tRes = await apiRequest('GET', `/conversations/${id}?embed=threads`);
   if (tRes.status === 200) {
     const threads = tRes.data._embedded?.threads || [];
     for (const t of threads) {
@@ -165,13 +165,12 @@ async function cmdNeedsReply(args) {
     const assignee = c.assignee?.email || c.user?.email || '';
     if (assignee.toLowerCase() !== AI_AGENT_EMAIL.toLowerCase()) continue;
 
-    const tRes = await apiRequest('GET', `/conversations/${c.id}/threads`);
+    const tRes = await apiRequest('GET', `/conversations/${c.id}?embed=threads`);
     if (tRes.status !== 200) continue;
     const threads = (tRes.data._embedded?.threads || [])
-      .filter(t => t.type !== 'note') // ignore internal notes
-      .sort((a, b) => new Date(b.createdAt) - new Date(a.createdAt));
+      .filter(t => t.type !== 'note' && t.type !== 'lineitem') // ignore internal notes and line items
     if (threads.length === 0) continue;
-    const lastThread = threads[0];
+    const lastThread = threads[threads.length - 1]; // threads are in chronological order
     // type 'customer' = from customer, 'message' = from agent
     if (lastThread.type === 'customer') {
       needsReply.push(c);