How do I move events between conversations for the same contact?

What can you move? Select events. Choose conversation. New conversation.

Sometimes it can be useful to split conversations, for example when the contact asks a new unrelated question. Other times you might have multiple conversations in progress with a contact, and they ask a question in reply to one of the conversations which would be better to include in a different one.

What can you move?

You can only move events in a current open conversation. If the conversation has an outcome assigned, you cannot move any of the events in it.

As long as the conversation is active you can move:

• Message events for email and SMS.
• Webchats (you cannot move individual messages within a webchat, however)
• Calls.

You cannot move:

•  Notes.
• Conversations. You cannot move entire conversations, but you can assign the active conversation to a different contact. See the article How do I move a conversation to a different contact?

Empty conversations

In some cases you may find that you need to move every event from a conversation. When that happens, you will have an empty conversation. At this time, empty conversations cannot be removed.

Consider adding a note to the conversation to explain why it is empty.

Select events

To move one or more message, from the contact's History tab:

1. Click to select the conversation which contains the messages you want to move.
2. Click the circle next to the messages you want to select (the small circle with the icon for the message type).
3. You can select multiple messages if appropriate. Each selected message shows a tick in the circle.

At the bottom of the screen, you will see how many messages are selected. In the above, there are two messages selected.

Choose target conversation

To move the selected messages:

1. Click the Move to button at the bottom of the screen.
2. Click to select the conversation to move the selected events to. 
3. Alternatively, click to select New conversation to move the selected message to a new conversation.

The selected events will be moved to the selected conversation.

Creating a new conversation

If you select to move the events to a new conversation, a new conversation will be created for that contact, and the events will be included in it.

• The new conversation may not automatically inherit the queue from the old conversation. You will need to select a queue before you can add categories or outcomes.

• The new conversation created by moving an email event does not automatically have its subject line in the conversation name.
• When working on two active conversations for the same contact, be careful to select the correct conversation when creating new replies or notes.