How do I move conversations to a different contact?

Selecting the conversation. Setting another contact. Further messages.

Sometimes you may need to move entire conversations to a different contact, for example if an email arrives from a third party that is relevant to an existing contact.

Note that you can only move entire conversations to a new contact, not individual events.

Selecting the conversation

You can only move the active conversation.

1. Make sure that the conversation you want to move is selected in the Active list on the left.

Setting another contact

With the correct conversation active:

1. Click the Contact tab on the right hand side.
2. Click the Edit drop-down menu.
3. Click to select Set another contact.

Searching for the contact

In the Contact search dialog:

1. Type your search clue. If possible, search for information likely to have fewer matches. Email address and phone number are more likely to be unique than the name.
2. Click the magnifying glass button. 

The contacts which match your search will be shown.

1. Select the best match.
2. You will see more details for the contact. Check you have the correct contact, and if you do, click the Continue button.

The contact information for the conversation are changed to the new contact, and the conversation will be added to that contact's history table.

Further messages

In the above example, we have take a conversation that originated from Rob Davenport's email and set it to Rob Jones's contact information.

When a new message from Davenport arrives:

• If the conversation created when you set contact has no outcome, the new email will also be added to the Jones conversation. The messages will have a yellow background, because they have originated from an email address not in Jones's contact card.
• If that conversation has an outcome assigned, further messages from Davenport will create new conversations for Davenport.

This means that: