Viewing a conversation. Queue selection. Third party messages. Replying to conversations.
The History view for a contact will show you a table of all conversations with a contact.
For each Conversation you will see:
- If the conversation originated with an email, you will see the subject of that email. Otherwise it will show only an ID number for that conversation.
- After the subject, you will see the outcome. In the above example, you can see the printing problem is still In progress, which the customer's previous Invoicing problem resulted in a Deal.
- The Source column shows the type of event, in the above, both conversations are emails.
- The Queue, Created, Updated and Agent columns all show useful information about that conversation which will help find the conversation you are looking for.
- The Notes column will show the content of the note added to conversation, if any. If there are too many notes, or particularly long notes, they will not display in the table in their entirety. Instead if you hover your mouse pointer over the Notes, you will see a small tool tip preview.
- The Categories column shows which categories were selected either for the conversation or individual events within the conversation.
Viewing a conversation
To see the messages or calls involved in a conversation, in the contact's History:
- Click the name of the conversation to open it.
The conversation will open in a new tab next to the History.
- Note that you can have multiple conversation tabs open at the same time. To move to between different conversations click the tab for the conversation you wish to view.
- To close a conversation tab, click the X to the right of its name. Note that doing so does not end the conversation, or select its outcome.
Queue selection
Within a conversation, you can select the default queue for it to use. Several settings that can affect the conversation are based on queue settings, most obviously the categories available. Selecting the correct queue will ensure you have the correct categories available.
To change (or select) a queue for this conversation:
- Click the pen icon
next to the current queue selection.
- In the Change queue dialog, click the Queue drop-down list to select the correct queue.
- Click the Change queue button.
Third party messages
In the course of the conversation, it may be necessary to involve people other than the contact. Any messages received into the conversation that are not from the contact (or another agent) are displayed with a yellow background.
Replying to conversations
Once you are inside a conversation, it behaves much like the old History. You can send replies in the normal way, switching between channels as needed.
To reply to an email:
- Click the Reply button.
- Alternatively, to forward an email or reply to all recipients, click the
and select Forward or Reply all.
The From address for an email you send is normally set by the project you are working on. If you have access to several projects with different sender addresses:
- Click the + next to From
- Click to select the appropriate email address to send from.
