This article refers to functionality available to agents using LeadDesk version 25.34 or higher.
The first change that you will notice in your interface is likely the update to the history for an individual contact.
Previously, the contact's History tab showed a list of all interactions with the customer ordered entirely by date and time. This allowed agents a quick view of all recent interactions in one place, but could quickly become difficult to find anything in, especially if the customer had been in contact several times about different topics in a short space of time.
The new History page organises past interactions into conversations, showing a table of those conversations with useful information about each.
For each Conversation table shows the following information:
- 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.
To view the messages in a conversation, to send replies and manage categories for individual messages, click the conversation name to open that conversation.
For information about the new options in the conversation view see the article The new conversation view.