Your Administrator can select to use one of two different views for a contact’s history.
- In conversation view, described below, the history will show a table of conversations. Select a conversation, and you will be able to see a timeline of events relating to that conversation.
- In linear view, described here, you can see all of the contact’s history in a single timeline. You can scroll through the list to find any previous events, regardless of the conversation they relate to.
Both versions can be useful, depending on the type of interactions you have with your contacts.
Conversation view layout
When you accept an offered call or message it will be added to your Active list. By default the tab showing the history of the active conversation will be selected.
Viewing the conversations history
If you want to see a list of all conversations with the contact:
- Click the History tab.
Each conversation includes all messages, calls, and notes relating to the same topic. The History view for a contact will show you a table of all conversations with a contact.
For each Conversation the 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.
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.
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
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.
Moving messages between conversations
Sometimes you may need to move messages between conversations.
- Select the message you want to move by clicking on the message type icon. You can select multiple messages if needed.
At the bottom of the window, you will see the number of messages you have selected, and a Move to button.
- Click the Move to button.
- Click to select the conversation you wish to move these messages to. Alternatively, click the New conversation link to create a new conversation using these messages.
The selected messages will be moved to the selected conversation. This creates a new conversation if requested.