This article refers to functionality available to agents using LeadDesk version 25.34 or higher.
The conversation view will show you all messages and calls relating to the same topic, the same conversation. The History view for a contact will show you a table of all conversations with a contact.
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.
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.