In the new version of Omni the contact's History page displays a table of conversations. The agent can select a different conversation from the table and see all of the calls and messages relating to that conversation. In original Omni, the contact's History would show a list of all interactions with the contact in a chronological list.
Both approaches are useful. The conversational history lets agents focus on the most relevant discussions, but some clients may still want the bigger picture granted by the old history.
Introduced in LeadDesk release 25.36, the new linear view lets agents take both perspectives, giving them the complete history in one tab, but with the option of looking at individual conversations when that would be useful.
- Linear view can be switched on by Admins, though note that using linear view means that agents will not be able to apply categories to messages.
Linear view layout
When you accept an offered call or message it will be added to your Active list as normal. By default the tab showing the history of the current conversation will be selected.
To the right of the conversation history, underneath the contact details, you will see a list of all of the conversations with this contact.
Viewing other conversations
To select a different conversation to view its history:
- Click to select the conversation you wish to view from the Conversations list on the right.
You can select multiple other conversations to view them, each one will open a new tab.
| Note: While you can have multiple conversation tabs open to view them, the conversation which is active does not change. It will always be the conversation in your Active list. Clicking the Reply button will add the reply to the tab for the active conversation, even if you clicked it while on a different tab. |
Renaming conversations
You can rename a conversation. To do so:
- Click to select the conversation from the Conversations list on the right hand side.
- Double-click on the tab heading for that conversation.
- Type the new name in the Name field.
- Click the Save button.
Moving messages to other conversations
As with Omni's conversation view, you can move messages or calls from one conversation to another in the linear view.
- 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.
Viewing the complete history
If instead of looking at the history of an individual conversation, you want to see the history of all interactions with a contact, regardless of the conversation
- Click the History tab.
Categories and linear view
If your Admin has enabled linear view, you will not be able to record categories for your calls, messages, or conversations.