A single customer request often generates several action items that could be spread across different threads for different teams or external parties. This makes it difficult to track all open items and trace back to the original conversation.
With linked conversations, you can now associate new conversations with an existing thread, so your team can easily keep track of follow-up actions related to the initial conversation and assign clear ownership.
Here are a couple of examples of linked conversations use cases:
Logistics service provider: A customer lets you know the details of their scheduled shipment are changing. You can create linked conversations to keep track of the related follow-ups including carrier communication, requoting, and rescheduling.
Travel agency: A customer wants to add an additional stop to their vacation. Your team can use linked conversations to send separate messages about a new flight, hotel, and rental car that are still associated with the original customer request.
Just click the 3-dot dropdown menu from any message to create a linked conversation.
To learn more about linked conversations:
- Join the upcoming AMA for linked conversations to get your questions answered
- Watch this quick demo video
- Read this help center article