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Automatically linking the conversations by key words in subject

  • 27 June 2024
  • 1 reply
  • 39 views

Looking for all possible methods of linking the conversations if we need to link the conversations if only one word in the subjects matches.

Example:

Conversation#1

Subject: Load Number <T001945718> of Customer <Test customer1> booked with DNU Carrier <Test carrier2>

Conversation#2 (arrived after Conversation#1)

Subject: Load Number <T001945718> of Customer <Customer test2> booked with DNU Carrier <Carrier test2>

The load number matched on both conversations and it is a unique number.

So when Conversation#2 is arrived we need Front to recognize that we have other conversations in the same inbox with the same Load Number and link these conversations.

At this time we are not able to use the Dynamic Objects that can link to externally-stored information.

1 reply

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Hi vyanko,

 

Thanks for writing into Front’s community with this request. Linking conversations is not possible using rules at the moment. 

 

One potential workaround would be to create a rule which adds a tag to the conversation based on the order number. You can then use the tag to view conversations with the same order number. 

 

Here’s how you can leverage dynamic variables in rules to create this tagging workflow. 

This rule will look to identify your order number format in the subject line of a message, if it’s present, it will then add the tag to the conversation. Users can then view other conversations tagged with the specific order number tag by leveraging the option above.

 

Does this seem like it would work for you?

 

Please let me know if you have any other thoughts or questions regarding this topic.

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