See everything said with a customer in one place

A contact's or a company's Conversation puts every email, chat, call, voicemail and meeting with them in one list, newest first. You can answer from it in the channel the customer used, and give the conversation to a teammate.

Open the conversation

On a contact or a company, choose Conversation beside History. You'll see:

• Replies on their cases, each with a link to its case. A live chat is its own case, marked Chat.
• Email sent to them: one-to-one email, marketing email, and mail logged from a member's own mailbox.
• Calls and voicemails, with the recording and its transcript where your role lets you listen.
• Meetings from a member's calendar, and meeting notes.

History still holds everything else: notes for the team, tasks and changes to the record.

Filter and search

Choose Email, Chat, Calls or Meetings to see only those. Choose All to see every channel again. Type two characters or more in Search the conversation to find a word in a message, a subject or a meeting's title.

If something seems to be missing

You see what your role lets you see. When part of the conversation may be out of your reach, a line under the filters says which part, for example replies on cases you can't see. ContactRoll never counts or names what you can't see.

Reply where they wrote

• A case's reply, choose Reply. It goes by email, from the case's support address. Saved replies are there too.
• A live chat, choose Reply in the chat. If the visitor is still in the chat, your reply appears there. If they've left, it goes by email.
• An email that isn't on a case, choose Reply by email to open the email composer.
• A call, choose Call back to open the call tab.

Assign and snooze a conversation

On a contact, under Conversation, choose who it's assigned to. You can only choose a teammate who can see the person. Snooze it until later today, tomorrow or next week. When the customer writes again, the snooze ends.

The shared Conversations queue

Some teams want one list of new conversations that nobody has taken yet. An Owner or Administrator can switch it on: open Cases, choose Conversations, and tick Use a shared Conversations queue for this organization. The queue lists people who wrote last and whose conversation isn't assigned or snoozed, longest waiting first. Choose Take it to make one yours. The queue is off until someone switches it on.