Conversation history personalisation token

HubSpot Ideas

Status: Idea Submitted

1

Hi team,

Raising up this idea for users trying to manage reminder emails sent through ticket workflows. Currently we have chat transcripts for conversations started out from chats as seen here. However, there is no way to manage this for email based conversations.

Having a ticket specific personalisation token that allows the conversation history to be brought in would be a great addition to be able to manage tickets/conversations better.

The primary use case here would be to send reminder emails through a workflow’s marketing email which includes the conversation history for easy reference. This could be useful for autoamted emails when a ticket is closed which sends out a summary of the conversation.

2

Thanks Antonin - this is an absolutely vitial feature when trying to build ‘penidng customer reply’ workflows on service tickets.

If the customer is unable to see the last comments or the converation history/thread in the workflow email, they are unable to effectively respond to your reminder for them to reply.

Because we’re currently unable to factor this into a ‘pending response’ workflow, we are instead manually managing this process, which is ineffecient and to the detrement of the customer experience with our help desk.