Reassign contact for a conversationSOLVE
Sep 11, 2018 5:56 AM
If a conversation (email - not chat) comes in from contact X, but the reply needs to go to contact Y, how do we change the contact without losing the email thread?
An example came up today where a staff member who's on vacation forwarded a customer email to the Conversation Inbox, but I needed to reply to the original customer. I wanted to keep the email thread running, so the logical option was to change whom the conversation was associated with... but how?
Any ideas anyone - or is this destined for the Idear forums?
Solved! Go to Solution.
Sep 13, 2018 3:50 PM
Thanks for the feedback Jenny - it is frustrating. I'll create an idea as you suggest.
In case anyone else finds this thread, the workaround I found was to create a Service Ticket (which is now available to all users regardless of license-type), remove the contact and company, then associate the case with the correct contact.
From then on, you can handle the ticket and close the conversation. Again, far from ideal, but it works.