Tickets & Conversations

PeterC
Colaborador líder

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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?

 

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PeterC
Solución
Colaborador líder

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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.

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AriMargolis
Participante

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Sorry to dredge up an old topic, but I'm trying to do exactly what OP describes. Can someone tell me where to find this "disassociate contact" setting and how that works? Thanks!

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kvlschaefer
Administrador de la comunidad
Administrador de la comunidad

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Hi @AriMargolis,

 

Thanks for reaching out!

it's currently not possible to disassociate multiple contacts at once, this would have to be done manually at an object level. I would recommend upvoting this similar idea in our Ideas Forum. Our product team uses the Ideas Forum when considering building out new features and updates, and reads customer feedback there. 

 

Thank you!

 

Best,

Kristen


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jennysowyrda
Administrador de la comunidad
Administrador de la comunidad

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Hi @PeterC,

 

The closest you could get at the moment would be to cc new the contact into the conversation. Given the usecase you mentioned, I realize this workaround isn't ideal for what you are looking to accomplish. 

 

The option would be to cpy and paste the thread into a new email and email the contact from their contact record so that it becomes associated with the right contact. 

 

I do very much see the use case for what you are describing, so starting a thread in the ideas forum wouldn't do any harm!

 

Thanks,
Jenny

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PeterC
Solución
Colaborador líder

Reassign contact for a conversation

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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.

jennysowyrda
Administrador de la comunidad
Administrador de la comunidad

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Thanks for sharing your workaround @PeterC! If you create an idea and want to link it in this thread for others to find and upvote that would be great!

 

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PeterC
Colaborador líder

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Thanks Jenny.  Idea posted here.

PeterC
Colaborador líder

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Not sure when this snuck in, but it also solves the problem.

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