Use Communication to keep customer messages in one place and link conversations to the relevant work.
Find a conversation
Open Communication from the left navigation.
Keep Customer chats selected.
Use All, Mine, or Unread to choose which conversations appear.
Search by customer or conversation information in the inbox search field.
Use the filter icon to limit the list by tags when needed.
Select a conversation to open its messages and customer context.
The selected conversation shows its message timeline, participants, tags, linked work, and customer information.
Reply to a customer
Open the customer conversation.
Write the reply in the message field.
Choose whether to notify the customer by Email or SMS. A channel is unavailable when the selected recipient does not have valid contact information for it.
Select Send.
The reply is saved in the conversation. Notification and read-status indicators appear with outgoing customer messages when that information is available.
Start a new customer conversation
Select New thread in the inbox.
Keep the customer mode selected.
Select the customer.
For a business customer, select the contact person who should receive the conversation.
Write the first message.
Choose whether to notify the customer by email or SMS.
Select Create.
Between creates the conversation and opens it in the communication center.
Search inside a conversation
Open the conversation.
Enter text in Search in conversation.
Use the up and down arrows to move between matching messages.
Clear the search field to show the complete timeline again.