Keep customer communication connected to the records that your team uses to complete the work.
Understand the customer connection
Start the conversation with With customer selected.
Select the customer and, for a business, the contact person.
Create the conversation.
The selected customer becomes the conversation's customer context. It cannot be replaced with another customer from the Communication Center. The context panel shows the customer, contact details, profile shortcut, and available work.
Create work from a conversation
Open a customer conversation.
Under Quick actions, select New inquiry, Quote, New job, or Order.
Complete the selected creation workflow.
Between preselects the conversation's customer. The new record is connected to the conversation when it is created. Opening and closing a creation form without completing it does not create a link.
Start or continue a conversation from work
Customer communication can also appear inside a lead, quote, job, or order. Write a message in Customer Chat to use the customer's latest conversation. If no conversation exists, sending the first message creates one and records the lead, quote, job, or order as its origin.
An order conversation becomes available after the order is confirmed and has a customer.
Open related work
Open a customer conversation in Communication.
Review Active work for available recent or upcoming records.
Select a record to inspect it.
Use Open full page when you need the complete record.
Active work can include the last or next job, the latest order or inquiry, the last sent quote, and the last sent invoice. Core does not currently provide a generic button for attaching any existing record manually.