Messages and Reports: Make Conversation ID available and redirect to the conversation when clicked
Jerry (CEO)
This way agents would have a way to refer to a specific conversation and manager would be able to check what happened to a specific conversation.
Adding Conversation ID to:
(1) the start and end of the conversation,
(2) on the Activity Tab, and
(3) on the Conversation List in the reporting module
Then make the Conversation ID clickable to redirect to the specific conversation.
S
Shi Hui
Merged in a post:
Go to specific conversation of a Contact
Viiky Ng
For example, Contact A chatted with an agent from 08.00 am to 10.00 am then chatted again with a different agent from 12.00 pm to 1.00pm in a conversation.
A Contact will be having multiple conversations. It would be good if we can search or go to the specific conversation so we do not need to scroll all the time (manually) to check the specific messages for an agent.
S
Sulthan Shidqi
dear respond team
for this you can make every chat have different url so when we click the conversation it will redirected to spesific chat session
J
Jagoanhosting Indonesia
yes we need it
so every chat has spesific ID will help to find or look archive chat
V
Viktor Nagornyy
Please make conversation ID available in the workflow as a variable.
Jerry (CEO)
Viktor Nagornyy: we are think of that on this request: https://respond.canny.io/admin/feedback/feature-request/p/introduce-system-variables-eg-currentdate?boards=feature-request&search=system
H
Hasan Niyaz
If you can add 'priority status and/or escalation status' on these would be good as well along with rule that can automate the status depending on the how long a conversation has been opened, unattended etc.
This will enable managers to ensure QoS of his team.