Conversation context
- Subject
- The matter the conversation is about
- Recorded channel
- The channel identity associated with the conversation
UNIFIED COMMUNICATIONS
Keep the context behind every conversation.
Connect a conversation with its subject, channel, and recorded activity, so the communication has a clear context within your business.
Conversation context and recorded activity
A conversation has context. Its activity has a record.
The conversation gives each communication its subject and channel context. Activity records describe the work or event that belongs with it.
A recorded start
An activity record can keep when it occurred and the source associated with that activity.
Later activity
When a bounded work record has more activity, its recorded activity details can be updated.
Closing a work record, where it applies
A bounded work record can keep a recorded close time. That does not by itself close the whole conversation or a related customer case.
Some records represent individual events, so this is not one required path for every communication.
A focused part of customer work
Conversation context has its own role.
Unified Communications focuses on the conversation and its recorded activity. Related records keep their own purpose, so these links help explain the surrounding work rather than promise an automatic connection between every record.
Unified Communications FAQ
Unified Communications questions
Practical answers about conversation context and its recorded activity.
Unified Communications focuses on the conversation, its subject, channel, and recorded activity. Unified Inbox focuses on organizing incoming work, its queue, and follow-up responsibility.
A conversation can carry its subject, channel identity, title where relevant, and latest activity alongside its business context.
It can describe an event or a bounded work record connected to a conversation, including its source, title, occurred time, and activity details where applicable.
No. Closing a bounded activity record does not by itself close the whole conversation or resolve a separate customer case.
Scope depends on the communication connections and settings relevant to an organization. This page does not claim a fixed provider list or every channel.
Clearer communication context
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