Understand the conversation
- Subject
- Keep the conversation tied to the subject it concerns.
- Recorded channel
- Retain the channel identity recorded for this conversation.
- Last activity
- Use the recorded activity time as a reference for follow-up.
UNIFY CUSTOMER CONVERSATIONS
Keep the conversation connected to the follow-up.
Bring the conversation’s subject and recorded activity together with the details your team needs to follow up: its queue, priority, and assigned person.
FROM THE QUESTION TO THE WORK
One conversation. Two things the team needs to understand.
The customer’s question gives the conversation a subject. The follow-up record gives the team a place to organize responsibility.
Example inquiry
Could you clarify the delivery details for my order?
Organize the follow-up
- Queue
- Keep the incoming work associated with its queue.
- Priority
- Retain the priority recorded for the work item.
- Assigned person
- Identify the staff member when the work is assigned.
Conversation details and follow-up responsibility describe different parts of the same work.
Give the next person a clear starting point.
A colleague picking up the follow-up needs to know what the conversation concerns and where the work stands. Keep the recorded context and assignment details clear, so the team has a reference for its next step.
The channels you use depend on the connections and configuration for your organization.
CONVERSATION FOLLOW-UP
Questions before you start?
A conversation can retain its subject, channel identity, and recorded activity. These details give the team context for the communication it is following.
An incoming work item relates to a conversation and a queue, with a recorded priority and work status. When it is assigned, it also identifies the staff member responsible.
No. Channel connections and their configuration need to be checked for your organization. Organizing conversation context is not the same as automatically connecting every external service.
No. Completing an incoming work item records the completion of that work. A service case or complaint has its own record and handling process.
Communication context describes the conversation and its recorded activity. Unified Inbox describes how incoming work is organized through queues, priority, and assignment. The two have different responsibilities.
Give customer conversations a clear place in the work.
Start with the context and follow-up details your team needs.
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