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Follow-up conversations

Follow-up conversations can be created only out of archived conversations. The purpose of follow-up conversations is to continue discussions about conversations that have been permanently closed and archived.

A follow-up conversation will be created in the following cases:
  • When a customer replies to an archived conversations, this will automatically create follow-up conversations.
  • When you manually create a follow-up conversation from an archived one.
When a follow-up conversation is created, either automatically or manually, the archived conversation links to the follow-up one, and vice-versa, so you can view all your history in one place.

Creating a Follow-up conversation

You can create follow-up conversation only for archived ones.

To create a follow-up conversation:

  1. Open the archived conversation.
  2. From the More menu or from the link at the bottom of the conversation, click Create a new follow-up conversation.
    Create a follow-up conversation
  3. You can edit the Subject of the new conversation. We recommend that you leave it as-is.
  4. Edit the Description for the new conversation.
  5. Click Create.
  6. The conversation will be sent to the original recipients of the archived conversation.
  7. At banner at the top that says: This is a follow-up conversation. Go to source conversation), you can click Go to source conversation to reach the original conversation.
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