Introduction
Merging conversations is a critical feature in Richpanel that allows support agents to streamline communication by combining related customer interactions into a single thread. This process not only simplifies the agent's workflow but also ensures that customer service is delivered efficiently, with all relevant information contained within a single conversation.
Prerequisites
Steps to Merge Conversations
Step 1: Navigate to the Inbox
Begin by logging into your Richpanel account. From the home dashboard, access the Inbox where all customer conversations are listed.
Step 2: Select the Primary Conversation
Identify the primary conversation to which you want to merge another conversation. The primary conversation will remain active, and the secondary conversation’s messages will be merged into it.
Step 3: Open Conversation Actions
Within the primary conversation, locate the Conversation Actions Header. This area contains various actions you can perform on the current conversation, such as adding tags, blacklisting, or closing the conversation.
Step 4: Choose Merge Option
Look for the merge option in the Conversation Actions Header. This option allows you to initiate the process of merging another conversation into the current one.
Step 5: Select the Secondary Conversation
After choosing to merge, you will be prompted to select the secondary conversation. This is the conversation that will be merged into the primary conversation and will no longer exist independently after the merge.
Step 6: Confirm the Merge
Once you have selected the secondary conversation, confirm the action. The system may ask for confirmation to ensure the correct conversations are being merged.
Step 7: Review the Merged Conversation
After the merge is complete, review the primary conversation to ensure all messages from the secondary conversation have been correctly incorporated. The conversation thread should now contain a continuous flow of messages from both original conversations.
Conclusion
Merging conversations in Richpanel helps maintain organized and efficient communication channels between support agents and customers. By following the steps outlined above, agents can ensure that related customer interactions are handled within a single conversation thread, improving the overall support experience.
On this page