Track Messages to Lead/Case
Follow steps below to track conversation history to a lead/case:
1. Click on “Select” button on top of the chat dialog
2. Select the messages
3. Click on “Link to Lead / Link to Case” button to open “Link to Lead/Link to Case” dialog:
a. Select an existing lead/case or click on “New lead” or “New case” to create new lead or case record automatically.
b. Click on “Open Lead” or “Open Case” to open existing lead/case.
c. Click on Link to associate the messages to the lead the case.
d. “Continue to track new messages” when toggled will continue to track conversation until conversation ended.
4. After linking the message to the lead/case, user can click on the link below to open lead/case, and message will be displayed on lead/case timeline pane.
