How to save conversation history when a chat is "dealt with"

[Joop]

Hi, when a chat conversation is marked as "dealt with", new replies will enter the chat as a new conversation without the previous conversation history. In many cases the history is necessary to provide an answer. When we archive a conversation, the history is saved but future replies wont reach the rest of the team. How can we keep the conversation history saved when a conversation is dealt with?

 

[SweetAction]

You could just never "take/assign" a conversation and then never have to mark it as dealt with an the entire group will be able to see the replies and history.

 

[Joop]

Hi! Thanks for your reply. I wasn't aware that chat ownerships is a setting that can be managed in the call queue preferences. So in our case we had the auto-assign option switched on.

One more question though. How do we keep the inbox organised if nobody assigns the chats? When archiving an unassigned chat, it remails in the inbox for all other agents.

Regards,
Joop

 

[SweetAction]

I have no answer for you about accomplishing your goal of retaining history, organizing the inbox, and having the archive one 1 agent affect other agents. I don't know of a way to do this in 3CX natively.

 

[Evolute IT]

In U6, you should see the interaction history in the information panel, this will give you quick access between current and past conversations.