7.2.1. Desktop Conversation Actions

On your conversation you will have multiple action items to change the behaviour or control your conversation.

Configure Numbers

Clicking the Configure Numbers button will allow you to change the Number in which you are sending your messages to.

This will display a modal window where you can select a different Phone Number pulled from the related Salesforce records on the conversation.

You can make your selection from the dropdown and then press Save. The same rule applies that the number must be from the same country code as the number you are sending from.

Reassign Record

Clicking the Reassign Record button will allow you to manage the records currently assigned to your conversation. You can have as many Salesforce records as you would like assigned to your conversation but only one primary record.

You can search for any Contacts/Leads/Accounts that you wish to assign to this conversation using the Search window, simply search and then select the Record you wish to add.

The record will then be displayed below in the Related records section, you have various options here for what functionality you can do.

You can mark a record as Primary by clicking the Mark as Primary button. 

Marking a record as Primary will influence a few aspects of the conversation, to begin with the name of the conversation will be set to the name of the primary record. As well as when creating a Wrap-Up the default record will be the Primary.

If a conversation is already primary it will display at the top and the Primary button will be blue.

You can remove records from the conversation by pressing the delete button, you will also need to confirm this by clicking the confirm link underneath your record.