Move a conversation

Last Update: Oct 2024 Est. Read Time:
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Sometimes, you may discover that a conversation should be on different customer's timeline than the one it's on. If you find yourself in this situation, you can quickly move it. Moving a conversation will bring everything in it (messages, notes, @mentions, etc).

Note: If this is ever done by mistake, you can move the conversation right back to the original customer’s timeline. Original timestamps will remain unchanged.

To move an existing conversation to another customer's timeline:

  1. Open the conversation, select Conversation Options , and then select Move Conversation. 

    Note: You cannot move chat or WhatsApp conversations.

  2. Enter the name of the customer you’d like to move this conversation to and click Continue.
  3. Select Confirm Move to finish moving the conversation to another customer's timeline.

The conversation now appears in the customer's timeline in the correct chronological order.