Ever wanted to stay in the loop of a conversation, without being an active participant? With the Follow Conversation feature, you can. If you choose to follow a conversation, you will receive a notification for all the conversation updates.

How do I follow a conversation?

Firstly you will need to open the conversation you would like to follow.

On the conversation, you will need to select the More Actions [...] button on the top of the conversation menu. In the drop down, you will see the "Follow conversation" menu item.

Once you click on the "Follow conversation" button, you'll receive a confirmation message in the left bottom corner stating that you are now following the conversation.

That's it! You will now start receiving notifications for the conversation.

Here is where you'll find it:


How do I unfollow a conversation?

Unfollowing a conversation is easy.

Head on over to the conversation that you would like to stop following, select the More Actions button on the top of the conversation menu. In the drop down, you will see the "Unfollow Conversation" menu item.

When selecting the "Unfollow conversation" button, you'll receive a confirmation message in the left bottom corner stating that the conversation is now unfollowed.

Here is where you'll find it:

 

What notifications will I receive?

When following a conversation, you will receive a email notification when:

  • The customer has replied
  • An agent replied
  • A note was added
  • The conversation state changed (Opened / Closed / Snoozed)


Advanced: Create a folder with all followed conversations.

Note: This requires admin access.

If you would like to keep tabs of all your (or another agents) followed conversations in the Inbox, you can create a folder to display all these conversations.

To set this up, you'll need to create a folder as usual by going to "Settings -> Conversations -> Folders -> Add new folders".

To only show your followed conversations, you will need to setup a folder condition in the "Includes" section. In the "Select a condition" drop down, you can select "Following agents" and then the agents you either want to include (or exclude).

Eg: If you wanted to only show Followed conversations for the logged in agent, your condition would look like:

  • "Following Agents" - "Contains" - "Current user"


Advanced: Automatically Follow a conversation with Rules

Note: This requires admin access.

Sometimes you'd like to have a conversation automatically followed (yourself, or another agent) based off subject, a particular sender, or a myriad of other conditions.

We have extended our Rule functionality to include an Action that will allow you to follow a conversation based off your Rules condition(s).

To set this up, create a Rule as you normally would by going to "Setting -> Conversations -> Rules -> Add new Rule".

Set your Rule name and condition which you would like to set to automatically follow the conversation and add the Action "Following Agents" and whomever you'd like to follow the conversation.