{"id":4074,"date":"2019-11-16T11:05:37","date_gmt":"2019-11-16T11:05:37","guid":{"rendered":"https:\/\/staging.txtbox.in\/docs\/salesforce\/?post_type=lsvr_kba&#038;p=4074"},"modified":"2020-04-24T05:19:55","modified_gmt":"2020-04-24T05:19:55","slug":"view-conversations-in-message-flows","status":"publish","type":"lsvr_kba","link":"https:\/\/staging.txtbox.in\/docs\/salesforce\/knowledge-base\/view-conversations-in-message-flows\/","title":{"rendered":"View Conversation Threads in Converse Desk"},"content":{"rendered":"\n<p>You can view individual conversation threads and perform multiple actions on them thus ensuring better customer engagement. The&nbsp;Converse Desk&nbsp;helps you view individual messages in the following ways:<\/p>\n<ul><li><strong>Message Reply Panel<\/strong>\u00a0\u2013 You can view individual conversations in a separate message reply panel that provides the entire conversation trail. The reply panel is a convenient way of viewing conversation details and performing basic tasks by remaining on the same page.<\/li><li><strong>Conversation Details<\/strong>\u00a0\u2013 The\u00a0Conversation Detail View\u00a0consists of two panels:<ul><li>The\u00a0Conversation\u00a0thread panel in the center<\/li><li>The message composer at the bottom.\u00a0<\/li><\/ul><\/li>Related Conversations, if any, will appear on the right when selected. You can pin multiple conversation detail views in this manner and easily switch between the different views.<\/ul>\n<h3>View Message in Reply Panel<\/h3>\n<ol>\n<li><span>Search\u00a0<\/span><span>Conversations<\/span><span>\u00a0using Global or Conversation Filters. The conversation message list appears.<\/span><\/li>\n<li>Click the contact name of the conversation recipient. The conversation reply panel appears on the right hand side of the screen.<\/li><br>\n<p><img decoding=\"async\" src=\"\/docs\/salesforce\/wp-content\/uploads\/sites\/2\/2019\/08\/view-in-reply-panel-1.59-1.jpg\" \/><p>\n\n<div class=\"c-alert-message\">Click <img decoding=\"async\" src=\"\/docs\/salesforce\/wp-content\/uploads\/sites\/2\/2019\/08\/icondnarrow01.jpg\" \/> next to the contact name and then click Show All Messages Sent\/Received, To\/From from the drop-down menu that appears. The reply pane will display all the relevant messages belonging to the selected contact. You can click Reset to revert to the default view.<\/div>\n<ol>\n<\/li>\n<\/ol>\n\n\n\n<p>3. Click the icons on the top right of the reply panel to perform the following tasks:<\/p>\n\n\n\n<table class=\"wp-block-table is-style-stripes\">\n\t<tbody>\n\t\t<tr>\n\t\t\t<td>Icon<\/td>\n\t\t\t<td>Description<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td>\n\t\t\t\t<img loading=\"lazy\" decoding=\"async\" src=\"\/docs\/salesforce\/wp-content\/uploads\/sites\/2\/2019\/08\/icon-2.png\" width=\"27\" height=\"19\" style=\"margin:0 auto 0 auto;width:27px;height:19px;border:none\">\n\t\t\t<\/td>\n\t\t\t<td>Click to get a detailed view of a conversation.<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td>\n\t\t\t\t<img loading=\"lazy\" decoding=\"async\" src=\"\/docs\/salesforce\/wp-content\/uploads\/sites\/2\/2019\/08\/icon-3.jpg\" width=\"22\" height=\"28\" style=\"margin:0 auto 0 auto;width:22px;height:28px;border:none\">\n\t\t\t<\/td>\n\t\t\t<td>\n\t\t\t\t<br>Click to do the following:\n\t\t\t\t<br>\n\t\t\t\t<ul>\n\t\t\t\t\t<li>Assign a conversation to another user. For more details, refer to the section on Assign Conversations.<\/li>\n\t\t\t\t\t<li>View related conversations<\/li>\n\t\t\t\t\t<li>Close a conversation<\/li>\n\t\t\t\t<\/ul>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td>\n\t\t\t\t<img loading=\"lazy\" decoding=\"async\" src=\"\/docs\/salesforce\/wp-content\/uploads\/sites\/2\/2019\/08\/icon-4.jpg\" width=\"45\" height=\"40\" style=\"margin:0 auto 0 auto;width:45px;height:40px;border:none\">\n\t\t\t<\/td>\n\t\t\t<td>Click to execute CRM actions on a record. You can do the following:\n<ul>\n\t\t\t\t<li>View contacts<\/li>\n\t\t\t\t<li>Edit Contacts<\/li>\n\t\t\t\t<li>Create new task<\/li>\n\t\t\t\t<li>Create an opportunity<\/li>\n\t\t\t\t<li>Create an event<\/li>\n\t\t\t\t<li>Create a Case<\/li>\n<\/ul>\n<div class=\"c-alert-message\">\nCRM Actions that are made available to you may vary depending on your organizational requirements and the configurations made by your Administrator.\n<\/div>\n<\/td>\n\t\t<\/tr>\n\t<\/tbody>\n<\/table>\n","protected":false},"excerpt":{"rendered":"<p>You can view individual conversation threads and perform multiple actions on them thus ensuring better customer engagement. The&nbsp;Converse Desk&nbsp;helps you view individual messages in the following ways: Message Reply Panel\u00a0\u2013 You can view individual conversations in a separate message reply panel that provides the entire conversation trail. The reply panel is a convenient way of [&hellip;]<\/p>\n","protected":false},"author":8,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"lsvr_kba_cat":[72],"lsvr_kba_tag":[59],"class_list":["post-4074","lsvr_kba","type-lsvr_kba","status-publish","format-standard","hentry","lsvr_kba_cat-222converse_desk159","lsvr_kba_tag-converse-1-59-user"],"_links":{"self":[{"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba\/4074","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba"}],"about":[{"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/types\/lsvr_kba"}],"author":[{"embeddable":true,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/comments?post=4074"}],"version-history":[{"count":8,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba\/4074\/revisions"}],"predecessor-version":[{"id":4338,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba\/4074\/revisions\/4338"}],"wp:attachment":[{"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/media?parent=4074"}],"wp:term":[{"taxonomy":"lsvr_kba_cat","embeddable":true,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba_cat?post=4074"},{"taxonomy":"lsvr_kba_tag","embeddable":true,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba_tag?post=4074"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}