Edit conversation

Use this screen to review, change, or delete a conversation. Before saving, confirm the change will not affect other system flows.

Use this screen to review, change, or delete a conversation. Before saving, confirm the change will not affect other system flows.

When to use

Use this screen to review, change, or delete a conversation. Before saving, confirm the change will not affect other system flows.

How to edit conversation

  1. Open the item from the list, search, or detail link.
  2. Review the current data before changing it.
  3. Update only the fields that need changes.
  4. Save and confirm that the update looks correct.

How to delete conversation

When a delete action is available, use it only after confirming the item is no longer needed. The system may ask for confirmation before removing the record.

Important fields

  • Contact: Fill it according to the screen context and review it before saving.
  • Channel: Choose the source or service channel.
  • Queue: Choose the queue responsible for receiving, routing, or filtering work.
  • Owner: Fill it according to the screen context and review it before saving.
  • Status: Select the current state or use the field to filter results.
  • Period: Fill it according to the screen context and review it before saving.

Available actions

  • Save: save the information entered.
  • Delete: remove the selected item, usually after confirmation.
  • Go back: return to the previous screen without continuing the edit.