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How to manage contacts in Connect and tell them apart from conversations

Understand when you are viewing a person versus a message thread, and keep them linked correctly.

Organize agents by function so your team can handle conversations more clearly.

Organize answers and reference material so the assistant can use clear, helpful information.

Choose the right channel, decide who will handle messages, and verify conversations reach the right team.

Find a chat by person, channel, or agent and review its messages and recorded events.

Validate its answers and decide when it should act, request details, or hand off support.

Review enabled channels in one place, understand each conversation, and reply with context.

Find conversations by period, channel, agent, or category and review the messages that explain each case.