Creating or Connecting Cases from Chat Conversations

Cases can be based on chat conversations, allowing Agents to follow up on pending requests made via chat. 

To learn how to manually create a case from a chat conversation, follow these steps:

  1. Go to the Case tab on an active chat conversation [1].
  2. Click on the plus sign [2].

  1. Fill in all the relevant information.
  2. Click Save [3].

  1. If, instead, you want to connect the conversation to an existing case, select the case under “Case history” in the Case tab and click Connect [4]. A pop-up will confirm that the action was successful.

Note: If you select a Resolved case, that case will be reopened. 

  1. To disconnect the conversation from the case, click Disconnect [5]. A message will confirm the action was successful. 
  2. You can click the clock symbol [6] to view a history of the contact’s cases.
  3. You can also click the navigation symbol [7] next to the case ID to open the case in Talkdesk Cases.

For more information about Talkdesk Cases, you can read our documentation.

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