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Create a manual conversation

Manual conversations let agents record customer work that starts from a call, meeting, internal request, or another source outside automatic channel ingestion.

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Prerequisites

• Your role can create conversations.
• The customer exists as a contact, or you can create the contact first.
• The tenant allows another active conversation for the contact under its conversation mode.

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Create from Conversations

1. Open Conversations.
2. Select New conversation.
3. Choose the contact.
4. Enter a clear subject.
5. Add a concise summary.
6. Set status, priority, assignee, and category.
7. Create the conversation.

CXP opens the new conversation in the Conversations workspace after creation.

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Create from Contact 360

1. Open the contact.
2. Select New conversation.
3. Confirm the contact and organization.
4. Complete the conversation details.
5. Create the conversation.

Use Contact 360 when you need customer profile or history context before starting the new thread.

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Good manual summaries

Write summaries that explain what happened, what the customer needs, and the next action. Avoid internal shorthand that another agent could misunderstand.