This unit covers setting up the Conversations functionality of Fastcall.
Fastcall Conversations provides a centralized way to manage and track customer interactions across calls and messages. Each Conversation brings related communications together in a single thread, making it easier for Users to follow the history of an interaction and maintain context over time.
Conversations are associated with the Fastcall Phone Number and the external phone number or Salesforce record involved in the communication. They can include individual Users or Groups as participants, allowing teams to collaborate and keep the right people involved in a customer interaction.
A Conversation can be created automatically when a call or message takes place, or Users can create a new Conversation when they want to start a separate conversation thread with a record that already has an existing Conversation. Participants can also be added or removed as needed.
Understanding how Conversations are created, who can see them, and how participants are managed is important for ensuring that communication is organized correctly and accessible to the appropriate Users.
This unit covers the main concepts and configuration options you need to understand how Conversations work in Fastcall.
In this unit
- Setting Up Conversations – Learn how to configure Conversations in Fastcall. This unit explains the settings that control the Conversations experience and how Conversations are generated from calls and messages.
- Conversations Visibility – Learn how Conversation visibility works and how access to Conversations is determined. This unit explains which Users can view a Conversation, how visibility can vary depending on the participants and configuration, and what Users need to know when working with Conversations that involve other Users or Groups.
- Conversation Participants – Learn how Fastcall manages participants within a Conversation. This unit explains how participants are automatically determined when a Conversation is created, including the different rules that apply to inbound and outbound calls and messages. It also covers how participants can be added or removed manually, allowing Users to control who is included in a Conversation.