Conversations Visibility

Fastcall > Training Resources > Administrator Guide > Module – Setting Up Logging > Unit – Logging – Conversations > Conversations Visibility

Table of Contents

This unit covers Conversations visibility.

Fastcall uses Conversations to organize communication between Fastcall phone numbers and external phone numbers. Each Conversation includes participants, which can be individual Users, Groups, or external phone records.

The participants added to a Conversation depend on the type of communication, how the Fastcall phone number is assigned, and how inbound calls are routed.

This page explains how Conversations and their participants are created and updated for messages and calls.

Visibility

A user will be able to see a Conversation if:

It’s a participant in the Conversation.
The Conversation has a primary group that the user belongs to.

Conversations Overview

When a New Conversation Is Created

When there is no existing Conversation between a Fastcall Phone Number and an External Phone Number, Fastcall creates a new Conversation when a message or call takes place.

The participants added to the new Conversation depend on the communication type and the assignment or routing of the Fastcall Phone Number.

Outbound Messages

When a User sends an outbound message from a Fastcall Phone Number:

Phone Number assigned to a User: A new private Conversation is created with the external phone number or record and the User as participants.
Phone Number assigned to a Group: By default, a new private Conversation is created with the external phone number or record and the sending User as participants.

Inbound Messages

When a message is received on a Fastcall Phone Number:

Phone Number assigned to a User: A new private Conversation is created with the external phone number or record and the User as participants.
Phone Number assigned to a Group: A new group Conversation is created with the external phone number or record and the Group as participants.

Outbound Calls

When a User places an outbound call from a Fastcall Phone Number:

Phone Number assigned to a User: A new private Conversation is created with the external phone number or record and the User as participants.
Phone Number assigned to a Group: By default, a new private Conversation is created with the external phone number or record and the calling User as participants.

Inbound Calls

For inbound calls, the participants depend on how the Fastcall Phone Number is assigned and how the call is routed.

Phone Number Assigned to a User and Routed Directly to the User: A new private Conversation is created with the external phone number or record and the User who receives the call as participants.
Phone Number Assigned to a User or a Group and Routed Through an IVR:
- IVR Call Transfer to a User or Record Owner and the User answers: A new private Conversation is created with the external phone number or record and the answering User as participants.
- IVR Call Transfer to a Group and a User answers: A new private Conversation is created with the external phone number or record and the answering User as participants.
- Missed Call or Voicemail: A new Conversation is created with the external phone number or record and the configured Missed Call Owner or Voicemail Owner.
  - If the owner is a User, the Conversation is private.
  - If the owner is a Group, the Conversation is a group Conversation.

Conference

When an inbound or outbound call is placed and another participant is added to the call through a conference, a new Conversation is created with all phone numbers or Salesforce records included in the call as participants.

When a Conversation Already Exists

If a Conversation already exists between the same Fastcall Phone Number and External Phone Number, Fastcall reuses that Conversation instead of creating a new one.

In most cases, the participants already associated with the Conversation remain unchanged. However, inbound calls routed dynamically through an IVR can result in additional participants being added.

Outbound Messages

When an outbound message is sent from a Fastcall Phone Number that already has a Conversation with the external phone number:

No participants are added to the existing Conversation.

Inbound Messages

When an inbound message is received and an existing Conversation is found:

No participants are added to the existing Conversation.

Outbound Calls

When an outbound call is placed and an existing Conversation is found:

No participants are added to the existing Conversation.

Inbound Calls

For inbound calls, the behavior depends on the routing configuration.

Phone Number Assigned to a User and Routed Directly to the User: No participants are added to the existing Conversation.
Phone Number Assigned to a User or a Group and Routed Through an IVR:
- Call answered by a User who is a participant in the Conversation: No participants are added to the existing Conversation.
- Call answered by a User who is NOT a participant in the Conversation: That User is added to the existing Conversation as a participant.
- Call is missed, or ends in a Voicemail IVR, and the configured Missed Call Owner or Voicemail Owner is not already a participant: The MCO or VMO User or Group is added to the existing Conversation as a participant.

Conference

When an inbound or outbound call is placed from an existing Conversation, and another participant is added to the call through a conference, the new participant is automatically added to the same existing Conversation.

Managing Conversation Participants

Fastcall Users can manually manage Conversation participants at any time.

Users can:

Add Users to a Conversation.
Add Groups to a Conversation.
Remove Users from a Conversation.
Remove Groups from a Conversation.

This gives Users flexibility to control who has access to and participates in a Conversation, independently of the participants that Fastcall automatically adds based on the communication and routing rules.

Learn how to add and remove participants from a Conversation in the next unit.

Conversation Event Detail

Every call within a conversation is stored as a Conversation Event, allowing you to review all the information related to that specific interaction from a single location.

To view a Conversation Event, open a conversation and select any call event from the conversation timeline. The selected event is highlighted, and its details are displayed in a new screen.

The Conversation Event Detail view is organized into multiple tabs, making it easy to access all the information associated with the call:

Details – View key call information, including the From and To phone numbers, call time, call type, call status, selected result, call duration, participants and notes.
Participants – See everyone who participated in the conversation.
Summary – View the AI-generated summary of the call, if Conversation Intelligence is enabled.
Transcription – Read the complete call transcript when call transcription is enabled.
Audio – Listen to the call recording. For dual-channel recordings, each participant’s audio is available on a separate channel for improved clarity.

The Conversation Event Detail provides a complete record of each call, making it easy to review interactions, access recordings, transcripts and more after the call has ended.

The Conversation Event Detail is now available in both the Desktop Softphone and the Salesforce Mobile App, delivering a consistent experience across desktop and mobile.

Create a New Conversation

You can create a new Conversation with a Salesforce record even if there is already an existing Conversation with that record.

However, when creating a Conversation, Fastcall checks for an existing Conversation with the same Fastcall Phone Number (Caller ID) and the same set of participants. If an existing Conversation matches these criteria, Fastcall will use that Conversation instead of creating a new one.

If you want to start a new Conversation with the same Caller ID and the same participants, you must first close the existing Conversation.

To create a new conversation, enter the phone number in the Dialpad. Any existing Conversations with that record will appear, along with the option to create a new Conversation.

Click Create a New Conversation to start a new conversation thread.

Before starting the new Conversation, you can select the From phone number, edit the participants, or add additional participants to the Conversation. Click Start Conversation to create the new Conversation.