There will be occasions when a member of staff starts a conversation and then agrees to come forward to have a face-to-face meeting or a call. In this case it may make sense to transfer the conversation to a case. The Transfer to Case Management feature allow you to do this.

Linking a Conversation to a Case

If a conversation is closed, you are the Conversation Recipient and you have the Cases Manager role then you will see the Transfer to Case Management button at the bottom of a conversation.

Clicking this button will open up the Case Details page with many of the fields pre-filled for you. Add any notes you want and click the Save button to add the case.

NOTE: The conversation still exists as well as the case as you will see below.

Switching between a Case and a Conversation

Once a Conversation and a Case are linked you can easily switch between them. On the Conversation History page there will be a View Linked Case button at the bottom which will take you to the Case History page.

On the Case History page there will be a View conversation history button which will take you to the Conversation History page.

You can also view the linked conversation by selecting the Linked conversation option from the pull-down menu against the case on the Created Cases page.