Support for child conversations that can be created and linked to a parent conversation. This feature will allow users to keep related discussions grouped together while maintaining separation between different threads.
Use Case
For example, a customer service agent may have an ongoing conversation with a customer (parent conversation). During the process, the agent might need to contact a subcontractor or another internal team. By creating a child conversation linked to the parent, the agent can handle the subcontractor discussion separately while keeping all interactions tied to the same overall case.
Goal
Enable creation of child conversations from within an existing conversation.
Ensure child conversations are visibly linked to their parent.
Allow users to easily navigate between parent and child conversations.
Keep reporting, tracking, and visibility consistent so that all related interactions are grouped together.
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Comments1
jens.leijon@connectel.se
Sep 9, 2025
Support for child conversations that can be created and linked to a parent conversation. This feature will allow users to keep related discussions grouped together while maintaining separation between different threads.
Use Case
For example, a customer service agent may have an ongoing conversation with a customer (parent conversation). During the process, the agent might need to contact a subcontractor or another internal team. By creating a child conversation linked to the parent, the agent can handle the subcontractor discussion separately while keeping all interactions tied to the same overall case.
Goal
Enable creation of child conversations from within an existing conversation.
Ensure child conversations are visibly linked to their parent.
Allow users to easily navigate between parent and child conversations.
Keep reporting, tracking, and visibility consistent so that all related interactions are grouped together.