Support for internal conversations that can be created without being linked to a specific contact or customer. This feature will enable teams to manage internal discussions directly in the platform while keeping them separate from customer-facing conversations.
Use Case
For example, an agent may need to coordinate with colleagues about a process, clarify a case internally, or share updates that are not intended for the customer. With internal conversations, the team can communicate effectively without involving or linking the conversation to an external contact.
Goal
Allow users to create conversations that are not tied to a customer/contact record.
Ensure internal conversations are clearly marked as internal-only to avoid confusion.
Support the same conversation tools (notes, tagging, assignments, etc.) as regular conversations, while excluding them from customer-facing views.
Keep reporting and metrics separate so that internal conversations do not affect customer KPIs.
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Comments1
jens.leijon@connectel.se
Sep 9, 2025
Description
Support for internal conversations that can be created without being linked to a specific contact or customer. This feature will enable teams to manage internal discussions directly in the platform while keeping them separate from customer-facing conversations.
Use Case
For example, an agent may need to coordinate with colleagues about a process, clarify a case internally, or share updates that are not intended for the customer. With internal conversations, the team can communicate effectively without involving or linking the conversation to an external contact.
Goal
Allow users to create conversations that are not tied to a customer/contact record.
Ensure internal conversations are clearly marked as internal-only to avoid confusion.
Support the same conversation tools (notes, tagging, assignments, etc.) as regular conversations, while excluding them from customer-facing views.
Keep reporting and metrics separate so that internal conversations do not affect customer KPIs.