We covered in a previous post what the conversation entity is in Omni Channel Engagement. One of the most fundamental actions in a Conversation is linking records to it to get better context of a customer’s current situation. This post will cover what linked records are and why they are so meaningful when working with a Conversion within the Omni Channel application.

When a user accepts a new session request for Live Chat, a new Session begins and a new Conversation record is created (if this isn’t a transfer or consult request). When a new conversation starts, the linked records cannot be seen on the form under the ‘Customer’ and the ‘Case’ as they are empty, as shown below. These are the primary areas of identification within a Conversation entity by default.


The user is aiming, where possible, to associate this conversation to a Customer, who can be either an Account or Contact (it is a Customer type lookup field). Where relevant, It is also to also associate the Conversation to a Case – either existing, or new.


When a record is associated, the activities related to the linked record can be seen in the Timeline View on the Conversation. This allows a user to see all the activities relevant to those records without having to navigate away, seeing them in the single current Conversation page. The great thing is even if two records are associated – an Account or Contact AND a Case, the user can select which activities to see, and change between them where required – this is shown in the screenshot below.

This is incredibly valuable to the user, as it gives them less time to have to click between records and look in individual timelines. It also gives them context at quick glance and can better know what the current situation is with an existing customer. I hope this has helped you understand linked records in a Conversation within the Omni Channel Engagement App!