In the Webcare module, there are two possible ways to load messages in a stream: Conversation or Separately. In this article, you will learn about the difference.
Conversation (webcare)
All messages from the same author (within one platform) are grouped together and displayed as one message. The advantage of this is that if there are multiple messages from one person, you only see one message. The entire conversation moves to a new stream, and new customer messages automatically come into the stream where the conversation has been moved to. If the conversation is closed (this happens automatically after 72 hours with no customer message), new customer messages will simply come back into the original stream. If you want to close the conversations earlier, you can of course adjust that yourself.
Separately (monitoring):
This works the same as the old OBI4wan webcare. Each unique message comes in separately and needs to be processed individually. With this message display, it is also possible to choose a (recent) start date in the past and thereby load older messages directly into the stream.
Note! Our advice is to use this option especially for streams with public messages (news, blogs, forums, or print data).
Search Functionality in Message display mode
You can search within the streams with the Seperate setting (monitoring) and apply filters. Choose your filters from Open, Completed, Responded, Archived, Assigned, Marked as Spam, Waiting for Approval, or My Messages.
Please note! If you select the My Messages filter, you cannot use the other filters.
Can I change my message view?
Switching from separate to grouped (or vice versa) is not possible for an existing stream. If you want to convert a separate stream into a conversation stream, follow the steps below:
1) Create the conversation stream with exactly the same name, settings, and search queries as the separate stream.
2) Ensure that all messages in the pending queue in the separate stream are handled.
3) Check if the first new message arrives in both the separate stream and the grouped stream.
4) Delete the separate stream and from that point on, handle all new messages from the new grouped stream.