Split Dialogues

When a customer submits a Dialogue that contains multiple questions or requires the work from multiple departments, rather than passing it back and forth between Interest Areas or owners, you can split a single Dialogue into separate Dialogues.

Here’s how:

1. Open the Dialogue that you want to separate into multiple Dialogues.
2. Click on the vertical ellipsis button at the top right-hand corner of the Dialogue to open the dropdown menu and select Split Dialogue. This will allow you to create a new Dialogue from the one you are currently viewing.
   
3. Fill out the pop-up screen with the appropriate information for the second Dialogue.
   • • Dialogue Subject: Populates the current Dialogue subject but can be changed.
     • Dialogue Description: Populates the current Dialogue description but can be edited as needed.
     • Assign to: Select the Interest Area you’d like to asign the second Dialogue to.
     • Optional Message: Write out any additional details you might want to share with the team, like why you decided to split this Dialogue.

   

4. Check the box in front of ‘Send response to customer ’ if you want to notify the customer that a second Dialogue has been submitted from their original message. SoGoConnect automatically uses the following message, but you can customize the response to the customer with your own message.
   
5. Click the Split button and the second Dialogue will be created.

Additional information about Split Dialogues:

• Closed Dialogues cannot be split.
• You can only split one Dialogue into two Dialogues. If you are looking to split it into more Dialogues, repeat the process above.