April 21, 2014
There are times when a Help Scout conversation can get crowded, with several people chiming in over time. We call this a group conversation. One challenge about group conversations is that the customer profile on the right doesn't update as different people participate.
Today we launched two improvements aimed at making group conversations better:
- By default, the most recent person to reply is now shown in the customer profile. So if Randy started the conversation, but Grace replied most recently, Grace is shown in the sidebar. Grace would also be the default recipient in the TO field, but you can change that easily.
- You can click anyone's name to make them the customer. See the above gif for an example. Grace is the customer, but I can just click Randy's name and make him the customer and see his profile in the right sidebar.
Being able to quickly change the customer should make group conversations much more useful and keep them from becoming unwieldy. Enjoy!