Microsoft Idea

Ability to link conversations to leads

Oscar Monrio de la Herran on 9/22/2020 9:13:53 AM

Currently it is only possible to link conversations to contact, account and case records. As part of our business process, we need to link conversations also to leads in order been able to migrate from our actual solution.

Thanks

STATUS DETAILS

Completed

Administrator on 7/25/2023 6:40:45 AM

Thank you for your feedback. We now support the ability to link conversations with Leads or any other Activity enabled entity/table. Please refer to the following documentation and other material for more details -

Docs: Customizations supported by the Conversation table and form | Microsoft Learn

Video: Customize the Conversation table in Dynamics 365 Customer Service - YouTube

Blog: Customize the conversation table for your business needs - Microsoft Dynamics 365 Blog

Comments

RE: Ability to link conversations to leads

Shannon Davis on 12/9/2022 10:11:59 PM

yes, we are considering adding chat to Event pages and it is likely these would become leads rather than cases.

Category: Live Chat

RE: Ability to link conversations to leads

Neil Parkhurst on 8/25/2022 1:59:02 PM

It would be much better if a conversation could easily be linked to any entity including custom entities.I agree leads are important but i have had customers that are mainly working with quotes and orders. Or other situations when they are only using work orders.

Category: Live Chat

RE: Ability to link conversations to leads

Neerja Rewal on 12/4/2020 11:34:43 AM

Hi,

Thanks for sharing your feedback. We are monitoring this feedback for votes and will consider for our roadmap.

Thanks,
Neerja

Category: Live Chat

RE: Ability to link conversations to leads

Julián Hontanilla on 9/22/2020 9:29:37 AM

Very necessary, a chat channel on a public website is especially dedicated to leads

Category: Live Chat