Pinning Relationships and Conversations allows Agents to easily navigate from one Customer’s Profile to the other with just one click. When a Customer is frequently reaching out on behalf of another, or a request requires context or information from the related Customer, this can save Agents precious seconds they would have spent searching for the Customer manually and enable them to provide a superior service experience.
There are two ways an Agent can navigate to a related Customer’s Profile:
- From a pinned interaction
- From the Relationships card
From a Pinned Interaction #
If the Customers have a shared, pinned interaction, you can use that to navigate quickly to the other Customer’s Profile. Click on the Pinned to name to switch Profiles
From the Relationships Card #
If there is an existing Relationship between Customers, click on the name of the other Customer on the Relationship Card then select View Customer.
