LESSON 5 OF 5
Turn a conversation into a next step
Connect a captured inquiry to a contact, opportunity, and owned follow-up.
Overview
A new client conversation needs an owned next step as well as a reply. Connect the captured inquiry to the right person and opportunity, then record the action that moves it forward.
Waiting on you shows who needs a reply, the deal tracks the opportunity, and the follow-up records who will take the next client action.
Before you start
You need an enabled conversations workspace with a captured inquiry and the newer contact-linking or lead workflow. Check for existing contact and company records first.
1Review the inquiry
Open the captured message in Waiting on you. Read the sender and source, then check whether that person already has a contact record.
2Link or save the person
Use Link contact for an existing person. For a new opportunity, use Save as lead and review the information before saving.
3Check the relationship and next action
Open the resulting or selected contact and deal to verify them. Add a follow-up to the deal with the action, an owner, and an agreed time.
4Return to the conversation
Reply in the original channel, then record the reply state in Scoped. Linking a contact and choosing Replied do not send a message.
Put it into practice
The captured inquiry is connected to a person, an opportunity, and an owned next action, with its reply state recorded accurately.
Open your workspace