Review a customer conversation

1. Find the conversation#

Open Conversations. Select All, then use Search to find the customer. Confirm the matching contact before opening the thread.

2. Read the latest exchange#

Check the newest message’s date and time, then read back far enough to understand the request. Notice who sent each message and whether the customer has already received an answer.

3. Check related details#

If the conversation mentions a call, read Mia’s summary in the contact’s Notes. For a booking, open the appointment itself. An internal activity entry is not necessarily a message delivered to the customer.

Example: “Has anyone checked my request?”#

Before replying, find the earlier request and check whether a teammate already followed up. If the customer asked for a different service time, verify the actual booking instead of assuming that a message changed it.

Something missing?#

• Choose All rather than Unread or Starred.
• Open the filter control and clear filters that limit channels or assigned users.
• Check the selected business and contact. Communication outside the connected account may not appear here.

If a recorded exchange is still missing, send your usual Hanna Group contact the customer name, approximate time and channel. Keep your follow-up focused on what remains unanswered.