Sometimes a communication or event can be linked to the wrong Query for example, an email meant for a different customer or an unrelated topic mistakenly grouped with the wrong case.
Kolleno's AI works to automatically link communications to the correct Query, but you can correct mistakes directly from the History timeline.
Move an event to another Query
Open the Query and go to History.
Find the event you want to correct.
Click Move on that event.
Select a reason (for example: Wrong Customer or Unrelated Topic).
Search for and select the correct destination Query.
Review the summary of your accounts
Confirm the move.
What happens after moving an event?
Once moved, the event will appear under the correct Query. This helps keep each case's timeline accurate and easier to work. The move is logged for audit purposes.