Occasionally, communications such as inbound emails or SMS replies may be logged under the wrong customer. To maintain accuracy in your customer records, Kolleno allows you to reassign timeline events to the correct customer profile.
Before reassigning, please look here how Kolleno identifies which customers an email belongs to.
At present, only Inbound communications can be reassigned. Outbound messages and notes cannot be moved.
How to Reassign Timeline Events
Navigate to the Customer
Go to Customers and select the customer whose timeline event needs to be moved.
Find the Communication
Scroll through the Timeline to locate the inbound email or SMS.
Open the Options Menu
Click the three dots (路路路) on the right-hand side of the communication.
From the dropdown, select Reassign.
Select the New Customer
A pop-up will appear titled Move to another customer.
Use the search bar to select the correct customer account.
Confirm the Reassignment
Once the correct customer is selected, click the Reassign button to complete the process.
The communication will now appear in the correct customer鈥檚 timeline.