Turn a conversation into a deal, quote, ticket or task

When a conversation turns into work, create the record from the conversation itself. Kluvan fills it from the conversation and links the two, so either side leads to the other.

Before you start

• You need Reply to customers in the inbox, and the right to create the record in its app (for example to manage deals in CRM, sales documents in Books or tickets in Desk).
• The target app must be switched on. A quote, a work order and a collection task need the conversation's contact to be linked to a customer record (see link contacts).

Steps

1. Open the conversation in Inbox.
2. Open Turn into… at the top.
3. Check the Title; it starts as the conversation's subject.
4. Select what to create:
   • Lead / deal: a deal at the lead stage in CRM, owned by you;
   • Quote: a draft quote in Books for the customer;
   • Support ticket: a ticket in Desk;
   • Work order: a work order in Services & Maintenance;
   • Collection task: a note on the customer's collection case.
5. The record is created. It appears on the right under Linked; select it to open it.

Good to know

• One of each. Selecting the same kind twice for one conversation opens the record already made; nothing is created twice.
• The conversation stays open until you close it.
• Linked both ways. The record's page lists the conversation among its linked records.
• Collection task. With Collections on, the note goes on the customer's collection case and a new case moves to In progress (see work a customer's case). Without Collections, the note goes on the customer's credit book account.
• A draft quote has to be completed and sent in Books like any quote.
• Refused? If the app is off or you lack its right, the page says so; nothing is created.