Sometimes, a Customer might reach out to ask a question or make a purchase on someone else’s behalf, like an executive assistant booking a hotel room for his boss or a partner who is planning a trip or purchasing an item for their significant other.
In both cases, it makes sense for those Conversations to exist in the Conversation Timeline. However, since those Conversations also involve other Customers, it makes equal sense for those Conversations to be reflected in the Timelines of their related counterparts. Hence, Agents who are new to the Conversation have the full context of why a booking or trip was made for that Customer and by whom — especially if those Customers may be making bookings or purchases on each other’s behalf in the future.
In Gladly, we reflect on these behind-the-scenes connections and context using Relationships.
With Relationships, Agents can:
Pin one or more interactions from one Conversation Timeline to a related Customer’s Conversation Timeline to create a link between the interactions.
Switch directly between Customer Profiles to get the full context of interactions made on behalf of Customers.
Define and label the Relationships between two or more Customers on a Customer’s Profile.