The Conversation Archive on Ticket Link snap-in manages notifications to participants when a conversation is archived by linking a ticket.

Features

• Archive notification handling

When the system archives a conversation due to ticket linkage, the snap-in automatically sends a notification message containing the associated ticket number to all conversation participants, ensuring they're informed of the ticket creation.

• Conversation traceability
  When a conversation is linked to a ticket, the corresponding conversation ID is automatically populated in the ticket metadata. This ensures clear traceability between the ticket and its originating conversation, enabling support teams to maintain seamless context.

Installation

• Configure the archive message to inform the customer within the conversation before it is archived, referencing the linked ticket using %ticket.
• Configure the ticket message to inform the customer on the ticket about its source conversation using the placeholder %conv.
• Save and install the snap-in.