Link conversations to Companies
Link messages to Companies to keep account communication connected to the Company it concerns. A message stays in the Contact's conversation and also appears on each Company it is linked to.
For example, link a discussion with a buyer's contact to their Company, so the whole team sees it on the account.
Note This feature is available only through a private beta and applies only to locations where it has been enabled.
TABLE OF CONTENTS
- Use a Company as a hub for its communication
- View a Company's conversations
- Start a conversation from a Company
- Link messages from the inbox
- While composing a message
- On an existing message
- For several messages
- Frequently asked questions
- Publication notes
Use a Company as a hub for its communication
The Conversations tab gives you the Company's communication history and lets you act on it from the same place.
- Get context: Read the messages linked to the Company, filtered by Contact or Channel.
- Take action: Reply, or start a new conversation with the Company already linked.
- Use it as a hub: Keep the linked threads with all of an account's contacts on the Company, so anyone who opens the account sees the conversation.
View a Company's conversations
- Go to Contacts → Companies and open a Company.
- Select Conversations in the side panel.
- Use Toggle filters → Filters to narrow the feed by Contact or Channel.
The feed contains messages linked to the selected Company. An empty feed does not mean the Contact has no other conversations.
Step 1: Open a Company and select Conversations on the right. Messages linked to the Company appear in this feed.
Step 2: Click the filter icon, then Filters, to narrow the feed by Contact or Channel.
Start a conversation from a Company
- In the Company's Conversations tab, select Create a conversation or Create new conversation.
- Confirm that the current Company is shown as Linked.
- Under Select contact, choose the Contact you want to communicate with.
- Select Create conversation to continue.
The Contact identifies the person involved in the conversation. The Company supplies its account context.
Step 3: Click Create a conversation. The Company is already Linked. Choose the Contact and continue.
Link messages from the inbox
Open Conversations and select the Contact's thread. You can associate messages while composing, on an existing message, or in bulk.
While composing a message
Select the associations icon in the composer. Select Companies, find the Company, review the selected records, and select Save. Review the message and recipients before sending.
Step 4: In Conversations, the associations button in the composer shows how many records the message will be linked to.
Step 5: Review or change the records before sending.
On an existing message
- Open the three-dot menu on the message and choose Add association. For an email, use the three-dot menu on the email's header.
- Select Companies.
- Search for the Company and select it.
- Select Save.
The message's association badge displays its linked-record count. Select the badge to review or update its associations.
Step 6: For an existing email, open the three-dot menu on the email's header and choose Add association.
Step 7: Choose Companies, search, select the Company, and click Save.
For several messages
- Select Bulk associate messages in the conversation header.
- Select the messages you want to associate.
- Select Add associations and choose the records.
- Select Save.
Step 8: To link several messages, click Bulk associate messages, select them, then choose Add associations.
Frequently asked questions
Q: Does linking a message remove it from the Contact's conversation?
No. It remains in the Contact's conversation and also appears on each linked Company.
Q: Can the same message be linked to more than one record?
Yes. A message can be associated with multiple Companies, as well as Custom Object records and other supported record types.
Q: Which messages cannot be linked?
Group SMS and internal chat messages cannot be linked to Companies.