The conversation’s right panel doesn’t only show the customer’s record (section 3): it also gathers shortcuts so you don’t have to leave the inbox when the conversation turns into a specific task. You’ll find them in section 5:
- Email — opens your mail client with the customer’s address, when the platform knows it (if the visitor is still anonymous, no email is available).
- Create appointment — takes you to creating a new appointment for that customer. See manual 19 · Calendar.
- Create ticket — opens an internal ticket already linked to that conversation (and to its lead or contact, if it already has them associated). The full procedure is in manual 20 · Tickets.
- Create lead / Link existing, under the LEAD heading — creates a new lead from this conversation, or links it to an existing lead, instead of creating a duplicate. The name and email arrive already filled in if the conversation knows them; the inline form’s phone field uses the same country/prefix dropdown as the rest of the Platform, with your agency’s country as the default value. The detail of how a lead is worked afterward is in manual 17 · Leads; if the same customer has also reached you through another channel (call, portal, in person), manual 14 · Manual leads explains how to register that lead by hand without duplicating the record.