> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/crm/service-log/contact-log.md).

# Conversation records

A single service record may include multiple conversation records, as shown below. This service record contains two conversation records, each from a different channel. This means that within the same service, the specialist and the customer conversed via LINE and by phone separately. This structure helps record and manage interactions with customers more comprehensively.

![This figure shows one phone service and one LINE service](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNRu7dk70ei7JV9HlW9%2F-MciTBBNP5GUrFqw9-XF%2F-MciTUHazibjclmhzwUM%2F%E6%88%AA%E5%9C%96%202021-06-21%2020.09.39.png?alt=media\&token=4e599db9-1ac5-43b1-9c88-0ddf5576a04e)

After understanding the relationship between "service record" and "conversation record," we can click each "detailed conversation data" to view the service timeline through an example. The specific process is as follows:

1. **Phone channel**: The customer called in by phone, and was answered by specialist Alice.
2. **Service content**: The customer asked the specialist to provide information about the new product.
3. **LINE channel**: The specialist sent the customer new product promotional materials via LINE.
4. **Service completed**: This service is now complete.

This timeline view clearly shows the detailed process of each service and the use of different conversation channels, helping provide a comprehensive understanding of the interaction history with the customer.

![Service record row](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2FpepE6KgpsRYURwwovB1S%2F%E6%88%AA%E5%9C%96%202022-03-25%2015.27.02.png?alt=media\&token=444e336c-553f-4a4b-8054-b327489b414b)

## Rules for conversation records under the same service

The rules for merging conversation records into the same service record are as follows:

1. **Proactive contact**: If the specialist proactively contacts the customer, and the customer has an unfinished service record.
2. **Automatic merge**: The system will automatically merge the new conversation record into the same service record, indicating that the service is being handled for the same record.

This merging rule ensures the integrity of service records, making it easier for specialists to track and manage all interactions with customers.

**When the specialist proactively contacts the customer and has an unfinished service**

| Message (LINE, Facebook, etc.) | ✅ | ✅ |
| ------------------------------ | - | - |
| Email                          | ✅ | ✅ |
| SMS                            | ✅ | ✅ |
| Phone                          | ✅ | ✅ |

#### Example of merging conversation records

For example, when a customer calls in and is answered by Specialist A, the merging process for the conversation records is as follows:

1. **First call**:
   * **Specialist A** answers the customer's call and creates a service record.
   * Generate **A conversation record**.
   * After the call ends, the service record is still unfinished.
2. **Second call**:
   * **Specialist A** Call the customer again under the unfinished service record.
   * Generate **B conversation record**.
   * The new conversation record is automatically merged into the same service record.
3. **Third call**:
   * **Specialist A** Call the customer a third time again.
   * Generate **C conversation record**.
   * The new conversation record continues to be merged into the same service record.

In this way, all conversation records (A, B, C) will be merged into the same service record, clearly showing the complete conversation history between Specialist A and the customer, making it easier to track and manage.

![Switch merged service](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNRu7dk70ei7JV9HlW9%2F-McrpADuhpFyubIJV5UB%2F-Mcs0cCK7brZ_0CFvqjj%2Fimage.png?alt=media\&token=4eddd309-fcce-4fe6-932b-2d3ba0736089)