A conversation is a message thread between an agent and a customer that tracks a customer’s issue. The Conversations tab in the Customer information window captures the messages from the customer only. An agent can use this tab to view those customer messages and place comments on these messages. This can be useful in situations when an agent needs to document important information about the customer interaction and communicate internally without the customer’s knowledge.
After submitting a comment, you can’t modify or delete it. However, if an agent cancels a conversation, the comment will be deleted. In addition, no notification can be set for comments on conversations.