The same message appears on lead 1, lead 2 and the contact. Can it be logged on one record only?
Yes: Settings → CRM → "Where to write the timeline", option "One comment on the conversation's record"; older entries stay where they are.
Yes. By default every message is written on every record that carries the customer's phone number, including closed leads. In Settings → CRM → Where to write the timeline choose One comment on the conversation's record: from then on each message is written once, on the record the conversation is linked to (the one shown in the chat header, which you can change with Change record).
Nothing is deleted: comments already written stay on the records that have them; only new messages follow the new rule.
Related
Was this page helpful?