Communications Extension

Dialogues and Communications

A Dialogue is a roll-up of all of the back-and-forth communications on a particular topic, such as a customer support request. Each individual exchange is represented as a Communication, which are each part of the same Dialogue.

Communications can occur using different Mediums, such as phone, email, instant message, etc. Within the Medium, there can be multiple Channels. For example, there may be a Support email channel, as well as a Sales email channel. Each Dialogue tracks Communications that are part of the same email thread.

Dovetail Carrier also provides the capabilities for delivery of outgoing Communications.

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