Change the Requester of a Chat Conversation in BoldDesk

In BoldDesk, agents can update the Requester of an existing chat conversation from the conversation details panel. When you change the requester, all future offline email notifications and CSAT survey links are sent to the new requester’s email address. This guide covers the UI path, required permissions, and related actions such as Link Contact.

How to Change the Requester

• Open the conversation and navigate to the conversation details on the right-side view.
• Click the Edit button on the Requester Details section.
• Select a new requester from the dropdown list.
• Save the changes.

Once the requester is updated, all future offline email communications and CSAT survey links will be sent to the new requester’s email address.

Linking Contact and Contact Group to a Chat

You can also link contacts or contact groups by clicking the Link Contact button under the requester details to link a visitor’s chats to their contact. The system automatically associates all past and future conversations with the linked contact.

Permissions Required

• Agents must have the Edit Requester permission enabled to change the requester of a conversation.
  

  
  
  

• If the agent has only the View contact group permission, they can see which contact group is linked.

• If the agent has the Create or edit contact groups permission, they can change the contact group.

  

For more details, refer to the BoldDesk Permissions Guide.

FAQs

1) Does changing the requester affect existing messages in the chat history?
No. History remains intact. The change impacts future offline emails, CSAT links, and any automation that references requester/contact data.

2) Can I create a new contact during Link Contact?
If your role has permission to create contacts, the UI will allow adding a contact during linking. Otherwise, select from existing contacts.

3) Will SLAs or routing rules update automatically after requester change?
Yes. Rules that evaluate Requester, Contact, will apply to the new requester from that point onward.

4) What is the procedure to update a customer’s email within a chat?

• Open the conversation and navigate to the conversation details on the right-side view.
• Click the Edit button on the Requester Details section.
• Select a new requester from the dropdown list.
• Save the changes.