Activities in BoldDesk help you track tasks, follow-ups, and related actions within a chat conversation. You can link activities such as tasks, calls, or meetings to a conversation for better context and collaboration.

Benefits of Linking Activities

• Keeps all related tasks and actions in one place.
• Improves accountability and collaboration.
• Provides a timeline of actions taken on a conversation.

How to Create and Link an Activity

1. Open the desired chat conversation.

2. Navigate to the Activities tab.

3. Click on Create Activity and choose the type:

   • Task: Assign work to an agent or team.
   • Call: Schedule or log a call.
   • Meeting: Plan a meeting related to the conversation.
   • Other custom activity types

4. Fill in details like type, subject, assignee, status, and description.

5. Click Save. The activity will now be linked to the conversation.
   

   
   
   

Link a Chat Conversation from the Activity Page

Use this method when the activity already exists and you need to attach the relevant chat conversation to it.

Steps

1. Open the Activities module and select the target activity.

2. In the right sidebar → Linked Items, click Link Conversation.

   

3. In the Link Conversation dialog, paste or type the chat conversation ID in the Search box.

   • Select the matching conversation from the suggestions.

     

4. Confirm the selection and click Link.

   

5. The conversation is now linked to the activity and shown under Linked Items with the chat status (for example, Open).

   • Hover over the item to view the Chat ID.

   • Click the item to open the conversation in a new view.

     

Actions After Linking an Activity

From the Activities tab in the conversation view, you can:

• Create additional activities.

• Filter linked activities by status.

• Change the activity status (for example, Open, In Progress, Closed).

• Preview activity details.

• Copy the activity link.

• Delete the activity using the delete icon.
  

  
  
  

Once an activity is created from the chat, the chat conversation ID will be linked to that specific activity automatically.

Managing Linked Activities

• View Activities: All linked activities appear in the conversation’s activity panel.
• Edit or Update: Click on an activity to modify details or mark it as complete.
• Track Status: Activities show progress indicators (for example, In Progress, Closed, On Hold).
• Notifications: Agents receive alerts for assigned activities.

Best Practices

• Always include clear subjects and descriptions for activities.
• Use status updates to maintain visibility on progress.
• Regularly review linked activities to ensure timely follow-ups.

Frequently Asked Questions (FAQs)

Q1: Can I link multiple activities to one chat conversation?
Yes, you can link several activities (tasks, calls, meetings) to a single conversation.

Q2: Who can create and view linked activities?
Only agents with appropriate permissions can create and view activities.

Q3: Can I filter linked activities by more than status?
No, filtering is limited to status within the conversation view.

Q4: What happens if I delete an activity?
The activity is permanently removed from the conversation and the activity module.

Related Articles

• Linking and Managing Tickets in Chat Conversations
• How to Link an Activity or Task to a Ticket
• How to Create, View, Edit, and Delete Task Activity
• How to Create, View, Edit, and Delete a Call Activity
• How to Create, View, Edit, and Delete Meeting Activity