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Conversations in Manage Cases in TrustLine

Summary

 This guide explains how Admin users can access and view the Conversations section in the Manage Cases area of TrustLine. Here, representatives can chat with category owners, and users can interact with their assigned representative.

In this article

  • Before you begin
  • Step 1: Access Manage Cases
  • Step 2: View Conversations
  •  Frequently Asked Questions (FAQ)

Before you begin

  • You need to have an Admin role with the necessary permissions to access Manage Cases and the Conversations section in TrustLine.
  • Ensure that your account has the appropriate permissions to manage cases and view conversations.

Step 1. Access Manage Cases

  1. Log in to your Plumm account with your genuine credentials.
  2. Go to the Admin tab on the dashboard.
  3. In the Admin tab, click on Manage Cases to open the case management section.

Step 2. View Conversations

  1. In the Manage Cases section, you will see a grid displaying all cases.
  2. Click on the three dots on the right-hand side of the case you wish to view.
  3. Select the Conversations option from the dropdown menu.
  4. You will be directed to a page where you can view the Case No. and the chat between the Representative and the Category Owner.
  5. Important: Only the Representative assigned through the Add Category section in the Categories area is allowed to chat in the Conversations section.
 

User-initiated Conversations

  • If the Category Owner wants to converse with the representative, they can do so by clicking on the Verify My Email button in the email received while filing the case.
  • Clicking on the Verify My Email button will open a page where the user can directly chat with the representative assigned to their case.

Frequently Asked Questions (FAQ)

1.Who can access the Conversations section?

Only Admin users with the necessary permissions can access the Conversations section in Manage Cases. If the Admin does not have permission, they will not see the Manage Cases or Conversations options.
 

2. Can users initiate a conversation with a representative?

 Yes, users can initiate a conversation with the representative by clicking on the Verify My Email button in the email they received when filing the case. This will open a page where they can chat with the representative.

3.Can any representative chat in the Conversations section?

 No, only the Representative assigned through the Add Category in the Categories section can participate in the chat in the Conversations section.
 
 

This guide should help you navigate the Conversations section within the TrustLine platform. If you encounter issues or need further assistance, please reach out to your HR or system administrator.