Understanding Conversations

Conversation pages track ongoing conversations with customer contacts. For example, you can track invoice and payment issues that you are trying to resolve, as well as other customer inquiries. You can link a conversation to a specific purchase order, invoice, contract, or receivables item. In addition, you can use the PeopleSoft notification feature to send an email to an interested party to announce that a new or existing conversation entry is available to review.

Use the conversations pages as needed to review and update past conversations or to record new ones. If you have ongoing contact or documentation that is related to the same subject or subject topic, you can create new entries for an existing conversation that contain the continued history of the discussion.

You can set up the conversation so that you review it after a specified number of days from the creation date, or you can have a supervisor review it. For review by a supervisor, the system automatically assigns the supervisor who is associated with the user profile of the person who created the entry.

You can also attach documents to a conversation, such as proof of delivery slips, bills of lading, spreadsheets, or text documents.