Change the Customer on a Conversation

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(See <a href="//docs.helpscout.com/article/841-contact-forms">Send Contact Form Submissions to an Inbox</a> for more information.)</li> <li>Forwarded conversations sent from non-Help Scout Users need to be readdressed.</li> <li>Ownership of a large group conversation needs to be reassigned to another customer. </li> <li>Your email to a customer bounced because of a bad email address. (See <a href="//docs.helpscout.com/article/1442-troubleshooting-conversations-in-needs-attention-and-bounces">Troubleshooting Conversations in Needs Attention and Bounces</a> for more help there.)</li> <li>Any situation where you believe the conversation should be directed to a different email address. </li> </ul> <h2 id="vs">Change Customer vs. Profile Updates</h2> <p>If you ever come across a conversation that you think should belong to someone else, or you simply need to direct your reply to a person who isn't involved with the original conversation, use <strong>Change Customer</strong> under 3 dot options menu in the customer portion of the right sidebar to change the conversation to belong to that other recipient. </p> <p>If you edit the customer profile that is already attached, rather than changing the customer to a different customer, it will re-associate all previous conversations from one customer to another which is <i>not </i>what you want! </p> <h2 id="change">Change the Customer</h2> <dl> <dt> 1 </dt> <dd> <p>Take a look at the customer profile section in the sidebar. Click the 3 dot options menu in the top right corner, then click <strong>Change Customer</strong>.</p> <p></p> <div style="display:block; width: 40%; border:1px solid #D5DCE1;"> <video type="video/mp4" src="https://d33v4339jhl8k0.cloudfront.net/docs/assets/mp4/437-menu.mp4" playsinline="" muted loop="" autoplay="" style="max-width: 100%; height: auto; max-height: 100%;"> </video> </div> <p></p> </dd> <dt> 2 </dt> <dd> <p>Search for the customer that you want to attach to the conversation. Select a customer profile and confirm the change.  <br></p> <p></p> <div style="display:block; width: 80%; border:1px solid #D5DCE1;"> <video type="video/mp4" src="https://d33v4339jhl8k0.cloudfront.net/docs/assets/mp4/437-modal.mp4" playsinline="" muted loop="" autoplay="" style="max-width: 100%; height: auto; max-height: 100%;"> </video> </div> If the customer does not already exist, you can choose to <strong>Create a new customer</strong> from this screen as well. <p></p> </dd> <dt> 3 </dt> <dd> <p>The sidebar will update with the customer profile for the customer you select. Replying will automatically reply to the new customer, unless otherwise specified via the <strong>To:</strong> dropdown menu visible when the reply editor is open.</p> <p><img style="width: 650px;" src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/6532b19c25f8430475024ec9/file-AjUs2odr2f.png"><br></p> </dd> </dl> </article> <div class="articleRatings" data-article-url="https://docs.helpscout.com/article/437-change-customer"> <span class="articleRatings-question">Did this answer your question?</span> <span class="articleRatings-feedback"> <span class="articleRatings-feedback-tick"> <svg height="20" viewBox="0 0 20 20" width="20" xmlns="http://www.w3.org/2000/svg"> <path d="m8 14a.997.997 0 0 1 -.707-.293l-2-2a.999.999 0 1 1 1.414-1.414l1.293 1.293 4.293-4.293a.999.999 0 1 1 1.414 1.414l-5 5a.997.997 0 0 1 -.707.293" fill="#2CC683" fill-rule="evenodd"/> </svg> </span> <span class="articleRatings-feedback-message">Thanks for the feedback</span> </span> <span class="articleRatings-failure">There was a problem submitting your feedback. 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