Move Between Conversations With Redirect Options - Help Scout Support

Description: Redirect options in Help Scout refer to deciding where you land next after you have taken action on a conversation. Each Help Scout user can choose a different

Content: Move Between Conversations With Redirect OptionsRedirect options in Help Scout refer to deciding where you land next after you have taken action on a conversation. Each Help Scout user can choose a different redirect option manually each time they complete an action, and can customize the default redirect action to suit their personal preference.This article will explain what the options are, how to select them manually, and how to set the default action.In this articleRedirect Options ExplainedHow to Change Your Default RedirectRedirect Options ExplainedBy default in Help Scout, when you take action on a conversation, you will land on the next Active status conversation in the inbox.You can manually choose to follow a different redirect option each time you complete some actions, and you can set your default redirection to one of the other 2 options, as works best for you.Each Help Scout user sets their own default action, and there is no option to disable, set a default for all users, or lock down this preference.Send and stay on the pagewill send your reply and reload the same conversation.Send and back to folderwill take you back to the previous folder.Send and next activewill take you to the next active conversation in the folder, following your sort options.Note:TheSend and next activeoption is unavailable for folders that have more than 5,000 active conversations. In this case, the redirect will default toSend and back to folder.Actions That Follow Your Redirect DefaultYour redirect default preference will apply to several different actions that you take from within the conversation itself:Sending a reply to an existing conversationAdding a note to the conversationForwarding the conversationChanging the status of the conversationAssigning the conversationRunning a Manual WorkflowDeleting the conversation you're inMoving the conversation to another inboxSome actions offer the ability to choose a different action than your default on a one-by-one basis at the time you take that action. These actions will have a dropdown arrow next to the button that allows you to override the default.This dropdown is available:Next to theSend Replybutton when replying to an existing conversation.Next to theAdd Notebutton when adding a note to a conversation.Next theForwardbutton when forwarding a conversation.Note:If your inbox has required custom fields, then the redirect options menu will be available after first selecting your custom fields.When creating a new conversation, the options are slightly different.Create and stay on the pagewill create the new conversation and stay there.Create and back to folderwill create the conversation and redirect you back to the folder you were in.Create and add anotherwill create the conversation you're currently working on then take you to a new conversation page so you can createanotherconversation.How to Change Your Default RedirectYou may want to change your default redirect option if you always want to do something different than head to the next active conversation. You can find the option toChange default redirectin the dropdown menu:Next to theSend Replybutton when replying to an existing conversation.Next to theAdd Notebutton when adding a note to a conversation.Next theForwardbutton when forwarding a conversation.Choose the redirect action you'd like to be your default. You will still be able to override that on a one-by-one basis on some actions as noted above.

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