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See what changed on a topic

Look at a topic’s versions when it has moved on since you last read it. A colleague may have asked the agent to rewrite a reply to a customer, or an agent task rewrote part of it overnight. Each version shows who changed the topic, when and what, and you can read any of them as it was.

Before you start

Section titled “Before you start”
Who can
Anyone who can open the topic can read its versions.
The pictures
ACM-281 at ACME, the company in the docs’ pictures, a customer question with two versions. Its owner made the topic with the agent, then a colleague who takes part changed it with the agent.

Steps

Section titled “Steps”

  1. Open a topic with at least two versions. Its fields show a versions count of 2 or more.

    Open the topics list (opens Emargen in a new tab)

  2. Click the small document on the right of the chat, or its Open button, to open it.

  3. Under the fields, beside Contents, click the versions count, 2 versions in the pictures. You see the versions in place, newest first.

    ACM-281's document with its versions open under 2 versions, newest first: v2, Tom Weber, with the topic agent, Changed What we tell them · Status Open → Waiting on the customer, Mon 12 Oct, 14:10; v1, Ana Ruiz, with the topic agent, Created the topic: wrote The question and What exists today · Customer set to Northgate · Status set to Open · Reply by set to Tue 20 Oct, Sat 10 Oct, 09:30.ACM-281's document with its versions open under 2 versions, newest first: v2, Tom Weber, with the topic agent, Changed What we tell them · Status Open → Waiting on the customer, Mon 12 Oct, 14:10; v1, Ana Ruiz, with the topic agent, Created the topic: wrote The question and What exists today · Customer set to Northgate · Status set to Open · Reply by set to Tue 20 Oct, Sat 10 Oct, 09:30.
    1. 2 versions, under the fields. Click it again to close the list.
    2. The newest version, v2, by Tom Weber with the topic agent.
    3. The first version, v1, by Ana Ruiz with the topic agent.

    Each line says who changed the topic, and “with the topic agent” when the agent wrote it for them. It shows when, which sections changed, and each field’s value before → after.

  4. Click v1. The document shows the topic as it was then. The strip above it shows which version it is (Version 1 of 2 in the pictures), its date and who made it. You can read it but not change it. Fields show as plain text with the values they had then, and labels and lists aren’t shown. A section nobody had written yet says “Planned. Nothing written here yet.”

    ACM-281 at version 1: a strip with Version 1 of 2, Sat 10 Oct, 09:30, Ana Ruiz, with the topic agent, and arrows and a cross; under it the topic as it was, with Status Open.ACM-281 at version 1: a strip with Version 1 of 2, Sat 10 Oct, 09:30, Ana Ruiz, with the topic agent, and arrows and a cross; under it the topic as it was, with Status Open.
    1. The strip that says which version you’re reading.
    2. Newer version (›). Older version (‹) goes the other way, and is greyed on version 1.
    3. Back to the latest version (×).

  5. Click Newer version to read version 2.

  6. Turn on the Changes switch in the strip to compare this version with the one before. The strip then shows “against version 1”. A field that changed shows its old value → its new one, and a section that changed is marked “Changed”. Version 1 has no switch, since nothing comes before it.

  7. Find what was added. Inside a section marked “Changed”, each block this version added has a green bar beside it, which a screen reader reads as “Added”. In the pictures, scroll down to What we tell them to see the bars beside its paragraph and the open decision. A version that changed only a field or the title has no bars.

    ACM-281 at version 2 with Changes on: the strip says against version 1, and Status shows Open with an arrow to Waiting on the customer.ACM-281 at version 2 with Changes on: the strip says against version 1, and Status shows Open with an arrow to Waiting on the customer.
    1. “Changes”, switched on.
    2. What this version is compared with.

  8. Click Back to the latest version (×) to return to the topic as it is. The versions list is still open under the count. Click the count to close it.

What you get

Section titled “What you get”
  • Who changed the topic, when and what. You get one version per sitting, rather than one for every edit. See Versions for what a sitting is.
  • Any version to read as it was, with the topic’s title, sentence, sections and fields. Each version has its own address, so you can send a link to the topic as it was.
  • No button puts an old version back. To bring something back, ask the agent in the chat when you take part in the topic: “Put What exists today back as it read in version 1.” It reads the old version and writes what you asked for as a new change.

Next

Section titled “Next”

How to

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