Why bother
The chat is where a problem is spotted. The record is where it gets fixed, chased and evidenced. Turning one into the other takes a tap and keeps the photo, the words and who said them.
On the phone
Long-press the message and choose:
Add a report from this: opens the report kinds (incident, allergen incident, accident, maintenance, complaint, other) with the message's words already in the form.
Create a task from this (managers): opens the quick task form prefilled.
Add to handover: puts it on tonight's handover for this site.
In the admin panel
Hover a message, press the record button, and choose a maintenance job, a quick task or a handover note. A job opens the full booking form, prefilled from the message.
What happens next
The conversation gets a card for the record, which follows its status as it moves, and the record keeps a link back to the message it came from. Attachments on the message stop expiring, because they are now part of a record.
Raising something from scratch
You do not need a message first. The + button in the composer can raise a report, a task, a job or a poll and post it straight into the conversation.