Conversation
On this page
In a support conversation you read all the messages with the client and answer them from your phone. You can start from a saved reply and change it before sending it.
How to get there
In Inbox, open Support and tap a conversation. It opens with all its messages.
What you can do
- Tap a saved reply to put it in your answer, with the name of the client already written.
- Tap Send to answer, or Send and resolve to close the conversation.
- Tap Assign to me to handle it yourself, or Release to leave it to the team.
Step by step
Answer with a saved reply
- 1. Tap the saved reply that fits.
- 2. Change what you need in the text.
- 3. Tap Send.
Assign a conversation
When you work in a team, Assign to me puts your name on the conversation so nobody else answers at the same time. If you leave it, tap Release and it goes back to the shared inbox, where another person of the team can take it. An assigned conversation stays visible to the whole team, who can read it without answering.
What happens next
The client gets your answer and the conversation stays open until you resolve it.
Keep in mind
- If the client writes again in a resolved conversation, it opens again.
- Attachments are sent from the web panel.
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