Support conversation
On this page
Here you read and answer a conversation with a buyer. Next to it you have their contact details, their purchases and their accesses. On a narrower screen the purchases and the accesses are in the Purchases and Accesses tabs.
How to get there
In Support, click the conversation in the list. The notice of a new reply also brings you here.
What you can do
- Reply to the buyer by email.
- Insert a saved reply and review it before sending.
- Assign the conversation to someone on the team.
- Resolve the conversation or reopen it.
- See the buyer's purchases and accesses.
Step by step
Reply and close
- 1. Write the Reply or insert a saved reply.
- 2. Check the variables that have no value.
- 3. Click Reply and resolve.
What happens next
The buyer gets your reply by email. A reply leaves the conversation pending, or resolved if you used Reply and resolve. If the buyer writes again, it reopens.
Keep in mind
- If the different-sender warning appears, the email does not come from the buyer's address. Check who is writing before giving purchase details.
These roles can open this screen: owner, admin and support.
Frequently asked questions
Can I give access or refund from the conversation?
From here you see the buyer's purchases and access, but changes are made on their own screen. A refund outside the guarantee is decided in Refunds and a manual access is given from the course or the product.
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