Replying to conversations

Replying to conversations is super easy! You can do so on the Reamaze dashboard, through your email, or through the Reamaze mobile app (available early 2017). Let's go over how things work on the dashboard and email:

Dashboard Replies

When replying from the dashboard, Reamaze will process your request, send the message back to the customer (and other conversation recipients), send out relevant notifications to other staff members, as well as an echo to your email (if turned on) so all threads are in sync.

You have several reply commands.

  1. Reply

  2. Reply and Leave Unresolved

  3. Reply and Archive

  4. Reply and Go Back

  5. Reply and Leave Unassigned

  6. Reply and Reopen (if already resolved)

Email Replies

Replying via email is very straightforward. You can simply hit reply or reply-all, depending on your email client, and your response will be routed through Reamaze and back to the customer + staff.

You may use special syntaxes that precede your message content to control the conversation state as if you were replying via the dashboard. For example:

  • #noresolve (to reply but set the conversation in Reamaze to unresolved or open)

  • #note (to send the message as an internal note rather than a standard reply to the customer)

  • #add:someone@example.com (to add an active participant into the conversation)

  • #archive (to reply and archive the conversation in Reamaze)