You’re all familiar with how fluid Reamaze can be when responding to customers whether through the web UI or your mobile email client. However, one missing element was the ability to control the state of a message sent via email. In the web UI, you’ve always been able to archive a message, insert an internal note, or reply but leave the conversation as unresolved (open). But what if you’re using email?
Introducing special syntaxes! Syntaxes are little tags you put in front of predesignated command words that can alter the state of your message. These will allow for better authority over the status of your Reamaze replies without having to log into Reamaze. Remember, special syntaxes are ignored by Reamaze so your customers will never see them. Simply put them on top o as the first line or the first words of a message. We’ll be adding more along the way but try to get a feel of the ones available now and feel free to let us know what else you’d like to see!
The #noresolve syntax will tell Reamaze to keep the conversation in the unresolved state instead of the resolved state. It essentially keeps the conversation as open after you’ve replied. This is the equivalent of the “Respond and Leave Unresolved” button.
The #note syntax will render your message reply as an internal note instead of a reply to the customer. This is extremely handy if you need to alert of your team of something important but you’re on the move and have no access to the web UI. Internal notes are completely invisible to the customer as well.
Sending your message reply with just #archive will tell Reamaze to simply archive the message. Customers will not be notified of this. Useful when you need to keep your Reamaze inbox free and clear of clutter and to-do’s.
In most cases, you can simply forward an email message, that ended up outside of your Reamaze environment, directly to one of your channels to log it as a support request. However, not all mail clients have the “FWD” nomenclature that’s needed for Reamaze to parse it correctly from the body of the email. Use the @from syntax if you do not use a non-English mail client which does not support FWD.
Just input that before the actual message when you're responding via email and this syntax will add that person as a participant to the conversation.
If you'd like to assign the conversation to a specific team member, you can use the assign syntax. This automatically converts the message into an internal note as well, so it operates just like
#note but with the additional operation of also assigning the conversation. The email identifier used must match a Staff user registered in your account, otherwise the message will only be left as an internal note without assigning.