Understanding conversation states
If you're coming from another helpdesk platform there are several things you should be aware of in the Reamaze platform in terms of conversation states.
This is Reamaze's version of an open or pending conversation/ticket.
This is Reamaze's version of a closed or solved con...
Participating in conversations
Participating in conversations makes you a follower of the conversation without being involved as a recipient. You'll continue to get notifications when customer messages arrive and when staff replies go out. Participating is a great way for customer service team managers to stay involved in a co...
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:
When replying from the dashboard, Reamaze will process your ...
You can forward conversation replies to third parties directly within the Reamaze dashboard. This is helpful when you need to start a side conversation with a third party but keep the conversation thread intact, similar to email. Third parties who receive your forward will be able to en...
Assigning and reassigning conversations
Making sure conversations are assigned to the right teammate or staff agent is crucial for not losing track of customer requests. Unassigned conversations can easily slip through the cracks and affect your brand and support performance. Conversations that have been assigned will also send notific...
Customers will sometimes message the wrong channel for support purposes. Maybe they reached out to email@example.com instead of firstname.lastname@example.org. Fear not! You can easily move conversation from channel to channel (email and Embed conversations only) with a click of a button.
You can m...
Have conversations that are repeats? Maybe a customer is a bit anxious and sent 4 of the same messages over? Or maybe there are two conversations actually talking about the same thing? You can merge those conversations and reply to them as one unified thread.
To merge, you need to select two or ...
Setting reminders for conversations
You can alert yourself or another staff member about a conversation at a future date and time by setting a reminder. This is very useful if you want need to follow up with a customer but don't want to forget about him or her. Conversations with active reminders will be set to the on-hold status a...
Editing in markdown
Reamaze utilizes a standard and fool-proof markdown editor for all your typing needs. Markdown is a standard editor for web content and offers many advantages over traditional WYSIWYG HTML editors.
Markdown is easy: The syntax is easy to learn and useful everywhere. Markdown also support emojis ...
Uploading attachments into conversations
You can upload attachments into your Reamaze conversations using the simple drag and drop section beneath your conversation reply. The file size limit on Reamaze's end is over 20MB so you can upload and send big files as long as your customer can receive them. If you wish to attach a picture or f...
Understanding how recipients work in conversations
When you reply to a conversation, your reply goes to conversation recipients. Recipients may be your customers, internal staff members, or third parties. Recipients are very versatile in Reamaze. We've gotten rid of the concept of CCs to make your workflow simpler. When you reply from the dashboa...
Editing a specific customer message subject line or content
You can easily edit the subject line and content of a customer conversation/message easily by clicking on the edit link. The edits made here are strictly for internal purposes and does not change the actual subject line or content. Use this feature to make sure what the customer wrote aligns with...
Customer viewer notifications
You can see if and when a customer viewed your message by hovering over the "Viewed" notifier.
What are conversation permalinks?
Conversation Permalinks are running snapshots of an existing conversation that may be shared and viewed only through a secure URL. This is useful when you need to share the contents of a thread without giving access to a party reply-to privileges. You can modify the privacy setting for your Perma...
Sending outbound messages using New Message
You can manually send outbound messages to customers within your Reamaze account. This is helpful when you need to reach out to a customer if they did not previously engage with you. Reamaze does not support bulk outbounds.
To send an outbound message, click on the "New Message" dropdown menu. S...
Logging messages in Reamaze
If you had a conversation with a customer at a coffee shop or on the phone and wish to log what was discussed as a conversation then the "Log Message" feature is perfect.
To log a message, click on the "New Message" dropdown. Select "Log Message".
Select the channel you wish to log the message ...
Marking conversations as spam
Reamaze offers automatic spam filtering for each of your email channels. In order to manually mark conversations as spam, you'll need to first enable automatic spam filtering.
To turn on spam filtering:
Go to "Settings" and then "Channels".
Click on "Manage Settings" for the brand you wish to ...
View original email
Reamaze automatically strips out unnecessary email content to give you and your staff members a more convenient and pleasurable viewing experience. The customer message content is displayed front and center. However, there may be times you wish to view a bit more than just the content.
In that c...
Real Time Messaging vs. Classic Live Chat
Reamaze offers two modes for chatting with customers on your website: Live Chat (via Real Time Messaging) and Classic Live Chat.
In general, Real Time Messaging is suitable for situations where your team serves customer inquiries asynchronously or via mobile apps. Classic Live Chat is suitable ...