Conversations and Handling

  • Understanding Conversation States

    If you're coming from another helpdesk platform there are several things you should be aware of in the Re:amaze platform in terms of conversation states. Unresolved This is Re:amaze's version of an open or pending conversation/ticket. Resolved This is Re:amaze's version of a closed or solved ...
  • 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 Re:amaze dashboard, through your email, or through the Re:amaze mobile app. 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 mes...
  • Forwarding Conversations

    Outbound Forwarding You can forward conversation replies to third parties directly within the Re:amaze 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 b...
  • 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...
  • Moving Conversations

    Customers will sometimes message the wrong channel for support purposes. Maybe they reached out to sales@acmecompany.com instead of support@acmecompany.com. 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...
  • Merging Conversations

    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...
  • Attachment Format and File Size Limit

    You and your customers can upload attachments into your Re:amaze conversations using the simple drag and drop section beneath your conversation reply o by clicking on the paperclip icon on the customer side. The file size limit on Re:amaze's end is 100MB so you can upload and send big files as l...
  • Conversation Recipients

    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 Re:amaze. We've gotten rid of the concept of CCs to make your workflow simpler. When you reply from the dashbo...
  • Editing Customer Conversation Subject and Message

    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...
  • 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 Conversations

    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 New Messages in Re:amaze

    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

    Re:amaze 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 "Email Channels". Click on "Manage Settings" for the email channe...