Conversations and Handling

• Understanding Conversation States

  When transitioning from another helpdesk platform, it's helpful to understand how conversation states work in Re:amaze. Each state serves a specific purpose in your workflow, helping you manage and prioritize support conversations effectively.

• Participating in Conversations

  Participating in a conversation makes you a follower without being directly involved as a recipient. You will continue to receive notifications when customer messages arrive and when staff replies are sent.

• Replying to Conversations

  You can reply to conversations from the Re:amaze dashboard, through your email, or through the Re:amaze mobile app.

• Forwarding Conversations

  You can forward conversation replies to third parties directly from your Re:amaze dashboard. This is useful when you need to start a side conversation with someone outside your team while keeping the original conversation thread intact.

• Assigning and Reassigning Conversations

  Keeping conversations assigned to the right teammate is critical for ensuring customer requests do not get missed. Unassigned conversations can fall through the cracks and negatively impact your support performance. When a conversation is assigned, the assignee will receive a notification.

• Moving and Merging Conversations

  Move a conversation Customers sometimes message the wrong channel. For example, a customer might reach out to sales@acmecompany.com instead of support@acmecompany.com. You can move a conversation from one channel to another. Note that this is only available for email and embed conversations. Yo...

• Set a Conversation Reminder

  You can alert yourself or another staff member about a conversation at a future date and time by setting a reminder. Conversation reminders let you follow up on messages at a later date without losing track of them.

• Add Attachments to Conversations

  You and your customers can upload attachments to Re:amaze conversations using the drag and drop area below the reply box, or by selecting the attachment option in the same section.

• Add Recipients to a Conversation

  Rather than a traditional CC field, Re:amaze lets you add additional recipients directly from the reply header by entering their email addresses. If you have communicated with a recipient previously, their name will automatically populate as you type. Note: Re:amaze does not currently support add...

• Conversation Permalinks

  A Conversation Permalink is a running snapshot of an existing conversation that you can share and view through a secure URL. This is useful when you need to share the contents of a thread with someone outside your team without giving them full access to your Re:amaze account.

• Send an Outbound Message

  You can manually send outbound messages to customers directly from your Re:amaze account. This is useful when you need to reach out to a customer who has not previously contacted you. Re:amaze does not support bulk outbound messages or mass emails.

• Log a Message

  If you had a conversation with a customer in person or over the phone and want to log what was discussed, the Log Message feature lets you create a record of that interaction directly in Re:amaze.

• Mark Conversations as Spam

  Re:amaze offers automatic spam filtering for your email channels. Spam filtering must be enabled before you can manually mark conversations as spam.

• Delete Conversations, Messages, and Attachments

  Important: Deletion of data in Re:amaze is permanent and cannot be reversed or retrieved once deleted. Delete a Conversation To delete a conversation, you must first archive it. Open the conversation thread and select Archive from the top toolbar. Once the conversation is archived, select De...

• Unverified Sender Alerts

  Re:amaze can identify email messages that fail authentication checks and may have been sent using a spoofed sender address.