You can reply to conversations from the Re:amaze dashboard, through your email, or through the Re:amaze mobile app.
Dashboard replies
When replying from the dashboard, Re:amaze sends your message to the customer and other conversation recipients. It also sends relevant notifications to other staff members and an email echo if that setting is enabled, keeping all threads in sync.
Re:amaze offers the following reply commands:
- Reply and Reopen (if already resolved)
- Reply and Archive
- Reply and Go Back
- Reply and Go to Next
- Reply and Leave Assignee Unchanged
- Reply and Unassign
- Reply and Reset Assignee/Status
- Reply and Remind
Use Reply and Remind
Selecting Reply and Remind puts the conversation on hold after your reply. You will be reminded to follow up based on your default reminder time, which can be configured by navigating to Settings > Personal Settings > Customization and scrolling to the Default Reminder Time section. Available options are 1 day, 3 days, 1 week, 2 weeks, and 1 month.
Email replies
You can reply to conversations directly from your email client by selecting reply or reply-all depending on your email client. Your response will be routed through Re:amaze and delivered to the customer and staff.
You can also use special syntax at the beginning of your message to control the conversation state, just as you would from the dashboard:
#noresolve— reply and set the conversation to Unresolved or Open in Re:amaze#note— send the message as an internal note rather than a reply to the customer#add:someone@example.com— add an active participant to the conversation#archive— Reply and Archive the conversation in Re:amaze
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