Replying to conversations is easy! You can reply to conversations from the Re:amaze dashboard, through your email, or through the Re:amaze mobile app.
When replying from the dashboard, Reamaze will of course send your message back to the customer (and other conversation recipients). Additionally, it will send out relevant notifications to other staff members, as well as an echo to your email (if turned on) so all threads are in sync.
Re:amaze offers several reply commands:
- Reply and Reopen (if already resolved)
- Reply and Archive
- Reply and Go Back
- Reply and Goto Next
- Reply and Leave Assignee Unchanged
- Reply and Unassign
- Reply and Reset Assignee/Status
- Reply and Remind
Using Reply and Remind
By selecting Reply and Remind, the conversation will be put on hold after you reply to a customer. You'll be reminded to follow up on the conversation based on your default reminder time, which can be found by navigating to Settings > Personal Settings > Customization.
From this page, scroll down to the Default Reminder Time section and select from 1 day, 3 days, 1 week, 2 weeks, and 1 month.
Replying via email is very straightforward. You can simply hit reply or reply-all, depending on your email client, and your response will be routed through Reamaze and back to the customer + staff.
You may use special syntaxes that precede your message content to control the conversation state as if you were replying via the dashboard. For example:
#noresolve(to reply but set the conversation in Reamaze to unresolved or open)
#note(to send the message as an internal note rather than a standard reply to the customer)
#add:firstname.lastname@example.org(to add an active participant into the conversation)
#archive(to reply and archive the conversation in Reamaze)