The messaging section allows you to communicate with your customers directly, and all your conversations stay archived so you have a clear picture of the requests that have been answered and those that are pending.
Send a message
To start a new conversation:
- Go to the "Messages" section
- Select "Create"
- Fill in the details and the message you wish to send
- Press "Create"
If your message requires a reply from your recipient/customer set the status of the message as "Attentive".
Once the chat request has been processed, you can finish the conversation by selecting the "Answered" status.
Incoming messages
To view incoming messages and reply to them, select "View" in the conversation you have created, then continue to the "Comments" section.
In the "Comments" section the fields are displayed:
- Write a new comment: Here you record the answer you wish to give
- Add your files here: You can attach files and images related to the chat
- Comments: Here is a full history of messages that have taken place in the chat
To enter your own reply to the chat, add your text in the "Write a new comment" field, select files (optional) and select "Create comment"
To download a file from a comment, click on the file icon.
Chat notifications
For all incoming messages/comments, the accounting department receives a notification via email and more specifically to the notification email you have registered in the "Organization settings" section of your admin profile.
At the same time, when you create a new conversation, you can specify which administrator will take over that conversation. For each new comment that the customer adds to the specific chat, in addition to the admin's email, the responsible administrator is also informed via email and via a notification in his/her profile.
In case you think that a conversation should be notified to all administrators of the accounting office and not only the designated manager, you can select "Notify administrators".
If you want all administrators to receive a notification/knowledge of a conversation that has already been posted, follow the steps below:
- Go to "Action Selection"
- Select "Send a notification to administrators for a new message"
- Press the execute button "▶"
- Select "Perform action"