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- Forward this discussion to an employee. From the moment an employee has started replying to a customer message, he becomes in charge of the customer's request. If during the discussion it turns out another employee should handle it instead, you can use that drop-down menu to attribute it. That other employee will receive a notification about it.
- Change status of message. A can apply a handful of color-coded status to a discussion, in order to quickly sort them and thus handle them quicker. There are 4 available statuses:
- Open. The issue is still going, or has not yet been answered.
- Closed. The issue is been resolved.
- Pending 1 and Pending 2. The two statuses are internal: their meaning is up to your team. You may even choose to not them, and only rely to "Open" and "Closed".
- Essential details are available:
- Customer name (used as section title) and ID.
- Sent on. Date of the latest message in the discussion.
- Browser used. this can be very useful when having to debug an error on your front-office.
- Subject.
- The default subject for a new discussion thread is the one chosen by the customer when choosing a contact. If it turns out it was not the right choice, you can change it use this drop-down menu. For instance, the customer chose to write about "customer service", whereas the discussion is mostly about "webmaster" issues.
- Thread ID and Message ID. These help you count the number of needed exchanges to reach a conclusion for the customer's issue.
- Message. Finally, the message itself.
Clicking "Reply to this message"
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will display a form with your default message
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. The default message is set in the "Contacts" page as set in the "Contacts" sub-tab).