typework⌘ K
Day-to-day work
Reply to a customer with confidence
Find the conversation, decide who replies, and check what was actually sent.
Find the right conversation
Open Inbox. Use search, unread or the available channel and status filters to find a customer. Confirm the person and channel before replying, especially when the same customer contacts you in more than one place.
Choose who replies
| Control | What it means |
|---|---|
| Auto-reply on | The connected assistant may reply automatically to this conversation. |
| Auto-reply off | Turn off automatic replies for this conversation while a person handles it. |
| Draft reply | Ask for a suggested reply, then read and edit it before sending. |
Turn automatic replies off before taking over a conversation. When you are ready to hand it back, turn them on again and verify the switch saved.
Review a reply before sending
- Read the latest customer message and the earlier context.
- Check the draft’s price, availability, recipient and any attached page or file.
- If a review card is shown, use its edit or reject option if needed. Approve and send starts sending the reviewed reply.
- Check the resulting message status. A draft or pending review is not a sent message.
If delivery fails
Open the failure details. For a partly failed reply, check which parts were sent before retrying. Confirm the connected account is still active. If the channel asks for an approved message template, use a suitable available template or ask support.