Client Messages¶

Clients Messages can come from:
1) completing the online form by the client
2) an email sent by the client to an address such as support@numesite.ro (it requires server side configuration), and the message is registered in backend similar to a ticket

The answers of the operator and of the client to the initial message will be displayed chronologically within the same topic, being able to track conversations history until the topic is closed by the operator.

In order for a message to be taken only by an operator at a time, when an operator clicks on a message, the topic is blocked, the operator becoming responsible for that message. All other operators will see the message "Message blocked by operator X".

Depending on their status, messages can automatically receive the following possible statuses:
- "In Progress" - default status, assigned once the operator blocks the topic by clicking on a new message OR receiving a response from the client on the same topic
- "Open" - default status for new messages not received by any operator
- "Open + In Progress" - filter that cumulates messages with the 2 statuses
- "Closed" - default status, with the first response given by the operator

To close a topic that was answered from a different channe than the backend, it is necessary to click on the button on the upper right, "Close this topic".

If you have new messages received from clients or messages "In Progress", you will be notified in Dashboard, in the "Customer messages" area.
To access from the menu all the messages of the clients according to their status, the source or the department to which they are addressed, go to Clients / Client messages.
Also, from this section there is the possibility to filter all the messages of a specific customer, entering their ID in the search field "Customer ID" or to search all the messages regarding a specific product (if the source of the message is the product page ), entering its ID in the search field "Product ID".

To view a received message and respond to the customer, click on the message ID:

In the top area of ​​the page "Reply to customer messages" you can access customer information, the history of their messages and orders.
To reply to a received message, enter the text in the "Add new message" box. There is also the possibility to create and save predefined answers (templates).

Depending on its content, the message can become and act as a command (the button "Turn this message into command") or it can be redirected to another department to appear in the updated Dashboard.