Understanding Conversation States
Re:amaze Conversation States
When transitioning from another helpdesk platform, it's important to understand how conversation states work in Re:amaze. By understanding Re:amaze's conversation states, you can effectively manage and prioritize your support tickets, streamline your workflow, and pr...
Participating in Conversations
What is participating?
Participating in conversations makes you a follower of a conversation without being involved as a recipient. You'll continue to get notifications when customer messages arrive and when staff replies are sent. Participating is a great way for managers to stay involved in a ...
Replying to Conversations
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 recipi...
Forwarding conversations outside of Re:amaze
You can forward conversation replies to third parties within your Re:amaze dashboard. This is helpful when you need to start a side conversation with a third party but keep the conversation thread intact. Third parties who receive your forward will be...
Assigning and Reassigning Conversations
Making sure conversations are assigned to the right teammate or staff agent is critical for not losing track of customer requests. Unassigned conversations can easily slip through the cracks and affect your brand and support performance. Conversations that have been assig...
Moving & Merging Conversations
Customers will sometimes message the wrong channel for support purposes. Maybe they reached out to email@example.com instead of firstname.lastname@example.org. Don't worry, you can easily move conversation from channel to channel (email and embed conversations only).
You can m...
Setting Reminders for Conversations
You can alert yourself or another staff member about a conversation at a future date and time by setting a reminder. This is very useful if you want need to follow up with a customer and don't want to forget about them. Conversations with active reminders will be set to an "on-hold" status and wi...
Attachment Format and File Size Limit
You and your customers can upload attachments into your Re:amaze conversations using the simple drag and drop section beneath your conversation reply o by clicking on the paperclip icon on the customer side.
The file size limit on Re:amaze's end is 100MB so you can upload and send big files as l...
When you reply to a conversation, your reply goes to conversation recipients. Recipients may be your customers, internal staff members, or third parties. Recipients are very versatile in Re:amaze. We've gotten rid of the concept of CCs to make your workflow simpler. When you reply from the dashbo...
Editing Customer Conversation Subject and Message
You can easily edit the subject line and content of a customer conversation/message by clicking on the edit link. The edits made here are strictly for internal purposes and do not change the actual subject line or message content. Use this feature to make sure what the customer wrote aligns with ...
Conversation Permalinks are running snapshots of an existing conversation that may be shared and viewed only through a secure URL. This is useful when you need to share the contents of a thread without giving access to a party reply-to privileges. You can modify the privacy setting for your Perma...
Sending Outbound Messages
You can manually send outbound messages to customers within your Re:amaze account. This is helpful when you need to reach out to a customer if they did not previously engage with you. Re:amaze does not support bulk outbounds or mass emails.
How to send an outbound message
From your Conversation...
Logging New Messages in Re:amaze
If you had a conversation with a customer at a coffee shop or on the phone and wish to log what was discussed as a conversation then the "Log Message" feature is perfect.
To log a message, click on the "New Message" dropdown and select "Log Message."
How to log a message
Select the channel y...
Marking Conversations as Spam
Re:amaze offers automatic spam filtering for each of your email channels. In order to manually mark conversations as spam, you'll need to first enable automatic spam filtering.
To turn on spam filtering:
Go to "Settings" and then "Email Channels."
Click on "Manage Settings" for the email channe...
How to Delete Conversations, Messages, and Attachments
NOTE: Deletion of data in Re:amaze is permanent and cannot be reversed or retrieved once deleted.
Deleting a Conversation
In order to delete a conversation from your inbox, you will first need to archive it. To archive a conversation, you can navigate into a thread and click on the "Archive" bu...