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Respond to incoming messages
Respond to incoming messages
Sharon Brakha avatar
Written by Sharon Brakha
Updated over a week ago

About

Here is how you can respond to incoming messages. 

Basics

  • Relevant team members are automatically notified via email when a new message arrives. 

  • Reply on messages directly from your Blackbell back-office interface.

How to 

▶︎ Quick path: E-Commerce > Messages > Mailbox

Processing a message can mean different things:

  • reply: a reply is sent to the user. The message status automatically changes to processing.

  • change of label:  by default, all messages received have no label. As soon as the label of a new message is updated (turn into ASAP, Action, or w-REPLY) , the message status automatically changes to processing. Even if you haven't answered yet.

  • manual change to processing: by clicking on the top-right button, you can manually change a new message to processing.

How to close a conversation

Once you have answered all the questions of a user and think the conversation is over, you can easily close the conversation.
You will be able to find a closed conversation by using the search module.

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