Reply to an email and choose who gets it
Your reply starts with the same people Reply all would reach. Change who gets it in a couple of taps, and the ticket stays about the same customer.
Before you start
- Your support email is connected (see Connect your support email), so customers' emails arrive as tickets.
Steps
Each short video shows the steps named on it. Press play to watch; the videos have no sound.
Open Inbox ▸ Tickets and open the email. Everyone who wrote or was copied in shows in the conversation.
Press the reply box. The line at the top that starts with To says who gets your reply: whoever wrote last is in To, and everyone else on the email is in Cc.
Press that line to open the To, Cc and Bcc fields.
Press a name, then To, Cc or Bcc to move that person. Press × next to a name to leave them off this email.
To add someone, type their address in To, Cc or Bcc and press Enter. Chattoko tells you they're new to the conversation: they'll see the earlier email quoted in your reply.
Write your reply and press Send. Your next reply starts with the same people, until someone writes back.
Check it worked
Your reply shows in the conversation with Cc: under it, and To: when it went to someone other than the customer. It says Delivered once it arrives.
If it didn't work
- It says Add someone to To.
- Every email needs someone in To. Press a name in Cc and choose To, or type an address in To.
- The person who wrote last isn't in To.
- An out-of-office or other automatic reply, a reaction such as a thumbs-up, someone who wasn't on the email, or an email that failed the sender check doesn't change To. Move them yourself if you want to answer them.
- I left the customer off. Is the ticket still theirs?
- Yes. The ticket stays about the same customer, with their orders and history. They stay off your next replies until they write in again.
- It says a receipt goes only on an email the customer also gets.
- A receipt belongs to the customer. Add them to To or Cc, or take the receipt off.
Related
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