Email and the chat widget
In short. Emails and chats become tickets on the right brand. Replies thread back to the same ticket, and automatic replies never start a loop.
- An email to a brand’s support address becomes a ticket for that brand. A new sender becomes a customer the first time they write.
- Replies from the customer join the same ticket, and the quoted part of their email is left out.
- Attachments are kept with the message.
- Out-of-office and other automatic replies don’t create tickets.
- Your replies go out from the brand’s address, with the ticket number in the subject.
An email to a ticket that is waiting or solved opens it again. An email to a closed ticket starts a new ticket, linked to the old one.
Replies written by the agent or the answer library are marked as automatic, so a customer’s own auto-responder doesn’t answer them.
The chat widget
- Each brand’s widget works only on the websites you list for it.
- While a customer types, matching library answers are suggested.
- A chat becomes a ticket, and replies from the agent and your team appear in the chat.
- If your website tells the widget who the signed-in customer is, the agent can help with their account. Otherwise it answers from public information only.