This guide explains how to start a new conversation (email) with a customer, using the email address available in their profile.
Prerequisites
- The customer user must be registered in the system and have a valid email address associated with their profile.
Step-by-Step Procedure
1. Start a new message:
In the conversations section (on the left), click the <i class="fa fa-plus"></i> New message button.
2. Select the message type:
A dropdown menu will open. Click on the appropriate message type for sending emails (for example, "Email" or the specific title configured for electronic mail communication).
3. Select the recipient:
In the appearing section, search for and select the desired customer in the field labeled Select recipient.
4. Enter the subject:
In the Conversation subject field, type a clear subject for the email. This field is mandatory.
5. Configure CC and Replies (Optional):
- If necessary, in the Recipient in copy (CC) field, you can enter additional email addresses that will receive a copy of the message.
- In the Receive replies at field, verify or modify the email address where customer replies will be sent.
6. Write the message:
Use the text area below, labeled with the placeholder Write your message here..., to type the content of the email.
- Tip: You can also click on the Actions or Import template button to insert predefined content.
7. Send the email:
Once you have completed your message, click on the <i class="fas fa-paper-plane"></i> Send button.
The message will be sent and a new conversation will appear in your list. If sending is successful, the chat view will automatically update showing the newly created conversation.
