Reply and Add Notes to Conversations
In Richpanel, conversations are your interactions with customers, which you might know as tickets or emails. Whether you're handling emails, phone call notes, or live chats, all these are considered conversations, and the process for replying or adding notes to any of them is consistent.
Reply to a Conversation
Reply to a live chat conversation
Live chat happens when a customer is active on our support platform and has messaged you for immediate concerns. They require a prompt response, so please make sure to reply as soon as possible.
Reply to an email conversation
Email conversation is less time-sensitive that provides the opportunity to offer detailed and thoughtful responses. When replying to emails, take your time to address all customer concerns thoroughly.
Text Formatting
Formatting | Details |
Bold | Highlight text and click the bold icon (usually represented by a "B"). |
Italic | Highlight text and click the italic icon (usually represented by an "I"). |
Highlight text and click the strikethrough icon (usually represented by a "S" with a line through it). | |
Underline | Highlight text and click the underline icon (usually represented by a "U"). |
Attachment | Click the attachment icon (usually a paperclip) to add files or images. |
Direction Right | Align your text to the right by clicking the right-alignment icon. |
Ordered List | Create a numbered list by selecting the ordered list icon (usually represented by numbers). |
Bulleted List | Create a bulleted list by selecting the bulleted list icon (usually represented by bullets). |
Remove Styles | Remove any applied formatting by selecting the remove styles icon (usually represented by a "T" with an eraser). |
Formatting Menu
Shortcut Menu
The Shortcut Menu in Richpanel’s Inbox is designed to streamline your workflow and help you move through the options efficiently. You can access the Shortcut Menu by clicking on the three horizontal dots located in the chatbox.
Here’s a quick overview of the available options:
- Insta Action ("/")
- Quickly perform actions like assign a conversation, mark as priority, view last order, or close the conversation.
- Attachment Option
- Attach files such as invoices, receipts, or any other documents relevant to the conversation.
- Emoji
- Add emojis to your messages to convey tone and personalize your communication.
- Tokens ("%")
- Insert dynamic placeholders like the customer’s first name, last name, order ID, and more to customize responses efficiently.
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Add an Internal Note
Internal notes allow team members to leave private memos within any conversation. To add a note, click "Private Note”, in the reply box.
If you're in the middle of writing a reply, you can switch directly to the private note option.
When adding a note, the editor window will be highlighted in yellow, making it easy to distinguish from regular replies.
Sending a Reply
When replying to a conversation, you have multiple options to manage your response:
- Direct Send: Instantly send your reply to the customer with a single click.
- Save as Draft: If you're not ready to send your reply, choose "Save as Draft" to come back and finish later.
- Send and Close: Use this option to send your reply and simultaneously close the conversation, marking it as resolved.
