External message

Linking - Koppelen

The procedure to send an email to an external party (e.g. Monta, Dab) is described below.

There are 2 options: forwarding the complete message and sending a new conversation.

When using Forward, the messages are automatically connected. When creating a new conversation, you need to do this manually.

Forwarding a complete conversation

This is the quickest way to send an external message. Keep in mind that all text from the customer can be read by the external party.

A pop-up will appear where you can add the email address and text (like a regular email)

NOTE: it is possible to partly delete the forwarded text, if needed.

At the bottom of the message, you can click on the arrow and select 1 of 2 options:

Send: the email is sent and the messages remains in your assigned inbox. You will now see the original ticket + the forwarded message in your inbox.

Send and Close: the email is sent and closed automatically. You only have 1 mail in your assigned inbox.

In the right menu, a new field is added "Linked conversations"

You can easily switch from one conversation to the other by clicking on the ticket number

If needed, it is also possible to send a new / empty message, See below how it works:

In this example we will show you how to send an email to Monta to ask about the status of a parcel

a new conversation needs to be created. Click on "start conversation"

a pop up will open. Write the message to the external party and send it

The new conversation will be automatically assigned to you.

Copy the ticket number at the right top

Go back to the original message

In the original message, go to the 3-dot menu and select Link conversation (Koppelen)

Now paste the ticket number in the search bar

The ticket you created to the external party will show

Now click on Link to link it to the ticket

NOTE: you can also search via email address, names etc. With the ticket number, only 1 ticket will appear

In the menu on the right, a new item will appear: Linked conversations

All the linked conversations will show here

NOTE: Linking (koppelen) can also be used when a customer uses 2 different email addresses

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