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Reply to a customer chat

Answer a customer who wrote from their account, with text, a quick reply, a photo or a PDF, then assign, link or close the chat.

How toUpdated

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Reply when a customer writes to you from their account. The Inbox item in the menu shows how many conversations have unread messages, and the Dashboard shows customer chats wait for a reply.

Before you start

  • You need permission to chat with customers.
  • The customer account must be switched on (Settings → Customer portal and loyalty → Customers can sign in).

Steps

  1. Open Inbox from the menu. To see only the chats that wait for you, press Unread.
  2. Press the conversation. It opens next to the list and its messages are marked as read.
  3. Read the customer's messages. Check the bookings under the header: they show each booking's trip, date and the amount still due.
  4. Type your answer in the reply box. To use a ready answer, press Quick replies (the note icon) and choose one: it is added in the customer's language, with their name filled in. Change it if needed.
  5. Press Send, or Ctrl Enter.
  6. To send a photo or a PDF, press Attach a file and choose the file. It goes at once, with any text in the reply box.
  7. If the chat is about one booking, press Link a booking (the link icon) and choose it.
  8. To hand the chat to a colleague, choose them in Assigned to. The message Assigned appears.
  9. When the question is answered, press Close. The message Conversation closed appears.

After you reply

  • Your message appears in the chat with your name and Sent under it. It changes to Seen by the customer once they read it in their account.

  • If the customer is in the app, they see your reply at once. If they are away, a message tells you what happened to the notice of your reply (by WhatsApp when they have a mobile number, otherwise by email):

    • Sent. The customer is away, so a WhatsApp message told them about it. (or an email): the notice went out, with the start of your reply and a link to the chat.
    • Sent. The customer was told about a reply in the last 15 minutes, so no new notice went out.
    • Sent. The customer is away and has no mobile or email, so they will see it when they open the app.
    • Sent in the app. The customer is away, but a WhatsApp message could not go out automatically (that channel is not connected), so they will see it when they open the app.: your agency's WhatsApp or email is not connected to send by itself.
    • Sent in the app, but the notice by a WhatsApp message failed. See Settings → Data → Messages.: the channel failed; check the reason there.

    See Inbox questions for when the notice is sent.

  • A conversation nobody was assigned to is assigned to you when you reply.

  • Replying to a closed conversation opens it again.

If something goes wrong

  • Send stays grey: the reply box is empty. Type a message, or attach a file.
  • Send a photo or a PDF: the file is not a picture (JPEG, PNG, WebP, GIF or HEIC) or a PDF. Save it as one of these.
  • This conversation could not be opened: the conversation no longer exists, or the customer belongs to a branch you do not cover. Go back to the list.
  • Quick replies is missing: your agency has not added any yet. See Inbox questions.

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