Back Office Main Menu

From the back office go to the customer ordering and select Customer Messages.

Customer Messages Main Page

From the main screen of Customer Messages you can see the latest customer queries that have come in. By default it will show all unresolved messages.

At the top left of the screen is a section where you can filter and search for messages:

· Search for messages of a specific type by changing Query Type (e.g. Order Queries, Customer Queries, Contact Us Queries or all).

· Filter on the Status of the messages (e.g. Open, Closed or all).

· Search for messages created by a specific customer by filtering on the Customer Details, Surname, Post/Zip Code.

· Choose a specific Order Number.

· Show only those created after a specific date by setting Show After Date.

Messages Screen

To see the details of a customer message or to reply to one, you can click the [SHOW] link in the details column.

The below screen will show a list of messages between the customer and the operator. It will also show the name and address of the customer and the order number if the message relates to an order query. You can also see if a message has been forwarded and where to.

You can reply to the message thread by clicking Reply and entering a message.

If you want to add a pre-made template to your message then you can do this by clicking the Templates link. Select a template you wish to use and press Use Template.

Press Add Message to send the reply to the customer which will also send the customer an email.

If you want to maintain your message templates you can do this in template maintenance. There is a link at the top of the home screen and will be discussed further in Message Templates.

You also have the option to forward a message on to another department or recipient. Instead of clicking reply, you can press forward message which will allow you to select a forwarding address from the drop down.

You may enter a message: this will be sent to the forwarding address in addition to the original query. Press Send to add send the message.

You can also press Close Query which will mark the message thread as resolved and you will no longer be able to reply. Once the message has been resolved either by the customer or by an operator you will be able to pick orders which were previously marked as held.

If you want to maintain your forwarding addresses you can do this in forwarding maintenance. There is a link at the top of the home screen and will be discussed further in Message Forwarding.

Create Messages

On the home screen there is a Create Message link, which you can use to initiate a message thread with a customer.

This will take you to a selection screen with a choice of Order Query, Customer Query and Email Only.

If you select Email Only you will be asked to enter an email address where the message will go to. You can also enter the customers name as it will appear on the email (optional).

If you select Order Query you can search for the customer or order by entering details into the filter boxes.

If you enter a valid order number it will take you to the next screen. If you search for customer it will show you a list of orders that the customer has ordered. Click Select next to the order number you wish to create a query against to go to the next screen.

If you select Customer Query you can search for a customer. You will be given a list of customers matching the criteria. Click Select next to the customer you wish to create a query against.

Whichever of the three option above you choose you will now to taken to the screen where you create the message itself.

You will also have access to templates, but not forwarding. Enter a message for the customer and press Add Message. An email will be sent to the customer’s email.

You can also create a query message from customer order enquiry. On the customer screen you can view messages for this customer or create a new one.

Also the on the order screen there is a similar option to view and create messages for this order.

Message Templates

You can set up message templates to be used when reply and creating new messages to customers. In the top right corner of the home screen are two links. Click Maintain Templates.

You will be given a list of templates. Click Create New to create a new templates. Click Change in the edit column of any template you wish to modify. If you wish to delete a template you can tick the box in the right most column and then press the Apply button at the bottom.

When you create a new template or change one you will be given a box where you can enter the required details.

Template Title is used to show the short description that will display when showing the list of templates to select when replying or creating a message.

Template Text is the text that will be added to the message.

On the right hand side is a list of possible place holders you can use. For example typing in [Customer Name] will replace the place holder text with the customer’s name.

Press Update the save your changes.

Message Forwarding

You can set up your forwarding addresses that can be used to send a customer’s message onto the relevant department. In the top right corner of the home screen are two links.

Click Maintain Forwarding.

You will be given a list of forwarding address. Press Create New to create a new address.

Click Change in the edit column of any address you wish to modify. If you wish to delete an address you can tick the box in the right most column and then press the Apply button at the bottom.

When you create a new address or change one you will be shown this screen.

The Description is used to show as a human friendly description. This could be a department name or a person.

Email Address is the address where the customer message will be forwarded to.

Press Update to save your changes.

Notifications

At the top of the most screens there will be a link for showing all unresolved messages. This will show at all times if there are outstanding messages. Note: this won’t be displayed in telesales.

Important! Remember you will not be able to pick or despatch orders which have unresolved queries held against them. Messages must be marked as resolved by the customer or closed by the operator before they can be processed.

There is the box that will appear in the top right if there are orders that are held with a query.