Sending Messages to Clients

If necessary, you can send messages to clients from the chat history. For a closed thread, you can send a client a message via the channel they used (WhatsApp, Telegram, Instagram, web application, etc.), but you cannot do this for a thread in progress. However, if a client has their email address specified in their profile, you can send them an email at any time regardless of whether the thread with them is closed or still in progress.

Sending Messages via Selected Channel

1. In the Threads list on the History tab, click a thread in which you want to send a message. Note that the thread must be closed (that is, it must have the Closed status).
2. In the thread header, click Thread actions and select Message client.
3. If several channels are available, select the one you would like to use to send the message.
4. Enter the text of your message and add attachments, if necessary.
   
   
5. Click Send.
   
   The system sends the message from your name (as a supervisor) and displays it marked as Outgoing in the thread with the client.
   
   

Sending Emails

1. In the Threads list on the History tab, click a thread with the client you want to send an email to. Note there must be an email address specified in the client profile.
2. In the thread header, click Thread actions and select Message client.
3. If several channels are available, select E-mail message from the drop-down.
4. Click Select a sender and select an email connected to the system from which the client will receive this email.
5. Specify the email subject.
6. If necessary, add addresses if the bcc recipient(s) in the respective field.
   
   You and agents can see the information about the bcc, but the clients cannot. Further, when you, other supervisor, or agent opens the chat history with this client, the information about the bcc and its recipient(s) will be displayed there.
7. Enter your message in the Your message field.
   
   
8. Send the email.