How to manage messages?
The Messages system within the customer module is a messaging system that allows customers to contact you directly from the website. Messages are usually sent from a contact us form, there is a separate enquiries module for customers that rely on enquiries as a form of conversion on their site which can be attached to a product if it is bespoke or high value or lead to appointments. For a standard transactional website, this messaging system, keeps it simple to allow responses to be sent from contact us requests.
Manage Messages
The messages section contains the messages sent in from the contact us form, these can be filtered by customer email, status, responded, closed and date started and ended. There is the option to reply to the message, edit the status or close the request.
Manage Templates
Templates are a set email response for a contact us request. These are useful for specific requests such as catalogue request where the response to any customer is likely to be the same. They can also be used to set an expectation of when the customer can expect a reply. Such as "We have recieved your contact us request, we will respond in 3-5 business days". To add a template, click add template then there is the option to add the title, message and the subject will appear under the type dropdown.
Manage Subjects
The subjects is a list of different type of subjects customers can email about, for example a catalogue request or order query or problem with the account. These subjects are chosen by the site owner and any subject can be added by clicking add subject.
- Go to Customers > Messages > Click Add Subject.
- Add the subject name in title.
- Rank controls how far it appears down the contact us list.
- Click Save.
After adding Subjects these can be edited by selecting the subject and clicking edit.