How to answer customer messages in the TourTask Inbox

• Active, Closed and Spam sort the conversations.
• Hide AI-handled, on when the Inbox opens, leaves out the conversations the assistant is handling on its own. One appears as soon as the assistant asks for a person.
• A conversation waiting for a person shows Open and stands out in the list. The assistant keeps answering it until someone takes it over.
• The red number on Inbox in the menu counts the conversations waiting for a person, plus yours with unread messages.
• Keep Available on while you answer: your website chat then shows visitors We're online.

1. 1

   Open it

   Click the conversation. Where the assistant handed it over, a Handover summary says what the customer wants, what the assistant tried and the next step.

2. 2

   Take it over

   Click Take over. The assistant stops answering this conversation, and the reply box opens. On a colleague's conversation, Take over makes it yours.

3. 3

   Reply

   Type your message and send it. It reaches the customer on the channel they wrote from.

In a website chat, the grey check on your reply turns green once the visitor has seen it.

• Hand over gives a conversation you hold to a colleague. The colleagues online now are marked green.
• Close conversation ends it. A website visitor can then start a new one. On the other channels, the customer's next message reopens it, and the assistant answers again until someone takes it over.
• Mark as spam moves it to Spam and silences the assistant on it. Not spam undoes it.

Click the customer's name at the top of the conversation. Its card shows the channel they wrote to, their first contact and what the channel tells TourTask about them:

An e-mail address or phone number they give the assistant later is added too. Beside an e-mail address, Send e-mail writes to them from TourTask.