Sending and receiving emails and messages in Concierge Support

Concierge Support is where you will manage all of your customer interactions. 

Concierge Support currently supports the following channels for messaging customers: 

• Email
• SMS
• WhatsApp

Incoming emails / SMS / WhatsApp

• Incoming emails, SMS or WhatsApp messages are distributed using the Round Robin method to agents.
• When you are assigned an email, SMS or Whatsapp message, it will automatically appear in your Tasks Queue.

• You will see two buttons underneath the email/message: Accept or Reject.
• To handle the message, press Accept.
• The message/email will open in the Contact Timeline.
• If this is not the first communication with the customer, you can review any previous communication with the specific customer from there to get more context. 
• If you don't want to deal with the email/message, click Reject to remove it from your Tasks Queue. The email/message will then be added to the Task Queue of another agent.
• Once you have dealt with the email/message, click Complete. This will remove the message from your Tasks Queue.

Outbound emails/SMS/WhatsApp 

If you want to send an email to a customer, there are two ways to do so:

1. Email/message manually 
2. Emailing/message an existing contact.

Email/message manually

• Click the Message button in the top-right corner
• Choose the type of message you want to send from the dropdown (Email, SMS, WhatsApp).

• A composer window will appear.

• Fill in the relevant fields , depending on the type of message you are sending:
  • To - enter manually the email address or phone number of the recipient of the email/message 
  • Subject (email only) - enter the subject of the email to be sent
  • Message - enter the content of the message you want to send 
• Click Send or Send email to send.

Email/message an existing contact

• Search for the contact using the Search icon at the top of Concierge Support.

• Select the relevant contact from the dropdown.

• Click on the relevant icon for the type of message you want to send (Email, Text, WhatsApp).

• The composer will appear with the To field already populated.
• Manually add a subject in the Subject field if you are sending an email.
• Compose your message in the Message field for all message types.
• Click Send or Send email.
• 

Discarding an email/message

• If you change your mind about wanting to send a particular email or message, you can click Discard on the composer.
• You will see a warning message asking you if you want to discard your draft. 
• Click Discard if you want to remove the draft.
• Click Cancel to continue working on the email/message.

Message records

• Both incoming and sent emails/SMSs/WhatsApp messages are added to a contact's Contact Timeline.

• If it's the first time you are emailing or messaging the recipient or they are emailing or messaging your company, i.e. they are not an existing contact in Build Concierge:

  • a contact will automatically be created; 

  • the email or number which was used to send the message will be saved against the contact; and

  • the message sent will be the first entry in the contact's Contact Timeline.

• Each email entry includes who the email was sent from, who it was sent to, the subject line, and the time the email was received or sent.
• Clicking on the arrow will expand the entry to show the full content of the email.

• Each SMS/WhatsApp entry shows who it was sent from and to, and the start of the message contents. 

• Clicking on the arrow will expand the entry revealing the full content of the messag.