{"id":56259,"date":"2021-10-19T07:45:44","date_gmt":"2021-10-19T07:45:44","guid":{"rendered":"https:\/\/www.sogolytics.com\/help\/?page_id=56259"},"modified":"2025-04-29T07:46:11","modified_gmt":"2025-04-29T07:46:11","slug":"how-to-reply-to-a-customer","status":"publish","type":"page","link":"https:\/\/www.sogolytics.com\/help\/how-to-reply-to-a-customer\/","title":{"rendered":"Reply to a Customer"},"content":{"rendered":"<p>If you have reviewed a Dialogue and determined that you are the best person to respond to this Customer, follow the steps below.<\/p>\n<ol>\n<li>Click on the blue\u202fReply to Customer\u202flink at the bottom right-hand corner of the original message.\n<ul>\n<li>If the text is grayed out, then check to see if the customer submitted the Dialogue anonymously or did not give an email address as their contact information. Also check to see the status of the Dialogue, if the Dialogue is already Closed, then Reply to Customer will not be available.<\/li>\n<\/ul>\n<\/li>\n<li>By default, the subject line will appear as \u201cRe: [original subject]\u201d. This subject line is editable.<\/li>\n<li>Provide an original response by typing in the text box provided.<\/li>\n<li>Choose from a saved response by clicking on the menu titled\u202fResponse Template\u202fin the top right corner of the text box.\n<p><img decoding=\"async\" class=\"aligncenter\" src=\"\/help\/wp-content\/uploads\/2023\/08\/SC41.1.png\" \/><\/p>\n<ul>\n<li>Tip: Use the search box to quickly find the right template for your response.<\/li>\n<li>If this menu does not appear, no Response Templates have been saved by your System Administrator or Team Owner.<\/li>\n<\/ul>\n<\/li>\n<li>Review the response and send.\n<ul>\n<li>Click\u202f<strong>Send as Closed<\/strong>\u202fif a customer response is not anticipated. This is the default setting for the Send button.<\/li>\n<li>When asking for clarifying or necessary information from a customer, stop the clock while waiting for a response. Click on the triangle to the right of the Send button and select <strong>Send as Pending Details<\/strong> from the menu. Now, click the displayed\u202f<strong>Send as Pending Details<\/strong>\u202fbutton.<\/li>\n<li>To check in with a customer while you and your colleagues are working on following up, click on the triangle to the right of the Send button and select <strong>Send as In Progress<\/strong> from the menu. Now, click the displayed\u202f<strong>Send as In Progress<\/strong>\u202fbutton.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<p><strong>CC Emails<\/strong><\/p>\n<p>Carbon copy designated email addresses when sending customer replies.<\/p>\n<ol>\n<li>Click on the\u202fCC\u202fbutton at the top right corner of the textbox.<\/li>\n<li>The CC box will appear at the top of the reply.<\/li>\n<li>Type in the email address(es) you want to CC.<\/li>\n<\/ol>\n<p><img decoding=\"async\" src=\"\/help\/wp-content\/uploads\/2023\/08\/SC41.2.png\" \/><\/p>\n<p><strong>Attachments<\/strong><br \/>\nUp to two attachments of up to 5MB each may be included with the reply to the Customer.<\/p>\n<ul>\n<li>Click on the paperclip icon to add a file OR,<\/li>\n<li>Simply drag and drop files into the textbox to add.<\/li>\n<\/ul>\n<p><img decoding=\"async\" src=\"\/help\/wp-content\/uploads\/2023\/08\/SC41.3.png\" \/><\/p>\n<p><strong>Save Draft and Response Templates<\/strong><\/p>\n<ul>\n<li>SoGoConnect automatically saves your reply as a draft so none of your work will be lost if you leave the Dialogue, or log out of your account.\n<ul>\n<li>You can delete the automatically saved draft by clicking on the disk icon and selecting\u202fDelete Draft.<\/li>\n<\/ul>\n<\/li>\n<li>You can also save your response as a template for future use by clicking on the disk icon then selecting\u202fSave as Template.<\/li>\n<\/ul>\n<p><img decoding=\"async\" src=\"\/help\/wp-content\/uploads\/2023\/08\/SC41.4.png\" \/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>If you have reviewed a Dialogue and determined that you are the best person to respond to this Customer, follow the steps below. Click on the blue\u202fReply to Customer\u202flink at the bottom right-hand corner of the original message. If the text is grayed out, then check to see if the customer submitted the Dialogue anonymously or did not give an email address as their contact information. Also check to see the status of the Dialogue, if the Dialogue is already Closed, then Reply to Customer will not be available. By default, the subject line will appear as \u201cRe: [original subject]\u201d. This subject line is editable. Provide an original response by typing in the text box provided. Choose from a saved response by clicking on the menu titled\u202fResponse Template\u202fin the top right corner of the text box. Tip: Use the search box to quickly find the right template for your response. If this menu does not appear, no Response Templates have been saved by your System Administrator or Team Owner. Review the response and send. Click\u202fSend as Closed\u202fif a customer response is not anticipated. This is the default setting for the Send button. When asking for clarifying or necessary information from a customer, stop the clock while waiting for a response. Click on the triangle to the right of the Send button and select Send as Pending Details from the menu. Now, click the displayed\u202fSend as Pending Details\u202fbutton. To check in with a customer while you and your colleagues are working [&hellip;]<\/p>\n","protected":false},"author":30,"featured_media":0,"parent":0,"menu_order":648,"comment_status":"closed","ping_status":"closed","template":"sogo_new_design.php","meta":{"footnotes":""},"categories":[411],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.7.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to Reply to a Customer in SogoConnect - Sogolytics<\/title>\n<meta name=\"description\" content=\"Learn how to reply to a customer through SogoConnect.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.sogolytics.com\/help\/how-to-reply-to-a-customer\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Reply to a Customer in SogoConnect - 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