Reply to customers
Send Noa's draft, edit it, or write your own reply with templates, attachments and a signature.
When you open a mail or a form under Inquiries, Noa has usually already written a draft. You can send it, edit it or write your own. The reply is sent from your own mail account, in the same thread as the customer's mail.
Send Noa's draft
Open the inquiry. Under the customer's message you see Noas udkast ("Noa's draft"), collapsed to four lines.
Click Vis hele udkastet ("Show the whole draft") and read it. The Send svar ("Send reply") button only appears once you have seen the whole text. You cannot send something you have not read.
To change something, click Ret ("Edit"), type in the text and click Færdig ("Done"). ⌘↵ sends straight from the field.
Click Send svar ("Send reply"). The button shows Sender… ("Sending…") and then Sendt ("Sent").
Next to the draft you also find Kopiér ("Copy") and Skriv igen ("Write again"), if you want Noa to try again.
If Noa is missing a piece of information, it says so under the draft: Noa mangler: … ("Noa is missing: …"). Click Spørg kunden ("Ask the customer"), and the reply field opens with a friendly mail asking for what is missing.
If Noa has not read the inquiry yet, you see a button: Lad Noa skrive et udkast ("Let Noa write a draft").
Tell Noa: thumbs up or down
To the right under the draft is Var udkastet nyttigt? ("Was the draft useful?") with a thumbs up and a thumbs down.
- Up is one click.
- Down asks you to write briefly what was wrong. Then click Send.
This is what Noa learns from. Ten good ones in a row in a category unlock her replying on her own. An unchanged draft that you send also counts as a good one. Read more in Auto-reply.
Write your own reply
At the bottom of the inquiry is the reply field (Svar …, "Reply …"). Click it, or press r in the list, and it expands. At the top you can switch between Svar ("Reply") and Intern note ("Internal note").
In the reply field you can:
- Attach files with the paperclip.
- Insert a template with the document icon.
- Edit the subject.
- Insert the draft, if you want to start from Noa's text.
- Choose which account to send from, if you have more than one.
- Send later with the clock next to Send: pick a date and time (24-hour clock, for example 14:30).
Only colleagues can see an Intern note ("Internal note"). Type @ and a name to mention a colleague.
Templates
Templates are standard replies you insert with one click. When you insert one, the placeholders are filled in:
[navn]becomes the customer's first name.[fulde navn]becomes the customer's full name.
An admin creates templates under Forbindelser → Mail ("Connections → Mail"). The same templates work on the Email page.
Signature
The signature belongs to the mail account. An admin sets it under Forbindelser → Mail ("Connections → Mail") when editing the account, and it can also be edited while you write on the Email page. It is added automatically when you write a mail on the Email page. In the reply field under Inquiries it is not added automatically, so write your sign-off in the text, or use a template.
If the inquiry has no email address (for example a call, or a form without an email), you cannot reply by mail. Use an internal note, or call the customer.