Replies are written at the bottom of the conversation thread and emailed to the customer from your configured sender. Their answer comes back into the same thread, so the whole exchange stays in one place.
Send a reply
- Open the conversation in Inbox.
- Type your message in the Write your reply box.
- If you are now waiting on the customer, tick Awaiting customer reply (see Track request status).
- Click Send Reply.
The hint under the box confirms the destination: "Your reply is emailed to address; their reply lands back in this thread." The sender name and address are whatever you set up in Configure replies, and your signature is appended automatically.
Attach help articles
When HelpBento finds articles in your knowledge base that match the conversation, an Attach article button appears in the reply toolbar with a count of suggestions.
- Click Attach article to open the suggestions.
- Click each article you want to include. The button count changes to "N attached".
- Send the reply as normal.
The customer receives links to those articles alongside your message, and the thread shows them under Articles shared on that reply. To remove one before sending, click it again in the suggestions, or use the remove control on the attached chip once the list is collapsed.
When you cannot reply
- Closed conversations have no reply box. Reopen the conversation first.
- Email replies are turned off appears in place of the box when the email inbox is disabled, because the customer would have no way to answer. Switch on Enable email inbox in Settings > Inbox (see Enable the inbox & receive support emails).