Last Updated on March 26, 2021 by David
We’re introducing a nifty little feature to help you better manage existing conversations living in environments outside of Reamaze. Several of you have voiced a need for this in order to make keeping track of relevant conversations easier. So here it is!
You can now forward a customer’s email from any inbox directly into your Reamaze email channel. If you are recognized staff user of Reamaze, Reamaze will intelligently parse out the relevant information, log the forwarded message as a new conversation on behalf of the original sender (your customer), mark it as unassigned, and send out notifications to everyone on your team.
Let’s take a look.
The customer, Frank Startusk, emailed Olivia, a support agent with DaffyWidgets, an email requesting help. Frank probably should have emailed the support address directly. No worries, Olivia forwards Frank’s email to support on behalf of Frank.
Because DaffyWidget’s support is run through Reamaze, what happens next is magical. Because Reamaze knows Olivia is a support staff with DaffyWidgets, it takes Olivia’s forwarded email and parses the relevant content and transforms it as if it came from Frank Startusk. Olivia is now able to reply to Frank from support.
We’re still beta testing this feature. If you see any funny behavior, please feel free to let us know! We hope this will make life easier 🙂
Cheers!