Last Updated on September 22, 2020 by David
This is an announcement on some changes being made to the Re:amaze Reminders system based on customer feedback.
If you’re currently using the Remind feature in Re:amaze and have conversations on hold, nothing will be impacted.
The overall theme of this change is to make reminders a bit more sticky so conversations aren’t reopening simply because a customer has responded.
Detailed Changes
- You can set conversations to an “On-Hold” status by setting a Reminder after selecting a future date and time (unchanged).
- You can now directly reopen an “On-Hold” conversation. This simply changes the visibility of the conversation on dashboard filters (Open vs On-Hold) but DOES NOT implicitly remove the reminder. Conversations that are open WITH a reminder set will be shown as:
- You can now “Rehold” an Open conversation that has a Reminder (put the conversation back into the “On-Hold” state with the existing Reminder). This means you can potentially have open and visible conversations in the main dashboard with a reminder OR temporarily hide conversations with reminders in the “On-Hold” filter. If you would like easy access to “On-Hold” conversations, we recommend adding a custom view and pin this to your dashboard. See this article.
- When a customer writes back to an “On-Hold” conversation, the conversation will reopen (unchanged), but there will be an icon indicating that a Reminder still exists. The Reminder is not removed. This is similar to the situation above where you (the staff) reopen the “On-Hold” conversation.
- If you reply to the conversation as a staff user, the conversation will automatically “Rehold” rather than Resolve. This is designed to prevent cases where the staff member forgets to reapply the reminder.
- You can now directly resolve/archive On-Hold conversations. This clears the Reminder.
