How do I acknowledge my customer based on working hours?

Updated on August 20, 2020 07:18AM by Admin

You can set an automatic reminder to your customer based on work shifts using the "Acknowledgement" option provided in the Cases app.

Steps to set acknowledgment to your customer

  • Log in and access the Employees app from your universal navigation menu bar.
  • Click on the More (...) icon and select the“Settings”.
Employees

Settings

  • Select the work shift of the employee in the creation page as shown in the image below:
Work Shift

  • Click on the "Create" button to complete.
Created

  • Now, go to Cases App from your universal navigation menu bar.
  • Click on More (...) icon and select “Settings”.

Cases

  • Select 'Email" drop-down and then Click on “Email to Case” from the left navigation panel.
  • Click on the “Add” button and authenticate your email address






Case Settings

  • You can acknowledge your customer on case creation and also on case updates.
    • On Create: This will acknowledge your customer at the time of case creation.
    • On update: This will acknowledge your customer at the time of update in a case.
    • Work Hours: Click "ON" and select the message template to acknowledge your customer on work hours (online).
    • Off Hours: Click "ON" and select the message template to acknowledge your customer on Off hours (offline).
Email To Case

  • Save the changes.
  • Click on the “Authenticate” button to complete.
Add Email

  • Authenticate your account using G- Suite.







Authenticate

Related Links

Steps to authenticate your emails