Reply to Messages

Here's how you can reply to the various types of internal conversations.

• For Email channel type, reply from your email client.

• For Slack channel type, do one of the following in your Slack application:

  • Click Reply to Service Request on the message that you receive from your service application. Type your reply and press Submit.

    When you reply this way, your reply is automatically created as a message on the request.

  • Click Reply to use the native Reply action in Slack. You must also mention your company's app in the format @AppName in your reply.

    Here, AppName is the name of your company's Slack app created for your service application. When you mention your app in this format, your reply is created as a message on the request.

• For Microsoft Teams channel type, do one of the following in your Microsoft Teams application:

  • Click Reply to Service Request on the message that you receive from your service application. Type your reply and press Enter.

    When you reply this way, your reply is automatically created as a message on the request.

  • Click Reply to use the native Reply action in Microsoft Teams. You must also mention your company's app in the format @AppName in your reply.

    Here, AppName is the name of your company's Microsoft Teams app created for your service application. When you mention your app in this format, your reply is created as a message on the request.

• For Web channel type:

  1. On the Home page, click Service > Quick Actions > My New Messages (callout 2 in the screenshot).

     The My New Messages List page is displayed. This page lists all new messages sent to you, which you haven't replied to yet.

     Note:

     • The messages that you have replied to, are displayed on the My Messages List page.

       To navigate to this page, on the Home page, click Service > Quick Actions > My Messages (callout 3).

     • In the Filter bar, you can search for a message by the subject or sender name.

  2. Click Reply for the message you want to reply.

  3. Enter your message content and click Send.

     Note:

     • SmartText isn't supported in replies sent through the My New Messages List or My Messages List pages.

     • To add an attachment to your message, click the Attachment icon and select the file to attach.

All internal conversation threads are displayed in the activity feed of the associated service request.