Support Suite keeps customer replies tied to the channel where the conversation began. Email threads receive email replies, Slack-originated support threads.
Userorbit sends customer replies through the channel where the support conversation began. Email-origin replies send email; Slack-origin replies post to the original Slack thread; supported chat replies return to the customer's inbox.
Reply
- Open the support thread and review its source.
- Write the message in the customer reply composer.
- Choose the appropriate outcome or next status and send.
When Reply is unavailable
- An email thread needs a customer email address.
- A Slack thread needs its original Slack destination and an active connection.
- A locked thread must be unlocked before replying.
Internal notes remain available when customer delivery is unavailable. Use Ask your team for a separate email or Slack discussion.