When I Receve an Email and I Reply to It

Respond to Email Notifications to Have Action in Assist Scout

Email notifications tin can go along you up-to-engagement with what'due south happening in Help Scout, even when y'all're not actively logged in to the app! This article explains how our electronic mail notifications piece of work and what yous can do with them correct from your email.

In this article

• Overview
• Work With Email Notifications
• E-mail Commands for Notifications

Overview

Help Scout sends an email notification to you when certain events take identify on a chat, based on your notification settings. These notifications are sent to the email address yous use to log in to Help Scout. Yous tin command the notifications you receive in your profile settings — meet Manage Help Sentry Notifications for more details on the options bachelor.

Respond to an email notification to take action on the conversation without having to log in to Help Scout. You lot can add a reply to the conversation correct from your email — this volition add together a reply in Assist Lookout and transport that answer to the client from your Help Lookout mailbox — or add a note for but your team to see in Help Picket. Y'all can as well change the consignment, status, add tags, and more than, all correct from your email.

Note: Help Scout email notifications are unique to the User and the conversation. But the person who received the notification can reply to it. In other words, you tin't forward your electronic mail notification to another User or a third-political party for them to take activeness on.

Work With Email Notifications

When you lot receive an e-mail notification, yous just demand to answer to it like any other electronic mail in your inbox to take action on that conversation in Help Sentry.

Just heads up: What action you lot take past default can change depending on what kind of notification it is. You'll want to pay close attention to what kind of notification you're working with to make sure you're reaching the audience you desire to.

The Anatomy of an Email Notification

Kickoff upwards, let's pause downwardly what the email notifications look like and what data yous'll accept in that location. Below is an email notification that was sent to Josie when Angela mentioned her on a conversation.

1

The subject field of the email notification volition alert yous to what kind of notification it is in some cases, and let y'all know the conversation number the notification is regarding.

2

This line will tell yous what action replying to this notification will take by default. Replying to an @mention notification volition default to adding a notation to the conversation. Replying to many other notifications will result in adding a reply to the client instead.

Always make sure you know which action yous're taking by checking this line!

3

Conversation information is e'er included! You can see what mailbox the chat was in when the notification was generated, the action that generated the notification, the conversation number linked to the conversation in Assist Sentinel, and the well-nigh recent chat history for reference.

Reply to an Email Notification

Reply but as you would to any email you've received. It's really that piece of cake!

Make sure you lot're taking annotation of which activity you're doing by default, as mentioned in item #2 above, and then check out the electronic mail commands for the full listing of actions you can take in a respond to a notification.

Electronic mail Commands for Notifications

Important Notes:

• Make sure to note what action your respond will take — replies to some notifications will create a annotation, replies to other notifications will send a reply to the customer. Every notification will have a line that tells yous what your respond will do. See the breakdown of a notification higher up for help in that location.
• When replying to an email notification that creates a reply to the customer, whatever text entered and sent volition be visible to the client. Utilize the @note command to add together a note, which is visible to your team members only. It's not possible to reply to the customer and add a note at the same time — if you need to do both, you lot'll need to reply to the notification two dissever times, 1 with a customer respond, i with a note.
• When using @annotation with other commands, the content of the note must be entered immediately later @annotation, with no other commands in between. Example:
  
• The just email address that should exist in the email from your email client when yous reply to a notification or manually frontward an e-mail is the Help Lookout accost; do not include whatever CC or BCC addresses on the email reply itself. Utilise the @cc or @bcc commands to add other email addresses to the conversation in Assistance Lookout.

Control	Values
<text>	text with no command is sent as a answer to the customer
@annotation	notes are visible only to other Help Sentinel Users
@assign	beginning/full name of another user, email address of another user, full proper noun of a Team (requires the Teams characteristic)
@me	no value required, assigns to yourself
@condition	active, pending, closed, spam
@agile, @pending, @closed, @spam	no value required, sets the status accordingly
@tag	add 1 or more tags, each separated by a comma
@cc	any valid email address, split multiple with commas (annotation: should not be used aslope @annotation)
@bcc	any valid electronic mail address, divide multiple with commas
@subject	whatsoever you lot want the new bailiwick to be
@nocc	Help Lookout man is "Respond All" past default, but you can apply this control to remove any Cc'd parties on the reply.
@nobcc	If auto bcc is enabled in your user profile, use this command to prevent it from applying to a specific message.

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Updated on Dec 2, 2021

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Source: https://docs.helpscout.com/article/67-respond-to-email-notifications-to-take-action-in-help-scout

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