Managing Replies

You can view your current message replies from 'Message Console' >'Inbox' from the Main Admin area.

Open replies awaiting a response are highlighted as open tickets. Click these to view and reply. ​

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When viewing the details of a reply, you can also view the initial Alert the respondent is replying to.

As well as responding to the reply in the 'Public reply' you can also forward this to an email address, claim the reply as one that you will resolve, assign the reply to another Admin to deal with. You can use Mark to change the message status. This could be useful to close the message if you choose not to reply to it, or to mark a reply as pending if you have asked the replier for further details.

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To view replies that have been assigned to your administrator team rather than to you directly you can go to: 'Message Console' > 'Inbox', then expand the team name and view the unassigned replies for that team, as below:

This may be useful if an admin is on leave as and has assigned the replies for one of their messages to the whole team, to enable those replies to be dealt with by another administrator on their behalf.