Managing Replies

Viewing 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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You can also view replies assigned to your Team (including any escalated replies or incoming messages from your Local Area pages) from: Your Inbox > Team Inbox:


Replies within the Team may be assigned to specific Team members or unassigned:

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.

Actioning Replies

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

As well as responding to the reply in the 'Public reply' box, you can also forward the reply to an email address, claim the reply as one that you will resolve, assign the reply to another Admin to deal with.

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​You can then use Mark/Send to change the message status/send your response. As well as sending a response, this could be used 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.

Responding to the reply (respond to user)

Forward the reply (forward to external email, with consent from user)

Claim the reply (assign to your replies inbox)

Assign the reply (assign to another Team / specific admin)