Swaru

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Replying from the inbox

Answer a customer from a conversation: what they receive, and where their answer goes.

Replying from the inbox is on Growth and Scale. On Starter, answer from your own mail app: the email your team email gets for each message has the customer as its Reply-To.

Send a reply

  1. Open the conversation. The reply box starts from the suggested reply, unless someone has replied since it was made.
  2. Edit it, or choose a Saved reply and press Insert. See Saved replies.
  3. Attach files if you need to: see Files on conversations.
  4. Under Then, choose what happens next: Waiting on them (the default), Close it or Keep it open.
  5. Press Send.

What the customer gets

  • The email goes to that conversation's customer and no one else.
  • It comes from your company name on Swaru's own address, or from your support address once you send from your own address.
  • Its Reply-To is your support address, so the customer's answer comes back to your inbox through your forward. In an email conversation, it joins that conversation.
  • It threads under their last email in their mail app. The subject is "Re:" and theirs; a reply to a chat hand-off has the subject "Your question to" and your company name.
  • At the end it asks "How did we do?" with Great, Okay and Not good, unless an admin has turned ratings off.

Chat hand-offs

The visitor gets your reply by email. The chat tells them a person replied by email. A signed-in visitor also sees the reply itself in the chat.

Ratings

Each rating link opens a page where the customer picks Great, Okay or Not good, can add a comment, and presses Send. The first answer is the one kept, and the links work for 30 days. The rating shows under your reply in the conversation, and on the Insights page. To stop asking, an admin presses Stop asking under Replies on the Email page.

Limits

  • 200 replies a day from your company, and 5 a day to any one customer. Replies imported from another tool don't count.
  • A paused company sends nothing.
  • Sending needs your checked support address (see Forwarding your support email). Until then, the reply box says so.
  • Pressing Send twice sends once.

When a send fails

The reply stays in the box with the reason, so you can try again. If the page says the reply "is still being sent, or did not go", reload in a moment and check the conversation before you write it again.

More causes are in Troubleshooting.

Still stuck? Write to hello@getswaru.com.