Ever had one of those days where a user's question has you scratching your head? π€ Or maybe you've come across a situation that could use a second opinion.
That's where NapoleonCat's 'Send to Consult' feature comes in handy!
Whether it's a complex question about a product feature, a user suggesting a potential partnership, or a customer expressing a concern that needs a delicate touch, 'Send to Consult' is your go-to tool. Let's jump right in!
Send "To consult" messages with attachments
π‘Picture this: You're in your Inbox, sifting through messages, when you come across a real head-scratcher. Maybe it's a long-time customer, let's say Nicholas, who's expressing concerns about a recent service experience.
Here's how to send incoming messages in your Inbox for consultation:
While in Social Inbox in NapoleonCat, just click on the message to open up the conversation history:
It's like taking a peek into the backstory of Nicholas's query!
Spot the 'Send to Consult' button right below the messageβand click it:
π It's your lifeline in these tricky situations.
Now, type in the email of your team member (or external folks) who's the expert on this topic.
Maybe it's your customer service whiz, Lisa? You can even add more emails if you want a group consultation!
Who can join the consultation
News flash: the person you're consulting doesn't need a NapoleonCat account. All you need is their email, and voila! They're in the loop.
Write a quick note explaining the situation:
You can also amp up your consultations with attachments:
Add attachments (optional)
π To add images to your messages, all you need to do is click the little pin iconπ For now, only .jpg and .png image formats can be attached
You can upload up to 6 images to really paint a picture of what you're dealing with, as long as they stay within a combined weight of 10MB.
And if you're having second thoughts about an image, just hit the trash icon to remove it. π
Then, hit the yellow 'Send to Consult' button, and off goes your message. It's like sending a bat-signal to your team!
While you wait for the response, you can flag the message so you can easily find it later. The message will move into the "Flagged" folder:
Now let's see what happens after you've sent a consultation request! π
Replying to and viewing consultations
The recipient of your request will see your message in their email inbox:
It's like having a direct line to your team! π€
They can then click on reply and write their message in the body of the email:
In your NapoleonCat Inbox, the message that you sent to consultation will be marked with a yellow 'External Note' label. The number of answers sent by an external recipient is visible next to the label:
Click on the message to see the answer:
How attachments appear
When you send a message with images, the attached files will appear in the conversation history, in the thread view:
The person you are consulting with can download the attachments from the consultation email:
π· Whether you're forwarding a screenshot of a customer's difficulty or a picture of a product glitch, your consulting squad will be right in the middle of the issue!
π¨ Now, you're ready to craft your response, armed with your team's expert advice.
π Brilliantly done! You've flipped a challenge into a win. Result? One satisfied customer, a rocking team, and a cheer for you!
π Keen on discussing drafts with your team or analyzing moderator stats? Uncover more collaborative features in NapoleonCat! π€
π¨οΈ Need a little cat-sistance? Our Customer Success team is always here to lend a paw. Chat with us in the bottom right-hand corner of your screen.