If you receive email notifications from Groove, you can reply to these emails to change the status, add a note, and assign a conversation without having to log into the Groove the app.
Updating conversations via email is also a great way to respond on a mobile device. You can respond to the email notifications and use the @commands to update conversations in Groove on the go.
To update conversations in Groove from your personal inbox, use the following commands and accepted values in response to notifications from Groove:
- @assign me, first/full name or email address of another user.
- @status opened, closed, or spam
- @note whatever your heart desires
- @label any of your labels
- @customer Send reply to customer.
When you specify these values in response to the email notification, the conversation will be updated within Groove.
If you'd also like to reply to the customer from your personal inbox in addition to updating the status, type your response normally as shown below, and add the @commands at the bottom of the email (but above your signature).
(Note: replies via email will only work on the new conversation and customer reply notifications.)
For other notifications (e.g. mentions, assignments, notes), if you want to reply to a customer directly, you must include the @customer command. For example;
You can also send quick one-line responses to customers e.g. "@customer Thats an excellent suggestion. Thanks for the feedback". This is similar to how @note works.
Otherwise, when you respond via email to any other notification, without the @customer command, it defaults to a private note in Groove. You also cannot send replies and notes in the same message. You must send your note and reply separately in order for each to post to the conversation in Groove correctly.
If you need any help with updating conversations via email or have any feedback please contact us at firstname.lastname@example.org.