Communicate with Customers on Requests

What this guide covers

This guide explains how to communicate with customers directly from the request detail page. Keeping communication tied to the request ensures your team has full context when handling inquiries.

Sending a message

1. Open the request detail page.
2. Click the Communication tab.
3. Click Send Message.
4. Compose your message:
   • To -- pre-filled with the customer's email.
   • Subject -- pre-filled with the request title.
   • Body -- type your response.
5. Click Send.

The message is sent via email from your workspace email address.

Screenshot: The Communication tab showing a message compose form with pre-filled customer email and subject.

Communication history

All messages sent and received are displayed in the Communication tab as a threaded conversation. Each message shows:

• Sender -- your team member or the customer.
• Date and time -- when the message was sent.
• Body -- the full message content.

Using email templates

If you frequently send similar responses:

1. Click Use Template in the compose form.
2. Select a template from the list.
3. The template content fills the message body.
4. Customize the message before sending.

Templates are managed under /settings > Requests > Templates.

Animation: Selecting an email template and watching the message body fill with template content.

Customer replies

When a customer replies to your message:

• The reply appears in the Communication tab.
• A notification is sent to the assigned team member.
• The request's activity is updated.

Best practices

• Respond within 24 hours. Prompt communication builds trust and wins business.
• Reference the request details. Show the customer you understand their needs.
• Set expectations. Let them know next steps and timelines.

Tip: After every phone call about a request, send a brief follow-up email summarizing the conversation. This creates a written record and confirms understanding.

Related articles

• Track Incoming Requests
• Add Notes and Attachments to Requests
• Use Request Templates