Conversations are not always a one-and-done interaction. Often it takes a little back and forth to get to a resolution, and sometimes additional people are needed to answer a questions or accomplish tasks. This month, we're providing the tools you need to manage those types of conversations:
- Have an extended back and forth conversation with a constituent
- Reply all if the incoming message included cc's
- Forward a message to another recipient
Here are some of the highlights:
- The content of the message you're replying to now appears in the edit dialog. The previous message is preceded by a brief description of when it was originally sent and who sent it. The content itself is indented. This provides valuable context for your reply to the recipient.
- Choose how to send. When you reply to a message, you'll see that the blue button in the edit dialog now has a dropdown arrow next to it. You can select "Send & done" to send and mark the message as done so it moves out of your inbox or click the dropdown arrow and select "Send" to send the message but keep the conversation in your list of open conversations. This is especially helpful if you expect a quick response or have additional tasks to complete before the conversation can be considered resolved.
You can set the button to default to either option. If you find that you use "Send" more than "Send & done", you can change the button to display "Send" by going to Settings > Preferences and choosing "Send" from the dropdown menu.
- See a response to your message appear in the original conversation. If someone replies to your message, their message will automatically be tied to the correct conversation. The conversation will then appear at the top of your list with a blue dot to indicate there is an unread message. Did you mark the conversation as "Done"? Don't worry! It will reopen automatically and appear as an unread message in the Inbox.
- If multiple participants are included on an incoming message, you can choose to reply all. The top right corner of every incoming message includes an icon so you can choose a specific message in the conversation to reply to. The default icon is "Reply" with a single arrow. But if it's a message that includes multiple people, the default icon is "Reply all". Clicking on the overflow menu (3 vertical dots) will provide all available options, including "Reply" if you'd prefer to reply only to the sender.
- Forward a message to someone who can help. Every single message - whether it's email, postal mail, a phone call, or SMS text message - includes the option to forward. "Forward" can be found in the overflow menu (3 vertical dots). Forwards include all the pertinent information about the message (from, date, subject, to, cc, content) so whoever you're sending the message to has the full context.
- Flexibility to change or add people to the "To" and "Cc" fields. This allows you to bring the right people into the conversation.