Using the After-Sales Service Feature

When a customer sends you a message via the contact form on the mini-site, you are notified on the platform. You can view these messages, sort them, and reply to them.

Go to the Clients - SAV menu. Find here all messages sent to the after-sales service via the contact form. They can be sorted according to various criteria:

• Reçu le: sort by date
• Message: sort alphabetically
• Etat: sort by status (Non lu, Lu, Répondu)

To view the details of a message, click the =A button at the end of the row.

The message details. You can see the sender's email address, the date and time the message was sent, and its content. Click "Répondre" to reply to the message.

Replying to the message. A WYSIWYG (What You See Is What You Get) toolbar is available to you. One precaution must be observed:

• Do not paste text copied from a document that has formatting applied to it (do not copy text from Microsoft Word, for example).

Click "Envoyer" to send your reply. The customer will receive an email notifying them that a reply to their message is available (for more information on emails sent by the platform, click here).

You can view the conversation history by clicking the =A button again. Just like with the customer's message, you can see who replied, as well as the date and time the reply was sent. To return to the message list, click "Fermer".

Message statuses. A message that has not yet been opened appears as "Non lu". A message you have read but not yet replied to appears as "Lu". A message that has received a reply appears as "Répondu".

Receiving a copy of after-sales service messages in an external mailbox. If you would like all after-sales service messages to be forwarded to one or more external mailboxes, you must associate the users of those mailboxes with the Customer Service profile in the back office. For example, if you want location@gmail.com to receive duplicate copies of after-sales service messages, you must create a user with the email address location@gmail.com and associate them with the Customer Service profile in the back office.