Respond to requests on your mobile device

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Time to respond is often a key metric for teams that handles incoming requests​.

You need a Service or complete license to take action on a request. For details, see the list of user plans.

Accept

For a request to be your responsibility, your name must appear in the request's Owner field.

If the request is unclaimed, self-assign to avoid others answering the request at the same time.

Reply / reply all icon

A reply is an external message to the customer.

  1. Select Reply (all) from the Task menu.

  2. The email address of involved customers automatically appear in the To field. Optionally, add other recipients.

  3. Update request properties as needed (owner, status, category).

  4. Compose a message.

    Note

    Your signature is automatically appended if available. How to add signature

  5. Tap Send.

Add comment (internal) icon

Comments are used to discuss the request internally before replying to the customer. They are shown on a red background, cannot be viewed by the customer, and are not included if you forward the request.

  1. Select Add comment from the Task menu.

  2. Update request properties as needed (owner, status, category).

    Mobile CRM: Add comment -app-screen

  3. Compose a message.

  4. Tap Send.

    Mobile CRM: Request with internal message -app-screen

Forward icon

Sometimes, internal comments or reassigning the request is not enough to solve a problem, and you need to involve others.

When you forward a request, the app combines all external messages on that request plus your own message into a single email.

  1. Select Forward from the Task menu (when viewing the request).
  2. Add one or more recipients in the To field.
  3. Update request properties as needed (owner, status, category).
  4. Compose a message.
  5. Tap Send.

Working with messages

While composing a message, you can add images, insert a request reply template, and include a link to a FAQ - all from the Task menu.

Tip

If you change your mind, simply tap the Task icon and select Remove text to empty the content in the message.

Add image

  1. Tap the Task icon.

  2. Select Add image.

  3. Take a photo with the camera or choose an image from the gallery.

    Note

    You can select multiple images at once. If you do not see a particular image, check the image permissions for SuperOffice on your device.

  4. Confirm and save your comment. The selected images are added as attachments.

    Add multiple images to a request -app-screen

Insert reply template

A reply template provides the basis for a customized response to a customer and can save you time when responding.

  1. Tap the Task icon.
  2. Select Insert reply template.
  3. Search for a template by name. Tap to select.
  4. The selected template is inserted in the message at the cursor. Review the text and make adjustments to tailored it to the precise situation.
  5. Continue working on the message. Tap Save when you are done.

Many customer inquiries repeat over time, and Frequently Asked Questions (FAQs) are an important part of request handling.

  1. Tap the Task icon.
  2. Select Insert link to FAQ.
  3. Search for and select a relevant FAQ page.
  4. The link is inserted in the message at the cursor.

Add signature

  1. Tap the Task icon and select Settings.
  2. Choose Email settings > Add signature.
  3. Select the signature line to edit your signature.

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