Special Syntaxes for Email Replies

What are special syntaxes?

If you reply to customer messages from your email account instead of directly from Re:amaze, you can use special syntaxes to change how that reply is handled. This gives you access to some of Re:amaze's inbox tools without requiring you to log into your account.

By default, replying to a conversation by email marks it as Responded. If you want to mark the conversation Done, keep it Open, add an internal note, or trigger another special behavior instead, add the corresponding syntax as the first line of your reply, before any other text.

The screenshot below shows an example email reply with the #note syntax entered in the first line, above the actual message.

#done

The #done syntax marks the conversation as Done after your reply is sent. This works the same way as selecting Reply and Mark Done in Re:amaze, and it applies every time you use it, even if the conversation reopens and you reply again later. (Done was previously called Resolved).

#note

The #note syntax will make your message reply an internal note instead of a reply to the customer. This is very handy if you need to alert of your team of something important but you’re on the move and have no access to Re:amaze. Internal notes are completely invisible to the customer as well.

#noresolve / #leaveopen

The #noresolve and #leaveopen syntaxes both keep the conversation in the Open state instead of marking Done after you reply. The two syntaxes behave identically, so use whichever one you're more comfortable with.

note

The #note syntax turns your reply into an internal note instead of a message sent to the customer. This is useful when you need to alert your team about something important while you're away from Re:amaze. Internal notes are never visible to the customer.

archive

The archive syntax tells Re:amaze to archive the conversation after your reply is sent. Customers aren't notified when this happens. Use this syntax to keep your inbox free of clutter.

@from:someone@example.com

You can usually forward an email directly to one of your channels to create a support request, since Re:amaze looks for the term "FWD" in the message to identify it as a forward. Some mail clients, particularly non-English ones, don't include "FWD" in forwarded messages, so Re:amaze can't always parse them correctly. If your mail client doesn't include "FWD," use the @from syntax to tell Re:amaze who the original sender was.

#add:someone@example.com

The #add syntax adds another staff member to the conversation. Enter their email address exactly as shown in the syntax format above.

#assign:teammember@example.com

The assign syntax assigns the conversation to a specific team member. It also converts your message into an internal note automatically, so it behaves like note while also handling the assignment. The email address you enter must match a staff member registered in your account. If it doesn't match, Re:amaze leaves the message as an internal note but doesn't assign the conversation.