What are Special Syntaxes?
If you're responding to customer messages from your email account and not directly from Re:amaze, you can use special syntaxes to alter the state of the message or your specific replies. This allows you to use some of your inbox tools without being logged into your Re:amaze account. For example, using the #note syntax will convert your reply to an internal note rather than a standard reply.
To use special syntaxes, simply insert them on top of your message as the first line or the first words.
#noresolve
The #noresolve syntax will tell Reamaze to keep the conversation in the unresolved state instead of the resolved state. This keeps the conversation as open after you’ve replied. This is just like using the “Respond and Leave Unresolved” button in Re:amaze.
#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.
#archive
Sending your message reply with the #archive syntax will tell Re:amaze to archive the message. Customers will not be notified of this. This is useful when you need to keep your Re:amaze inbox free and clear of clutter.
@from:someone@example.com
In most cases, you can forward an email message directly to one of your channels as a support request. However, not all mail clients have the “FWD” term that’s needed for Re:amaze to parse it correctly from the body of the email. Use the @from syntax if you do not use a non-English mail client which does not support FWD.
#add:someone@example.com
This syntax will add another staff member to the conversation. Be sure to input their email address in the syntax format shown above.
#assign:teammember@example.com
If you'd like to assign the conversation to a specific team member, you can use the #assign syntax. This automatically converts the message into an internal note as well, so it operates just like #note but it will also assign the conversation to a staff member. The email identifier used must match a staff user registered in your account, otherwise the message will only be left as an internal note without assigning.