Send a text to one customer from Service Desk, and read their reply in the same conversation.
Open Service Desk
On portal.tapmango.com, select Audience > Service Desk.
If Service Desk is not in the sidebar, contact TapMango to have it turned on.
Read and reply
Active conversations is the inbox. Use Search conversations to find a thread.
Select a conversation to open it. Type in Write a reply... and select Send Reply.
Unread messages show a count on the thread. Opening the thread clears that count.
Send a new message
Select Compose.
- Find customer searches by name, phone, or email. Choosing a customer fills Recipient #.
- Or type the number in Recipient #.
Type the Message and select Send Message.
If Service line says Not configured, a new message cannot be sent until TapMango sets the SMS number.
Archive a conversation
On the conversation's menu, select Archive conversation.
To see those threads, switch the list to Archived conversations. A reply stays unavailable until you select Restore conversation on that row's menu.
Email alerts
Email Alerts shows On, Paused, or Not set.
Open Email Alerts to save an email address and turn on Send email alerts for new Service Desk messages.
If you have any questions, talk to us and we'll be happy to help.
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