On the Grispi platform, you can use two types of notes and replies when responding to customer requests: Public Reply and Internal Note.
A Public Reply is a reply that is used to contact and inform the customer. It is sent to the customer’s email address and any other attached address (CC).
Internal Notes are notes that are only visible to team members using Grispi. These notes are not shared with the customer and are used for internal communication.
In Grispi, you can select groups of users who can respond publicly to customer requests.
- First, from the Grispi main menu, go to the “Settings” section. Click on “Company” in the left side menu.
- Under the“Company” menu, a screen will open where you can edit various settings. On this screen, look for the heading“Public Reply Authorization“.
- In the“Public Reply Authorization” section, you can select groups of users who can respond publicly to requests. There are two options:
- All Groups: If you check this option, all user groups can reply publicly.
- Selected Groups: If you check this option, only certain groups you select can respond publicly.
- A drop-down menu will appear for the selected groups. From this menu you can select the group or groups that can respond.
- After making the necessary selections, click on the“Save Changes” button at the bottom right corner of the screen.
By following these steps, you can easily set public reply permissions on the Grispi platform. This setting will help you identify your teams to respond to customer requests and make your customer service processes more efficient.
