Depending on the needs of your business, you may find yourself wanting to have copies of customer messages forwarded to a specific email address. BusyPaws has two separate options for this functionality, which may be used together or enabled individually. These options are:
Forwarding incoming customer messages
Sending copies of outgoing messages
Both of these options are found on your Account Settings page. To edit or add the email to which you want those messages to be sent, start by clicking the gear icon in the bottom-left corner of the page.
Select "Email Messaging" in the "Business Settings" section.
The "Carbon Copy Email Address" and "Forwarding Email Address" fields are found on the Email Settings page. Entering an email into either of the fields (or both) turns that functionality on.
Carbon Copy Email Address | Adding an email to this field prompts the system to send a copy of all outgoing messages (i.e. messages and responses sent to customers) to that email address. This includes responses sent via the message forwarding option and any automated messaging. |
Forwarding Email Address | Adding an email to this field prompts the system to send a copy of all incoming messages (i.e. message replies received from customers) to that email address. Users can then reply to the forwarded email directly and their response will display within the associated customer's message history. |
Both of these features apply to email messages only, and do not include those sent via SMS messaging.
With message forwarding configured, users can read and reply to customer messages directly from that email account. When a forwarded message is received, the user need only reply to that message, and their response will be sent to the customer as though the message was sent through BusyPaws. This means that the response will appear in the appropriate thread within the customer's message history in BusyPaws so that the full thread can be used for future reference.
The email address used to reply to the forwarded message must be associated with a BusyPaws user account for the reply to appear in the correct message thread.