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Customer Contacts

You can find this section under Customers >  Customer  Contacts in the IRP Admin left navigation menu.

When a customer uses the Contact Us Question functionality, it creates a Customer Contact within your IRP.

You can view the number of new customer contacts by clicking the Alerts tab in the IRP Admin top navigation:

Alerts drop down list showing number of customer contacts

Clicking the Customer Contacts option will also take you to the ContactUsResponses.aspx page.

Overview video

Note: Currently videos are not maintained in line with each software release and therefore features may work slightly differently from the way they are shown.

ContactUsResponses.aspx page

The ContactUsResponses.aspx page appears as follows:

Contact Us Questions

You can use the Search filters to return questions of a particular type and/or questions that were placed within a particular date range, in a specific language and that are complete or incomplete.

From the main Customer Contacts screen you can respond to a customer question or mark the contact as complete.

Responding to a Question

Click the Respond button; you can then create your reply to the customer using the rich text editor or by entering HTML markup directly. If appropriate, check the box for Mark Customer Contact as Complete after Responding. Click the Send Response button when you are ready to send your email.

Marking a Question as Complete

Click the Completed button when you are finished with a question. Subsequently, you can find completed responses using the search filter. You can then click the View Response button to see the details of the email that was sent to a customer. This opens the ContactUsQuestionResponse.aspx window where you can view the following details:

  • Language: The language of the customer making this Customer Contact.
  • Question: The Customer Contact content.
  • Email: The email address of the customer who sent the Customer Contact.
  • Admin User: The name of the Admin User who responded to this Customer Contact.
  • Response: The content of the response sent to the customer.

At the top of the ContactUsQuestionResponse.aspx window you can click the View Emails Stylesheet button. This takes you to the CssStylesEmail.aspx page where you can view and edit the classes in the email stylesheet. For more details, see the Email Stylesheet help topic.

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