How do I acknowledge my customer based on working hours?

You can set an automatic reminder to your customer based on work shifts using the "Acknowledgement" option provided in the Cases app.

Steps to set acknowledgment to your customer

• Log in and access the Employees app from your universal navigation menu bar.
• Click on the More (...) icon and select the“Settings”.

• Click on “Work Shifts” from the left navigation panel and create a new work shift.

• Select the work shift of the employee in the creation page as shown in the image below:

• Click on the "Create" button to complete.

• Now, go to Cases App from your universal navigation menu bar.
• Click on More (...) icon and select “Settings”.

• Select "Email" drop-down and then Click on “Email to Case” from the left navigation panel.
• Click on the “Add” button and authenticate your email address

• You can acknowledge your customer on case creation and also on case updates.
  • On Create: This will acknowledge your customer at the time of case creation.
  • On update: This will acknowledge your customer at the time of update in a case.
  • Work Hours: Click "ON" and select the message template to acknowledge your customer on work hours (online).
  • Off Hours: Click "ON" and select the message template to acknowledge your customer on Off hours (offline).

• Save the changes.
• Click on the “Authenticate” button to complete.

• Authenticate your account using G- Suite.

Related Links

Steps to authenticate your emails