Replying to an Incoming Customer Interaction

Use the Customer Interactions form to record and track all communication between you and your customers, including date, time, and contact information. You also can use this form to reply directly to incoming messages from the Customer Portal.

To reply to an incoming message from the Customer Portal:

  1. Upon receiving notification that a customer has sent a message, open the Customer Interactions form.
  2. Enter or select the interaction number.
  3. Click Reply.
  4. Enter your response in the notes box.
  5. Save the record. Your message is published to the Customer Portal and the customer receives email notification of your reply.
Related topics
Logging Customer Interactions