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We are excited to announce the launch of updated product names, logos, and headers within our user interfaces as part of the CivicPlus® Solution Rebranding initiative. These changes mark the first step toward creating a cohesive and seamless user experience across all solutions in our portfolio. As part of this transition, users may notice minor design updates. While the functionality you rely on remains unchanged, we are in the process of updating screenshots and other resources on our Help Centers to reflect the new branding. We appreciate your patience and understanding as we work to complete these updates.

Reply to a Conversation

  • Updated:

You can reply to a Conversation by clicking Reply or Add Message. Selecting Reply copies the previous message, like in an email, but limits your reply to the same channel the conversation is in. The Add Message option allows you to add a response in different channels.

 

Important Note

You cannot reply or add messages to a closed conversation.

 

Instructions

 

  1. Navigate to the Conversations tab:
    311 CRM Conversations tab.
  2. Click Go to Conversation Details for the desired conversation:
    Go to conversation details button.
  3. Click Reply or Add Message:
    Conversation details sceen, reply and add message buttons.
    • Reply: Copy the previous message and respond in the same channel.
      Reply text box.
    • Add Message: Respond to the conversation using any channel.
      Add message, select channel dropdown menu.
  4. Type your response:
    Type response.
  5. Click the Add Attachment link to add any desired attachments:
    Add message add attachment button.
    Note: The file size limit for an attachment is 20 MB (megabytes).
  6. Click Send or Log:
    • Send: Send your Reply.
      Reply window, send button.
    • Log: Send your Message.
      Add message screen, log button.

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