Other client communication

Between the question being submitted and the answer being delivered, the staff member who works on this request my need to contact the client, and they might do that using any of the contact details that the client has provided.

When the client has indicated response by email, the staff member can use two built in functions for communicating with the client by email.

Inform Client : Used to keep the client informed of progress. Text provided by the staff member is emailed to the client together with any attachments. The email sent to the client does NOT insist on a response, however a link is provided in that email to the “Check on existing question” function so that the client can reply, or amend their question, or cancel it, using the functions provided there.

Query to Client : Used to send a request to the client for clarification. Text provided by the staff member is emailed to the client together with any attachments. The email sent to the client INSISTS that they provide a response. Here’s an example of one of those emails.

Some clients will “reply” to this email, and if email importing is set up for your RefTracker system, their email reply will be imported as an update to the question and the allocated staff member will be automatically notified.

However the email clearly asks them to click on the provided link, and when they do that, they see see a screen like the one below.  When they complete and submit this screen, the allocated staff member will be advised and the open Query to client action will be closed.  The client will also be shown a screen, and sent an email, confirming that their update has been received – so it is helpful if the client uses this screen for their response rather than replying by email.

The client can use the “Manage this question” link in the top left of the screen, to go to the Query to client pages and do other actions on this request such as cancelling it, or adding an attachment, if that is appropriate.
If attachments are allowed, the Attach files option will display allowing files to be selected or dropped into this response. 

Your system may be set up so that a reminder is automatically sent out after a defined period, if the “Query to client” has not been responded to.  It might also automatically close the question if a response has still not been provided by a defined time after the reminder goes out (System administrators can find out how to set this up by clicking here).