When you click into a case, you can further click into the chat with the customer and/or supplier in the case. You select the relevant tab at the top of the case. Click 'Compose New' at the top right of the chat to reply to the customer/supplier.
Click on the three dots to the right of the message bubble to reply, forward, or delete the message. You can also respond to the message by typing in the field at the bottom where it says 'write as chat message,' or click the expand button to open the email format.
If you see a warning triangle on the case, the message has not been sent. You can resend it by clicking the circular arrow:
If you want to handle the case without involving the customer or supplier via email, you check the box that says 'Turn off communication with customer/supplier' in the form.
If you want to move a case you have archived back to the active list of cases, click on the 'Ready for Archive' button in the form of the relevant case. This will place the case back under 'Active Cases'.
When the supplier or customer responds to you on a case, you should receive a notification on the relevant case. In some cases, this may not happen because the supplier or customer has changed the subject field, replied to the case from a different email address, started a new thread, etc.
In these cases, the response will appear in your Inbox, which you can find in the left menu. To move an email to the Inbox of a specific case, do the following:
1. Click on 'inbox' in the left menu. Find the email you want to move.
2. On the far right inside the Inbox, you will see a button that says 'Move to case.' Click on this if you want to move the email to a relevant case.
3. Choose whether the response is from the customer or supplier, find the correct case ID, and click "move email."
Now the response should be in the correct case.
If you have received an email in the Inbox that you want to turn into a case, click the 'Convert to case' button, and you will have the opportunity to create a case from the email.
When a supplier/customer responds to a case in Easly, you will see a bubble with a number behind the case ID in the list of cases. To see what the supplier has replied, click into the chat with the supplier/customer, which you can find by clicking on the case and selecting the 'Supplier'/'Customer' tab.
If you see a red notification on the case, it means you have an unsent message in the chat. Here, you can click into the chat and resend the message or delete the message.
