04. Reply and forward messages
When responding to existing threads and forwarding questions in the Q&A section, the process varies based on the roles within both the Questioning Team and the Answering Team. This article provides detailed insights into how to handle these interactions.
Responding to Questions in Q&A involves three main steps:
- Navigate to the Main tab and select the thread you wish to respond to by clicking on its topic.
- In the thread response panel, review the content, then click the REPLY button, write your message, and (optionally) include additional documents from the VDR for further discussion.
- For Moderators and Moderator+: the default author of the last response is pre-selected as the recipient, but you can add more recipients or change it. (gif. 1)
- Users in the Auto team type always respond by default to the Moderator Team.
- Users in the Mixed team type always respond by default to the Coordinator in their team, the Coordinator decides whether to forward the question to the Moderator Teams. (gif. 2)
- Experts always respond to the Moderator Team - without option to choose: (gif 3)
- Coordinators use the REPLY button to respond to the selected thread's author, a member of their own team. (gif 4)
- Click the SEND button to send the message.
Forwarding Questions in Q&A is a feature available only to Moderators+, Moderators, and Coordinators.
- In the Main Tab, select the thread you want to forward by clicking on its topic.
- In the thread panel, choose the FORWARD button. The system will automatically display the latest response to be forwarded.
- Moderator+ and Moderators can redirect the latest message within the thread to an Expert using the CONSULT WITH EXPERT button. In the next step, they choose which Expert to direct the response to and adjust the message content as needed. (gif 5)
- Q&A Coordinator uses the FORWARD button to move a User's message from their team to the Moderator Team. They can also adjust the content of the forwarded message: (gif 6)
- Click the SEND button to send the message.
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