Skip to content
When a customer reaches out to your customer service team with a query or an issue, an email notification is sent out to both them and an agent in your team.
The email notification(s) your customer receives can be about:
- The acknowledgment of their query.
- Updates regarding their query.
- The resolution of their issue and the closure of their query.
The email notification(s) your agent receives can be about:
- A customer query assigned to them
- A response from the customer on the query thread.
- An SLA violation.
While the content on these email notifications typically remains standard, you can use placeholder variables to customize these emails and include user-specific data such as the customer’s name, and the estimated duration of response to their query.
