Message Centre for Consumer Support: Bulk Notify, SMS, Translation and Satisfaction Ratings
The Message Centre in PortalX is also your helpdesk for consumers. Besides answering customer emails, you can message many consumers at once, send a message as SMS, work in any language with translation, and measure customer satisfaction. This article explains each of these tools.
For the basics of the Message Centre (access, inbox, conversations, attachments), see "Message Centre: Order Conversations with Your Team, Partners and QrX". To receive customer emails in the Message Centre, see "Set Up Your Support Email Address".
Notify Many Consumers at Once (Bulk Notify)
Open the Transactions list and select the orders you want to message (up to 500 at a time).
Click Notify consumers.
Pick a message template.
Check the preview per order. It shows orders with missing template variables, orders without an email address, and orders that are blocked from messaging.
Click send.
Each consumer gets their own conversation, so answers come back one by one in the Message Centre and nobody sees other customers.
One bulk job runs at a time, with a maximum of 2,000 messages per day.
Send a Message as SMS
In conversations with a consumer, tick Also send as SMS to also send your message to the consumer's phone.
The cost is shown before you send. SMS is billed to you as the merchant: the carrier cost for the destination country plus a QrX platform fee of EUR 0.01 per SMS.
When your fulfilment partner sends an SMS to your consumer (with the extra permission Customer support), it is billed to you as the merchant of the order, at the same price.
SMS from conversations is off by default for each sales channel, and only QrX can switch it on. If you do not see the option, contact QrX support and ask for it on the channel.
WhatsApp messages from conversations are not available yet.
Translation
On a message from a consumer, click Translate to read it in your language, and Show original to go back.
Use the auto-translate switch in the conversation header to translate incoming consumer messages automatically.
Before sending, you can use Translate to <language> to translate your reply into the consumer's language. You always see the translation first; nothing is sent until you press send yourself.
Customer Satisfaction (CSAT)
After a consumer conversation is resolved, the consumer receives one email asking them to rate the help from 1 to 5 stars, with room for a comment. A consumer gets at most one survey per conversation.
See the results under Support > Satisfaction: the average score, scores per team and per agent, and the comments.
Switch the survey on or off in Support > Setup with Satisfaction survey.
Starter Templates
The first time someone in your organization opens Templates in the Message Centre, your organization automatically gets 7 starter templates. You can use them as they are, edit them, or use them as an example for your own.
When Your Fulfilment Partner Answers Consumers
Under Settings > Business > Partner access, Edit on the fulfilment partner row, Extra permissions, you can switch on Customer support (it also switches on Consumer contact details; you confirm that the partner acts as your sub-processor). Then:
The partner clicks Contact consumer on an order of the channel. A conversation with the consumer opens that you and the partner share.
The partner sees only the conversations it starts. Your own consumer conversations and their internal notes stay private. If you already have an open conversation with that consumer, the partner is asked to use Message merchant instead.
The consumer sees your name and the first name of the partner's user, with that user's own signature. Never the partner's company name.
Bulk notify, satisfaction surveys, conversation history, redacting and exporting stay with you.
Switching Customer support off removes the partner from these conversations right away.
Common Questions
"Also send as SMS" is missing: SMS from conversations is not switched on for this sales channel. Only QrX can switch it on.
Some orders are skipped in bulk notify: check the preview. Orders without an email address, with missing template variables, or blocked from messaging are not sent.
A consumer did not get a satisfaction email: the survey is only sent after the conversation is resolved, only once per conversation, and only when Satisfaction survey is switched on.
When to Contact Our Support Team
Contact QrX support if you want SMS from conversations switched on for a sales channel, if you want to discuss SMS charges on your invoice, or if a bulk notify job does not finish.