Read Receipts - Find whether the reply is read by the recipient

Read Receipts - Find whether the reply is read by the recipient

When handling customer support tickets, customer replies play an important role in helping agents choose their next move. For example, if you've sent a message to notify a customer about their subscription renewal deadline, and haven't received a timely response, it will be difficult for you to decide the next course of action. In such cases, it would be helpful to know if the customer has seen the message, so you can decide whether to call them and follow-up. 
Read receipts indicate whether the customer has read your outgoing email. If there are multiple recipients, then read receipts indicate who has or hasn't read your message. This added clarity can help you make informed decisions. 

Benefits of read receipts
  1. Helps you choose your next steps for high-priority and escalated tickets.
  2. Confirm whether outreach emails have reached the prospect.
  3. Increases agents' productivity by allowing them to focus on read responses.
Notes
Note:
  1. User should have send emails permission enabled.

  1. Read receipts is available only for tickets that are created through emails. 
Read receipts display a check mark on the outgoing message.



Identifying the read status

These check marks indicate different statuses. The table below signifies each status:

I. When the email is sent to only one recipient (To recipient) 

Check mark State

Meaning

Delivered

Read

 

II. When the email is sent to multiple recipients (includes To, CC, and BCC) 

Check mark State

Meaning

When the reply has been delivered to at least one of the To or CC recipients.

When one of the CC or BCC recipients reads the reply. 

When one of the To recipients reads the reply.

When all the recipients read the reply.

 

Viewing recipient details

You can find detailed information about read receipts, including which recipient has received the reply and if and when they read it, in the Thread Read Info panel.

Bounce and failure indications

A bounce or failure label will be displayed in the thread only if the email bounces for, or fails to deliver to, every recipient.




If an email bounces or fails for one or more recipients, detailed info can be viewed in the Thread Read Info panel.


 

To enable Read receipts
  1. Go to Setup (  ) > Privacy Settings > Read Receipts.
  2. On the Read Receipts page, click Configure next to Enable Read Receipts.
  3. From the Read Receipts configuration panel, select the Department(s) you want to enable read receipts for.
  4. Click Save.

Failure in receipt notification

Read receipts may not be displayed for certain tickets, even when you have enabled them for your departments.
This might occur due to the following reasons:
  1. The recipient's email client doesn't support read receipts.
  2. The recipient might have declined to send read receipts.

Disabling read receipts

When you disable read receipts, you will not be able to see them in new or old tickets (i.e. tickets where read receipts were previously displayed).
To Disable Read Receipts
  1. Go to Setup (  ) >  Privacy Settings > Read Receipts
  2. On the Read Receipts page, select Edit Configuration. 
  3. From the Read Receipts configuration panel, remove the desired Department(s).
  4. Click Save.

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