How do I change a customer's email in QP?

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You can not reply to customers in follow-up/email mode in QuestionPoint unless there is an email address listed. If an email address was given in chat, but not entered when the customer initially asked their question, you will need to change the email in the system. This explains that process.

The Problem

You need to reply to a customer within QuestionPoint. They gave an email in the course of the chat but the email is not listed in the system so QuestionPoint won't let you reply.

The Solution

To change the customer’s email address click the “Change Patron Email” button. You will see a screen where you can input the customer's email address:

 

1. Cut and paste the email address from the transcript into those fields. Be sure there's no extra markings or spaces when you cut and paste.

2. Since changing a customer's email address creates a copy transcript with a new session number, you have to tell the system what to do with the old session (the one without the email address listed). Click "Close Question" to close the previous question. Please DO NOT "delete" or "leave unchanged."

3. When you're done, click "Change Patron Email" again to save your changes. This will create a new transcript with the email address in the right spot, ready for a response to the customer. A note will appear in both the old transcript (the one without the email) and the new transcript (with the email) cross referencing both session numbers noting that the email address had been changed. You do not need to leave a separate note.

You're all done! Congratulations, you may now reply back to the customer successfully.