Where replies go
Omnilinker sends e-mails but doesn’t receive them yet. A customer’s reply goes to your shop’s own mailbox: the Replies go to address of the sender you sent from, or the sender address itself when you left it empty. It does not arrive in Customer service, so answer it from your usual mail program. Message buyer and the Automatic messages page say the same: “Replies go to …” and “Replies to an e-mail go to the sender’s reply address”. A reply to a text message isn’t received at all. Omnilinker reads an SMS reply only to find out whether it is a STOP; see Text messages (SMS). Each message you send is recorded in a conversation about the order, and What happens in the drawer says which: “This continues conversation CS-2051.” or “A new conversation opens.” For a buyer who is a contact, a second message about the same order continues the open conversation. For a buyer who is not a contact, it continues the conversation only when it goes to the same address or number; a changed address, the other channel or another order opens a new one.Delivery states
An address that bounced, whose owner marked your message as spam, or who used the unsubscribe link of a thank-you or a
review request, goes on the suppression list: later messages to it are Skipped instead of sent. You can allow messages
again from the contact; see Allow messages again.
What Unknown means
Unknown means the e-mail service didn’t answer in time, so the message may have been sent. Omnilinker never sends it again by itself, because the customer would then get it twice. Usually the e-mail service confirms the message within minutes, and the state changes to Sent or Delivered on its own. If it stays Unknown:- Check whether the customer got it (ask them, or look in your mailbox for their reply).
- Only if it didn’t arrive, use Send again. Omnilinker asks you to confirm and records who sent it again and why.