Because of the way email forwarding works in Tripleseat, when you send a message, rather than capturing the whole conversation up to that point, Tripleseat only sends the most recent reply from you or your guest. That is why if you reply from your mail client, it is so important to always type above the dotted line separating the previous email from the new reply. If you were to reply in the body of the email sent to you, that text would not get captured in Tripleseat.
That will be true unless you leverage a feature called, “Include this Email in Guest(s) Response.” For instances where your guest needs to email directly in the body of your message (Example: they need to answer a list of questions), you can check the box, “Include this Email in Guests Response.” This will ensure that even if they type their answers in the body of your original message, that information will get captured in Tripleseat.
This button is available in Tripleseat through the Options button at the bottom of your message body and it can be pre-emptively checked off on Discussion Email Templates in Settings. The instructions that follow explain how to use it in both places.
How to “Include this Email in Guest(s) Response” via the Options Button in Discussions
- Go to the Lead, Event, or Booking where you wish to send your message.
- Go to the Discussions tab.
- Expand either Staff General Discussion or Guest General Discussion. Click the Options button
- In the pop-up window, check off the "Include this email in guest response."
- Then type in your response and press send.
How to set Email Templates so “Include this Email in Guest(s) Response” is checked by default
- Go to Settings > Discussion Email Templates > Edit.
- Check Include this Email in Guest(s) Response.
- Save.
- Repeat for templates as needed
How to set My Profile so every email is included in the Guest(s) Response
- Go to My Profile.
- Scroll to Access / Preferences.
- Under Discussion Options, check the box that says 'Automatically include my email in guest responses.'
- Click Update.