This lesson explains how to send Dialogue back to a Contact in the Ticket Timeline.
When you are in a Ticket and wish to respond to the Contact, you will first need to locate the 'Timeline'. In the below example it is in the General Tab, but your Administrator may have moved this elsewhere within the Layout Designer.
You then need to click on the Plus Sign shown above in the yellow circle
You will then see the following box and to add Dialogue, you will need to select the top option, 'Send Dialogue Response To' which will be followed by the Contacts email address
You can then add your Ticket Dialogue Response in the box that appears, as below
Click 'Send Dialogue' and the Contact will receive the Email Template which you have created in the Template Settings Screen.