Messages from marketplaces
In short: Questions from buyers on a marketplace do not reach you directly from the customer, but through the marketplace. For eBay, your reply therefore goes back as a message in eBay, not as an email. For bol.com, the messages from all buyers come from the same address; aishaa keeps those conversations apart per case and order number and keeps all customer details with that one ticket. Nothing is ever sent automatically to a buyer on a marketplace: a colleague sends every message.
Where to find this
Open the ticket via Tickets. You can recognise a marketplace conversation by the composer at the bottom of the ticket: it shows a chip Via (name of the marketplace) instead of the usual choice of sender and recipient.
Who: from the Agent role upwards. There is nothing to set up; aishaa recognises a marketplace by the sender and adjusts its behaviour by itself.
The composer of an eBay ticket with the chip Via eBay, a text box without formatting buttons and without the choice of sender, Cc and send delay.
Replying to an eBay ticket
A reply to an eBay ticket is sent as a message in eBay, not as an email. That way it counts in eBay as your answer to the buyer, and the conversation there stays complete.
In the composer you see the chip Via eBay. The tooltip on that chip reads: This reply is sent as a message in (marketplace), not as an e-mail, so it counts as your answer there. Plain text, at most (number) characters, no signature.
What is different from an ordinary email:
| Part | For a marketplace message |
|---|---|
| Formatting | Plain text. Formatting, colours and images in the text are not included. |
| Length | There is a maximum number of characters. The maximum is shown in the tooltip on the chip. |
| Signature | No signature is included. Add your name to the text yourself if needed. |
| Sender and recipient | You do not choose a sender, recipient or Cc. The message goes to the conversation in the marketplace. |
| Send delay | There is no send delay. The message goes out as soon as you click send. |
| Attachments | Limited: only images, PDF, Word and text files, and only a limited number per message. |
In the conversation, a sent message shows Via eBay.
Notifications for a marketplace message
| Notification | Meaning |
|---|---|
| This reply is too long for a message in the marketplace. Make it shorter and send it again. | You are over the maximum number of characters. |
| This reply has more attachments than a message in the marketplace can carry. Remove a few and send it again. | Too many attachments. |
| A message in the marketplace can only carry images, PDF, Word and text files. Remove the other attachments and send it again. | An attachment of a type the marketplace does not accept. |
| This reply is empty. Type a message or add an attachment. | There is no text. |
| Not sent to (marketplace): nothing reached the buyer. Check in (marketplace) what is going on and answer the buyer there. | Sending has failed for good. The buyer has received nothing. |
| Not sent to (marketplace) yet because of a temporary problem; nothing reached the buyer. aishaa tries again. | A temporary fault. You do not need to do anything. |
| Unknown whether this reply reached (marketplace). Check the conversation in (marketplace) before sending anything again. | aishaa has not received a confirmation. Check the conversation in the marketplace before you send it again, to avoid duplicate messages. |
| This reply cannot be sent: it is not clear which conversation in the marketplace it belongs to (the buyer or the item is unknown). Answer the buyer in the marketplace itself. | aishaa cannot link the message to a conversation in the marketplace. |
Messages via bol.com
bol.com sends the messages of all buyers from the same address. Without special measures, all those conversations would end up on one customer card and buyers could see each other’s details in the context of a ticket. That is why aishaa handles such a sender differently.
- aishaa splits by case and order number. From the subject of the message, aishaa takes the bol.com case number and order number. It uses them to decide whether a message belongs to an existing conversation or becomes a new ticket.
- The conversation stays with that one ticket. A follow-up message about the same case goes to the same ticket. The conversation layout for this sender is automatically set to Conversations per ticket, so that messages from different buyers never end up in one continuous conversation. See Continuous conversation or per ticket.
- Customer details are not shared between buyers. The history, the notes, the conversation memory, the profile, the retrieved plugin data and the media stay with this ticket. On the customer card you do not see other channels or other open tickets from this address, because they belong to other buyers. The button to view the full customer history is missing here.
- A message is never sent automatically. Marketplaces prohibit automatic messages to buyers. That is why aishaa refuses every message to a marketplace conversation that is sent without a colleague: no acknowledgement of receipt or other message from a workflow set to Send at once, and no reply that an agent would be allowed to send by itself either. Every message goes out only when a colleague clicks send.
The subject of your reply is RE: followed by the subject of the latest incoming message from the marketplace, not the title of the ticket. That way bol.com recognises which case the reply belongs to.
Good to know
- aishaa recognises a marketplace by the sender. You do not need to set anything up and you cannot switch it off.
- The agent writes a proposal for a marketplace ticket as usual. Only sending works differently: even if an agent may send by itself on a topic, in a marketplace conversation it stays a proposal that a colleague sends. See Trust and letting an agent send by itself.
- Because no signature is included with a message via eBay, check that the text itself makes clear who is replying. See Signatures.
- If you get the notification that it is unknown whether the message arrived, do not send it again straight away. Check the marketplace itself first.
- Messages from the marketplace that are not a conversation with a buyer (notifications that something has been sold or paid) are not treated as a marketplace conversation and arrive as an ordinary email.