The Message tab in the ticket detail allows for efficient communication with the customer directly from Retino. This feature provides a full-fledged messaging tool, eliminating the need to switch between Retino and an email client.
Basic Functions
The Message tab offers these key functions:
Sending formatted email messages to the customer
Attaching files to messages
Using canned replies for faster communication
Generating responses using artificial intelligence
Option to set a carbon copy (CC) and blind carbon copy (BCC)
All messages are automatically sent to the customer's email and stored in the ticket history for future reference.
Creating and Sending a Message
To create a new message for the customer, click the "Message" tab in the communication and actions panel. A message creation form will appear with the following elements:
Message Recipient
By default, the message is addressed to the customer whose contact information is displayed at the top of the ticket. If you need to change the recipient's email address for the current message:
Click the customer's name in the "To" row
An email address editing field will appear
Enter the new email address
Tip: If you want to permanently change the customer's email address for all future messages, it's better to edit the details directly in the ticket header.
Carbon Copy and Blind Carbon Copy
You can configure the message to be sent to additional email addresses:
Cc (carbon copy) - clicking the "Cc" button adds a field for entering email addresses that will receive a copy of the message. All recipients will see that the message was also sent to these addresses.
Bcc (blind carbon copy) - clicking the "Bcc" button adds a field for entering email addresses that will receive a hidden copy of the message. Other recipients will not see that the message was also sent to these addresses.
To add more addresses to the Cc or Bcc field, click the "Add" button next to the respective field.
Message Subject
The subject field is pre-filled with a default subject containing the ticket code and your company name. You can modify this subject as needed.
If you use a canned reply that includes a subject, this subject will automatically be filled in the subject field.
Message Body
A text editor is available for writing the message body, offering various formatting options:
Basic text formatting (bold, italics, underline)
Different heading styles
Bulleted and numbered lists
Linking
Text alignment
Indentation adjustments
Attachments
You can attach files to the message in three ways:
Clicking the paperclip icon in the text editor's top bar
Dragging and dropping files directly into the message editor window
Inserting images from the clipboard using the Ctrl+V (or Cmd+V on Mac) keyboard shortcut
Attached files will appear below the message editor. You can remove individual attachments by clicking the trash icon next to each file.
Advanced Features
Canned Replies
For more efficient communication, you can use the canned replies feature, which allows you to quickly insert pre-written texts for frequently recurring situations:
Click the lightning icon in the message editor's top bar
A list of available canned replies will appear
Select the desired reply by clicking it
The text will automatically be inserted into the editor, where you can further modify it
For more information on creating and managing canned replies, visit the Canned Replies article.
AI Response
Retino has partnered with artificial intelligence! Among the text editor's features, you'll also find the "AI Response" tool, represented by a "flask" icon in the top bar, significantly streamlining customer communication:
Click the "flask" icon in the message editor's top bar
A dialog box will open where you can provide a prompt for the AI (e.g., "refund 90% of the amount")
The AI will generate a complete response based on your prompt and the ticket context
You can accept the response with one click or modify the prompt to generate a new version
The AI tool can:
Work with the ticket context (knowing the communication history, products, and amounts)
Address the customer correctly
Adapt to the tone of your store's communication
Generate responses in the ticket language (even if you provide the prompt in Czech)
Automatically calculate amounts (e.g., percentage refunds)
Keyboard Shortcuts
For faster message handling, use the following keyboard shortcuts:
Ctrl+Enter (or Cmd+Enter on Mac) - send the message
Esc - cancel the message and close the editor
Ctrl+B - bold text
Ctrl+I - italic text
Ctrl+U - underlined text
Ctrl+V - paste clipboard content (including images)
Checking Messages with a Single Line
If you attempt to send a message containing only one line of text, Retino will display a confirmation dialog asking if you want to send the message as a customer message or as an internal note. This feature helps prevent accidentally sending a short internal note as a customer message.
Frequently Asked Questions
Can the customer reply to my message?
Yes, the customer can reply to your message using a standard email reply. Their response will automatically be added to the ticket history in Retino and will be available directly in the ticket detail.
How do I know the customer has replied to the message?
When a customer replies to your message, the ticket will be marked as unread and will appear in the ticket list with a visual indicator of new activity. If you have notifications set up, you may also receive email or system notifications about the new customer message.
Can I change the signature in my emails?
Yes, you can set your email signature in the Settings > User section. The signature will automatically be appended to the end of all your messages.
Is it possible to schedule a message for a later time?
No, in the current version of Retino, it is not possible to schedule a message for a later time. Messages are sent immediately after clicking the "Send Message" button.