Manage Customer Service Using Google Workspace Groups
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- čas přidán 6. 03. 2022
- Leverage Google Workspace Groups to manage customer service emails as a team. No need to create a separate inbox and log in multiple times days to check. Check status and reply to issues right away from one screen.
Revisions:
@ the 7:30 mark, click Enable auto-reply to non-members outside the organization
Thank you for this video! I spent an hour trying to read Google help to figure out how to get a customer-facing email to work. The whole concept of "allowing to post" when you just want customers to be able to email a group really wasn't intuitive. Your video answered my questions. Cheers!
So happy to hear that. I was stuck at that same place when learning how to set this up. Hours and hours and it was one setting. lol
Thank you for this email. It really helped us out.
Great video and detail
Hi, i have been trying all day to figure this one issue out. Everything is setup however when I try and respond to an email within the group convo it wont allow me to email from the group name email, it defaults to my standard email as the owner. The option to send from the group email only is on as well so I have no idea how to fix this. Thank you
Thank you for the video! I followed the steps you did, but I'm unable to have someone email from outside of the organization. Is there a setting that I'm missing?
Ah, I figured it out. I had set up the "publish posts" setting in Google Admin incorrectly. Yours was the fifth or sixth video on this topic that I watched, and it was the one that got me where I wanted to go. Thanks again!
Great! Hope this helps in managing the day-to-day more efficiently.
Thanks. Just following through with this. One issue I've encountered is that I was unable to access the advanced settings. HOWEVER, it seems there's a bug when you're logged in into more than 1 Google account and the Google Workspace one is not the first in the row. In that case, incognito mode is coming to the rescue. Lol
Thanks. I'm sure this comment will help countless others.
You're a lifesaver!!
Hi there - I'm confused about something. In your example, the customer email is 'contact@...' - now when you replied to the initial customer message from the 'test@' email (1 of the 2 users in the group you showed), the 'reply-to' field is set to the google group email at 'support@'...the issue is that this reply doesn't actually get routed back to the customer (with the 'contact@' email). The reply is forwarded to the 2 members of the google group ('test@' and 'generalcounsel@'). Am I wrong? I've worked through all the settings like 10 times at this point and tried all sorts of variations and cannot figure it out. This whole this is useless if company replies don't get forwarded to the external email that initiated the post :(
I've ran into the same issue, have you figured out a solution?