Undo send and attachments

Undo send

When you press Send reply, the reply does not go out straight away. Nemma waits 15 seconds so you can catch a mistake before the customer sees it.

• A message appears with Reply will be sent in 15 sec. and the button Undo. It stays on screen even if you move on to the next case.
• Click Undo before the time runs out, and nothing is sent. The reply reopens in the reply box with your text (and your attached files), and the draft is open as it was before you sent. Activity says Reply undone.
• Once the 15 seconds have passed, the reply is sent and cannot be taken back. If it says Too late, the email had already gone out.

Good to know:

• Only the person who sent the reply can undo it. A colleague cannot take your reply back.
• The delay applies to your own click on send. Replies that Auto-send sends, and acknowledgements and out-of-office replies, go out straight away. So does the reply when you send together with an action (for example Cancel order and send): it is then sent once the action has been carried out.
• An undone reply does not count as an AI reply in your billing. It is only counted once the reply has actually been sent.
• The case is only resolved, and the status only changes, once the reply has been sent. If you had chosen Resolve on send, it happens after the 15 seconds.

Attach files to your reply

In the bar under the reply field is the button Attach file. Use it for, say, an invoice, a return label or an image of a size guide.

1. Click Attach file and choose one or more files. The files are uploaded straight away, and they appear as small labels under the text with name and size. Click the cross next to a file to remove it.
2. Write your reply and press Send reply. The files go with the email.

What you can attach:

• PDF
• images (JPG, PNG, GIF, WebP and HEIC)
• text files (TXT and CSV)

Limits: at most 5 files per reply, at most 10 MB per file and at most 15 MB in total. This is so the email can reach the customer. The file extension must match its type, and Nemma checks the file again when you send. If something does not fit, or a file is missing, the reply is not sent, and you get an explanation of what is wrong, so the customer never gets an email saying "see attached" without a file.

Email only. Messenger and Instagram cannot send files from Nemma yet. On those cases an explanation appears instead of the button, and files are also rejected if someone tries anyway.

Not together with an action. You cannot send files in the same click as an action on the order (for example Cancel order and send). The button explains this. Carry out the action first, and then send a new reply with the file.

In the timeline, Reply delivered shows how many files were sent along, for example 2 files attached.