How do I reply to an email from a Founder?
Email Response Process
Respond to all emails within HelpScout
Click into an email and click the ‘reply’ button
Use saved replies when needed to help you respond quicker
If you’re not ready to send the email, save it as a draft
When you’re ready to send the email, click ‘Send’
The email will move to the ‘closed’ folder.
Re-open or close any emails by changing the status to ‘Active’ or ‘Closed’
Our response time is within 24 hours on business days
Post-sale emails (emails from Founders) will be handled by the Customer Experience team. Do not reply to Founder emails. To escalate a Founder complaint, onboarding issue or email use the process below.
Client Escalations
If you come across an escalation, or find a CX related email in your inbox, please follow the Client Escalation Map. You can then reply with the below:
“I have forwarded this to our Client Experience team to assist you with. They will get back to you asap to help”
Key Team Members:
Mahala Constantis - CCO, AUS
Nic Nelson - CX Manager, US
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