In follow-up mode, I want to write back to a customer and there are no "claim" or "answer" buttons.

    (What are these Edit and Delete buttons about?)

The situation: You click on a question from your Question Lists to write back to the customer but you have no function buttons.

What happened here is the customer replied to their transcript with more information, another question, or a comment. In QuestionPoint, when this happens, you have to "edit" or "delete" the customer's reply before you get your usual function buttons back (like "claim" or "answer" or "refer to").

To do this, scroll to the bottom of the page (which should be the bottom of the customer's reply). You will see the Edit and Delete buttons:

DO NOT click on the DELETE button. This will erase the customers reply completely. There is no confirmation- once you hit DELETE, it's gone.

Click the Edit button. You will then be given the option to edit the customer's reply. Here, please highlight and delete anything that is not the customer's most recent reply. Unless the customer did this before emailing you, the entire transcript will probably be in this box. Please get rid of it for ease of use in transcript mode from here on out.

You will then be left with just the customer's most recent reply and you can then click SAVE to append the reply to the transcript.

The customer's reply is now saved to the transcript and you have your regular functionality buttons back and can now claim, answer, refer, close, or anything else.

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