Use commands to add meaning to your emails for you and your team. Through the use of email commands, you can add a note (seen only by your internal users), change the status of an email, assign it to a member of the mailbox, or add labels.
Note - Email commands will only execute on replies to existing emails which are sent from your email client. Email commands are ignored for new emails and emails sent from within Helpmonks web application.
Below is a list of available email commands.
Tip: You can send a reply to the sender while also sending multiple commands in a single message, e.g. a reply with a note and set an assignee. Example:
Attach an Internal Note
To attach a note to an email simple use
#note Everything following ‘#note’ will be added to the email as a note. Beginning another command will end the note
Assign Email to a User
Use #me to assign an email to yourself. This will change the current status of the email.
In order to assign the email to another team member, simply use command pound followed by the email address of your team member, e.g.
To set a status of an email use the command pound followed by the status, e.g.
#label (or labels)
To label a conversation you can simply send the command pound follow with a comma separated list of labels, e.g.
Any unrecognized labels in the list will be ignored.
#remindme (or remind, or reminder)
Set a reminder by using the commands above followed by a date/time or a number of hours, minutes, days, or away.
To specify a reminder day the following words ‘tomorrow’, ‘next Tuesday, or a specific date such as 5/16, (in DD/MM or DD/MM/YYY format) will work.
Setting a reminder time is done either by specifying ‘morning’ or ‘afternoon’ or using the @ symbol followed by a time, i.e. ‘@8a’ or ‘@4:15pm’, '@10:15.
Lastly, reminders can also be set to execute in a given number of minutes, hours, days, etc. by following up the reminder command with the word ‘in’ and the delay, i.e. #remindme in 5 hours.
Example reminder commands.
If no time is specified for a reminder then it will default to ‘morning’. If no date is set it will default to the next occurrence of the specified time within the next 24 hours. A reminder can be set with either (1) a day, (2) a time, (1 & 2) both, or (3) with the ‘in’ keyword followed by the delay length. Multiple reminders can be set for a single email, each reminder will need to have its own '#reminder command.
You can forward emails to your mailbox and Helpmonks will read the forward headers and set the FROM address automatically. However, some email clients do not include the forwarding headers. In this case you can use the #setto email command.
#setto (email address)
With the #setto command you can manually set the FROM address. Once set any reply to this forwarded email will be sent to the address which you set with #setto.
You can even change the TO address of any existing email thread with sending the #setto email command.
Creating a new email thread
So far, you’ve had to go into Helpmonks to create a new message from your mailbox address. With the new #new email command, you will be able to do the same right from your email client.
#new (email address)
Say your mailbox has the address “email@example.com” and you need to send an email from firstname.lastname@example.org to the customer. Within your email client, simply send an email to email@example.com and on the first line you write the email command #new firstname.lastname@example.org. Right after this command, you write the email to the customer.
Here is an example of how this would look in Gmail:
Note - When sending a reply and executing one or more commands within the same email you must place the reply for your customer at the top of the email before any commands have been specified. Anything following the first ‘#’ of a command will be considered part of the commands and will not get sent as part of the reply.
Last updated on Sep. 27th, 2022
Still need help?Contact us