Help > Giving Advice > Giving Advice via Email > Responding to New Email Inquiries

Help & Frequently Asked Questions

Responding to New Email Inquiries


To respond to new email inquiries, please sign in to your LivePerson account and click the Mailbox section of your My LivePerson Menu. Now locate the new inquiry (the session status will be ‘New Question’) and click “Continue”.

Read the client’s inquiry. Below it, under “What's Next?” you are given two response options: "Decline to Answer" and "Reply". If you click the “Decline to Answer” button, the session will be closed and you will not be able to contact the client again. If you want to respond to the client’s inquiry, click the “Reply” button.

You now have two further options: "Provide a PAY TO VIEW answer" or "Send an offer or request more info". The option that you choose depends on the nature of the inquiry.

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