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Answer a question from a colleague

Do this when a colleague tags you in a comment with a question. You answer from your inbox. Your answer goes into the thread where they asked.

Before you start

Section titled “Before you start”
You need
The question in your Inbox, under To reply, with Answer. It arrives when someone tags you in a comment on a topic or an initiative you can see.
The pictures
The pictures show ACME’s customer success lead. ACME’s sales engineer asks whether a customer can have a spreadsheet of their team’s access by their audit on 4 December.

Steps

Section titled “Steps”

  1. Open your Inbox and find the question under To reply. Its row has the topic’s key and title over the question, and Answer.

    Open the Inbox (opens Emargen in a new tab)
    To reply with four questions; the third is Tom Weber's on ACM-281, Ana, Northgate's audit is on 4 December. Can I promise them the spreadsheet by then, or should I offer only the PDF?, with Answer beside it.To reply with four questions; the third is Tom Weber's on ACM-281, Ana, Northgate's audit is on 4 December. Can I promise them the spreadsheet by then, or should I offer only the PDF?, with Answer beside it.
    1. The colleague’s question, with the topic it’s on.
    2. Answer.

  2. Click the question. It opens beside the list, with the topic it’s on and the whole question. Under it is an answer the agent drafted from the topic.

    Tom's question beside the list: Reply at the top, greyed out; ACM-281 and its title; Mon 12 Oct, 14:32; the question; a Suggested answer with the sections it drew on and Use this; and the empty reply box.Tom's question beside the list: Reply at the top, greyed out; ACM-281 and its title; Mon 12 Oct, 14:32; the question; a Suggested answer with the sections it drew on and Use this; and the empty reply box.
    1. Reply. Greyed out until you’ve written something.
    2. The topic. Click it to read the whole thread there first.
    3. Suggested answer. The agent’s draft. The line under it names the sections of the topic it drew on.
    4. Use this. Puts the draft in the reply box, for you to change.
    5. The reply box. What you write goes into the thread.

    With no model set up for your organisation, there’s no draft, and you write the answer yourself.

  3. Write your answer in the reply box, or click Use this and change the draft. In the picture, the customer success lead adds what only they know: when a spreadsheet could come.

    The reply box with Ana's answer typed in: Offer the PDF for 4 December. A spreadsheet per team comes with ACM-290, which Lena approves once Kelderby is live; I'll tell you when it has a date. Reply at the top.The reply box with Ana's answer typed in: Offer the PDF for 4 December. A spreadsheet per team comes with ACM-290, which Lena approves once Kelderby is live; I'll tell you when it has a date. Reply at the top.
    1. Reply.

  4. Click Reply. A message at the bottom of the screen says “Replied”, with “Undo”. For a few seconds you can take it back, longer if you rest the pointer on the message. Then your reply is sent, and the question shows a tick.

What you get

Section titled “What you get”
  • Your reply in the thread under your colleague’s comment, where everyone who sees the topic reads it.
  • Your colleague gets it in their Inbox, as a comment in the thread they started.
  • The question has a tick and leaves To reply, so the count beside Inbox goes down by one.

Next

Section titled “Next”

How to

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