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Change patron e-mail address

Why would I change the patron e-mail address for a question or chat transcript?

You cannot send an answer or clarification request to a patron if the patron e-mail address is not included or not correct in the Patron field on the Full Question page.

However, if you know the patron's correct e-mail address, you can change the address so you can send messages to the patron.

When you change the patron e-mail address, QuestionPoint creates a copy of the Full Question, except the new Full Question has the new patron e-mail address, a new Question ID, and a note in the Question History describing the change. The new Full Question has the same status as the old one.

After you change the patron e-mail address, you can send the answer or clarification request to the patron from the new Full Question. If the Full Question contains a chat transcript, you also send the transcript to the patron when you send an answer or clarification request.

How can I change the patron e-mail address in a Full Question?

To change the patron e-mail address:

  1. Go to a Full Question that contains the patron e-mail address that you want to change.
  2. Click the Change Patron E-mail button.
    QuestionPoint displays the Change Patron E-mail page.
  3. Type the patron's correct e-mail address in the New E-mail Address box.
  4. Type it again in the Re-enter New E-mail Address box to verify it.
  5. Optional: If you know the patron's name, you can type it in the New Patron Name box.
    Notes:
    • If a patron account already exists for the correct e-mail address, QuestionPoint uses the name associated with the patron account regardless of what you type.
    • If there is no patron account for the correct address, QuestionPoint creates an account and associates the name that you type with it. If you do not type a name, QuestionPoint creates the account with no name associated with it.
  6. Select an Old Question button to specify the action that QuestionPoint will take on the old Full Question:
    • Leave the old question unchanged, except to add a note in the Question History describing the change. (This is the default action.)
    • Delete the old question to remove it from all question lists.
    • Close the question to change its status to closed, move it to the Closed Questions list, and add a note in the Question History describing the change.
  7. Optional: Type the reason for the address change in the Reason for change box.
    Note: If you type a reason, QuestionPoint includes it in the note in the Question History.
  8. Click the Change Patron E-mail button.
    QuestionPoint displays the new Full Question with a confirmation message at the top.
    Note: QuestionPoint does not send a message or chat transcript to the patron when you change the e-mail address. You must send a message to the patron from the new Full Question. The Question History or chat transcript is included when you send a message. For more information, see Send an answer or Request clarification.


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