Send message to patron
Use the following procedure to send a message informing the patron about the work on his or her question without changing the question status in QuestionPoint.
For example, you might inform the patron of the expected turnaround time, an unexpected delay, or the referral of the question to another library.
This message differs from an answer or a clarification request because it leaves the question status unchanged.
Its subject line is "Library Question - Message [Question #nnnnnnn]." The content includes only your message and the question history. It does not include your library's Custom Reply Text, nor is it customizable by your administrator (Administration > Institution > Settings > Custom Messages).
If the patron replies to the message, the reply is received at the library's FROM address (if the custom outgoing email address feature is used.) (Administration > Institution > Settings > Outgoing Address).
The patron's reply is not added to the question history inside QuestionPoint and the question status remains unchanged. You may wish to set up a script for use in this message that advises the patron not to reply.
To inform the patron about the work on a question:
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