It is entirely possible to reply to an anonymous customer in InputKit. The process is exactly the same as replying to an identified customer.
For the full steps, you can refer to this article 👇
How replying to an anonymous customer works
Even if the customer did not provide their name, email, or phone number, you can still:
Send them a message
Ask follow-up questions
Communicate with them through the discussion thread
The customer will remain anonymous unless they choose to share their contact information in their reply.
What email does an anonymous customer receive?
The message includes:
A subject line indicating that the company has replied.
A greeting addressed to the client (without revealing their identity).
A personalized response thanking them for their feedback and acknowledging their comments.
A friendly closing message from the team member who replied.
The email clearly shows that the client’s identity remains unknown and that the conversation continues normally within the secure InputKit system.
How to know if they reply back?
When an anonymous customer responds, their message will appear in the discussion thread exactly like any other customer reply.
You can then continue the conversation normally.
Replying to anonymous customers is an excellent way to show that their feedback matters, even when they prefer not to reveal who they are.
If you have any questions, feel free to reach out to us via the chat.