Update every affected customer at once

Send an update

1. Open the tracker. In the composer, switch from Internal comment to Update linked customers. The switch shows once at least one chat or ticket is linked and your role may manage conversations.
2. Write the update. It is text only, so the composer offers no files here.
3. Click Preview update. The send shortcut opens the preview too.
4. The preview, Update linked customers, shows your text and Customers who get it with the number. Under Not reached it names every linked chat or ticket the update cannot reach, and why. Linked items you may not open are only counted, and their customers get the update too. The preview itself writes and sends nothing.
5. If you like, tick Resolve the linked chats and tickets and Resolve this tracker.
6. Click Send update, or Send update and resolve when you ticked one of the boxes. The dialog then says Update sent, how many customers got it, how many linked items were resolved and whether the tracker is resolved. Done closes it.

Where the update goes

• A linked chat gets the update in that chat. A linked ticket gets it in the chat the ticket came from.
• Deskwoot sends one message per chat. A chat and the tickets made from it count as one, and the preview marks the others with Gets it in the chat of another linked item.
• The message goes out on the chat's channel, like your reply in that chat. An email goes out in the chat's email thread.
• Every chat stays with whoever holds it, and a resolved chat stays resolved when the update arrives.

A chat is not reached when it was deleted, is in spam, is over your plan's conversation limit, has no inbox, or its customer is blocked. It is also not reached when the channel's reply window is closed: WhatsApp, for example, delivers free text only within 24 hours of the customer's last message, and an update is never sent as a template. Each of these shows under Not reached with its reason.

See how each delivery went

The Last update column in Affected customers shows what the tracker's latest update did for each row: Sending, Sent, Delivered, Read, or Not delivered with the channel's reason. A row the update could not reach says Not sent and why, and a row linked after the update says No update yet. A failed delivery shows there as soon as the channel reports it, without a reload. See When a reply is not delivered.

The tracker also gets an internal line for each update, for example "Anna sent an update to linked customers (3 of 4)", and "and resolved linked items (4)" when it resolved them.

When an update did not reach everyone

If sending breaks off before every customer got the update, the dialog stays open and says The update did not reach every customer yet. Send again to finish it. Nobody gets it twice. Click the send button again, and Deskwoot sends only to the customers who are still missing.

If you change the text before you send again, Deskwoot tells you that it now goes out as a new update. Sending it then reaches every linked customer with the new text.

Resolve with all linked

When the problem is solved, you can close everything in one step:

1. On the tracker, click the arrow next to Resolve (More ways to resolve) and pick Resolve with all linked.
2. The dialog says how many linked chats and tickets get resolved. Linked items you may not open are resolved too and only counted.
3. Write a Last message to all customers (optional), for example "We fixed the problem. Thanks for your patience!". It goes out like an update.
4. Click Resolve all. Deskwoot confirms with "Tracker resolved" and the number of linked items it resolved.

Items that are resolved already stay as they are, and so do chats in spam and chats your plan keeps locked. A plain Resolve resolves only the tracker and leaves the linked chats open.

Limits and permissions

• Sending updates and resolving with all linked needs the role permission Manage conversations (assign, resolve, reopen). It works whoever holds the tracker.
• One tracker updates or resolves at most 500 chats at once. Above that, Deskwoot asks you to unlink some first.
• One person sends at most 10 updates a minute. Previews and resolving without a message do not count.
• An MCP connection cannot send an update to linked customers.
• If your workspace leaves Enterprise, you can still update the customers of the trackers you have.

Frequently asked questions

Do customers see who else got the update?

No. Each customer gets their own message in their own chat, just like a reply from you. Nobody sees the other customers.

Can I attach a file or a picture to an update?

No, an update is text only. If you need to send a file, open the chat from Affected customers and reply there.

A customer has a chat and a ticket linked. Do they get the update twice?

No. Deskwoot sends one message per chat, and a ticket's update goes into the chat it came from. Two separate chats of the same customer each get one.

Why is a WhatsApp customer under Not reached?

WhatsApp delivers free text only within 24 hours of the customer's last message, and an update never goes out as a template. Once the customer writes again, the next update reaches them.

Does the update assign the customers' chats to me?

No. Every chat stays with whoever holds it, and nobody's chat changes hands.

Sending stopped halfway. Will people get it twice if I send again?

No. As long as you keep the text, sending again finishes the same update and skips everyone who got it already.

When do linked customers get the satisfaction survey?

If the inbox sends CSAT surveys and you resolve the linked chats together with the tracker, the surveys go out after your update or last message, so the customer reads your message first. If you resolve the linked chats but leave the tracker open, their surveys wait until the tracker is resolved.

Who may send an update?

Anyone whose role may manage conversations, whoever holds the tracker. The update reaches every linked customer, also those in chats you may not open.