Mark a conversation as replied outside BrandBastion
When a response is sent outside BrandBastion, select Mark as replied outside the platform.
The conversation is marked as replied, and BrandBastion will automatically record:
Attributed to: the agent performing the action
Sent at: the time the action was recorded
You can edit either field when needed.
You can also select Unassigned if the response should not be credited to an individual agent.
Adding the reply text
Adding the actual response text is optional.
Use it when you want the external reply to remain visible in the conversation history for additional context.
If you add reply text, save it to attach it to the external response entry.
Agent performance reporting
Externally sent responses count toward the performance metrics of the agent listed under Attributed to.
If Unassigned is selected, no agent receives credit for the response.
This keeps reply metrics accurate even when teams respond outside BrandBastion.
Undo an external reply
Use Undo if a conversation was marked as replied outside the platform incorrectly.
Undo removes:
The replied-outside status
Agent attribution
The recorded timestamp
Any saved reply text
The response from the attributed agent's performance metrics