There are two ways to respond to a customer's question:
1. Information Requests
When you begin replying to a customer and you need additional information from the customer in order to provide a complete answer to a question, leave the "Answer" checkbox unchecked when sending your replies. Use cases:
a) Posting an initial greeting;
b) Asking the customer a clarifying question;
c) Verifying information with the customer; or
d) Giving any other sort of non-answer response.
When you are providing any portion of an answer -- content that can resolve the customer's issue if they try your troubleshooting step or lead them to a resolution -- check the "Answer" checkbox before sending your reply. The customer is notified on their screen and via email that their answer is ready, and the customer's rating scale is enabled so they can provide their rating if your answer helps.
Tip: Before you check the "Answer" box and send your reply, you're welcome to add on a quick sentence to your reply to let the customer know their satisfaction is your goal, that you welcome any follow-up questions they may have, and that their 5-star rating at the conclusion of their correspondence with you is most appreciated.