Answer a Question
Select a question from the list to open Question Details. You can read the thread and send a reply when the status allows it.
Status labels
| Status | Meaning |
|---|---|
| Collecting | Student is still sending messages |
| Pending | Submitted and waiting for an agent reply |
| Answered | An agent has replied |
| Cancelled | Closed without a full answer |
| Expired | Timed out before answer (see Old and Expired Questions) |
Question Details panel
- Header: Question Details · Conversation: (masked phone)
- Sections: Question Info, Summary, Previous Questions
- Message thread — senders show as User or Agent
Reply to a question
When status is Pending or Answered:
- Open Reply to Question (or Add another reply).
- Type in Type your reply... — use
*bold*and_italic_if needed. - Optional Preview → Preview Message → Send Message.
- Click Send Reply (Sending… while in progress).
Update status
For open questions (not Answered, Cancelled, or Expired), Update Status lets you set Pending or Cancelled. The support role cannot update status.
Expired questions cannot receive new replies from this screen.