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Order messages set up


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I'm really hoping someone can help me.  I am a new business start up so this is all new to me.  I have different message template which i want to use to send to the customer depending on the query.  When I select the one I want to send to the customer, it doesn't for some reason go to the customers email address.

Can anyone please help in how to set this up?  It needs to be like an idiots guide, step by step.

Thanks

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