Overview

This document will review the Customers Messages inbox. See Team Messages or Announcments for more information on those features. 

 

Please see this document on Message Center FAQ

 

Who can see Customer Messages / Message Notifications?

  1. By default, only Sales and Service Resources assigned on a Folder will show:
    1. New "Customer Message" pop-up notifications for Folders they are assigned to
    2. "New Messages" red indicator at the bottom-right of the app for Folders they are assigned to
    3. Customer messages in the Message Center screen for Folders they are assigned to
  2. By default, Operators who are not Sales or Service resources will not see Customer messages or be notified of new messages
  3. All users will still be able to view customer messages under the Folder / Communications tab

How do I override the default settings listed above?

     1. If you want to exclude either Sales or Service Resources from Customer Messages, you can do so by unchecking the "Notify Sales (or Service) Resource on Inbound Customer Communications" under Setup / Company / Preferences / Folders tab

     

    2. If you want to see Messages for a specific Sales or Service Resource, simply select their name from the drop-down in the Message Center screen.

     

     3. If you are not a Sales or Service Resource but you would like to receive all Customer Messages, you can toggle the "Subscribe to all" indicator on the Message Center screen to "On". You will receive new message notifications for all locations you have permission to.

     

Open Message Center

To open Message Center, click on the "Message Center" button on the Operations tab,

 

or on red message icon on the bottom-right of the application.

Customer Messages screen

When you receive a text message from a customer, it will show under Messages / Customers.

It will also show a red icon containing the number of new messages you have at the bottom right of your screen. 

 

Read / Unread

Unread is indicated by the blue message icon on the thread and bold message text. A message will show as unread until it is replied to or someone right-clicks over the message and marks it as read. 

Assigning messages to a Folder

If the text # is not found on a Folder or is found on more than one Folder, it will not be auto assigned to a Folder. A user can assign a message to a specific Folder so it shows in that Folder's Communication tab by right-clicking and selecting "Assign Folder". 

The Folder search screen will open with the # pre-loaded into the search. Select the appropriate Folder (if you do not find a Folder, create one) and double-click or select the green check mark to assign

Viewing/ Linking attachments

If the customer sends photos, it will show a message that says "<Attachments (count) - double-click row to view image>". Double-click and the photos will open (if more than one, into multiple windows). 

 

To link the images to the Folder Photos tab, right-click and select "Link Image(s) to Folder" 

 

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