Nexsyis Message Center – FAQs & Troubleshooting Guide

See a more in-depth document on Message Center - Customer Messages 

Summary:
This guide addresses frequently asked questions about the Nexsyis Message Center, including how read statuses work, who receives notifications, and how to handle unassigned or failed messages.

1. If I mark a new message as "read", will it mark it as read for everyone?

Yes. Marking a message as "read" updates the read status for everyone in the company.
✅ Only mark a message as read if you are the person responsible for replying. When you send a reply, the system will automatically mark it as read.

2. Who is notified of new messages?

By default, Sales and/or Service Resources assigned to a Folder receive message notifications. They are also notified of "Unassigned" messages for their default location.

A user can opt to receive all message notifications for any location they have access to by enabling the "Subscribe to all" setting.

• When logging in, the message count reflects all unread messages across locations you have permission to.

• The Message Center screen defaults to your default location.

• To see message counts for all locations, change the Location filter at the top.

3. Why are messages showing in red, and how do I remove them?

Messages appear red when they fail to send—typically due to:

• The device being turned off

• An invalid or landline number

To clear the red unsent messages, right-click and select "Delete"

✅ If the number is valid, wait and try re-sending. (You can verify a # is not a landline by going to Phone Validator 

4. I see a red “New Message(s)” prompt or a message count in the bottom-right, but I don’t see any unread messages in Message Center.

This typically happens for one of two reasons

1. You have unread message(s) older than 30 days. To resolve, Uncheck “Restrict to last 30 days” and refresh. 

2. You have permissions for multiple locations, and unread messages exist at one of them. By default, when you open Message Center, it is filtered to show only messages for your default location and resource.

To find the unread messages:

1. In the Message Center, change the Location filter to “All.”

2. Change the Resource filter to “All."

3. Filter the Read column using the unread bubble icon.

If you don’t need access to messages for certain locations, you can:

• Remove location permissions (you’ll still be able to view them in Vehicle Center and Folder Search), or

• Leave the Message Center open in a tab, filtered to a specific location. The bottom-left message count will then reflect only that selected location.

5. Why are messages showing as “Unassigned,” and how do I assign them to a Folder?

A message is “Unassigned” when:

• The phone number isn’t tied to any Folder 

• Or it's tied to more than one Folder

• Messages will not auto-assign to Archived Folders

In these cases, the Folder # will show as “0”.

To assign:

1. Right-click the message and select “Assign Folder.”

2. The Folder search opens with the number pre-filled. You may need to check the box "Include Archived Folders".

3. Select the correct Folder (or create one, if needed), then assign.