Message Center FAQ
See a more in depth document on Message Center - Customer Messages
1. If I mark a new message as "read", will it mark it as read for everyone?
Yes. You should only mark a message as read if you are the person responsible for replying to the message. When you do reply to a message, it will auto-mark it as read.
2. Who is notified of new messages?
By default, only Sales and Service Resources assigned on a Folder will be notified of new messages (they will also be notified of any <Unassigned> messages for their "Default" location). A user can choose to be notified of all new messages for locations they have permission to by toggling on the "Subsribe to all"
.png?Policy=eyJTdGF0ZW1lbnQiOlt7IlJlc291cmNlIjoiaHR0cHM6Ly9kemY4dnF2MjRlcWhnLmNsb3VkZnJvbnQubmV0L3VzZXJmaWxlcy8yNTQzLzM5MjYvY2tmaW5kZXIvaW1hZ2VzL3F1L2ltYWdlKDMyMikucG5nIiwiQ29uZGl0aW9uIjp7IkRhdGVMZXNzVGhhbiI6eyJBV1M6RXBvY2hUaW1lIjoxNzQ2ODI2NzE0fX19XX0_&Signature=K914RM4Km~U2l5Ch2ieP-ojU~CkDHpOwNo0IRXWBRm3oZkyUtJmwIYhhPN9BNf2mcGTC~oTmqGu1GzpqgvPtpYRfeulDZeXwMT35ib2VD4buB90E50VCV2Thc3CWK-iMnnD2ubBAbZzumgWkAUigZaYB-pWqHh4F-LJZoQdfBhe2O6ea8MxWYBXjxrPo8kliuFu80NvsvD8YcVq3xNWcbzZG9-QlZdDd8btTDdBTTSPh-9-RJ2g5BkezYip~NpW2gEv21yhDT9OUX4xMiGu4Kdeh3E5lOr6eY7bNnjzpeDLZct7Qmj1ruH5IzGlHpabEXKuCI61WukAQeVp4VEQ4oQ__&Key-Pair-Id=K2TK3EG287XSFC)
If you are Subscribed to all, when you first open Nexsyis, the message count will show the count for all locations you have permissions to.
Then, when you open the message center screen, it will show the count for whatever you are filtered by at the top (it auto-filters to your default location).
If you then want to see the count for All, you should change your filter to <All> locations.
3. Why are messages showing in red and how do I remove them?
A message shows in red when it could not be sent. This is usually either due to the device being turned off or the # is not a valid cell phone #. If you have verified that the phone # is a valid cell phone, you should wait a period of time and then try to send the message again.
You can clear the red messages by right-clicking on it and selecting "Clear"
.png?Policy=eyJTdGF0ZW1lbnQiOlt7IlJlc291cmNlIjoiaHR0cHM6Ly9kemY4dnF2MjRlcWhnLmNsb3VkZnJvbnQubmV0L3VzZXJmaWxlcy8yNTQzLzM5MjYvY2tmaW5kZXIvaW1hZ2VzL3F1L2ltYWdlKDMxOSkucG5nIiwiQ29uZGl0aW9uIjp7IkRhdGVMZXNzVGhhbiI6eyJBV1M6RXBvY2hUaW1lIjoxNzQ2ODI2NzE0fX19XX0_&Signature=Lu-Pyl1mlFyMb~SdB4Jil7-1w7A-7tRDJT9m5CTvY~6PqwgPqxwzdBt2QykYDC6D5Qa4VwnJ4OPBur5nw-mG538hobB2CL9l7q03dltrWitnR04TnzPik5qYK7MBS5f2dWwl3g8ZjRWcMoKqHnerRKAet4GbGK3T~WnkdueTA3tbVn9Ez6wPgJq~Bz6nJnAxz7otpoDptzW4gp4Luj0FDqMubJk6ifiLyUWCs5uFci9hcwUFzSYj0oJIHiApC5T1B-TMGu-09wFmDG2HEZexQPnACMJHgU7AjdsfVd3ctA4sobfPq-0zAY69~ewIcpPrKeICSaAkXM9-4wttB7YvHw__&Key-Pair-Id=K2TK3EG287XSFC)
4. I show that I have a red “New Message(s)” prompt but I do not see any unread messages on Message Center.
The "New Message(s)" prompt will show for any un-read messages of locations you have permissions to. The Message Center screen will auto-filter to your default location and your default "Resource" if you are a resource.
Try the following:
1. From the Location drop-down, select "<All>"
2. From the Resource drop-down, select "<All>"
3. Uncheck the "Restrict to last 30 days"
4. Filter the "Read" column by the un-read bubble
.png?Policy=eyJTdGF0ZW1lbnQiOlt7IlJlc291cmNlIjoiaHR0cHM6Ly9kemY4dnF2MjRlcWhnLmNsb3VkZnJvbnQubmV0L3VzZXJmaWxlcy8yNTQzLzM5MjYvY2tmaW5kZXIvaW1hZ2VzL3F1L2ltYWdlKDMyMSkucG5nIiwiQ29uZGl0aW9uIjp7IkRhdGVMZXNzVGhhbiI6eyJBV1M6RXBvY2hUaW1lIjoxNzQ2ODI2NzE0fX19XX0_&Signature=Sl6~Nx7m8tEA5ohOINAsW7Wn7fgAM5q2iXP3zgi4EwTYpjI9gzz0ph98kFV8gV5rL~-QQLdaJncyBFsXAbZZj-i3dDwdWkgaISuvHK6vWN3b-px7fFyntTDUwud3IL6NTskrGWen6CvOoULYSosW~-QysNMFGZe~to8gi0qlls1~5WlkeBlzBuGtt1cpuaOaS8pfOmqCJH7mmCDGVvesoNZwBj0DqjVGP~wQEaRkIgG1aaN1FLvHOL-cflBGXvBCFRv8WNpjdnlQAfPAQ0s34Rw342uT2-KxJ1M0OLXUCtsjAEcuwRofbzNMVtjmC9xy8lgted7uYSwVP0h5s8s94Q__&Key-Pair-Id=K2TK3EG287XSFC)
5. Why are messages showing as "<Unassigned>" and how do I assign them to the appropriate 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. The Folder # will show "0" in the Message Center screen
A user can right-click and select "Assign Folder" to assign a message to a specific Folder so the thread no longer shows "Unassigned"
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 then Assign).
.png?Policy=eyJTdGF0ZW1lbnQiOlt7IlJlc291cmNlIjoiaHR0cHM6Ly9kemY4dnF2MjRlcWhnLmNsb3VkZnJvbnQubmV0L3VzZXJmaWxlcy8yNTQzLzM5MjYvY2tmaW5kZXIvaW1hZ2VzL3F1L2ltYWdlKDk5KS5wbmciLCJDb25kaXRpb24iOnsiRGF0ZUxlc3NUaGFuIjp7IkFXUzpFcG9jaFRpbWUiOjE3NDY4MjY3MTR9fX1dfQ__&Signature=K4GeRI4aZpIqypQEEeWKdGnIcgCEb3-gbZ7tJIFCtHctUK3wxYVymjzXyC-ZOv36pfxRdTZ-Con1bwn0xuFMRf6FnD5oLj-RcQeNfQJAXJJf4wbq3eTGyI3mJ5UGEyep8g-pIvayzwqm6KETrify-kAoqidxyQsTti~QJw558Ev4HBwBZYGQCe9~mbapoi7~~UxYx4AlIMqI-p2EP925dhw2so36GVOotOMA7nf64Zi-iFEpbgA2gUwZZy1HScEZciw3P2Oj~uAb3F1LQlnmy22XJoGpnVxOYYRXxmgehY7JsXu20~0cg1PjdC4ALQKEQhuQHZqgu-R1l8SsKt1xYg__&Key-Pair-Id=K2TK3EG287XSFC)
Unassigned messages that occur because the text # is on more than one Folder will show highlighted in yellow in the Communications tab for ALL Folders with that text #. The user can right-click and click "Assign Folder" to assign to the Folder and clear the yellow highlight
6. I am getting notifications of <Unassigned> messages. How do I turn this off?
Since you are a Resource, you will receive messages for any Folders you are assigned as the Sales or Service resource to, and any <Unassigned> Folder messages for locations which you have permission to. Someone should be in charge of monitoring and assigning these messages as they come in.
The only way for you to not receive these notifications:
1) Adjust your company setting to turn off message notifications for all sales & service resources (rare). This would be a good option if employees other than the sales/service resources were responsible for replying, i.e. receptionist or call center positions.
2) Remove you as a resource if you are not really being used as a sales or service resource on Folders. An employee should only be marked as a resource if they are being used as the Sales/Service resource on a Folder.
7. What happens when a customer replies "Stop" to opt out of my text messages?
When a customer opts out, Nexsyis will uncheck the "Communicate by Text" box on the Communications tab and insert a note into the Folder notes. A note will be created in any folder that uses that text number. Any future folders at that repair location will be unable to use that # to communicate by text.
.png?Policy=eyJTdGF0ZW1lbnQiOlt7IlJlc291cmNlIjoiaHR0cHM6Ly9kemY4dnF2MjRlcWhnLmNsb3VkZnJvbnQubmV0L3VzZXJmaWxlcy8yNTQzLzM5MjYvY2tmaW5kZXIvaW1hZ2VzL2ltYWdlKDUzOSkucG5nIiwiQ29uZGl0aW9uIjp7IkRhdGVMZXNzVGhhbiI6eyJBV1M6RXBvY2hUaW1lIjoxNzQ2ODI2NzE0fX19XX0_&Signature=O3aOMORUZNed9GfmNVvZA~27FutUMJI6bDhyH7SXadtWyGN5Qs-8vf1Oxx6dxEj1VS~Tb5HYyvg09EzepW7Xfcw3RGvKDoOLuusLXDj8sSV0CY1cL~~ce3fDEHE7uX6QFGVGMs2VpCZA7Dyzrrx5wWcpY-4ZC4ZWEa3sfJhjgSw8BIkWay812nCiq1yIVIKd43DWSj6DwidRl6pW01xU~evu7MUoA3hpUKEq4LA400knbdl0dKPM-wXoFZvtGXHBe2w6RDyL2RYnNN1rcUx4zksknP0hCeQ4vfnYFZNYoWHn7Bda70zY8OUyoI6ktsqusjDt7ow1Ds8oV6eIhEE7lQ__&Key-Pair-Id=K2TK3EG287XSFC)
8. How does a customer re-subscribe to my text messages once they have opted out?
A customer must reply "Start" to the number they unsubscribed from to send or receive text messages. If a customer opts out after one repair, and they come back for a new repair, they will have to reply start to communicate by text on a new Folder.
.png?Policy=eyJTdGF0ZW1lbnQiOlt7IlJlc291cmNlIjoiaHR0cHM6Ly9kemY4dnF2MjRlcWhnLmNsb3VkZnJvbnQubmV0L3VzZXJmaWxlcy8yNTQzLzM5MjYvY2tmaW5kZXIvaW1hZ2VzL3F1L2ltYWdlKDMyNSkucG5nIiwiQ29uZGl0aW9uIjp7IkRhdGVMZXNzVGhhbiI6eyJBV1M6RXBvY2hUaW1lIjoxNzQ2ODI2NzE0fX19XX0_&Signature=Za7oPMd3YtxSDbYeJFOg~N0Y3eV5rpCbwzeheKMreyHs3FsJLceAkko9CGZjRhVnP2R4442mUqPaDwzLmwcXCY6r0P6qXGdPdqXZl8tDhFR57Zna90SBEOAZL1s6axMWe6d5nw9qHmWfW4MqdydT0nv6XenV4a6cZJw8jnEfRb-oS66L0rwPlmvj4lOyME0HkM47VzA~cbbZSaL2G9yrGZxTU4FCkwwZlprGs5u87Wlj-w5JYUuJOcCxWMhh730qzL-DTCuO4-XVBOZq-1dHQwFfmsvfYX7MWwai255Ld5haVR7iG~AIl9iEvRZlAtW4mNopjWOeaItcJZmxDZAdhw__&Key-Pair-Id=K2TK3EG287XSFC)
9. I have a message notification in the bottom left corner, but when I open the Message Center, there are no unread messages?
- This is likely because you have access to multiple locations.
Option 1. We recommend that if you do not need access to the location messages, you remove location permissions.
. You will still be able to view all locations in the Vehicle Center and Folder search screen.
Option 2. If you need location permission, you can open the Message Center and select the location you need to view messages for. Leave the message center open as a tab. The bottom count will only show for the location you have filtered.