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Text Inbox (Previously Call Center)

  • Updated

 

TEXT INBOX

If a user has “Chat Only” access, then they will only have access to the Call Center (1-1 messaging) and none of the additional navigation tools shown below.

  1. Click Text Inbox
  2. To start a new chat - Please note, if contact exist, new chat will be added to existing record.
  3. Chat view (default) shows recent chats with most recent appearing at top of the list; list shows active conversations from last 60 days..
  4. By right clicking a contact within Recent you will have action items you can chose for the record.
  5. Conversation – Displays conversation history for selected contact.
    1. Additional action items for the record
    2. Type to respond to conversation
    3. To add MMS
  6. Contacts highlighted in red, indicate a contact that has been opted-out from mass text
  7. Auto-Response – You can create an auto response message, when auto response is on, msg functionality will be disabled until auto response is turned off.

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Contacts view

  1. Click to switch to contact view within call center.
  2. Click to view a non-edit view of contact profile.
  3. Click to update contact record.
  4. To start a new chat with contact record.

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New Inbound Messages

If you are currently logged into the system, when a new message is received, you will:

  • Receive an audible notification of a new message
  • If you are in another tab, the system tab will blink with “New Message” notification.

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