Message Center is a paid add-on feature that allows your clients and staff members to engage in end-to-end conversations using SMS text messaging. Clients can reply to your automated notifications and marketing texts or simply send a message to your assigned phone number to start a new conversation. A history of interactions via Message Center can be viewed in the client’s contact history.
Note: Staff members must be assigned to a staff role with the Manage messages permission to access the Message Center inbox and perform the actions described in this article. For more information, see Staff role permissions.
Start a conversation
To start a conversation in Message Center, complete the following:
Click the App Drawer
> View All > Messages.On the Messages page, click New Conversation.
In the Search box, enter the client’s information and select their name from the list of results.
Type your message to the client and press Send.
Assign a staff member to a conversation
To assign a staff member to a conversation in Message Center, complete the following:
Click the App Drawer
> View All > Messages.On the Messages page, click the conversation you want to assign a staff member to. You may browse the list, use the Search option, or filter the list to find the conversation.
On the right-hand side, click the Edit button
under Assigned to.Search for the staff member. From the search results, select the staff member. When a staff member is assigned to a conversation, they’ll receive a notification in their Alert Center.
To un-assign a staff member from the conversation, click the X to the right of the staff member’s name.
Manage a conversation
To manage a conversation in Message Center, complete the following:
Click the App Drawer
> View All > Messages.On the Messages page, click the conversation you want to manage. You may browse the list, use the Search option, or filter the list to find the conversation.
Click the Action button
and select from the following options: Mute, Archive, Pin.Muting a conversation will stop alerts for any new inbound messages. You can also unmute the conversation to continue receiving alerts.
Archiving a conversation will move the conversation to the Archived folder. If you receive an inbound message in an archived conversation, it will be automatically moved to the Unread folder.
Pinning a conversation will keep it at the top of your inbox, making it easily accessible. Pinned conversations will only appear when there are no filters applied and all messages are displayed.
Filter conversations by message type
To filter conversations by message type, complete the following:
Click the App Drawer button
then click View All > Messages.In the top-right corner, click Message Type.
Select the message types you want to be included in the list:
Manual – Set this option to ON to include messages that were sent by a client through Message Center or by a staff member through Message Center or QUICK Contact.
Marketing – Set this option to ON to include messages that were automatically sent as part of an automated marketing campaign.
Notifications – Set this option to ON to include messages that were automatically sent as a client notification.
Failed messages – Set this option to ON to include messages that failed to send. Failed messages can be manual, marketing, or notification messages.
Determine how messages are marked as read
To determine how messages are marked as read to staff members, complete the following:
Click the App Drawer
> View All > Messages.On the Message Center menu, click Settings.
On the Settings menu, click Display statuses.
To show messages as unread to individual staff members until they personally view them, set the Display individual read/unread status for staff members toggle to ON.