Messages
View your messaging history and respond to conversations.
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View your messaging history and respond to conversations.
Last updated
Was this helpful?
This module can be accessed from the side navigation menu under the menu item, Messages
Messaging Module has 5 main sections
Contact View Selector
Contact List
Messaging Console
Conversation Action
Contact Details
The view selector is a dropdown where you can select different views of the contacts.
There is a quick option to show contacts assigned to you only by pressing on Mine at the contact view selector. This quick option can help you retrieve the list of assigned contacts so you can do what you needed to do with it.
The Notification Indicators show the number of contacts available in a chosen filter.
As for the color, please refer to the following:
Indicator color
Description
Blue
There are no unread messages
Red
There are unread messages that requires your attention
Using the example above, it simply means: 1. There are 5 contacts in the Unassigned view. 2. There are 2 contacts assigned to the user and there are unread messages present.
Based on the view selected, the list of contacts can vary depending on the view criteria. The contact list is located at the left of the Messaging Module and it refreshes every time a new view is selected or a message is received.
Whether or not you are sending a message or simply want to review past conversations, you must first select a contact you want to view.
By default, the contact list is sorted by the most recent message.
If you need a find a specific contact or conversation quickly, you can use the search bar at the top and do a search.
Messaging Console is where you can view the messages received from a contact and you can compose or draft messages to respond to the contact. When a contact is selected from the contact list, the conversation history will load including the Message Metadata and Conversation Events.
When you hover a message, the message metadata will show in a callout. The metadata consists of the sender of the message and timestamp of the message statuses.
Refer to Message Status for more information on the different message statuses.
As for the sender, it indicates where the message was sent via.
When a user sends a message to the contact, the user can check on the delivery status to ensure the message is delivered.
You can check on the delivery status of a message by hovering over the message
For each message sent to the contact, there will be an indicator that indicates the status of the message. The statuses are described as follow:-
Status
Icon
Description
Sent
The message is successfully sent
Delivered
The message is successfully delivered to the contact
Read
The message is read by the contact
Failed
There was a failure sending the message to the contact
Message Status is only applicable to messages sent within the messaging window of the channel
Some messaging channels have limited coverage of message status, please refer to this table on the coverage for each channel.
If the message failed to be sent to the contact, hover over the message and it will describe error from the platform or the channel source.
The Message History will also keep track of important events, such as when a Contact was previously marked done and by who.
Event Category
Event
Assignment
User Assigned User Assigned by Automation
User Assigned by Bot
Failed to Assign
Marked Done
Marked Done (Manual)
Marked Done by Automation
Marked Pending (Manual)
Marked Pending by Automation
Marked Pending by Bot
Snooze
Contact Snoozed
Contact Unsnooze
Broadcasts
Broadcast Sent
Survey
Survey Started
Survey Started by Automation Survey Started by Broadcast Survey Canceled Survey Canceled by Automation Survey Canceled by Broadcast Survey Canceled by API
Survey Completed
Survey Failed
Bot Status Update
Bot Status Off
Bot Status Off by Automation
Bot Status Off by Bot
Bot Status On
Bot Status On by Automation
Bot Status On by Bot
Channel
Event coming from Channel
Page Change
Event when a visitor navigates to a different page (Web Chat)
Here is a quick guide on how to send messages to your contacts.
Important: Some messaging channel has a limited messaging window and you may face challenges to send a message. Be sure to plan your replies ahead to ensure your message is delivered. Find out more about Messaging Window!
Assigning a contact and marking it done work in tandem to help you and your team stay organized when dealing with an influx of conversations. Assign contacts to specific agents and archive resolved conversations by marking it done.
Learn more about assigning conversations:
Read more about contact details.
