Managing a conversation in Message Center

Message Center 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.

In Message Center, staff members can:

  • Send outbound messages to initiate conversations with clients.
  • Search for specific conversations.
  • Filter a conversation by date, client type, client group, and client home location.
  • Mute a conversation.
    • Muting a conversation will stop alerts for any new inbound messages. You can also unmute the conversation to continue receiving alerts.
  • Mark a conversation as unread.
    • Marking a conversation as unread will make the conversation appear as a new inbound message and the number of responses the client has made will be indicated since the last outbound message.
    • You can also allow new client messages to remain unread for individual staff members. This means each time a staff member logs in to WellnessLiving using their profile, they’ll be able to see which messages are new and unread for them, regardless of whether another staff member has read the messages.
  • Archive a conversation.
    • Archiving a conversation will move the conversation to the Archived
    • When you send an outbound message in an archived conversation, the conversation will be automatically moved to the Replied
    • If you receive an inbound message in an archived conversation, it will be automatically moved to the Unread
  • Pin a conversation.
    • You can pin important conversations to the top of your inbox and easily locate those conversations.
    • If a filter is applied or if the user chooses to view only unread, read, replied, or archived conversations, the pinned conversations will be hidden until all filters are removed. Keep in mind that pinned conversations will only appear when all messages are displayed.

When managing conversations in Message Center, keep the following information in mind:

  • Staff members must be assigned to a staff role with the Send Email/SMS to clients permission to perform the actions described in this article. For more information, see Staff role permissions.
  • Clients must have a valid cell phone number under the CELL PHONE field on their Profile Details page to receive an SMS message. For more information, see Client profile.
  • Only individual clients can be contacted using Message Center. To send an SMS message to a group of clients, see Contacting a group of clients.

In this article:

    To start a conversation:

    1. Click the App Drawer button .
    2. In the App Drawer, click View All.
    3. In the list, click Messages. You can filter the list by entering Messages into the Search field.
    4. On the Message Center page, click NEW CONVERSATION.
    5. Under the To: field, enter the information for the client with whom you want to start a conversation. You can enter the client’s name, phone number, email address, UID, or client ID.
    6. In the list of clients displayed, click the client’s name.
    7. Under the Type a new message field, enter your message.
    8. Click the Send button .

    To manage a conversation:

    1. Click the App Drawer button .
    2. In the App Drawer, click View All.
    3. In the list, click Messages. You can filter the list by entering Messages into the Search field.
    4. From the list of conversations, click on the conversation you want to mute, mark as unread, archive, or pin.  You may have to browse the list, use the Search option, or filter the list to find the conversation.
    5. Click the Options button and select one of the following options:
      • To stop receiving notifications for new inbound messages to the conversation, select Mute. To unmute a muted conversation, select Unmute.
      • To mark the conversation as unread, select Mark as Unread.
      • To archive the conversation, select Archive.
      • To pin the conversation, select Pin. To unpin a pinned conversation, select Unpin.

    To allow new messages to remain unread for individual staff members:

    1. Click the App Drawer button .
    2. In the App Drawer, click View All.
    3. In the list, click Messages. You can filter the list by entering Messages into the Search field.
    4. On the Message Center menu, click Settings.
    5. On the Settings menu, click Display Statuses.
    6. To allow messages to remain unread for individual staff members, set the Display individual read/unread status for staff members option to ON.

     

    Was this article helpful?
    (37 out of 37 people found this article helpful )

    What can we do better?

    Thank you!
    Thank you for contacting us. We have received your request and will get in touch shortly.

    Contact Us

    We're ready to help you with everything to make your business great, but first check out our Support Center for all the information you need!
    Message Center - Managing a conversation in Message Center