Messages & Message Management

Messages & Message Management

Never miss an opportunity to surprise and delight customers with rapid responses.  

This tab is only available if SMS text messaging is enabled.

How to Access Text Messages

  1. Log in to the Dashboard.
  2. Click the Messages tab in the navigation menu, then click List.
  3. The SMS messages screen opens.
  4. The Messages Inbox displays by default.



Inbox and Archived

Messages appear in reverse-chronological order. The message with the most recent activity is displayed first. Conversations, displayed to the right of the inbox, show the customer name, phone number, date and time of messages, and customer or lead management icons. 



Messages Data

Customer Name: The customer name appears once the customer has become a lead. If no customer name appears next to a phone number, the customer has not yet become a lead and has only reached out to the company through the SMS or texting module. Once a customer becomes a lead by clicking the Create Lead button and completing the lead form, the name will display.
Phone Number: The customer's phone number used to text the company is displayed. 
Date and Time: The date and time of the most recent customer reply are displayed.
Read: The phone number or customer's name is displayed in regular or normal weight text to indicate that a message has been read. 
Unread: The phone number or customer's name is displayed in heavyweight or bold text to indicate that a message has not been read.
Active or Open: An active or open thread is displayed on the right-hand side of the SMS messages screen and indicated in blue in the Inbox tab.

Conversation Thread 

Mark Unread: Click this button to save the message as unread and return to it later.
Archive: Click this button to archive the conversation and remove it from the Inbox. If the customer replies, the conversation will return to the Inbox in an Unread state.
Download Message: Downloads the active or selected conversation thread.
Create Lead: Opens a pop-up window to complete the lead creation form, linking a conversation thread to a customer or lead.

Create a Lead

If a customer becomes a lead through the SMS or text module, click Create Lead to complete the customer details form. Complete the first name, last name, and email fields for the customer and click save. Once the customer is linked to the conversation thread, or if the customer submits their details through a different app, the Create Lead button becomes a Lead Details button which delivers the user to the lead's contact information and customer journey page.



User consent refers to the SMS or text message opt-in process. If a customer has provided consent (opted-in to messaging) then you can contact the customer via text messaging through the platform. If the customer has not provided consent (opted-out) then you can not contact the customer via text messaging. 

Yes: The customer has opted in at both steps of the opt-in process and can be contacted by text message on this platform only. 
No: The customer has not provided consent to being contacted by text messages. The dashboard will display an error if contact is attempted.
Pending: The customer has started the opt-in process but has not completed the second step of the process.

Consent does not follow the number. Consent obtained through the dashboard does not carry to another messaging service or platform.





How to Manage Conversations, Messages, or Threads

If SMS messaging is enabled, messages received from all enabled apps will be displayed on this screen.
  1. Log in to the Dashboard.
  2. Scroll down to and click the Messages tab from the navigation menu. 
  3. The SMS messages screen opens.
    1. Download All button: Exports all messages, the time and date the message was sent or received, the message status (sent/not sent), the from and to phone numbers, the customer's full name, and the message and thread ID.
      1. Message ID: The ID for the individual message.
      2. Thread ID: Identifies which messages belong to the same thread. Example: Messages with Thread ID 1 belong to the same thread or conversation where messages with Thread ID 2 belong to a separate conversation. 
      3. Created: The date a message was sent or received. 
      4. Time: The time a message was sent or received.
      5. Full Name: The name and phone number associated with the customer.
      6. From: The phone number from which the message originated.
      7. To: The phone number to which the message was sent.
      8. Status: Indicates if a message was sent or not sent.
      9. Message: The specific message sent at a particular day or time.
    2. To view a thread or conversation click on the Inbox or Archive tab.
      1. Locate the message to be viewed by selecting Inbox or Archived.
      2. Scroll through the threads to locate the customer message to be viewed.
      3. Click on the name or phone number of the thread to be viewed. The thread opens on the right side of the screen. View the Conversation/Text Thread actions available above.
      4. Inbox: New or current conversations.
      5. Archived: Old or past conversations.
      6. Unopened/New/Unread: Closed envelope icon and red text.
      7. Opened/Read: Opened envelope icon and white text.

Opt-In/Out Details




Opt-In 

The dashboard follows a double opt-in process.
  1. The customer must agree to receive SMS text messages from the company by clicking the opt-in checkbox within the app form. This step is to identify the customer's consent in the Lead Details Page and Messages thread as "Pending." A message can not be sent to a customer in this state.
  2. Once the above step is complete, the customer will receive an automated confirmation text message requesting the customer to reply "YES" to confirm.
  3. After replying "YES," the dashboard will update the user consent status to "Yes" in the Lead Details Page and Messages thread. If the user consent is "Yes," messages can be sent to the customer.
If your Twilio Number or messaging number. changes, consent will need to be recaptured.

User consent is specific to the dashboard and the Twilio number in use by the company at the time that consent is provided. Consent can not be transferred between phone numbers or other messaging software and platforms.





Opt-Out

The automated messages to confirm opt-in or a scheduled appointment inform the customer how to opt-out.
  1. To opt out of receiving SMS text messages, a customer must reply, "STOP." 
  2. An opt-out confirmation message is automatically sent to the customer but does not appear in the message thread.
  3. The user consent changes to "No" in the platform. A message can not be sent to a customer in this state.




Opting in After an Opt-Out

The opt-out confirmation message sent to the customer provides information to opt back into receiving messages.
  1. To do so, a customer must reply, "START."
  2. The user consent changes to "Yes" in the dashboard. If the user consent is "Yes," messages can be sent to the customer.
If the your Twilio Number or messaging number. changes, consent will need to be recaptured.

User consent is specific to the dashboard and the Twilio number in use by the company at the time that consent is provided. Consent can not be transferred between phone numbers or other messaging software and platforms.

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