Messages Overview

Getting Here

This module can be accessed from the side navigation menu under the menu item, Messages.

Navigation

The Messages Module has 7 components:

• Inbox Sidebar
• Contact Search, Sort & Filter
• Contact List
• Messaging Console
• Conversation Action
• Vertical Sidebar
• Contact Drawer

Inbox Sidebar

The Inbox Sidebar is where you can select your preferred inbox view.

There are 3 possible inboxes to choose from:

• Standard Inbox
• Team Inbox
• Custom Inbox

Standard Inbox

There are 3 displays within the Standard Inbox:

• All: Shows all conversations on the platform.
• Mine: Shows Contacts and conversations assigned to the User only.
• Unassigned: Shows conversations that haven’t been assigned.

Team Inbox

This displays the inboxes of the various Teams in your Workspace, such as Sales, Marketing and Support.

Access to the Team Inbox is granted as below:

• Agents with the “View Contacts assigned to User only” restriction are not able to view any Team Inbox.
• Agents with unrestricted access or with the “View Contacts assigned to User’s team” restriction are able to view their own Team Inbox.
• Owners and Managers are able to view all Team Inboxes.

Custom Inbox

This section shows all the Custom Inboxes created by the User or shared by other Users. There are two sub-sections:

• Created by me: Shows all Custom Inboxes created by the User.
• Created by others: Shows all Custom Inboxes shared with the User.

New Message Indicator

The blue dot indicator indicates a new incoming message in the relevant inbox. It disappears when the inbox is opened.

The blue dot indicator prioritizes inboxes as below for specificity:

Mine > Team > Unassigned > All

When a new message arrives in the Mine inbox, the blue dot will mark it accordingly without alerting the Team or All inboxes. The same principle applies throughout using this hierarchy.

Open Conversation Count

The Open Conversation Count indicates the number of open conversations in an inbox.

Contact Search, Sort & Filter

The available Contact List depends on the selected inbox, as each has its own list of Contacts and conversations. By default, the Contact List is filtered by Open Contacts and sorted by Newest Message first.

Adjust the filters in the dropdown menu of the left tab to view Closed or Snoozed Contacts.

Adjust the Contact sorting method in the dropdown menu of the right tab.

There are 4 Contact sorting options:

• Newest message: Sorts Contacts chronologically by newest messages to oldest messages.
• Oldest message: Sorts Contacts chronologically by oldest messages to newest messages.
• Longest Open/ Closed/ Snoozed: Depending on the chosen filter, sorts Contacts by the length of time their conversations have been opened, closed or snoozed, from the longest duration to the shortest.
• Shortest open/ Close/ Snoozed: Depending on the chosen filter, sorts Contacts by the length of time their conversations have been opened, closed or snoozed, from the shortest duration to the longest.

Search Behavior

If you wish to search for a particular Contact, type your query in the search box. The search behavior depends on the field type you input.

1. Partial or wild-card search: Contacts that partially match the search query will be included in the search result. Example: Searching for car will include results for Carlos, Scarlet and Oscar.
   1. First Name
   2. Last Name
   3. Phone Number
2. Strict-searching: Only Contacts that are an exact match of the search query will be included in the search result.
   1. Email
   2. Custom fields, except for checkbox type, date type and time type.
3. Contact fields that cannot be searched:
   1. Country
   2. Language
   3. Gender
   4. Assignee
   5. Conversation Status
   6. Checkbox type (custom field)
   7. Date type (custom field)
   8. Time type (custom field)
   9. Tags

Contact List

The Contact List shown is based on the selected inbox. Standard and Team Inboxes refresh in real-time when a new inbox is selected or a new message is received. Custom Inboxes have to be manually refreshed by clicking the refresh button on the “Last updated X time ago” banner at the top of the Contact List.

Selecting a Contact

Any action related to Contacts starts with Contact selection. By default, the Contact List is filtered by Open Contacts and sorted by Newest Message first.

Conversation Indicators

Add a Contact

Agents can add individual Contacts from the Messages Module. To add a new Contact, click on the +Add Contact icon next to the Contact Sort, Search & Filter search bar.

Messaging Console

This is where you can view, draft and compose messages to communicate with Contacts. When a Contact is selected from the Contact List, their conversation history, inclusive of Message Metadata and Conversation Events, will load here.

Message Metadata

When you hover over a message, the message metadata will be shown in a callout. The metadata consists of the message's sender and its status with a timestamp.

Refer to Message Status for more information on the different message statuses.

The message sender indicates how the message was sent.

Reply-To Context

When a Contact replies to one of your messages, the Messages Module will indicate the exact message they are referring to for context. Bear in mind that Reply-To Context is only applicable to incoming messages.

Message Status

When you send a message to a Contact, you can check its delivery status by hovering your mouse 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 followed:

Status	Icon	Description
Sent		The message has been successfully sent.
Delivered		The message has been successfully delivered.
Read		The message has been read.
Failed		There was a failure in sending the message.

Conversation Events

Message History will also keep track of important events, such as when a conversation was closed and by which source.

Conversation Events with Reference

It is possible to trigger an event with a reference on supported Channels (Facebook, WhatsApp). References include tracking different links placed in different Channels or tying a Channel user to a session or account in an external app. A Conversation Opened or a Channel event can be triggered with a reference and the reference code will be stored with the event. For events that contain URLs as sources, the URL will also be stored and shown in the Messages Module.

Sending Messages

Here is a quick guide on how to send messages to your Contacts.

Receiving Messages

New messages will appear in the contact list of the Messages Module. New Contacts will be unassigned by default.

Unsupported Messages & Custom Payload

Messages that are not supported will have a fallback display with Unsupported Message or Custom Payload text and Type (if available). Click Show More to view the JSON payload of this message.

Examples of Unsupported Messages are:

• Stickers
• Contacts
• Ads Events
• Line Flex Message
• Instagram Profile
• Instagram Avatar
• Telegram Poll

Conversation Actions

Contact Assignment and Closing a Conversation

Assigning a Contact and closing a conversation work in tandem to help your team stay organized when dealing with an influx of conversations. Assign Contacts to specific agents and archive resolved conversations by closing them.

Contact Assignment and Closing a Conversation are designed to work together to reduce the workload of the agent and manager. There are a few key actions that happen automatically to achieve this:

• Anytime the platform receives a new message from a Contact with no open conversation, a new conversation will be opened for this Contact.
• Any Agent who responds to an unassigned Contact will automatically assign the Contact to themselves.
• The Agent will remain assigned to the Contact after the conversation is closed.

Refer to the below page for more information.

Snoozing a Contact

A Contact can be snoozed to temporarily exclude them from the Contact List. This can be done by clicking the alarm icon at the top right of the Messages Module and selecting the duration of the snooze.

Once the snoozed time is up, the Contact will reappear in the list again.

To un-snooze a Contact ahead of the specified time, click on the timer-off icon. They will immediately reappear in your Contact List.

Vertical Sidebar

In the rightmost column of the Messages Module, you can access the Contact Drawer of a selected Contact by clicking on any tabs in the vertical sidebar.

The vertical sidebar has 4 tabs:

• Contact Details
• Merge Suggestions
• Channels
• Activities

Contact Drawer

The Contact Drawer will display the Contact’s information relevant to the tab you selected.

Contact Details

In this tab, you can access key information about the selected Contact such as their phone number, email, country and language. This information can be updated when necessary.

Read more about Contact Details here:

Merge Suggestions

In this tab, you can find potential duplicate Contacts. All Contacts with the same phone number or email address as the selected Contact will be listed here.

Read more about Merge Suggestions here:

Channels

In this tab, you can find a list of channels connected to the Workspace with different indications.

Read more about Channels here:

Activities

In this tab, you can find all the internal comments and conversation events related to the selected Contact.

Read more about Activities here: