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Filtering Messages

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Filtering Messages

The upper section of the Message Manager screen is largely dedicated to helping you filter out information that you don’t need to see and to support you in locating specific information.

 

The Search box allows you to search the first 160 characters of any message. 

 

The ‘From’ and ‘Until’ date / time fields are applicable to all except General Users and allows date filtering.

 

Queue allows you to filter messages by individual queue (i.e. if inbound emails are received from 2 email addresses you can filter on each address). 

 

In order to apply the filter options you need to click on the ‘filter’ button.  To clear the filter options you need to click on the ‘clear’ button.

 

Filter options for ‘Messages in the Queue’ ,‘Manually Closed Today’, ‘Auto Closed Today’ and ‘Sent Today’ for All Users and ‘Assigned’ for Admin Users and Team Leaders (if teams are enabled) are as follows;

 

 

Enterprise: If you are a General User who has Message Manager access you will only be able to see and search messages relating to your skill or messages which have no skill assigned to them.

 

  • Message Options:

 

The messages option enables you to quickly view four types of message queues;

 

 

Admin users / team leaders get access to a 5th option = Assigned

 

 

We can choose to view messages currently ‘In the Queue’ – this is the default view for general users.  When you select ‘In the Queue’ you will be presented with all new inbound messages.

 

 

 

 

The default view for any Admin user is;

 

 

 

 

You can choose to view messages ‘Manually Closed Today’, ‘Auto Closed Today’, ‘Sent Today’’ or those ‘Assigned’ by selecting the applicable option from the drop down list.  As soon as you choose an option, the screen will automatically refresh and the applicable data will be displayed.

 

Manually Closed Today

 

When you select messages ‘Manually Closed Today’ you will be presented with all messages processed by an individual user, including messages processed by other users and other skills (skills are applicable to Enterprise only).

 

 

 

When you select messages ‘Auto Closed Today’ you will be presented with all messages processed automatically as per the application set up.

 

 

 

Sent Today

 

When you select messages ‘Sent Today’ you will be presented with all outbound messages, including outbound messages sent by other users.

 

 

 

Note: Any message in an ‘Outbound Sending’ or ‘Outbound Sent’ state will be displayed in the ‘Sent Today’ queue. But only the ‘Outbound Sent’ messages will be included in the Ticker ‘Sent’ count.

 

Assigned - functionality only be available to team leaders, admin & super users

 

When you select messages ‘Assigned’ you will be presented with all messages by channel that is currently assigned to any user.  You will be able to return messages to the queue for processing by another available agent.

 

 

 

 

 

 

 

The default display is only those active customers.  The customer status drop down list allows you to filter by ‘inactive’ or ‘all’ customers (both active and inactive).

 

Choose the record you require by clicking on the correct details (as you hover over the customer details the icon will change to a hand) or by clicking on the <SELECT> icon applicable to the required customer record. You may order the customers listed by clicking on the titles that are underlined.

 

When you receive a message from a customer Multichannel will check based on rules in the setup of the system whether certain fields match.  These fields for example could be their mobile number, or email address.  If we receive a SMS message from someone and Multichannel finds their mobile phone number is not already in the system then a customer record will be created with the preferred channel being set to the channel that the customer first contacted you on (in this example it is a mobile number so the preferred channel for this new record will be SMS).

 

If we receive a SMS message from someone and Multichannel finds their mobile phone number is already in the system, it will immediately add this SMS message to their message history.

 

However, if there are multiple customers that Multichannel could assign this message to (i.e. the same mobile number is allocated to 3 different customer records), the system will show you a list of possible active record matches and you will be required to choose the correct customer that the message came from before you can continue processing the message.  Any customer that is flagged as being inactive is not automatically offered to you but you are able to access all customer records and assign the message regardless of their inactive status.  When you do assign a message to an inactive customer the application will make the record active again.

 

To add or edit a contact, enter information in the Customer Detail section. The text on the Update button will turn red when details have changed. Click on the <UPDATE> button to save your changes (note; General users may not have access to update customer details). By default the status of all new customers are set to be Active and the primary contact channels are displayed on the main customer details page.

 

Additional customer detail information is available by clicking on the  icon.

 

 

The following screen appears;

 

 

When on the Customer Details tab you are not able to query existing customers by entering any details into the fields displayed on the left hand side of the screen.  This is solely for adding or altering customer details.

 

To search you either returne to the message console by clicking on the message console icon or enter the text to search on in the search box and pressing enter or clicking on the magnifying glass

 

Click on the  tab.

 

Communication Types – a site wide setting if enabled for your site allows for communication to customers based on the type of communication being sent.

 

For example you may wish to broadcast to a customer on multiple email addresses where 1 email address is used for official communications and another is used for marketing type communications.

If Communication Types are enabled then you can nominate what contact record is applicable to each of the communication types (as defined by yourselves).  Please refer to your reseller if you are interested in this functionality. 

 

Communication Types not enabled screen displays;

 

 

 

Communication Types are enabled screen displays;

 

 

 

Select the required channel from the drop down list and click on the ‘ADD’ button to add additional contact information or simply click edit  to make alterations to any existing contact,

 

The Contacts screen on a site where Communication Types are not enabled displays as follows;

 

 

Communication Types enabled screen displays;

 

 

 

  • Channel 
  • Indicates the channel that you are adding / editing the record of currently 
  • Contact
  • Enter the contact details for the applicable channel.  Rules determine if ‘Invalid’ will appear alongside this field if it is not correctly formatted to the channel selected.
  • Primary
  • Nominate if this is the primary means of communication for this channel type.  If communication types are enabled then primary contact details are negated in terms of broadcasts as the channel applicable to the communication type  will be broadcasted to
  • Contactable
  • Tick if you wish this contact to be able to be messaged.  Note it does not stop the customer sending in a message from this contact record.
  • Communication Types
  • Only applicable if the site setting is enabled and will display the enabled (active) communication types for your site.
  • Each channel can only allocate each communication type once.   For example if we have one email address fred.smurff@callcentre.com with both ‘Marketing’ and ‘Official’ communication allocated to that email address, we couldn’t then add fred@callcentre.com to ‘Marketing’.  You would receive a message such as below ;
  • A communication type can only exist once against a single contact (i.e. 2 mobile numbers cannot  both be flagged as ‘marketing’ but a single email address may be ‘marketing’ and a single mobile number also be flagged as ‘marketing’. 
  • When this occurs if the record is newly added then the contact detail will be added but there will be no communication type added for the duplicate.
  • Different channels can have different communication types.
  • A single contact can be flagged with multiple communication types.
  • The communication type names are business definable and there is no restriction on the number a site can have.
  • Save
  • Click save to update the record
  • Close
  • Click close to cancel any newly entered details

 

Twitter contacts detail;

 

 

Adding a twitter contact

 

 

  • Channel 
  • Indicates the channel that you are adding / editing the record of currently  (Twitter in this case)
  • Contact
  • Enter the contact details for the applicable channel.  Rules determine if ‘Invalid’ will appear alongside this field if it is not correctly formatted to the channel selected.
  • The @ symbol at the beginning of the twitter contact is not required and will be stripped when the contact is saved. By default the @ symbol will be appended on creation of twitter messages.
  • Primary
  • Nominate if this is the primary means of communication for this channel type.  If communication types are enabled then primary contact details are negated in terms of broadcasts as the channel applicable to the communication type  will be broadcasted to
  • Contactable
  • Tick if you wish this contact to be able to be messaged.  Note it does not stop the customer sending in a message from this contact record.
  • Current Status
  • The last update made by this twitter account is displayed
  • ID
  • The ID given to this account by Twitter themselves
  • Name
  • The name of this twitter account
  • Following
  • The number of ID’s this person is following
  • Followers
  • The number of accounts that are following this ID
  • Tweet Count
  • The total number of tweets made by this Twitter ID
  • Save
  • Click save to update the record
  • Close
  • Click close to cancel any newly entered details
  • Delete
  • Deletes the Twitter data if an existing record is being modified

 

Facebook Contact details;

 

 

Add a Facebook contact

 

 

 

  • Channel 
  • Indicates the channel that you are adding / editing the record of currently  (Facebook in this case)
  • Contact
  • Enter the contact details for the applicable channel. 
  • Primary
  • Nominate if this is the primary means of communication for this channel type.  If communication types are enabled then primary contact details are negated in terms of broadcasts as the channel applicable to the communication type  will be broadcasted to
  • Contactable
  • Tick if you wish this contact to be able to be messaged.  Note it does not stop the customer sending in a message from this contact record.
  • ID
  • The ID given to this account by Facebook
  • User Name
  • The username of this Facebook account
  • Name
  • The name of this Facebook account
  • Save
  • Click save to update the record
  • Close
  • Click close to cancel any newly entered details
  • Delete
  • Deletes the Facebook data if an existing record is being modified

 

If you have set a contact for a channel for a customer to ‘un-contactable’ and you attempt to send an

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