Messages let the desk reach a person about matters outside a call. An in-app message appears in the person's inbox. An email goes to an address you type.
Before you start #
Everyone can read their own inbox. Sending needs the dispatcher, advisor, manager or owner role. Email goes out once the office mail host and from address are set in Rates and settings.
Steps #
- Choose Messages in the menu. Inbox shows what people sent you. Sent shows what you sent. The desk also sees All messages.
- Choose Read on a row. The message opens below the list and an inbox message is marked read.
- To write one, fill in New message: choose In-app message and a person, or Email and an address. Add a subject and the message.
- Choose Send. An in-app message reaches the inbox at once.
- An email shows Waiting to send until the office mail server sends it. Open it and choose Send again to try once the mail host is set.
Technical details
- Routes:
GET /dispatch/messages?box=inbox|sent|all,POST /dispatch/messages,POST /dispatch/messages/:id/readandPOST /dispatch/messages/:id/send. Reading needs any role, and sending needs the Tow group. - A subject holds up to 200 characters on one line. A message holds up to 8,000 characters.
- An email has the status held, sent or failed, with the error the mail server gave.
- The browser demo keeps the email and shows it as waiting, because delivery needs the office mail server.
If something goes wrong #
- "Choose who receives the in-app message": pick a person.
- "Enter an email address such as name@example.com": check the address.
- "Set the office mail host and from address first": open Rates and settings and fill in the mail host and from address.
- "Choose an active person": the person has left. Pick someone else.