Managing messages in Agent View

To work with Agent View messages:

1. Select  Text Messaging in the left pane, and then select Agent View.

2. In the Agent View Actions panel on the right, select  View All.

   The Messages table lists messages sent by mobile users to Mobile Commons that may require a response.

   

   About the Messages table

   The Messages table contains the following information about messages sent in response to Mobile Commons text messages:

   Column	Description
   Profile	The name of the mobile user who sent the message. Tip: Select the name link to open the sender's user profile.
   Body	The content in the body of the message.
   Response	The content of the agent's response to the message, or if the message has not yet been answered, None.
   Status	The status of the message: answered or unanswered.
   Details	Additional profile information about the mobile user who sent the message: First created: Date and time when the sender's user profile was created. Last message received: Date and time when a message was last received from the sender. Campaign: The name of the campaign the sender was responding to. Time Zone: The sender's time zone.
   Agent	The name of the Mobile Commons agent who responded to the message.
   Actions	Available actions for messages sent by mobile users: Respond to this profile No response needed Opt out Start chatting Bulk actions are available above the table. Select a checkbox at the end of the row to select one message or select the checkbox in the heading row to select all, and then select an action: Respond to selected groups of messages No response needed to selected messages Opt out selected profiles

   If the table is longer than one page, use the page-navigation options above and below the table to navigate to the next or previous page.

From the Messages table:

• Search the Messages table

• Filter messages

• Export message data

For more information, see Responding to messages in Agent View.

Searching the Messages table

To search the message records:

1. Select  Text Messaging in the left pane, and then select Agent View.

2. In the Agent View Actions panel on the right, select  View All.

3. In the upper-left corner of Messages page, enter a search term in the Filter box.

4. Select the Arrived After box and select a start date for your search from the calendar selector.

5. Select the Arrived Before box and select an end date for your search from the calendar selector.

6. Select Search!

The Messages table displays your search results.

Filtering messages

The Messages table displays three groups of preset filters at the top of the page.

To filter message records, select a filter option from one or more filter groups:

• Show: Display messages based on whether or not they have been answered:

  Subfilter	Description
  Unanswered	Messages that have been received but not yet answered.
  Processed	Messages that have been answered or marked No response or No response needed.
  All	All of the message records in your company account regardless of opt-in status.

• Status: Display messages based on the response status:

  Subfilter	Description
  Any	All of the statuses.
  Answered	Messages that an agent user has answered.
  Opted out	Messages for one or more campaigns that an agent user has manually opted out the mobile number in the profile.
  No answer needed	Messages that do not require a response.
  Opened	Messages that an agent user has opened but not yet acted on.

• When: Display messages based on when they were received:

  Subfilter	Description
  All	All messages received, regardless of time frame.
  Today	Messages received today.
  This week	Messages received this week to date.
  Last week	Messages received last week.
  This month	Messages received this month to date.
  Last month	Messages received last calendar month.
  This year	Messages received this year to date.

• Time Zone: Display messages based on the sender's time zone:

  Subfilter	Description
  All	All messages received, regardless of time zone.
  ET	Messages received during Eastern Time.
  CT	Messages received during Central Time.
  MT	Messages received during Mountain Time.
  PT	Messages received during Pacific Time.
  AKT	Messages received during Alaska Time.
  HT	Messages received during Hawaii Time.

The Messages table displays only those records that match the selected filter(s).The filtered results include profiles that fall under Daylight Time, as applicable.

Exporting message data

You can export the full set or a subset of message records to a CSV (comma-separated values) file.

To export message data:

1. Select  Text Messaging in the left pane, and then select Agent View.

2. In the Agent View Actions panel on the right, select View All.

3. Arrange the Messages table to display the records to export. For more information, see Searching the Messages table and Filtering messages.

4. Above the Messages the table, on the right, select Save as CSV.

   The message records in the Messages table are saved in a CSV file containing the following columns:

   Column	Description
   phone	The mobile phone number for the mobile user who sent the message.
   created_at	The date and time when the mobile user sent the message.
   opened_at	The date and time when the agent opened the message.
   opened_by	The name of the agent who opened the message.
   processed_at	The date and time when the message was answered or marked No response needed.
   status	The response status of the message: Answered Opted out No answer needed Opened
   last_message	The last message sent by an agent to the profile user.
   last_reply	The last reply received from the profile user.

5. To download the CSV file, select Home in the left pane, and then select Reports.

6. Locate the CSV file in the Exports table, select the link in the Name column, and then open the downloaded file.