As well as replies to your Alert messages, you may also receive messages from the Public through your Local Area Pages, if these have been configured to allow this type of 'incoming contact'.
For any of these types of incoming messages, they will automatically use your 'escalation setup' where you can set a list of words to be checked for in these messages, and then have those messages escalated to a Team for more urgent attention.
Alongside our updates to the message sending process this escalation process will also be enhanced to allow more specific escalation options, where you can create local escalation setups to escalate messages to a local team, based on the location of the member replying.
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Viewing Replies
You can view your current message replies from 'Message Console' >'Inbox' from the Main Admin area.
Open replies awaiting a response are highlighted as open tickets. Click these to view and reply.
You can also view replies assigned to your Team (including any escalated replies or incoming messages from your Local Area pages) from: Your Inbox > Team Inbox:
Replies within the Team may be assigned to specific Team members or unassigned:
This may be useful if an admin is on leave and has assigned the replies for one of their messages to the whole team, to enable those replies to be dealt with by another administrator on their behalf.
Actioning Replies / Messages
When viewing the details of a reply/message, you can also view the initial Alert the respondent is replying to by scrolling to the bottom of the page.
As well as responding to the reply/message in the 'Public reply' box, you can also forward the reply/message to an email address, claim the reply/message as one that you will resolve, assign the reply/message to another Admin to deal with.
You can then use Mark/Send to change the message status/send your response. As well as sending a response, this could be used to close the message if you choose not to reply to it, or to mark a reply/message as pending if you have asked the replier for further details.
Responding to the reply/message (respond to member)
Send a direct response to the respondent, not visible to other members of the public.
Forward the reply/message
Forward this reply/message to an external email address, the system will automatically check for consent from user for this forwarding of their reply/message.
Claim the reply/message (assign to your inbox)
For any replies / messages that may be assigned to your Team, but not a specific admin, you can 'claim' any that you wish to respond to yourself, which will move this reply/message into your main inbox list.
Assign the reply (assign to another Team / specific admin)
For any replies/messages that should be assigned to another Team / a different admin within your Team, you can use 'assign' to choose the Team and Admin that this reply/message is assigned to, this will then be moved into their specific inbox list.
Dealing with escalated replies
While the member reply option isn't supposed to be used for reporting crime, it's important that if a user does report a serious problem, these issues can be escalated and dealt with properly.
The Escalation feature can be used to detect certain key words in an alert and then automatically assign the replies to a specified team. Further details can be found in this guide: Main Admin - Escalation setup (Super User)
If you are a part of a team that is set to deal with these escalated replies, you should receive an email notification, when such a reply is received. Furthermore, upon navigating to the message console, the number of escalated replies should be highlighted.
Clicking there will allow you to view the particular escalated reply and the message that it was sent in response to.
If it the reply is deemed to not be a correct escalation, you can De-escalate the message.
When a message reply is de-escalated, this will automatically assign that reply back to the original admin or team as was designated when that Alert was sent (in cases where this is a specific admin, the team would still have view of that reply too though).
This does differ slightly to when a direct incoming message is de-escalated, in which case these must be re-assigned to the relevant team manually.
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