All parent accounts can now see and manage LocalMessages conversations of any locations they own. This way conversations can easily be routed to the appropriate personnel or the right location. Conversations that may require higher level management input will be able to be easily seen by the head office as well.
Under LocalMessages > Locations
You are able to view the summary statistics across all your locations that use LocalMessages.
On the upper left corner select the locations you would like to view.
On the upper right corner you could select if you would like to see the summary statistics from either 7 or 30 days ago.
The chart below is where you would be able to compare and see how your different locations are doing on LocalMessages.
Active Conversations: How many open and ongoing conversations that location currently has.
New Inbounds Conversations: How many conversations that have not been responded to.
Median Response Time: The average amount of time that it takes for the specific location to respond to an inbound message.
The times that people message during out of office hours or auto responses are factored out of this average time calculation.
Inbound Messages: How many messages that have been sent to your team.
Outbound Messages: How many messages and replies your team has sent out.
Transferring Conversations with LocalMessages
Transfer conversations between different locations and head office. Helpful when a customer messages in to the wrong location or the conversation needs to be redirected to head office.
Important to Note: When conversations are transferred, the reply to the customer will be coming from a different phone number. Before you transfer the conversation, notify the customer that they will be receiving the reply from a different location phone number.
Steps to Transfer a Conversation
In LocalMessages > Inboxes. Navigate to the red-side column. Click "Transfer Conversation"
2. There will be a popup screen where it shows the location that you are transferring this conversation from. Here you can select the destination location you would like to send this conversation to. Also you are able to include an internal note, to update users at other locations about the conversation.
3. Once you click transfer, the conversation will be moved to the other location. The conversation history will populate for the other location users but not for the customers on the other end of the conversation. Transferring the conversation will start a new text message chain for them, so it is important to let the customer know that they will be receiving replies from another phone number.
Have questions? Feel free to contact your Account Manager or message us through the chat bubble on the bottom right corner!