With LocalMessages, parent accounts can view and manage conversations from all owned locations. This feature allows you to:
Route conversations to the appropriate personnel or location
Provide oversight for conversations requiring higher-level management input
Managing Locations in LocalMessages
Access Location Summary Statistics
Navigate to LocalMessages > Locations
Select Locations to View
Use the dropdown in the upper left corner to choose specific locations to display
Adjust Timeframe for Statistics
In the upper right corner, select whether to view statistics from the past 7 or 30 days
Analyze Performance with Charts
The chart below the statistics allows you to compare performance across locations. Metrics include:
Active Conversations: Number of ongoing conversations
New Inbound Conversations: Unanswered conversations
Median Response Time: Average response time for inbound messages (excluding out-of-office and auto-response times)
Inbound Messages: Messages received by your team
Outbound Messages: Messages and replies sent by your team
How to Transfer a Conversation
Navigate to the Inboxes Section
Go to LocalMessages > Inboxes
Click "Transfer Conversation" in the red sidebar
Select the Destination Location
A popup will appear showing the current location of the conversation
Choose the destination location and include an internal note to inform the receiving team about the conversation
Complete the Transfer
Click "Transfer" to move the conversation
The conversation history will be visible to the receiving location but not to the customer. A new message chain starts for the customer, so inform them about the change
If you have further questions, reach out to our OneLocal support team through the orange chat bubble in the bottom right corner of your screen. We're here to help!