Chapter 10 Communication Center vMessage with quiz

Another way to view and respond to SMS messages in Bali is through VMessage. You can find VMessage in the communication center on the lower left beneath Customer Search. Here you will have a list of all of the messages that have been sent to customers. These could be individual ad hoc messages sent within the call screen or communications sent out as a result of campaigns. You can scroll to look for the message that you would like to respond to or the customer you would like to contact. Or you can utilize the search bar here up on the top with the search bar, you're able to filter the messages by a start or an end date. An organization if you are contacting customers for more than one storefront in your account by the customer's contact information such as their name, email or phone, or by their vin, you can search for customers who are awaiting a response as well as customers who have received a message but have not yet responded. You can also sort your list by the most recent or the longest waiting. Whichever your preference. There are a variety of options in vMessage to engage with the customer. In the middle is the softphone. This is the soft phone that you're used to seeing in the call screen and in the messages area where again you can scroll and see the message history with that customer as well as the agent who had the most recent communication. If there are shortcuts available in your account, you can choose a shortcut message to respond or type in the message body as you're used to doing. From there again you can hit the return key to send or click the blue arrow. Another option is to open the customer's profile. So let's say you wanted to see more information about that customer, perhaps other methods of contacting them, perhaps further communication. So any inbound or outbound calls, email or SMS history they may have had, perhaps you'd like to see an service history they have or any information included in their timeline. You can view it there. You also have the ability to email the customer if you prefer, so you can click on the open inbox icon. If there is email history with that customer, you will see it here. Otherwise, you can compose a new email via this compose new email button or the icon up here on the upper right. You also have the ability to disposition the message. So let's say you are completed the conversation with this customer. They either don't require a response or it is ready to be dispositioned. You can click into that area, submit your disposition for that customer and go from there. But let's say the customer has messaged you back and you feel that a phone call would be more appropriate, you are able to use this phone call button right here on the right to click and go to their customer profile that you are used to seeing in the call screen area. From here you can choose the phone number you would like to call the customer on and complete your outbound call as you are used to doing. When you want to go back to vMessage, you can click on the icon here on the left and review the next message. Sam.