Messages

Message display

Two types of messages can be viewed and sent from the Customer Support > Messages screen:

• Messages to the customer, if a contact email is provided
• Messages to library staff handling customer messages

Messages that are not handled within the assigned processing dates appear in red. The checkboxes at the top of the screen can be used to filter which messages are displayed by message status. Check a box to view messages that are:

• Open - outstanding notifications (status A)
• Processing - waiting for a response from the customer/staff member (status C)
• Closed - messages that have been closed by the library, the customer or other (statuses X, Y or Z)
• My notifications - Only your messages
• Not assigned - Message that have not been assigned to an owner

Information about the messages appears in columns.

Create message 

To generate a new message from the Message menu:

1. Click Create message. The Create a new message window opens.
2. Enter your message information and make selections:

   Field	Description
   Recipient	If the recipient's barcode is available, it can be scanned or manually entered here. A name can also be entered here. The Search customer window opens. Find and select the customer to whom the message will be directed. Name and contact information will be automatically populated in the Create new message screen.
   Name	Name of the individual to whom the message is directed.
   Phone number	Phone number of the individual to whom the message is directed.
   Email	Email address of the individual to whom the message is directed. This is a required field.
   Category	Select a message category from the drop-down list or leave empty.
   Type	If a Category is selected, choose a message type from the drop-down list or leave empty.
   Owner	Assign a group to handle the message.
   To customer admin (button)	If a barcode number was used to identify the recipient, click this button to go to the Customer administration screen for this customer.
   Number of open messages	If a barcode number was used to identify the recipient, the number of open messages to this customer will display here.
   Status	Select the status of the message: Open Handled Wait for response from reporter Wait for practitioner response Closed by library Closed by reporter Closed by other
   Reaction date	Date by which this message must be responded.
   Processed date	Date by which this message must be resolved and closed.
   Subject	Provide a subject to the message.
   Body	Enter text of the message here.

3. Click Create to save the message.

Manage messages

To view or edit a created message, double-click on the message line in the Messages window. The message opens in a new window.

To edit contact information:

1. Click Edit below the name/email/telephone number in the top right corner. An edit box opens.
2. Edit the Telephone number or Email address.
3. Click OK to save.

To edit message information:

1. Click Edit below the message details information in the top left corner. The fields become editable.
2. Make changes to the Category, Message type, Owner, Status, Preferred process date and/or Processor fields.
3. Click Save.

To delete a message:

1. Click Delete. A confirmation message appears.
2. Click Yes to confirm. The message is deleted.

All actions performed on a message appears in the bottom portion of the screen in the History panel. This section displays the date, time and details of the action.

Email the recipient 

An email can be sent directly to the recipient from the Messages screen, if an email address is known.

1. Click to open the message line.
2. Click on the email address of the recipient. A new email window opens in the staff client.
3. Manually enter a message or click Standard text to select a message template.
4. Click Send. The message is sent. The Subject of the message is the subject of the email.

 Note: The sender address is configured in the Wise configuration manager. For more information, see the Address details tab section under Management organizations > Branches.