The Messages page

Messages in the menu opens every conversation with your customers — texts, emails and portal messages — one conversation per order, storage account or business account. You need the Messages (Communication) permission to open it.

The three tabs

Messages

Conversations are listed down the left, unread first, then by the newest message. Each row shows the order number, its status, the day, the customer and the service, the channel of the last message (email, text or portal) and the unread count.

Press a row to open the conversation on the right. The list refreshes by itself every 20 seconds and the open conversation every 10 seconds, so new replies appear while you watch.

Opening a conversation doesn't mark it read. Use:

• Make message read/unread in a customer's message's actions, for that one, or
• Mark all as read at the top of the conversation, or
• Mark all as read for all at the top of the list.

Open Order Window (or Storage, or Account) opens the record the conversation belongs to.

Reply

At the bottom of the conversation:

1. 1Type in Type Message — or press the AI button for help (see AI writing help), or the microphone to speak to type.
2. 2For an order, Apply template puts one of your templates in the box.
3. 3Add Photos & documents if you like — up to 10 files, 5 MB each — or drag them in.
4. 4Press Send as message (it appears in the customer's portal) or Send as SMS (a text).

Tick Also send as message to send the same words as a text and a portal message with one press of Send as SMS. It's for that one message only.

Send as SMS is greyed when the customer can't be texted — point at it to see why. See Text a customer.

Two people answering the same customer

When a colleague who can see the same conversation starts writing a reply, you see it just over the reply box:

• Lilia Hutik is typing… — one person.
• Lilia Hutik and Isaac Raz are typing… — two.
• Lilia Hutik, Isaac Raz and 1 other are typing… — three or more.

Only the name shows, never what they type. It goes away when they send, empty their box, open another conversation or close the page, and by itself about 12 seconds after they stop typing. You never see your own name, and customers never see any of this. Only people in your company who are allowed to open that conversation see it.

If someone else sent a reply to this customer in the last minute and you press Send as message or Send as SMS, MoveBoard asks first, for example "Lilia just replied to this customer 20 seconds ago. Send anyway?"

• Cancel sends nothing and keeps your words in the box, so you can read what Lilia wrote first. With Also send as message ticked, Cancel sends neither the text nor the portal message.
• Send anyway sends it.

This check also catches two people pressing Send at the same moment, even if neither saw the other typing. Your own earlier replies never trigger it.

Each message

Point at a message for its actions: Ping message to a colleague (they're notified), Make message read/unread, and on a customer's message an AI reply or Translate to English. A text that failed shows Resend. Emails show their subject — press it to read the whole email — and whether the customer has opened it.

SMS

A log of this month's texts: order, date, author, direction, from and to, status and words. Filter by status — delivered, received, queued, sent, never arrived, failed, not sent — number can't receive texts. You only see texts on orders you're allowed to open.

Automatic

A read-only overview, grouped by what sets each one off, of the automatic messages switched on, how many each has sent and when last. To change them, go to Settings › Communication › Workflows.