Description: The Message Center is the unified interface for managing all incoming and outgoing communications with customers, including emails, SMS, and interactions with Chatbots.
What is it for? (Practical examples)
Using the Message Center allows you to:
- Centralize communication: Respond to emails, SMS, or messages from other channels directly from a single screen, keeping track of the entire history.
- Assign and collaborate: Assign a conversation to a specific team member or add internal notes to ensure efficient handover.
- Manage workflows: Archive closed conversations and flag those that require special attention.
Main features
1. Conversation management
The left panel shows the list of all conversations.
- Conversation status: You can quickly filter active conversations (In progress) from closed ones (Archived).
- Flagging: Conversations can be flagged to indicate they require follow-up or urgent attention.
- Read status: The system tracks unread messages. You can mark all conversations as read with a single click.
- Advanced filters: You can filter the list based on the message source (e.g., only SMS or only Email) or based on who sent the last reply (Operator or Customer).
2. Creating and sending messages
When starting a new conversation, you need to select the type of communication (e.g., Email or SMS, depending on enabled channels).
- New conversation:
- Selecting the recipient from the customer database is mandatory.
- For emails, you can specify the subject and add recipients in CC.
- You can choose which email address to receive the customer's replies on (Main inbox or Personal inbox).
- Message composition:
- The editor supports plain text or HTML formatting, depending on the selected conversation type.
- You can insert emojis via the dedicated selector.
- You can attach files, images, or documents (up to 3 attachments).
- You can quickly import predefined Message Templates to speed up responses.
3. Customer details and context
Clicking the Details button in the chat header opens the customer's information card.
- Quick profile: Displays the customer's name, avatar, registration date, and main contacts (phone and email). A direct link allows access to the full customer profile.
- Context: Shows the customer's preferred language and the original source of the conversation (for example, if it originated from a specific form or automation).
- Assigned users: Indicates which internal operators are responsible for managing that conversation.
4. Advanced conversation actions
Through the Actions menu in the message input bar and the Details panel, management tools are available:
- Assignment: You can assign the conversation to one or more internal users. The assigned user receives a notification (email or push).
- Internal notes: You can add notes visible only to internal staff to record important information or operational instructions. These notes are not visible to the customer.
- Print: You can print the entire conversation history.
- Deletion: You can permanently delete an entire conversation or a single message.
5. Translation features
If the system is configured for automatic translation, the Message Center offers:
- Translation in progress: A label indicates if the system is processing a translation for a message.
- Original/translated view: If a message has been translated (incoming or outgoing), you can toggle between the original and the translation with a simple switch.
6. Chatbot control
If you are managing a conversation involving a Chatbot, specific actions are available:
- Block/Unblock Chatbot: You can temporarily block a specific Chatbot from interacting with the conversation, allowing the human operator to take control.
- Immediate execution: You can force the execution of a Chatbot on the current conversation.
How to configure
Configuration options are found in the Settings panel of the module (or in the general system section, if indicated by a notice).
| Option | Description |
|---|---|
| Email Synchronization | If disabled, the system will warn that replies sent by customers via email may not be properly displayed in the history. It is essential to keep it enabled for complete management. |
| Message Templates | Templates must be predefined in the "Template Management" section (accessible via the button at the top right) to be quickly imported during response composition. |
Automatic integrations
The Message Center automatically integrates with the following modules:
- Customer Database: Each conversation is linked to the customer profile. Customer information (language, contacts, registration date) is displayed in real time.
- Automations (Marketing): Conversations can be started or influenced by automated processes. You can block or unblock Chatbots directly from the chat.
- Notifications: Operators receive immediate push or email notifications when a new conversation is assigned to them or when a customer replies to an ongoing conversation.
Key differences
The Message Center is the primary tool for direct and reactive management of one-to-one communications. It is not intended for creating mass campaigns (which takes place in the Marketing module), but serves as a centralized inbox for support and individual interactions.
