Collaborate on text messages

How to collaborate on text messages with other users in your organization using comments, tags, and reassignments.

You can collaborate on text messages with these tools on the dashboard and the mobile app:

• Comment
• Tag
• Reassign

Comment on a message

On occasions where you need to add an internal note, use the Comment feature that is available on both the dashboard and mobile app.

Comments are for internal use only and can only be viewed by users that have access to the message thread. You can also add comments to a closed message thread.

Comment on a message from the dashboard

1. Navigate to SMS and click on the message
2. Click on Comment to type a note
3. Click on the Comment box to add it

Comment on a message from the mobile app

1. Click on Messages in the bottom menu and click on the message
2. Click the arrow icon to the left of the text field
3. Click on the comment option to type a note

Reassign a message

You can reassign a text message to another user to allow them to take over a conversation. When reassigning a message, the user taking over the conversation will be able to view the prior messages.

Reassign a message from the dashboard

1. Click on Reassign
2. Select a user from the drop down list
3. Click Assign

Reassign a message from the mobile app

1. Click on the ellipsis icon (three dots) in the upper right corner
2. Click on Assigned To
3. Choose the user or group
4. Click Assign

Tag a message

Applying tags to text messages enables messages to be searched and sorted based on tags applied to the conversation. Your Telzio Administrator can create custom tags that you can then assign to messages.

Tag a message from the dashboard

1. Click Edit Tags
2. Select the tag(s)
3. Click on Update Tags

Tag a message from the mobile app

1. Click on the ellipsis icon (three dots) in the upper right corner
2. Click on Tags
3. Select the tags to apply to this thread and
4. Click save </badge