Whenever you receive a new message or alert you'll get a notification in the top right of the screen and the pop up will display which channel or private chat the message is in. When you click on a channel or chat, the thread will open.
You can also access all of your message channels via the 'Notifications' module by clicking on 'No New Messages' or 'New Messages'. From this module you can access all of your private messages between you and other employees, channels you are apart of, and incoming messages from customers.
When you open the module it will show you where you left off previously.
Red circles with numbers next to channel or conversation names indicate that there are new messages.
When you open a channel, the new messages will be under a red line with the "New Messages" header.
When a customer sends a new text or email the system will automatically create an issue and display 3 new options in the messages feed; Assign It, Take It, and Mark as Closed. The system will also show you the status of the message. Unassigned issues are red, assigned issues are blue and show which employee it's assign to, and closed issues are green and show which employee resolved the issue.
Clicking on 'Assign It' will open the issue and show any past communication with the customer relating to this particular issue. From here you can assign the issue/message and leave a private comment or reply to the customer directly from the issue.
If you need to look at the customer's account to solve the issue, click on the 'View Customer' button and the customer's account will open in a lightbox.
Once a message/issue has been assigned, the message will display who it is assigned to in the feed.
When an issue has been handled you can click 'Mark as Closed' and it will display to everyone who can see the message in the chat history, while new messages continue to create new issues.
Quick notes:
You can quickly access all of your assigned messages by going to the Issue Tracker.
You can only close a message if it is unassigned or has been assigned to you.
If a customer sends multiple messages while they have an unresolved issue it will append their messages as comments to the original issue until it is resolved. That way you don't wind up with multiple issues for the same communication.
If a customer sends a message like Yes or Thanks, that doesn't require anyone's attention, you can use the Resolve button like you used to use the red X button to kill the message.