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Using the Message Center

Updated

Message Center

The Message Center receives and manages inbound enquiries. It monitors messages sent to a configured email inbox or submitted through website landing forms. Messages can be reviewed, assigned, responded to, and, where appropriate, processed into bookings.

The Message Center syncs with your enquiries email inbox every five minutes. For setup instructions, see Enquiries Email Integration.

Access the Message Center from your profile menu. Select Message Center to view all messages, or My Messages to view only messages assigned to you.

Default behavior and automation options are configured in Message Center Settings.

Contents

Terminology

Enquiry An email message sent to a shared inbox such as info@ or enquiries@.
Submission A message received from a website landing form.
Associate Messages are linked to Accounts and Contacts. New records are created if no match exists.
Process Convert a message into a booking or mark it as having no booking value.
Action Respond to the message, create a task, or add the sender to a marketing list.
Assign To Allocate responsibility for a message to an Administrate user.

Assign a Message

  1. Open the message from the left pane.
  2. Click Assign To and select the Administrate user responsible for handling the message.

Assigned messages appear under My Messages for that user.

Note: Submission assignment can be automated by configuring the default assignee on the related marketing activity.

Associate a Message

  1. Open the message from the left pane.
  2. Click Associate.
  3. Select an existing Contact, or create a new Contact if no suitable match exists.

If required, an Account and Contact are created automatically, and the message is stored against the Contact record.

Action a Message

  1. Open the message from the left pane.
  2. Click Action.
  3. Select the required action: reply, create a task, or add to a marketing list.

Replies and tasks are stored against the associated Contact.

Process a Message

  1. Open the message from the left pane.
  2. Click Process.

Select one of the following outcomes:

  • Create Booking — creates a new Booking.
  • Associate Booking — links the message to an existing Booking.
  • Mark as Dead — records that the message has no booking value. Dead reasons are configurable.
  • No action required — stores the message against the Contact without creating or associating a Booking.

Delete a Message

  1. Open the message from the left pane.
  2. Click Delete.

Create Enquiry

Use this option to manually log enquiries received outside of email or web forms, such as enquiries received by phone or fax.

  1. Click Create Enquiry.
  2. Enter the enquiry details.
  3. Click Create.

Once created, the enquiry supports the same actions as other Message Center messages.

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