Tip #318 - How To Use The Internal Messaging Feature

SmartAdvocate has implemented an Internal Messaging feature (IM) that will allow users to send a case-related message (Case Chat Message) or non-case-related message internally to other staff members.

There are two icons, one on the quick add toolbar that will allow the user to send case-related messages, and one on the top toolbar that will be used to send non-case-related messages. There is also a dedicated page for case-related messages in the case itself.

Case related messages (“Case Chat Messages”) will be saved on the Internal Messages Page. Non-Case related messages can be accessed using the bell icon seen on the top toolbar.

Unread non-case-related messages will be indicated by a red number on the notification bell icon. The number will be an indication of how many unread non-case-related messages the user has.

To the right of the bell icon is a “message notification icon” (“Case Chat Message” icon) that will show the number of unread case-related messages the user has.

Clicking on the bell icon or the Case Chat icon will display the number of unread non-case- related messages and unread case-related messages respectively. Either icon (bell or Case Chat) can be used to send new messages of each.

NOTE: Case-related messages are not sent to a specific person, but rather to the “case itself.” This means that when a case-related internal message is sent, by default, it will go to all staff members assigned to the case. The message notification icon can be used to “respond” to a case-related message (“Case Chat”).