How do I see the messages for an activity?
You can see these types of messages in the Messages tab:
Notification: messages sent to the customer and/or resource.
Messages sent to or received from an external application.
Obsolete messages and messages in final statuses are removed from the message queue.
No 'day of event' or 'day of route' messages are generated for non-scheduled activities.
Messages that use the Set property delivery channel (method) are shown in this view, only if they were generated less than one (1) hour ago. The only exception from this rule is for messages that have the Failed status. Such messages are important for troubleshooting, so they don't have the one (1) hour expiration time.
You can filter the types of messages that are visible by using the Message Status, Message Type, and Recipient drop-down lists.
Follow these steps to view all of the messages associated with an activity:
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Select the word “any” from a drop-down list to view all the messages.
- Click Search. The page resets, displaying all messages, as shown in this screenshot:
Time: Indicates the day and time that the message was issued. If it is in the future, then the time listed indicates when the message will be sent to the customer.
Method: Indicates the method by which the message is sent. For example:
Voice –telephone or voice call.
SMS – SMS text message.
Trigger: Indicates the previous action that triggered the message.
Scenario (Step): Specifies the details on the message sent.
Status (Description): Indicates whether the message was successfully sent or not. If a message was successfully sent, this column displays Delivered or Sent. If not, the column displays Failed and a reason for failure.
Address: Indicates the phone number or e-mail address to which the message was sent. If this column says External system, it means the message was sent to an external billing system.
equipment S/N: Indicates the serial number of any equipment referenced.
Time Delivered: Indicates the time the message was delivered.