Supervisor Text Management

How does a supervisor know a text has been received in ACE?

A text message supervisor will see an alert in the toolbar within a few seconds of a new text message being received when.

Text messages are assigned to a supervisor logged into ACE when the associated phone number has not been linked to an account or the linked account has no primary agent. If the primary agent is not currently logged in supervisors will receive alerts per the Alert delay in hours" for un-responded text messages.

Supervisors will be alerted regarding any messages that are unresponded to within a specified number of hours. See ITMS Setup in ACE related to setting the "Alert delay in hours".

How does a supervisor view and/or link a text that has been received?

The Alerts dropdown will list the texts assigned to the supervisor along with any texts that have not been responded to per the "Alert delay in hours".

After selecting an alert message from the drop down list associated with a linked account, the supervisor will be linked to the account page’s Text Log where they can select and view each text message linked to the account.

Selecting an alert message from the drop down list associated with an unlinked account, will open the unlinked Text Message Inbox in the Text Message Manager where the supervisor can “Link” the phone number and associated text logs to an account.

The Agency #/Debt ID must be used in the Account # field to link the account. The phone number will be added to the account and will be set as priority #1 automatically.

After an account is linked, the consumer will receive an opt in request automatically to their mobile number.

How can a supervisor view a list of unanswered text messages?

The supervisor has access to a Text Message Manager under the Utilities menu.

If there are unresponded messages that need to be linked to an account, they will be listed in the Text Message Inbox for the supervisor ("View My Assigned Texts") or the Unresponded Texts ("View All Unresponded Texts").

The supervisor can click “View All Unresponded Texts” to see other text messages that may need a response. The supervisor can return to assigned texts by clicking “View My Assigned Texts”.

How can a supervisor respond to unanswered text messages?

The supervisor has access to a Text Message Manager under the Utilities menu. After viewing assigned texts or unresponded texts, the supervisor can select a text message from the list and will have the option of linking the text to an account or replying to a text message.