When text messages are received by your firm using your Neos Texting (premium feature) provisioned phone number, Neos will try to match the contact based on their phone number and if they are associated with an existing case/intake.
NOTE: You must have Modify permissions to General > Communications Center to assign the Contact, Case, or Topic of a Call Log.
When your firm has Neos Premium Texting and text messages are received that are not part of an existing conversation:
If the phone number is associated with one contact in one case, the message will be added to a new conversation and automatically assigned to the matching Contact and Case.
• Staff assigned to the Staff Roles in the Case Type that are set to Receive Notifications will be included in the "Subscribed to Notifications" field of the Text Conversation. This includes any Staff Role that has a default Staff selected in the Case Type (with Receive Notifications selected). These defaults apply to Cases and Intakes, even if the roles are not added in the Intake Layout.
• Any additional staff who reply to the Text Conversation will be added to that field and receive notifications, regardless of their Staff Role setting in the Case Type.
If the phone number is associated with one contact in multiple cases, the message will be added to a new conversation and automatically assigned to the matching contact.
• The Staff, Case, and Topic fields will be blank.
If the phone number is associated with a contact without a case, the message will be added to a new conversation and automatically assigned to the matching contact.
• The Staff, Case, and Topic fields will be blank.
• Confirm with Seth – select "Undefined (null)"?
If the phone number is associated with multiple contacts or multiple cases, the message will be added to a new conversation and NOT automatically assigned.
• The Contact, Staff, Case, and Topic fields will be blank.
If the phone number does NOT exist anywhere in Neos, the message will be added to a new conversation and NOT automatically assigned.
• The Contact, Staff, Case, and Topic fields will be blank.
Conversations can be assigned individually or in bulk. When conversations are missing the Contact, Case, or Topic, users will see a blue banner at the top of the Text Messages tab with the number of unassigned text conversations. If more than 50 conversations are unassigned, Neos will display "50+" in the banner.
NOTE: The banner can be dismissed by clicking the X. It will not reappear until the user logs out and back into Neos.
You may use the checkboxes to select particular conversations you wish to assign. When one or more conversations are selected, options for Assign and Delete will display above the grid. Refer to Deleting Text Logs for information on deleting text conversations.
When the Assign or Assign Now button is clicked, an Assign Conversation window will display.
The phone number from where the text was sent is displayed at the top.
NOTE: Texts received from contacts outside of Neos will default to "neos-sys" as the Staff. This is a required field but can be changed in this window.
Staff – Select one or more staff that should be assigned to this conversation. Assigned staff will receive notifications when texts are received from this conversation. Users that are listed as staff in the Case will also be notified of new texts. This is a required field.
Contact – Search for the caller's name and click the Select button to have it displayed in this field. This is a required field. If the name does not exist in Neos, a new Provider can be added from the Select a Contact window. The new Provider screen will open but you will need to close the Assign Conversation window to create the new contact.
Case/Intake – Select the case/intake for the associated Contact. If the contact does not have an existing case or intake, close this window and create one first. This is a required field.
Topic – Choose a desired Note Topic. This can be added at a later time, if needed.
NOTE: If the phone number is NOT already associated with the selected Contact, use the prompt to add the number to the name. When Add is clicked, the number will be saved to the Phones section of the Party Tab for the selected Contact with a Type of "Other".
Click the Save button when complete.
