When a recipient replies to your text message, their reply will get sent to your Microsoft 365 email. You may then post their reply to the Notes and Documents tabs of the Case/Intake in Neos using the Outlook Add-in.
NOTE: Neos Premium Texting eliminates this manual process and automatically posts replies back to the Case/Intake.
To post a text message reply to Neos:
From your Microsoft Outlook Inbox folder, select the email containing the text message reply.
NOTE: You may have to click to open the Outlook item attachment to access the actual text reply.
On the Message tab in Outlook, select the Group Actions button and choose Tag Email.
Use the Search Criteria and Search By fields to locate the desired name. The sender's phone number will populate in the Search field, using the Phone # search criteria as the default. Refer to Tagging Outlook Emails and Attachments to Neos for more details.
Select the matching name. Depending upon the recipient's phone carrier, you may need to select the checkbox to Include Attachments if the reply is attached to the email. For each attachment, select the Document Type and Category to file appropriately within your firm's SharePoint site. Attachments can be opened from the Notes Tab detail view and from the Documents Tab for the tagged Case. Select the desired Note Topic (e.g., SMS or Email). The email will be created as a note on the Notes Tab for the tagged Case.
NOTE: Emails that are tagged to the Case cannot be modified on the Note detail view. Only the Staff and Topic fields can be changed.
Click the Tag Email button to complete the process. A "Neos" tag will be assigned to that email.
Return to Neos and navigate to the selected Case or Provider where the text message reply is posted.
Open the detail view of the posted email reply from the Notes tab list view.
Click Download Original Email to download the email as an .eml file. Go to the Downloads button in your browser and select the eml file.
Your Downloads folder on your computer will open. Depending upon the recipient's phone provider, the eml file may have to be renamed in order to open it in Outlook. To do so, single-click twice into the file Name to enter edit mode. Rename the file and hit Enter. You'll notice that the eml file is now shown as an "E-mail Message". Double-click the E-mail Message type file.
Double-click the text file attachment to view the recipient's reply.
Refer to Attaching Documents to Case Notes for more details.
Navigate to the Documents Tab to view the document entry of the text message reply.