After a text message has been sent from Neos, a copy is added as a Notes tab entry in the selected Case or Intake. Sent text messages are now part of a conversation and will display in the Activity Feed of the Case/Intake.
NOTE: You must have at least Enabled permissions to the Notes Tab of a Case/Intake.
To view the posted text message in the Case or Intake:
Navigate to the recipient's Case or Intake.
Select the Notes Tab.
Find the message in the Text Messages tab across the top.
Double-click the note. There is no preview pane while in the Text Messages tab view.
The detail will display the text message in a conversation view.
NOTE: When the text message is opened from the All Notes tab, the original Note detail will display. Only text messages opened from the Text Messages tab will display the conversation view.
Subscribed to Notifications – Displays the Staff Code who sent text replies in the conversation and the Staff Code of the associated Staff Role for this Case Type who is flagged to "Receive Notifications". This is configured in the Case Type > General Tab > Staff Assignments.
Contact – Displays the name of the Party to whom the text was sent.
NOTE: While a different contact can be selected, the Phone Number field will not change, as the conversation is associated with the originally sent recipient.
Phone Number – Displays the recipient's phone number. This field cannot be changed.
Case/Intake – Displays the Case/Intake associated with the text conversation.
Topic – Displays "Text Message" by default.
The date and time the text message was sent will display in the conversation bubble in the right pane. If the date is the current date, only the time will show below the bubble. At this time, only outgoing text messages are saved within the conversation. Staff may continue to send text messages within this view but replies from the recipient will still be emailed that can then be posted to the Case/Intake.
NOTE: If your firm has Neos Premium Texting, all replies will be automatically applied to the Case Conversation.
Messages within a single conversation can be deleted or reassigned to another Case/Intake of the listed Contact.
NOTE: You must have Delete permission for Case > Notes Tab to delete messages within a conversation and/or Modify permissions for Case > Notes Tab to reassign messages to a different Case.
Delete Text Message(s)
Use the checkboxes to select one or more texts within a conversation. Click the Delete button above the conversation pane. Click the Yes button to confirm the deletion of the selected texts.
A success banner will display when the texts have been deleted.
NOTE: Deleting texts within a conversation does not delete the text from the recipient's phone.
Reassign Text Messages
Text Messages can be reassigned to another Case. For example, a Staff member may have sent a text to a Party in the active case not realizing that the text message actually refers to a different case where that name is also a Party.
Use the checkboxes to select one or more texts within a conversation. Click the Reassign button above the conversation pane.
On the Reassign Message window, use the dropdown to select a different Case for the listed Party. Then click the Send button.
A success banner will display when the selected message has been moved to the selected Case.
Refer to Case Notes and Intake Notes for more details on modifying, deleting, and printing notes.