VMessage Platform Introduction & Navigation
Comprehensive SMS management system integrated within Volley's communication infrastructure
Located in Communication Center in lower left section beneath Customer Search functionality (00:06)
Centralizes all customer SMS interactions including individual messages and campaign communications
Provides unified interface for managing both inbound and outbound text message workflows
Integrates seamlessly with existing call screen and customer management systems
Advanced Search & Filtering Capabilities
Multi-parameter search functionality enabling efficient message and customer location
Date range filtering using start and end date parameters for temporal message organization (01:15)
Organization-based filtering for multi-storefront account management and departmental segregation
Customer identification search supporting name, email, phone number, and VIN-based lookups
Response status filtering distinguishing between customers awaiting responses and those who haven't replied
Sorting mechanisms prioritizing by recency or wait time based on operational preferences
Integrated Communication Tools & Customer Engagement
Soft phone integration maintaining consistency across platform interfaces
Identical functionality to existing call screen soft phone with familiar user experience (01:30)
Complete message history tracking showing chronological communication timeline with customers
Agent communication logging identifying most recent interaction personnel for continuity
Shortcut message library enabling rapid response deployment for common inquiries (01:53)
Manual message composition capability with return key sending or blue arrow click functionality
Comprehensive customer profile access providing 360-degree customer view
Service history integration showing complete maintenance and repair records (02:15)
Timeline functionality documenting all customer touchpoints and interactions
Multiple contact method availability including phone, email, and SMS communication options
Communication history compilation tracking all inbound/outbound calls, emails, and SMS exchanges
Workflow Management & Disposition Capabilities
Email integration functionality expanding communication channel options
Inbox access through dedicated icon showing complete email interaction history (02:45)
New email composition capability via compose button or upper right icon
Historical email tracking maintaining comprehensive communication records
Message disposition system enabling conversation completion and workflow closure
Completion status management for conversations requiring no further response (03:15)
Workflow transition capability moving completed interactions out of active queue
Status tracking functionality maintaining accurate conversation state records
Call Escalation & Profile Integration
Seamless phone call escalation when text communication requires voice interaction
Direct customer profile access via phone call button transitioning to familiar call screen interface (03:45)
Phone number selection capability allowing choice of optimal contact number for outbound calls
Standard outbound calling functionality maintaining consistent user experience across platforms
Return navigation to VMessage interface via left-side icon for continued message management (04:01)
Next message review capability enabling efficient queue processing and customer service workflow
Transcript:
00:06
Speaker 1
Another way to view and respond to SMS messages in Volley is through VMessage. You can find VMessage in the communication center on the lower left beneath Customer Search. Here you will have a list of all of the messages that have been sent to customers. These could be individual ad hoc messages sent within the call screen or communications sent out as a result of campaigns. You can scroll to look for the message that you would like to respond to or the customer you would like to contact. Or you can utilize the search bar here up on the top with the search bar, you're able to filter the messages by a start or an end date.
00:55
Speaker 1
An organization if you are contacting customers for more than one storefront in your account by the customer's contact information such as their name, email or phone, or by their vin, you can search for customers who are awaiting a response as well as customers who have received a message but have not yet responded. You can also sort your list by the most recent or the longest waiting. Whichever your preference. There are a variety of options in vMessage to engage with the customer. In the middle is the soft phone. This is the soft phone that you're used to seeing in the call screen and in the messages area where again you can scroll and see the message history with that customer as well as the agent who had the most recent communication.
01:53
Speaker 1
If there are shortcuts available in your account, you can choose a shortcut message to respond or type in the message body as you're used to doing. From there again you can hit the return key to send or click the blue arrow. Another option is to open the customer's profile. So let's say you wanted to see more information about that customer, perhaps other methods of contacting them, perhaps further communication. So any inbound or outbound calls, email or SMS history they may have had, perhaps you'd like to see any service history they have or any information included in their timeline. You can view it there. You also have the ability to email the customer if you prefer, so you can click on the open inbox icon. If there is email history with that customer, you will see it here.
02:58
Speaker 1
Otherwise, you can compose a new email via this compose new email button or the icon up here on the upper right. You also have the ability to disposition the message. So let's say you are completed the conversation with this customer. They either don't require a response or it is ready to be dispositioned. You can click into that area, submit your disposition for that customer and go from there. But let's say the customer has messaged you back and you feel that a phone call would be more appropriate, you are able to use this phone call button right here on the right to click and go to their customer profile that you are used to seeing in the call screen area.
04:01
Speaker 1
From here you can choose the phone number you would like to call the customer on and complete your outbound call as you are used to doing. When you want to go back to vMessage, you can click on the icon here on the left and review the next message.