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Outbound and Inbound Messages

The Outbound Communication and Inbound Messages sections within an incident details provide a complete communication history between administrators and incident recipients. The Outbound Communication section displays all messages sent for an incident during different communication phases, such as Initial, Update, or Close. The Inbound Messages section displays all replies received from recipients for an incident.

Outbound Messages

To view Outbound messages:

  1. Navigate to an incident details page.

  2. On Incident Details page, click the Outbound Communication tab.

The Outbound Communication list provides the following details for each sent message.

  • Message Title: Displays the title of the message. On clicking the message title, you are navigated to the message details page.

  • Phase: Displays the phase of the incident communication, such as Initial, Update, or Close.

  • Sent: Displays the date and time when the message was sent.

  • Sent By: Displays the name of the admin who sent the communication. On clicking the sender name, the contact profile of the sender is displayed.

  • Sent To: Displays the recipients of the incident message. Click the recipient value to lists all members in the recipient list.

  • Sent Via: Displays the delivery method used for the communication.

  • RSS: Indicates whether RSS feeds are available for the incident message. Enable RSS Feed to make the message available through RSS. By default, this option is disabled.

Click the ellipsis icon for a message and select one of the following actions:

  • Details: Opens the Message Details page for the selected message.

  • Reports: Opens the Reports page for the selected message.

Inbound Messages

To view Inbound messages:

  1. Navigate to an incident details page.

  2. On Incident Details page, click the Inbound Messages tab.

The Inbound Messages list displays the following details for each received reply.

  • Name: Displays the name of the recipient who replied.

  • Message: Displays the recipient’s message and the delivery method used to reply.

  • Received: Displays the date and time when the reply was received.

The Inbound Messages tab contains the following sections:

  • New: The New section displays all newly received inbound messages. The total count of new messages appears in the section title. When you hover over a message, action icons appear. These icons allow you to move the message to another section:

    • Follow-Up: Moves the message to the Follow-Up section.

    • Follow-Up Post Incident: Moves the message to the Follow-Up Post Incident section.

    • Close: Moves the message to the Closed section.

    When you hover over an icon, a label displays the icon name. After a message is moved to another section, it is no longer displayed in the New section.

  • Follow-Up: The Follow-Up section displays messages that require follow-up. When you hover over a message, the following actions are available:

    • Follow-Up Post Incident: Moves the message to the Follow-Up Post Incident section.

    • Close: Moves the message to the Closed section.

  • Follow-Up Post Incident: The Follow-Up Post Incident section displays messages that need to be followed up after the incident. When you hover over a message, the following actions are available:

    • Follow-Up: Moves the message to the Follow-Up Incident section.

    • Close: Moves the message to the Closed section.

  • Closed: The Closed section displays messages that have been closed. When you hover over a message, the following actions are available:

    • Follow-Up: Moves the message to the Follow-Up Incident section.

    • Follow-Up Post Incident: Moves the message to the Follow-Up Post Incident section.

  • All: The All section displays all inbound messages, including messages from the following sections:

    • New

    • Follow-Up

    • Follow-Up Post Incident

    • Closed

  • When you hover over a message, the following actions are available:

    • Follow-Up: Moves the message to the Follow-Up section.

    • Follow-Up Post Incident: Moves the message to the Follow-Up Post Incident section.

    • Close: Moves the message to the Closed section.

You can reply to an inbound message either to an individual recipient or to all recipients simultaneously.

To reply to a single recipient, use one of the following:

  • Select the recipient and click Reply Selected. In the dialog that appears, type your message and click Send Now.

  • Alternatively, click the recipient’s name to open the conversation view. Type your message and click Send Message.

To send a reply to all recipients, click Reply All. In the dialog that appears, type your message and click Send Now.