Handling A New Inbound Thread

Purpose

Use this workflow when a new inbound text or active conversation needs to be reviewed and handled in Message Center.

Prerequisites

• access to Message Center
• valid company number context
• permission to reply or update thread state

Steps

1. Open /message-center.
2. Select the new or active thread from the inbox.
3. Review the latest inbound message in the thread panel.
4. Check the right-side context panel for lead, vehicle, and follow-up information.
5. Decide whether to:
6. reply now
7. create or update a follow-up
8. escalate or hand off
9. place a call
10. Send the message or perform the required thread action.
11. Confirm the thread’s read/open/follow-up state is correct before leaving it.

Expected Result

• the user responds or records the next action
• the thread remains in the correct operational state
• follow-up context is preserved if further work is required

Common Mistakes

• replying before checking the company number
• closing a thread with unresolved follow-up work
• ignoring the context panel when insurance or vehicle details matter

Troubleshooting

• if send fails, confirm thread validity and company number selection
• if call initiation fails, confirm extension and active caller ownership