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Harnessing the message centre

Harnessing the message centre

The message centre provides a centralised place where facilities can communicate with their members, both in-coming and out-going, via email or SMS.

Every Quoox customer actively uses the message centre, but there are several features within (as well as tricks-and-tips) that can help aid the smooth running of your business.

Automated message archive

By default, every message that matches the email/mobile of a member or lead will be automatically assigned to that member, and archived in their profile.  This makes it extremely easy to view messages that have been sent and received with a given member.

Zero in-box

Many facilities use the message centre as a regular in-box.  This is perfectly fine, but working with a “zero in-box” policy may be of benefit to you.

“Zero in-box” is where you work to always strive to reduce the number of items in your in-box to zero.  This has the benefit of making it much easier to see those items that still require action, as they’re the only ones that display.

When you have reviewed a message, use the popup menu to mark it as “Actioned” or “No Action Required“. This marks the message accordingly, and hides it from the message centre.  It can be revealed by selecting “Show actioned”, and is always visible in the member record (unless deleted).

This process makes it abundantly clear to all of your coaches than a message has been read and, if necessary, dealt with.  It greatly reduces the amount of clutter that you are having to deal with, and can be a massively psychological boost.

Allocating messages to individuals or groups

If you view a message and it requires action by another person(s), Quoox makes it very easy to allocate those messages.

To allocate a message, select “Assign To…” from the popup menu, and then either “an assignment group” or “an individual employee“. Then select the group or individual to whom you wish to assign the message.

The assignee(s) will receive an assignment message in their dashboard, which enables them to quickly access and respond to the message.

At the point of assignment, the message will be marked with an “assigned” icon, but will remain visible in the message centre.

When an assigned individual marks the assignment as “in progress“, only they see the message by default.  The correct use of assignments helps make it clear whether a message is being dealt with, and also prevents the issue of more than one assignee jumping on the same message.

Custom Member Groups

It is very easy to setup custom member groups in Quoox.  Any member may belong to one or more groups.

By using member groups you have a straightforward and fast method for bulk messaging multiple members simultaneously, without needing to enter each of their names manually.  Group messages may be personalised by the use of the fill-in merge fields (e.g. [[MEMBER.FIRST_NAME]])

Message templates

If you find yourself regularly sending the same (or similar) message, Message Templates can be a massive time saver.

Message Templates are configured within the Setup > Message Templates section of Quoox.  These can be for either email or SMS.

When sending a message, optionally select a pre-written template, and the message subject and body will pre-fill.  You can then further tailor the message as you wish before hitting “send”.

The above are a few ways that using the functions within the Message Centre can streamline your business; save you time; and help you ensure that you never miss a message. These are just some of the ways to get the most from Quoox.

Quoox now integrates with Myzone for easy account creation and 2-click MZ-Remote sessions. Learn more