Efficiently manage your workflow without leaving the conversation. From a single view, you can instantly update message statuses, assign inquiries to the right team or staff member, and access key user information.
To manage a message, from the main Messages page, select any message to open the conversation view.
Update Status, Request Type, and Assignee
On the left side of the conversation view, manage the message workflow by updating the status, request type, and message assignment.
Status – Staff can change the status at any time. When you select a status, the message moves to the appropriate tab on the main Messages page. The default statuses are: Open, Awaiting response, Escalated, and Closed.
Request Type – Select a request type from those set up by your institution. To create request types in Narmi Command, go to Configurations > Messages > Request types. For details, see Messages Configuration - Request Types.
Assignee – Assign an individual staff member to the message. Once assigned, the message will appear in the assigned staff member’s Inbox, as well as the Assigned to me tab when they log in to Narmi Command. For more information, go to Assign Messages.
Team – Select a team from those set up by your institution. To create teams in Narmi Command, go to Configurations > Messages and select the plus sign next to Teams. For details, see Messages Configuration - Teams.
Once assigned, the message will appear in the assigned team member’s Inbox, as well as the Assigned to my team tab when they log in to Narmi Command.
View User Information
On the right side of the conversation view, you can access the following user information:
User Details – Select the person icon to view their personal details. Select the arrow icon 
to open the full profile. For more information about the user profile, see User Profile.
Accounts – Select the account icon to view the user’s accounts.
Recent Messages – Select the message icon to view the user’s message history.
Internal Notes – Select the internal notes icon to view staff notes. Internal notes are not viewable by customers/members.
The side panel is collapsed by default, but you can expand it using the double arrows. 
Once you expand the side panel, it stays expanded while you are in the conversation view.
