Navigate the Messages Page

The Messages page opens to all messages assigned to the current staff member. Select a message in the list to read and reply to it. Select a status tab to view messages by status.

The message list displays the following information:

Customer – The customer’s first and last name
Subject – The message subject line
Status – Available message statuses are:
- Assigned to me – Messages that have been assigned to the staff member who is logged in
- Open – New messages sent by a customer/member
- Awaiting response – Messages that are awaiting a response from a customer/member
- Escalated – Messages that your staff has escalated
- Closed – Messages that no longer require action and have been closed by a staff member
Last updated – The date and time the message was last updated
Request type – The request type assigned by a staff member; for more information, go to Request Types.
Team – The team assigned by a staff member; for more information, go to Teams.
Viewing – Any other staff members who are currently viewing the message

Message interface showing assigned tasks, including customer details and request status.

Search for Messages

To find a message quickly, use the search box. Enter part of the user's name, or a keyword found in the message title or body. Search results appear as you type. To clear the search, select the “X” on the right.

Search results for 'jane' displaying customer requests and their statuses.

Sort Messages

By default, messages on the Messages pages are sorted by Last Updated date, newest to oldest. Select the down arrow to sort oldest to newest.

Table displaying customer requests, highlighting awaiting response status and details for Jane Dough.

Filter Messages

Filter messages by selecting the filter icon below the status tabs.

Filter options for managing assigned requests, including customer and status categories.

The following filters are available:

Customer – Filter by customer name
Team – Filter by the support team the message was sent to. You can set up teams in Narmi Command under Configurations > Messages. Go to Messages Configuration - Teams for details.
Request type – Filter by request type. You can set up request types for your institution in Narmi Command under Configurations > Messages. Go to Messages Configuration - Request Types for details.
Assignee – Filter by the staff member(s) the message is assigned to. Go to Assign Messages for more information.