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The Add a Phone Message action menu item allows you to save phone calls you have received from customers. You can also set the message to require a callback from an individual user or a group of users. A good example of how you can use this is when you have a sales call come in, but there are no salespeople available to take the call at that moment. When you require a callback, you can choose to assign it to the sales group and the phone message will appear for all salespeople. The first salesperson to take the phone message will clear the message from the rest of the group.
To begin, click the "Add a Phone Message" action menu item. The resulting window will allow you to make a phone message very similar to a manual message pad.
Choose a Message Type by checking one of the boxes in the Message Type / RE list box. Enter a message that you want to person(s) to see when accepting the phone message (or for historical purposes for messages that don't require a call back). If the phone message requires a call back, check the Requires Callback checkbox and when you want the person(s) to call back by (this defaults to now). If the message is high priority, check the High Priority box. If the message requires a callback, you will also need to set a User or Group responsible for making the callback. You will see that the company you made the message for will be listed in the grid below the save button. You can add as many records to this grid as apply to the message including: Projects, Contacts, Service Tickets, Service Agreements, or Serviceable Items by dragging and dropping records from Search e-manage, Recent Records, Favorites, or any grid that contains any of these types of records.
To Finish, click the Save button. The message will be saved and if it requires a callback, it will be delivered to the selected user or group immediately.
Messages cannot be deleted, however, they can be modified before they are completed.