Message History Management System : UserStory ( UX05US05 )

1. Problem Statement

Core Problem: The lack of a consolidated message history system prevents staff from efficiently monitoring communication delivery status, identifying failed messages, and confirming whether customers received critical service information. This communication gap leads to unresolved issues, reduced customer satisfaction, and operational inefficiency.

Pain Points

• Inability to quickly identify and address failed or pending communications that require immediate follow-up
• Difficulty tracking message delivery across different communication channels in one unified view
• No systematic way to search and filter through historical communications when addressing customer inquiries
• Challenges in confirming whether time-sensitive notifications (service outages, account issues) actually reached customers
• Inefficient manual processes for tracking communication status instead of a streamlined view
• Difficulty correlating communication delivery with customer actions or responses
• Fragmented communication records making it difficult to maintain consistent customer service quality

2. Who Are the Users Facing the Problem?

Customer Service Executive/CSO Manager:

• Responsible for customer communications and resolving customer inquiries
• Needs visibility into all customer-facing communications
• Manages customer satisfaction and communication effectiveness

Utility Administrator:

• Oversees system-wide configuration and performance
• Needs holistic view of communication performance across the organization

Meter Manager:

• Manages metering operations including usage alerts and maintenance notifications
• Responsible for ensuring customers receive timely information about meter-related issues
• Coordinates service updates and maintenance communications

Billing Manager:

• Oversees billing operations including invoices and payment confirmations
• Needs to verify delivery of billing-related communications
• Responsible for ensuring customers are properly notified of payment status

3. Jobs To Be Done

1) When I am responding to a customer who claims they never received important utility information, But I cannot quickly verify what communications were sent to them and their delivery status, Help me search the message history by recipient email and view status indicators, So that I can confidently confirm whether messages like the "Account Verification" to robert.johnson@example.com failed and take appropriate action.

2) When I need to track communications across different channels for service events, But the information is scattered and difficult to correlate, Help me view a complete history of all message types (Email, SMS, Notification) in one central location, So that I can ensure customers receive consistent information across all touchpoints.

3)When I am investigating why customers haven't responded to important notifications like invoice reminders, But I cannot easily determine what was sent and when, Help me sort the message history by date and subject, So that I can verify exactly when communications were sent and their current status to make informed decisions about follow-up actions.

4. Solution

Message History Management System provides a comprehensive view of all outbound communications with detailed tracking capabilities. The solution enables users to search, filter, and manage message history across multiple channels, ensuring transparency and accountability in customer communications.

Key Capability Areas:

1. Unified Message

• Consolidated view of all message types (Email, SMS, Notifications) in a single interface
• Visual status indicators for message delivery (sent, delivered, pending, failed)
• Chronological organization with sort capabilities by date

2. Advanced Search and Filtering

• Full-text search across message content
• Filtering by message status, type, date range, and recipient
• Quick filtering buttons for commonly used search parameters

3. Status Tracking and Notification

• Real-time status updates for all communications
• Detailed delivery information including timestamps
• Error reason capture for failed communications

4. Detailed Message Information

• Complete message content viewing
• Delivery attempt history
• Recipient information and contact details

5. Major Steps Involved

For Customer Service Executive/CSO Manager:

1. Navigate to the History section in the left navigation menu
2. View the Message History dashboard showing all communications
3. Use the search bar to find specific messages by keyword, customer name, or message content
4. Apply filters using the Status and Type dropdown menus to narrow down results
5. Sort messages by clicking column headers --Date----
6. Identify messages with "failed" status that require attention
7. Click on a specific message to view full details including content and delivery attempts
8. Take action on failed messages (resend, update contact information, note account)
9. Use the message history to verify communication patterns when resolving customer inquiries

For Utility Administrator:

1. Access the Message History through the History section in the left navigation
2. Review overall message statistics displayed on the header
3. Apply filters to analyze performance by message type or status
4. Identify patterns in failed communications that might indicate system issues
5. Review system performance metrics for message delivery
6. Implement improvements based on identified patterns

For Meter Manager:

1. Navigate to the History section from the main navigation
2. Use search functionality to find meter-related communications (e.g., "Usage Alert", "Scheduled Maintenance")
3. Filter by message" type " to focus on specific to metering operations
4. Identify any failed communications related to critical service updates
5. Coordinate with field teams based on communication status
6. Plan follow-up communications for failed delivery attempts

For Billing Manager:

1. Access the Message History through the main navigation
2. Search for billing-related communications using keywords like "Invoice", "Payment"
3. Filter by message type to focus on billing emails , sms & whatsapp
4. Verify delivery status of critical invoices and payment confirmations
5. Identify any patterns in failed billing communications
6. Investigate specific customer claims about missing billing information
7. Confirm payment communication deliveries when resolving disputes

6. Flow Diagram

7. Business Rules

General Rules

1. Message history must display subject, recipient, type, date, and status for all messages
2. Messages must be organized in chronological order by default, with newest messages first
3. Status indicators must use color coding for quick visual identification (blue for sent, green for delivered, yellow for pending, red for failed)
4. All message types (Email, SMS, whatsapp,Notification) must be stored and accessible in a unified history view

Status Rules

1. All messages must display one of four status states: sent, delivered, pending, or failed
2. "Delivered" status requires confirmation from the receiving system or device
3. "Sent" status indicates the message has left the UtilityConnect system
4. "Pending" status indicates the message is queued for delivery but not yet sent
5. "Failed" status requires a documented reason code and explanation

Search and Filter Rules

1. Message history must be searchable by multiple criteria including subject, recipient, and tags
2. Filters must include Status, Type
3. Filter combinations must work together (e.g., filter by both status and type simultaneously)

Sorting and Organization Rules

1. Message history must be sortable by all column headers by Date
2. Sort direction must be toggleable between ascending and descending for column
3. Default sort is by Date in descending order (newest first)

8. Sample Data

Message Content Examples:

Account Verification Email:

Subject: Account Verification
To: robert.johnson@example.com
Content: Please verify your utility account by clicking the link below. This step is required to enable online access to your account.
[Verification Link]
This link will expire in 24 hours.

9. Acceptance Criteria

1. The system must display all message types (Email, SMS, Notification,whatsapp) in a unified interface
2. The system must show clear visual indicators for each message status (failed, sent, pending, delivered)
3. The system must allow filtering messages by type with a single click
4. The system must allow filtering messages by status with a single click
5. The system must provide a search function that searches across subject, recipient,tags and content
6. The system must allow sorting by any column Date
7. The system must show the exact date for each message with "DD/MM/YYYY" format for improved readability
8. The system must provide the ability to view complete message content when a message is selected
9. The system must display recipient information in a consistent format across all message types
10. The system must track and display all delivery attempt history for failed messages

10. Process Changes

11. Impact from Solving This Problem

12. User Behavior Tracking

Link - https://preview--utility-connect-hub-20.lovable.app/