Message History Management System - FAQs
Getting Started & Navigation
Q1: How do I access the Message History feature in Smart360?
A: To access the Message History system:
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/history
Q2: What is the Message History Management System and what problems does it solve?
A: The Message History Management System provides a consolidated view of all outbound communications with detailed tracking capabilities. It solves several key problems:
- Communication Verification: Quickly confirm whether customers received critical service information
- Failed Message Identification: Systematically identify and address communications that require follow-up
- Unified Tracking: View message delivery across different channels in one interface
- Customer Service Support: Provide definitive answers when customers claim they didn't receive communications
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/history
Q3: Which user roles can access and benefit from the Message History?
A: Several user roles can access Message History:
- Customer Service Executive/CSO Manager: Resolve customer inquiries and verify communication delivery
- Utility Administrator: Monitor system-wide communication performance and identify patterns
- Meter Manager: Track meter-related communications and coordinate service updates
- Billing Manager: Verify delivery of billing communications and resolve payment disputes
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/history
Understanding Message Status & Types
Q4: What are the different message statuses and what do they mean?
A: Smart360 tracks four message status states with color-coded indicators:
- Sent (Blue): Message has left the Smart360 system and is in transit
- Delivered (Green): Message successfully reached the recipient's device/inbox
- Pending (Yellow): Message is queued for delivery but not yet sent
- Failed (Red): Message delivery unsuccessful with documented reason code These visual indicators help you quickly identify messages requiring attention.
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/history
Searching & Filtering Messages
Q7: How do I search for specific messages in the history?
A: To search for messages:
- Use the search bar at the top of the Message History page
- Search by Content: Enter keywords from message subject, recipient name, or message content
- Search by Email: Enter specific recipient email addresses (e.g., robert.johnson@example.com)
- Search by Tags: Use message tags or categories for quick filtering
- Results update automatically as you type
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/history
Q8: What filtering options are available in Message History?
A: Available filtering options include:
- Status Filter: Filter by sent, delivered, pending, or failed messages
- Type Filter: Show only Email, SMS, WhatsApp, or Notification messages
- Date Range: Select specific time periods for message review
- Combined Filters: Use multiple filters simultaneously for precise results
- Quick Filters: One-click buttons for commonly used filter combinations
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/history
Q9: How do I find all failed messages that need attention?
A: To identify failed messages requiring follow-up:
- Click the Status filter dropdown
- Select "Failed" to show only unsuccessful communications
- Review the red-highlighted messages in the results
- Sort by date to prioritize recent failures
- Click on individual failed messages to see failure reasons and next steps
- Use this view to systematically address delivery issues
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/history
Viewing Message Details & Content
Q11: How do I view the complete content of a specific message?
A: To view full message details:
- Locate the message in your filtered or search results
- Click on the message row to expand details
- View complete message content including subject, body, and formatting
- See recipient information and contact details
- Review delivery attempt history and timestamps
- Check any error codes or failure reasons if applicable
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/history
Q12: What information is displayed for each message in the history?
A: Each message displays the following information:
- Subject: Message title or topic
- Recipient: Customer email address or phone number
- Type: Communication channel (Email, SMS, WhatsApp, Notification)
- Date: Sent date in DD/MM/YYYY format
- Status: Current delivery status with color-coded indicator
- Additional Details: Available when clicking on individual messages
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/history
Q13: How do I verify delivery attempts and timestamps for critical messages?
A: To check delivery details:
- Click on the specific message you want to investigate
- Review the "Delivery Attempt History" section
- Check Timestamps: See exact send time, delivery time, and any retry attempts
- Use this information to determine next steps for failed communications
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/history
Sorting & Organization
Q14: How can I sort messages by date to find recent communications?
A: To sort messages by date:
- Click on the "Date" column header to change sort order
- Descending Order (default): Newest messages first
- Ascending Order: Oldest messages first - click Date header again
- Toggle Sorting: Click the same column header repeatedly to switch between ascending/descending
- Date sorting helps identify timing patterns and recent communication activity
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/history
Customer Service & Inquiry Resolution
Q17: How do I verify message delivery when a customer claims they didn't receive communications?
A: To verify customer communication delivery:
- Use the search bar to enter the customer's email address or name
- Review all messages sent to that customer with their delivery status
- Check Status: Look for green "Delivered" indicators for successful delivery
- Failed Messages: Identify any red "Failed" messages that didn't reach the customer
- Delivery Timestamps: Note exact delivery times to correlate with customer claims
- Use this evidence to confirm delivery or identify legitimate delivery issues
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/history
Q18: What should I do when I find failed messages during customer inquiries?
A: When discovering failed message delivery:
- Document the Issue: Note the failure reason and timestamp
- Update Contact Information: Verify customer's current email/phone number
- Resend Message: Use current contact information to resend critical communications
- Alternative Channels: Try different communication methods (email to SMS, etc.)
- Account Notes: Document the delivery issue and resolution steps taken
- Follow-up: Confirm customer received the resent communication
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/history
Q19: How can I use Message History to improve customer service response times?
A: To enhance customer service efficiency:
- Quick Verification: Instantly confirm what communications were sent to customers
- Pattern Recognition: Identify customers with recurring delivery issues
- Proactive Support: Address failed messages before customers call with inquiries
- Complete Context: Provide customers with full communication timeline during calls
- First Call Resolution: Resolve communication-related inquiries immediately with complete history
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/history
Troubleshooting & Best Practices
Q26: Why might some messages show as "Sent" but not "Delivered"? A: Messages in "Sent" status but not "Delivered" can occur due to:
- Email: Messages in recipient's spam folder, full mailbox, or email server delays
- SMS: Network delays, phone turned off, or carrier delivery issues
- WhatsApp: Recipient's phone offline or WhatsApp not installed
- System Processing: Delivery confirmation still being processed
- Monitor these messages and follow up if status doesn't update within reasonable timeframes
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/history
Q27: How should I handle messages that remain in "Pending" status?
A: For messages stuck in "Pending" status:
- Check System Status: Verify if there are any known communication system issues
- Review Queue: Pending messages may be waiting in delivery queue during high-volume periods
- Contact Information: Verify recipient contact details are correct and current
- System Administrator: Contact technical support if messages remain pending for extended periods
- Alternative Channels: Consider using different communication methods for urgent messages
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/history
Q28: What are best practices for using Message History effectively?
A: Best practices for effective Message History use:
- Regular Monitoring: Check failed messages daily to address delivery issues promptly
- Search Strategy: Use specific keywords and filters to quickly find relevant messages
- Status Prioritization: Focus on failed and pending messages requiring immediate attention
- Documentation: Keep notes about recurring delivery issues and customer communication preferences
- Proactive Management: Address delivery failures before customers report missing communications
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/history
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