Admins can send messages from cases using the involved party’s email address so that all communications regarding the case are captured directly in AllVoices.
Message an Involved Party
Owners, Primaries and assigned Sub admins can send messages to an involved party from an AllVoices case using the involved party’s email address.
*Viewers and unassigned Sub admins can view case messages but cannot send messages.
To get started, navigate to the relevant case and select "New External Message."
Next, enter the email in the modal that pops up.
All conversations will default to ‘Show message preview in the email' however, you can deselect if you do not wish to show a preview of the message in the email notification the involved party receives.
Press ‘Next’ and the Message thread will automatically pop out so that you can send the involved party the first message.
Email Notification for Involved Party
The involved party will receive an email notification with a passcode and secure link to access the conversation and respond to the request for information.
The involved party will click ‘Reply to Message’ and be prompted to enter the secure code provided to access the conversation.
Involved Party Messaging Portal
Upon entering the code successfully, the involved party can then respond to the admin’s message as well as upload supporting documentation. All information will be captured in the case within AllVoices and the admin will be notified by email when the involved party responds to their message.
If you have any additional questions, please reach out to your Customer Success Manager or firstname.lastname@example.org.