Where can I find the post-call inbox?
You will receive the post-call messages under the employee section in your Housecall Pro inbox.
To access your post-call inbox and messages, start by navigating to the top of your account interface where the main navigation bar is located. Locate and click on the Inbox tab. This action will redirect you to your Inbox page where you can manage your communications.
Once the new page loads, direct your attention to the left-hand side of the screen. Here, you'll find a sub-menu labeled Inbox with several options to choose from. Look specifically for the option labeled Employees within this sub-menu.
Click on Employees to proceed. This action will open up the section of your inbox where you can view and manage messages
How often will I receive messages in post-call inbox?
You will receive a message at the end of each call that an Assist agent takes. You will also receive an SMS notification if there is an action required from you on a particular call.
Who on my team will see post-call inbox and action-required SMS messages? How do I make changes to my recipient list?
Your primary Admin and anyone else you specify will receive both post-call inbox and action-required SMS messages. Please chat into the blue bubble and request for an HCP Assist customer support specialist to add or remove employees to your post-call inbox recipient list.
How can I turn on/off web notifications for post-call inbox?
You will always receive an SMS notification for post-call messages that require an action from you, and you will always see a blue circle next to inbox when you have unread chats, but if you wish to receive or not receive desktop push notifications when you have a new post-call message, follow these instructions:
To turn on/off desktop notifications, on your computer, open Chrome.
Next, at the top right, click the three vertical dots. Then click on Settings. You will be redirected to the settings page. On the left-hand side, click on Privacy and security.
Next, under Privacy and security, click Site settings, then scroll down and click Notifications.
Next, choose the option for sites to ask to send notifications.
Finally, to turn on notifications for Housecall Pro, scroll down to Customized behaviors and click Add. Then enter housecallpro.com
If you wish to turn desktop notifications off, click the 3 vertical dots next to housecallpro.com and then click remove
How can I turn on/off mobile notifications for post-call inbox?
You will always receive an SMS notification for post-call messages that require an action from you, and you will always see a blue circle next to inbox when you have unread chats, but if you wish to receive/not receive mobile push notifications when you have a new post-call message, follow these instructions:
To turn off mobile notifications, you can turn off chat notifications by clicking on the Inbox from the navigation bar at the bottom of your app.
After that, click the settings icon on iOS located in the upper right. On Android, you will see the settings button in the list of items that appear when you click inbox on mobile settings. This should be at at the bottom of the list.
Click Turn Chat Notifications Off to disable chat notifications. Click Turn Chat Notifications On to enable chat notifications.
There are too many notifications in web/mobile app. Will I miss messages that require an action from me?
We will send you an SMS notification that you have received a post-call message that requires an action from you so you never miss a time-sensitive message from HCP Assist. SMS notifications can not be toggled off at this time.
Can I respond to these messages in inbox?
Yes, you can respond to post-call messages in your inbox and an HCP Assist Customer Service Specialist (CSS) will resolve any questions you may have. To access your post-call inbox and messages, start by navigating to the top of your account interface where the main navigation bar is located. Locate and click on the Inbox tab. This action will redirect you to your Inbox page where you can manage your communications.
Once the new page loads, direct your attention to the left-hand side of the screen. Here, you'll find a sub-menu labeled Inbox with several options to choose from. Look specifically for the option labeled Employees within this sub-menu.
Click on Employees to proceed. This action will open up the section of your inbox where you can view and manage messages
Please refer to this chat article for more information: https://help.housecallpro.com/en/articles/5981299-messaging-within-your-housecall-pro-inbox
Can I reply to a specific post-call message?
This is not yet available in our chat feature so you cannot reply to one particular post-call message. You can instead reply in the chat and reference the specific customer name/number or other identifier when chatting with HCP Assist. To access your post-call inbox and messages, start by navigating to the top of your account interface where the main navigation bar is located. Locate and click on the Inbox tab. This action will redirect you to your Inbox page where you can manage your communications.
Once the new page loads, direct your attention to the left-hand side of the screen. Here, you'll find a sub-menu labeled Inbox with several options to choose from. Look specifically for the option labeled Employees within this sub-menu.
Click on Employees to proceed. This action will open up the section of your inbox where you can view and manage messages
Can I start a new chat with HCP Assist?
No, you cannot start a new chat with HCP Assist. You must use the chat with post-call messages to communicate with HCP Assist. To access your post-call inbox and messages, start by navigating to the top of your account interface where the main navigation bar is located. Locate and click on the Inbox tab. This action will redirect you to your Inbox page where you can manage your communications.
Once the new page loads, direct your attention to the left-hand side of the screen. Here, you'll find a sub-menu labeled Inbox with several options to choose from. Look specifically for the option labeled Employees within this sub-menu.
Click on Employees to proceed. This action will open up the section of your inbox where you can view and manage messages
Can I @mention HCP Assist or other employees in the chat?
Yes, you can. To @mention a HCP Assist member or employee, access your post-call inbox and messages, start by navigating to the top of your account interface where the main navigation bar is located. Locate and click on the Inbox tab. This action will redirect you to your Inbox page where you can manage your communications.
Once the new page loads, direct your attention to the left-hand side of the screen. Here, you'll find a sub-menu labeled Inbox with several options to choose from. Look specifically for the option labeled Employees within this sub-menu.
Click on Employees to proceed.
This action will open up the section of your inbox where you can view and manage messages. Click into the desired chat and then type @nameofemployee to mention the HCP Assist member or employee. You can do this for both normal messages and internal notes. You can distinguish mentions because they will be highlighted.
To add an internal note, once in the desired chat, click the eyeball and note icon. An internal note will be yellow.
Please refer to this chat article for more information: https://help.housecallpro.com/en/articles/5981453-advanced-chat-features-within-your-housecall-pro-inbox