Messages · Messages can be accessed from the Agent Power Navigational Menu bar by going to...

This document is intended to be used in addition to the optional recorded lessons found in the Avoya University.

Please be aware that Agent Power is constantly changing and improving. Although we do our best, at times some content may not always be up to date.

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Messages

Messages is an internal messaging system within Agent Power. These messages are completely and

totally separate from your Avoya Webmail. Customers do not see these messages. You should check

your Message Inbox just as often as you check your Avoya WebMail.

There are three types of internal messages;

A General Message, which is similar to an email, but internal.

A Customer Message, where the customer profile is attached to the message.

A Trip Message, where the trip record is attached to the message.

Messages can be accessed from the Agent Power Navigational Menu bar by going to Messages/Inbox.

To send a General Message which is similar to an email, but internal, click Messages/Compose.




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Select the person’s name you wish to send the message to from the dropdown menu. Select General as

the message type, add your message in the message box, and click Send Message.

You will be asked to review the message for accuracy, then click, Send Message.

A Customer Message should be used when you need to attach a Customer Profile to the message. For

example if you will be going out of town and would like your colleague to follow up with a customer

while you are gone.

To send a Customer Message, pull up the Customer Profile (Customers/Search). Scroll down, and click

Comments in the customer menu selection area.




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Click Add New Comment on the right.

Select General as the Comment Type, add the Name of the person you will be sending the message to,

type your message in the Comment Section, and click Create Comment.

You will be asked to verify your comment/message. Click, Send Message.




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A Trip Message is the most common type of message. Trip Messages should be used when you would

like to attach the Trip Record to the message. For example, if you would like a colleague to follow up

on a waitlist for you while you are out of town, you may want to send them a Trip Message. They are

used for messages that are in regards to a specific trip as opposed to a Customer Profile.

To send a Trip Message, pull up the trip record, and click Add Travel Comment.

Leave the Comment Type as General, add a Comment Name, Select the name of the person you are

sending the message to from the dropdown menu, add your message in the Detailed Description

section, and click Save Comment.




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You will be asked to review the comment for accuracy. If everything appears as it should, click Submit

Comment.

To read the Messages in your inbox, go to Messages/Inbox from the Navigational Menu Bar.

To open a Customer Message from your Message Inbox, click View to the right.




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The example we are looking at below is a Customer Message. You will see the actual message at the

bottom of the screen. Clicking on the Customer Name will pull up the Customer Profile. For example if

your colleague had requested you call Mr. Agency Demo Client while you were out of town, clicking on

his name would pull up his profile so you would have access to the customer’s contact information.

To return to the Customer Message, click your browser’s Back button.




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You will have the option to Complete your message (the default), Reply to the Sender and Save your

message, Reply to the Sender and Complete your Message, Save your message, or Reinstate your

message if it was accidentally deleted.

To reply to the Sender, either select Reply and Save, or Reply and Complete, and click Submit Changes.

Type your response at the top of the page, and click Send Reply.




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You will be asked to review your Reply. Click Send Message.

To open up a Trip Message from your Message Inbox, click View to the right.

The message will be displayed at the bottom of the page. Clicking View Travel Record will pull up the

Trip Details Page. For example if a colleague asked you to follow up on a waitlist for one of his/her

customers while he/she was out of town, you would have a direct link to the trip record.




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To get back to the Message Screen, click on your browser’s Back Button.

You will have the option to Complete your Message (the default), Reply to the Sender and Save your

Message, Reply to the Sender and Complete your Message, Save your Message, or Reinstate your

Message if it was accidentally deleted.

To reply to a Trip Message either select Reply and Save, or Reply and Complete, and click Submit

Changes.




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Type your response at the top of the message box, and click Send Reply.

You will be asked to review your Reply, click Send Message.

To complete an item without opening it up, click Complete to the right.




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To complete multiple items without opening them up, check the boxes to the right, then scroll down,

and click Complete All Items.

Supplier Notifications will also come as a Messages.

Click View to pull up the Trip Record

Click View Notification within the Supplier Notification section.




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Messages/Sent will display a list of all of your sent items.

Messages/Old will display a list of your old completed items.

Reminder:

Customer Messages should be used when you would like to attach a Customer Profile to a message. You

must start from the Customer Profile to create a Customer Message.

Trip Messages should be used when you would like to attach the Trip Record to a message. You must

start from the Trip Record to create a Trip Message.

Messages · Messages can be accessed from the Agent Power Navigational Menu bar by going to...

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