💡 If you don’t see Messaging in your organization, you may not have subscribed to that feature, or your organization may not be set up properly. Ask your administrator for assistance.
Where can you find Messaging?
You can locate the Messaging section in the Utility Bar at the bottom of any page.
The Messaging section is also present on the customer record page.
Messaging Statuses
Open: The conversation is active and visible. It's ready for you to respond.
Closed: The conversation is temporarily closed. It will automatically reopen if the customer sends a new message or if we respond.
Blocked: The conversation is muted. It won't reopen, and no notifications or automated messages will be sent. Use this status when you no longer wish to receive updates from a conversation.
Messaging Filters
Use the dropdown menu in the Messaging tab to choose which conversations to view:
Open – Shows all active conversations that may need a response. This is the default view.
Closed – Displays conversations that have been marked as done. These won’t show up again unless the customer messages back or you send a reply.
All – Displays every conversation, regardless of its status: Open, Closed, or Blocked.
Blocked – Shows only conversations that have been muted. These won’t reopen or send any notifications, even if the customer writes again.
Receiving a New Message
When a customer contacts you, the Messaging tab will be highlighted and display the number of new messages.
Once you open the tab, the highlight will disappear, but the message will still be marked as (1) until you reply.
After you respond, the count will update to (0).
If needed, you can mark any message as unread, and it will appear again as a new message.
Initiating a New Conversation with a Customer
Steps:
1. Go to the customer's record page.
2. Add the customer's Phone Number and/or Facebook Messenger ID.
3. Click Save.
3. Click New Conversation in the Messaging section.
4. Select SMS or Facebook.
5. Now you can contact your Customer within Pavilion.
Assigning a New Conversation to an Existing Customer
Steps:
Receive a message from a customer via SMS or Facebook.
Click on the Messaging in the Utility Bar.
Open the new conversation from the client.
Click the Assign Customer field.
Select a customer from the list or create a new one.
Conversation is Inactive. How to reopen it?
Conversations become inactive after a certain period of time configured by the admin.
You cannot reactivate an inactive conversation. Instead, you need to start a new conversation.