Messaging lets you communicate with customers directly from Pavilion.
Depending on your organization’s setup, you may be able to send and receive messages through SMS, Facebook Messenger, and WhatsApp.
ℹ️ Note: If you do not see Messaging in Pavilion, your organization may not have this feature enabled, or your user permissions may not include access. Contact your system administrator for help.
Where to find messaging
You can open Messaging from the Utility Bar at the bottom of Pavilion. Messaging may also appear on customer record pages, depending on your setup.
Messaging Statuses
Messaging conversations may have one of the following statuses:
Open: The conversation is active and ready for a response.
Closed: The conversation has been marked as done. It can reopen if the customer sends a new message or you reply.
Blocked: The conversation is muted. It will not reopen automatically, and notifications or automated messages will not be sent.
Filter conversations
Use the dropdown menu in Messaging to choose which conversations to view:
Open: Shows active conversations that may need a response.
Closed: Shows conversations marked as done.
All: Shows all conversations, including open, closed, and blocked.
Blocked: Shows muted conversations only.
Receive and respond to a message
When a customer contacts you, the Messaging tab will be highlighted and display the number of new messages.
To respond:
Click Messaging in the Utility Bar.
Open the customer conversation.
Enter your response.
Send the message.
After you respond, the message count updates. If needed, you can mark a message as unread so it appears as a new message again.
Start a new conversation with a customer
To start a conversation from a customer record:
Open the customer record.
Confirm the customer has a valid phone number, Facebook Messenger ID, or other supported contact method.
Click New Conversation in the Messaging section.
Select the message type, such as SMS or Facebook.
Enter and send your message.
Assign a new conversation to an existing customer
If a new inbound message is not already connected to a customer record, you can assign it to the correct customer.
Open Messaging from the Utility Bar.
Open the new conversation.
Click the Assign Customer field.
Select an existing customer or create a new one.
Save the assignment.
Inactive conversations
Some conversations may become inactive after a period of time set by your administrator.
You cannot reactivate an inactive conversation. To continue messaging the customer, start a new conversation.