Why Should You Log Messages?
Message logging is often brushed over or set aside but can be extremely helpful to you and your team. You can log messages on employee, customer, order, and assignment records in Beyond. Here are some reasons our team recommends utilizing the message logging options:
For Productivity Reporting
Messages are both searchable and reportable. That means you can see averages for your team as well as drill into specifics on which of your reps are doing what each week. This is a great way to see what methods of contacting your clients or prospects seem to work as well as employee call trends, etc. If you are utilizing message action codes, you can see how many emails, phone calls, no shows, etc. you have had within a specific time period.
Check out the following default reports that contain message information:
- Message Productivity Report
- Customer Message Report
- Contact Message Report
- Employee Messages Report
- Messages Report
For Unemployment Claims
Wouldn't it be nice to have an up-to-date record that showed every time an employee was offered a position and declined or every time they called in late or never showed up? That's exactly what messages are for! Logging these incidents not only shows your staff if there are reoccurring themes for some employees but can also show if the employee has actually be offered different positions and is just declining or not showing.
For Creating the Best Experience for your Customers, Contacts, Employees, and Internal Staff
Message logging helps keep track of conversations your service reps are having with different people your company works with. So when you log a message that you left a voicemail for someone and they call back, a different service rep can pick up where the last one left off. This means better work-life balance for your recruiters and sales teams as well as better experiences for your employees and customers.
How to Log a Message in Beyond
Logging the Message
- Navigate to the Messages tab or the Visifile card on the record you want to log a message for
- Select the + to add a new message
- Enter the following information:
- Write down your notes about the call/email/interaction/etc.
- Select an appropriate Action code
- Optionally, link additional related records
- Optionally, select the checkbox to create a follow-up task
- Select Submit
*Note* Message Action Codes are created and managed by your admin in Enterprise. The default message action is typically just "Message" but we recommend using more specific codes to help with reporting and searching options.
For example, logging a "Late" message when someone calls saying they will be late or "1st AR Call" when you call a client about an invoice so you know more specifically what kind of call happened.
*Note* Messages in Beyond have a maximum length of 7000 characters. Please limit length to this to avoid an error message.
When you log a message, you have the option to link additional related records. For example, you might be logging a message on a customer record and want to link the contact you talked to so the message will log on both.
Beyond automatically links the following:
- When logging a message on a contact record, Beyond will link to the related customer record
- When logging a message on an order, Beyond will automatically link the customer record
- When logging a message on an assignment, Beyond will automatically link the related employee, customer, and order record
Select the + to link a record
Select the record type you want to search for (ex. contact or employee) & enter any additional search criteria before selecting search:
Select the record(s) you want to link:
Select OK to finalize your options or click on the searching for option in the upper left to change your search.
Adding URL's Within Messages
When composing a message within Beyond, you have the ability to add URL's within the message.
After submitting the message, expand the message within the record type's list and the URL will be able to be selected:
Selecting the URL within the message will navigate the user to the URL's destination.
Copying Message Text
Within Beyond, you have the ability to copy the text within a message which can be beneficial for the following:
- Reuse the text in a new message
- Email the same information to another record
- Utilize a screen reader
Navigate to a message on a record that will need to have the text copied:
Click and highlight the text within the message:
Right-click the highlighted text and select "Copy":
*Note* Message text is able to be copied from any message, from any record type within Beyond.
Logging Messages from Search Results
Messages can be logged from Employee and Contact Search results within Beyond.
Logging Messages from Employee Search Results
Begin by navigating to an Employee search within Beyond, searching for the Employees that you would like to log messages for:
Highlight the group of Employees that are to have messages logged:
Either Right-Click or select the dropdown menu next to the "# selected employees", select the "Log Message for # Recipients" and select the option that best suits the message being logged. These options include:
- Left Message to Call
- Compose Other...
*Note* For more information on logging messages to Deactivate and Reactivate Employee records in Beyond, please see the following Knowledge Base article titled "Beyond - How to Deactivate and Reactivate Employee Records"
For any option other than "Compose Other...", simply select the option for the message to log on all the selected Employee records. You will see a confirmation of the messages being logged at the bottom of the screen depending on the Action chosen.
For the "Compose Other..." option, within the "Compose Message" window, enter the contents of the message, select an "Action" from the dropdown (defaults to Message) and once complete, select "Submit" for the messages to be logged on the respective Employee records:
*Note* Please keep in mind that the larger the amount of Employees selected, the longer it may take for the Employees to load within the "Compose Message" window.
Logging Messages from Contact Search Results
Begin by navigating to a Contact search within Beyond, searching for the Contacts that you would like to log messages for:
Highlight the group of Contacts that are to have messages logged:
Either Right-Click or select the dropdown menu next to the "# selected contacts", select the "Log Message for # Recipients" and select the option "Compose Other...":
Within the "Compose Message" window, enter the contents of the message, select an "Action" from the dropdown (defaults to Message) and once complete, select "Submit" for the messages to be logged on the respective Contact records:
*Note* Please keep in mind that the larger the amount of Contacts selected, the longer it may take for the Contacts to load within the "Compose Message" window.
Searching by Message
There are a lot of advanced search options you can utilize to search for records by message.
Here are a few examples of searches we like to run:
Searching for Available Employees -
Prospect Customers without a Proposal That We Have Not Called Yet This Year(2020) -