Messages
- Gnatta
- Abbey Brown
Quick links in this article:
This article will explore the use of the Messages monitoring tool, available via your Configuration Settings. This is an all-new replacement for the legacy Coordination tool, complete with a range of new features to help you investigate your account health. Got feedback or ideas? We’d love to hear about them.
What is it?
Whenever you connect a new media account in Gnatta, we’ll begin detecting messages immediately. The decision on what you’d like to do with those messages must be made in Workflow - such as creating an interaction, or routing into queues for agents to answer.
To learn more about setting up routing preferences, refer to this article: Routing Overview
With the messages tool, you can check which messages Gnatta has detected regardless of any Workflows you have (or have not!) configured. It’s the back door to your media account connection. This tool is not for answering messages, but is a useful way for admins to determine that an account connection is healthy and messages are being sent and received as expected. It can also be used to identify whether your workflows are creating interactions as expected, too.
In the example below, we can see no interaction has been found for these two inbound messages - which tells us the Workflow for that media account is either incorrect, or not currently active. We’d recommend using the See related Events button to go ahead and check those flows!
Please note that the data displayed in the Message summary applies to the current calendar day i.e. from 00:01am to the current time. The data is cached, which means it may take a few minutes to update - for a real-time view, we’d recommend using Dashboards.
Getting started
To view a message stream, start by finding the relevant media account from the list on the left. You can filter the list by channel, or search for the account by name.
Once you’ve selected an account, you’ll need to set your filters - starting with the stream. Each media account you connect will have at least two streams, one for Inbound messages, and one for Outbound messages. Some account types might have a third stream for Public Inbound, such as Facebook Wall posts.
Next, you’ll need to select the time period. This is limited to 20 minutes, and will be preset to the current time. Select the date, then the hour, then the minutes. Once done, the View button will be available in the bottom right.
The message stream range is preset to 20 minutes. This is because high traffic accounts can exchange a significant volume of messages in this time, and loading them all at once could cause performance issues in your domain.
When your time period is ready, click View in the bottom right to proceed. This will reveal a stream of messages detected for that media account stream, in that period. You can filter the message stream by selecting or searching for the originator (the customer) on the left.
If you’re viewing an Outbound message stream, that list on the left will be a list of the Gnatta users and the messages they’ve sent.
You can use the Previous and Next buttons to cycle the stream 20 minutes at a time, or adjust the time period manually by clicking the from fields, and hitting the save icon to apply.
If an interaction has been found for the message, you can click the 
To return to the Message summary screen, click Go back in the top right corner.
Next steps
If you’ve used the Messages tool to identify your account is connected and collecting messages as expected, you’ll next need to dive into your routing workflows, and make sure everything is being sorted into queues and assigned to agents as expected. More on how to do that here:
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