Ivy Messages that are unresolved have a variety of actions that agents can take. You can see them under the message in the example below.
The Accept button will assign the task to yourself; the message will turn yellow and show as assigned to you. It will now appear in your Ivy inbox.
Best Practice: After accepting a message, message the guest and let them know you will be handling their request.
Assign to teammate
Clicking Assign to Teammate will pop up a menu with a drop-down of employees and a section for notes. Select who you want the message assigned to and leave notes if needed, then click confirm. The message will remain red until your team member resolves it.
The assignee will receive an email and the assignment will appear in their Ivy Inbox. The message will now show as assigned in Ivy.
The third button will display as a task or ticket depending on your integrations and systems. Task is used as an expanded form of assigning. You can set a subject, add notes and provide a due date for a task.
When the task is assigned, the message will stay unresolved, but the task# will be shown under the message and you can click on it to check the status or edit the task.
When the message is assigned, Ivy will add it to your Task Pane, which you can access from the top menu bar.
If your Ivy instance is integrated with HOTSOS or Quore instead of task you will see a ticket button. Learn more about HotSOS tickets and Quore tickets.
Ivy auto resolves messages when you reply to guests, but if your message is resolved outside of Ivy, for example, a guest might send a text and then come to the desk before you have replied, Or it is a message that doesn’t require a response, you can click resolve to change the status of the message. When you resolve a message it will change from red to blue.
If you have been tasked with a message, you can resolve it from your task pane by clicking on the task Button on the top menu bar, and then clicking the complete box. This will automatically mark the message as resolved in the chat.
You can also complete a task directly in the chat by clicking the task and opening the task window.
Click the completed box to mark the task as complete and then save the task. This will resolve the message in the chat automatically.