Skip to main content

Search

We are excited to announce the launch of updated product names, logos, and headers within our user interfaces as part of the CivicPlus® Solution Rebranding initiative. These changes mark the first step toward creating a cohesive and seamless user experience across all solutions in our portfolio. As part of this transition, users may notice minor design updates. While the functionality you rely on remains unchanged, we are in the process of updating screenshots and other resources on our Help Centers to reflect the new branding. We appreciate your patience and understanding as we work to complete these updates.

Conversation Status

  • Updated:

When you click on Conversations in your top navigation, you’ll see a list of Conversations. A Conversation is a direct one-on-one correspondence with a resident. A Conversation can be started when:

  • A resident sends an email to your Conversations email domain
  • A resident sends a text to your Conversations phone number
  • You create a message using a Front Desk/Agent channel

  

As Conversations appear in the list and as you respond to messages in Conversations, they will be updated with the following statuses:

 

Open Statuses

Status Description
New Brand new incoming message from a resident.
Waiting The resident message has been replied to by an organization member and is waiting for a resident response.
Needs Reply The resident has sent an inbound reply to an organization member’s response and needs an additional email or SMS.

 

Closed Statuses

Status

Description
Done

When the conversation is complete, click “Close Conversation” and the thread will be marked as Done. Once a conversation has been marked as Done, it cannot be re-opened by organization members.

Close conversation.

Archived

 A Conversation will be marked as Archived approximately 4 weeks after being marked as Done.

Comments

Let us know what was helpful or not helpful about the article.

0 comments

Please sign in to leave a comment.