You might have noticed some "new" messages in your message center. We recently did an update to the message center allowing it to be synced across all coaches, staff & admins! You may have noticed some "new" (old) messages appearing, but before we get into that let's discuss the update and where we came from to where we are now!
How it used to work:
Originally the message center inbox was designed for individual inboxes, so the following scenario played out a lot:
Four Coaches: Mike, Tom, Lilly and Lauren all receive a No Rep Alert message in their inboxes.
However, only Lauren and Tom check their messages so this was removed their message centers, since they marked as read/handled/deleted. But Lilly and Mike never check their inboxes, so the unread count continues to climb. This continues over time, and soon there are 500+ unread messages in Lilly and Mike's inboxes, while Tom and Lauren are showing 0 (Go, team!)
Continue on this path long enough and before the update, the system was registering and storing 12M+ unread messages. That's a capital M, as in Million, that's a TON of messages and it was causing the system to slow down. So we had to make some changes to speed it up for everyone!
How it works now:
It's a now shared inbox!I
If we take the scenario from above into the new message center inbox environment, the following will happen.
Mike, Tom, Lilly, and Lauren all receive a No Rep Alert message in their inboxes. As in the past, Lauren and Tom hop on and check their message center inboxes. However, since it's a new shared inbox, they have a few new ways of handling the message.
They can now leave it as; unread (Why though?), read, handled, or move to the trash. So just because Tom reads the message first, but maybe he doesn't have an action item on it because it's not his client. Tom leaves the message on read, it will still show for all coaches, but when Lauren logs in she can (re)read the message and then mark it as handled because it's about her member! This type of situation can now be tracked and easily seen know in the message center, making communication and monitoring all messages easier for a team of coaches & admins!
If you view the message it will be "read" and simply just reduce the total count of unread from the inbox icon. But if you view the message, you'll be able to do some action on that message, mark as handled, delete, or even go to their member profile.
The white outlined messages are read messages, and then you'll notice in the fifth column will display who is handling that message. You'll also be able to select up to 100 messages to mass update if you'd like and move them over to the trash if that makes sense for you and your team.
So while this update greatly improves the speed and ability of the inbox, a few coaches or admins might be seeing some "old" messages re-appear in their inboxes. When dealing with 12M messages, we needed to choose the safe option here, which meant some message stayed around. We retained messages that the majority of the coaching staff had not read to make sure nothing was deleted without you seeing it.
If you have any additional questions, please email us: [email protected]