SMS History

Once you have routed text messages to the appropriate client account, all messages sent or received for that account display in the SMS History area. Received MMS messages can include JPG, JPEG, GIF, or PNG images. However, you can only view these images if you access Applied Epic from a web browser and your organization does not have Active Directory Authentication enabled in Login Configuration.

To access SMS History, follow the steps below.

1. Locate the client.
   1. To access Accounts from the Home screen, do one of the following:

   1. • Click Accounts on the navigation panel.
      • Click Areas > Accounts on the menubar.
      • Click the down arrow next to Home on the options bar and select Accounts.
      • Click Locate on the options bar.

   To access Accounts from another area of the program, do one of the following:

   • Click Home > Accounts on the menubar.
   • Click the down arrow next to Home on the options bar and select Accounts.
   • Click Locate on the options bar.

   2. Select Client in the Locate Account dropdown menu of the Account Locate screen.
   3. In the Locate by dropdown menu, select the appropriate option.
      
      Note: Location by phone number searches all phone numbers associated with client and contact accounts (e.g., residential, mobile, fax).

   4. Select the suitable checkbox or checkboxes to the right.

      • Insureds
      • Prospects
      • Active
      • Inactive
   5. Enter the first few letters of the name, lookup code, phone number, etc. (depending on the selection in the Locate by dropdown menu) and click Locate or press [Enter].
   6. The list displays all of the accounts that match the criteria you entered. Click on a column heading to sort the list by that category. For example, click the Last Name column heading to sort by last name in ascending order. To sort in descending order, click the Last Name column heading again.
2. Click SMS History in the navigation panel or Areas >SMS History on the menubar.

3. The SMS History screen displays. Change the messages that display in the list if necessary.

   Use the search bar above the list to specify the SMS messages that you want to see.

    

   The choices available in the second dropdown menu vary, depending on your selection in the first dropdown.

   • Equals: Enter the search criterion (e.g., the full description or folder name) in the field to the right, or select the correct date from the dropdown calendar (if applicable). Click Find.
   • Contains: Enter at least one letter of the search criterion (e.g., part of the description or folder name) in the field to the right. Click Find.
   • Sent/Received Within: Predefined 30 days, 60 days, 90 days options are available to help you locate recent messages quickly. Click Find.
   • Queued/Sending/Sent/Delivered/Failed/Undelivered/Received: These options are available for the Status criterion to help you find messages by their sent/received status.
   • Exclude/Only/Include: Select to exclude or include items that meet the criterion selected in the first dropdown, or to display only items that meet that criterion. Click Find.
   • Yes/No: Select whether to view messages that include images or messages that do not. Click Find.

   To save your selected filter settings as the default for all clients, click the Filter Defaults link label in the header and select the Use as default checkbox on the Filter Defaults screen. Then click OK.

   

   Note: Your filter defaults are unique to your Applied Epic user code and will not affect other users’ saved defaults.

SMS History

The SMS History list can display all messages sent to any SMS-enabled contact on the client’s account. Messages are grouped into conversations in the list based on the column by which the list is sorted. Each message and attachment displays as a child row under the conversation header in the list. To change the sort order and conversation groupings, click on a different column header.

To show or hide all messages in a conversation in the list, click the arrow button in the far left column. To show or hide the messages in all conversations in the list, click the Expand All or Collapse All link label in the header. The total Message count for the client displays below the list.

To print the list of SMS History items, click the Print button to the left of the list. The Print window displays. Print the list as you would any other document.

Conversation History

Click on a message or conversation header in the SMS History list to view the conversation in the Conversation History panel. If you access Applied Epic from a web browser and your organization does not have Active Directory Authentication enabled in Login Configuration, you can also preview attached images in the Conversation History panel.

The names and phone numbers of the sending and receiving entities display at the top of the panel.

When you select an individual message in the list, the selected message temporarily shakes in the Conversation History to help you identify it.

To reply to an SMS message from SMS History, click the SMS button on the options bar or press [F6] to open the Send SMS window. Send your reply just as you would send a new message.

Attach Images to an Account

If you access Applied Epic from a web browser and your organization does not have Active Directory Authentication enabled in Login Configuration, you can attach image files included in an MMS message to an account.

1. Select the image file(s) you want to attach in the list. Use [Ctrl] or [Shift] to select multiple files.
2. Click Actions > Attach To Account on the options bar or menubar, or right click the image(s) and select Attach To Account.
3. The Attach To window displays. The Attach To dropdown menu selection defaults to Account and the code for the selected account defaults. You can change these default selections if necessary.
4. If necessary, select the Mark as an Important Policy Document checkbox for the attachment.
   
   Note: The checkbox may default selected if the attachment is assigned to a policy, depending on your organization's attachment configuration settings.
5. A default Description populates for the attachment, but you can enter a different one if necessary.
6. Choose a Folder and Subfolder(s) in which to save the image. The Folder field is required for attachments designated Client accessible. For instructions on creating, editing, and deleting these folders, see Attachment Folder Configuration.
7. The Received date and time default, but you can change them if necessary.
8. If the Client Access frame is enabled in System Settings, you can specify whether and for how long the client can access this attachment from the Applied CSR24 Self-Service Portal. If the attachment’s availability should not expire, leave the Expire on field blank.
9. Select a security Access level if applicable. Only employees with the selected access level will be able to access the attachment. See Attachment Access Level Configuration for instructions on adding, editing, and deleting these access levels.
10. Select Do not purge to exclude this attachment from the Purge Attachments utility. If you select an Expire on date, the attachment will be excluded from purges until that date, after which it will become eligible for purging.
11. To add comments, click the Comments tab and enter text in the field.
12. Click Finish or press [Enter] to attach the image(s).