Unrouted Messages

All incoming SMS and MMS messages are sent to the Unrouted Messages area. Navigate to this area to view your text messages and route them to the correct client accounts for follow-up. You must route them to the correct account before they can display in a client’s SMS History. Depending on your security rights, you may be able to view messages for other employees or entire structures.

You can receive MMS messages that include JPG, JPEG, GIF, or PNG files. If you access Applied Epic through a web browser and your organization does not have Active Directory Authentication enabled in Login Configuration, you can preview the attached images in each message’s Conversation History panel.

1. From the Home screen, do one of the following:
   • Click Procedures on the navigation panel.
   • Click Areas > Procedures on the menubar.
   • Click the down arrow next to Home on the options bar and select Procedures.

From any other area of the program, do one of the following:

1. • Click the down arrow to the right of the Home options bar button and select Procedures.
   • Click Home > Procedures on the menubar.

2. Click SMS on the navigation panel or Areas > SMS on the menubar.
3. Click Unrouted Messages on the navigation panel.
4. Use the dropdown menus in the Unrouted Messages section to populate the Incoming Messages list with messages sent to specific numbers assigned to employees and structures within your organization.
1. Select the Type of messages you would like to view in the first dropdown menu.
• Agency: View messages by agency.
• Branch: View messages by branch.
• Bulk Use Numbers: View incoming opt-in/opt-out replies to Account Messages and Insurance Marketing Alerts invitations, as well as requests to start or stop conversational SMS messages.
• Department: View messages by department.
• Employee: View messages associated with an employee
• Unassociated Numbers: View the messages associated with phone numbers previously assigned to employees or structures that have since been released in Registered Number Configuration.
2. Make a selection in the second dropdown menu and click the Locate button.
   
   For more information on assigning numbers to employees or structures, see Registered Number Configuration.
5. All unrouted messages sent to the selected number display in the list, and a list of contacts who might have sent the message (based on the phone number that sent it) populates in the Matching Accounts area.
• Use the Image Included option in the search bar above the list to filter the list to display only messages that include images or only messages that do not.
• Click on a message in the Incoming SMS list to display the conversation to which it belongs in the Conversation History panel.
• Click on an account in the Matching Accounts list to filter the Conversation History for that account. The routed conversation history (from the client’s SMS History) displays at the top of the panel, and the unrouted messages that match the account display at the bottom.
6. You can print the list of Incoming Messages if you wish.
   1. Do one of the following:
   • Click the Print button to the left of the list.
   • Click Print > Listview on the options bar.
   • Click File > Print > Listview on the menubar.
   2. Print the list as you would any other document.
7. Select the message in the Incoming SMS list to route it.
1. Do one of the following:
   • Click Actions > Route Message on the options bar or menubar.
   • Right click on the account in the Matching Accounts list and select Route Message.
   • Click the Route link label below the message in the Conversation History panel.
2. Any account selected in the Matching Accounts list defaults in the Account Lookup popup, but you can route the message to a different account if necessary. Use the search bar to locate the correct client by Account Name or Lookup Code and select the account in the list.
3. Click Finish.
8. You are prompted, “Do you wish to associate the message with an existing activity?”
   • Click Yes to associate the message with an activity.
   1. The Activity Lookup screen displays. Select the correct activity in the list, or use the search bar to locate it.
   2. Click Finish.
   • Click No if you do not want to associate the message to an existing activity.
9. The message is routed to the client’s account. You can now view it in the client’s SMS History area.

Unroutable Messages

If you cannot determine the correct account for a message, you can mark it Unroutable to hide it in the Incoming Messages list:

1. Select the message in the Incoming Messages list.
2. Click the Delete button to the left of the list. This does not delete the message; it only marks it Unroutable and hides it by default.
   
   To route a message that you have previously marked Unroutable (for example, if you have additional information that has helped you identify the correct account), do the following:
   1. Click the Include Unroutable link label in the header of the Incoming Messages list to display unroutable messages.
   2. Select the message in the Incoming Messages list.