Communicating to Snappers by using our messaging functionality, is a great way to keep them in the loop.
As a Solver, when you access a report in the Portal, there's a number of ways to message a Snapper.
1. Direct message
With direct messaging, you can send a message straight to the Snapper. This is a great option if you want to give a general update about a report.
As an Enterprise Solver
To send a direct message:
Tap on the Send message button under the Manage panel.
If Message Templates are enabled, you can select a template from the drop-down list. This will automatically populate the message field and allow you to generate responses consistently and efficiently.
If Message templates aren't enabled, consider clicking on the Enable Message Templates link to contact us for more information.
Alternatively, write a message in the Message box.
Click Send.
Once a message is sent, the message details will appear on the Portal report Timeline.
The message is also presented on the Snapper's report Timeline in the Snap Send Solve app. In addition, a Snapper may also receive an email, message notification, or both, depending on their Notification preferences.
As a Basic Solver
The direct messaging feature is not enabled for Basic Solvers.
Basic Solvers will need to upgrade to access this messaging feature.
Click on Enable Snapper Messaging to trial the messaging feature.
2. Update report status and send a message
You can send a message to Snappers when updating the status of a report. This is a great way to give Snappers more context on the status update.
As an Enterprise Solver
To update the report status and send a message:
Click on the drop-down list underneath Status within the Manage panel.
Select one of the status options — In progress or Solved.
Click on the Update button.
If you have Message Templates enabled, you can select a template from the drop-down list. This will automatically populate the message field and allow you to generate responses consistently and efficiently.
If you don't have Message templates enabled, consider clicking on the Enable Message Templates link to contact us for more information.
Alternatively, write a message in the Message box.
Click Update.
Once a message is sent, the message details will appear on the Portal report Timeline.
The message is also presented on the Snapper's report Timeline in the Snap Send Solve app. In addition, a Snapper may also receive an email, message notification, or both, depending on their chosen Notification preferences.
As a Basic Solver
Basic Solvers will need to upgrade to access this messaging feature.
Click on Enable Snapper Messaging to trial this feature.
3. Reassign a report and send a message
When reassigning a report to another Solver, you can also include a message to both the new Solver and the Snapper. Adding messages when reassigning a report provides more clarity on why the report has been reallocated.
As an Enterprise Solver
To reassign a report and send a message:
Under the Manage panel, click on the drop-down list underneath Status.
Select Reassign.
Click on the drop-down list underneath Reassign to. Select the organisation from the list.
Click on the Update button.
If you have Message Templates enabled, you can select a template from the drop-down list. This will automatically populate the message field and allow you to generate responses consistently and efficiently.
If you don't have Message templates enabled, consider clicking on the Enable Message Templates link to contact us for more information.
The Message to the new Solver field must be filled in with a short description on why the report is being reassigned. We also recommend writing a message to the Snapper to give context on why the report reassignment has occurred.
Click on Reassign.
The messages and reassignment will now appear in the Portal report Timeline and a reassignment banner will appear at the top of the report.
The new Solver will also see your message in the report Timeline when they open their report.
The message is also presented on the Snapper's report Timeline in the Snap Send Solve app. In addition, a Snapper may also receive an email, message notification, or both, depending on their chosen Notification preferences.
As a Basic Solver
The Message to the new Solver field must be filled in with a short description on why the report is being reassigned.
Basic Solvers will need to upgrade to access the snapper messaging feature and using templates.
Click on Enable Snapper Messaging to trial this feature.
4. Reference number and send a message
Make it easier to track and manage reports by adding your Organisation's internal reference number and send a message to the Snapper.
As an Enterprise Solver
To update your internal reference number and send a message:
Enter your internal reference number under Reference # field within the Manage panel.
Click on Update.
If you have Message Templates enabled, you can select a template from the drop-down list. This will automatically populate the message field and allow you to generate responses consistently and efficiently
If you don't have Message templates enabled, consider clicking on the Enable Message Template link to contact us for more information.
Alternatively, write a message in the Message box.
Click on the Update button.
Reference number details will appear on the Portal report Timeline.
The Reference number update is also presented on the Snapper's report Timeline in the Snap Send Solve app. In addition, a Snapper may also receive an email, message notification, or both, depending on their chosen Notification preferences.
As a Basic Solver
Basic Solvers will need to upgrade to access this messaging feature.
Click on Enable Snapper Messaging to trial this feature.
What will the Snapper receive?
As a Solver, when using the messaging feature, the message will be presented on the Snapper's report Timeline in the Snap Send Solve app.
Depending on the Snapper’s notification preferences, they may also receive an email, message notification, or both.
Need more help? Get support from our team by emailing us at contact@snapsendsolve.com or sending us a message.