Note for Enhanced Records accounts: This article references Sales Record functionality and the Sales Enablement Visible permission. These do not apply to your account. You can check your account's subscription package on the Subscription page.
This article explains how to view text message history in AMS+, including required permissions.
For more on SMS texting in AMS+, including training and related resources, see this feature overview.
Requirements
- Your agency's AMS+ account must have at least one VoIP phone number. Learn more.
- You must be assigned to a Security Group with the Sales Enablement Visible permission.
- To review text message history for the entire agency:
- You must have user account Sales permissions to View Communication History (Account Wide Voicemails, Text Messages, Recorded Calls). Learn more.
- If you have Agent Can View All SMS Messages (Account Admin's Always Have Access), you can view text messages on the Text Messages tab for all phone numbers in the account.
- You must have user account Sales permissions to View Communication History (Account Wide Voicemails, Text Messages, Recorded Calls). Learn more.
- To view text message history on Sales Records:
- You must be logged into AMS+ as an Agency User or Agent CRM User.
- You must also have user account Sales permissions to View Sales Records. Learn more.
- To view text message history on Individual Records:
- You must be logged into AMS+ as an Agency User or Agent CRM User.
- Your assigned Security Group must also have the Individual Visible permission.
- If you're an Agent CRM User, you need access to Individual Records assigned to your Accessible Agent, and optionally unassigned records.
- To view text message history on Agent Records:
- You must be logged into AMS+ as an Agency User.
- Your assigned Security Group must also have the Agent Visible permission.
- In addition, you may need access to Agent Records assigned to your Accessible Agent.
View text message history
The sender name on inbound messages is pulled from the name fields on the record's Detail tab. The sender name on outbound messages is pulled from the sending user's profile in My Account > My Info, or can be updated by an administrator in My Agency Settings > Users. Changes in either location will be reflected across all text message history in AMS+.
Note: This affects how messages are displayed in AMS+ only and does not change the content of messages already delivered to recipients.
Entire agency
- Select the Phone icon in the AMS+ header, then choose Messages in the dropdown menu to open the Communication History page with the Text Messages tab active.
- On the Text Messages tab, you will see text messages sent or received within the past 14 days.
Inbound text messages are automatically associated with existing Sales Records, Individual Records, and Agent Records when a matching mobile number is found.
Individual Records
Go to the record's Messages > SMS Message History tab.
Agent Records
Go to the record's Messages > SMS Message History tab.
Sales Records
Go to the record's Notes tab.
Unread message badge behavior
A badge count appears next to the Message icon in the AMS+ header when you have unread text messages.
- A message is marked as read when you open the conversation, manually mark it as read, or select Send Text.
- Once a message is marked as read, it is marked as read for everyone in your organization.
- Only inbound messages can be marked as read or unread. Outbound messages are always treated as read.
- A toggle filter for All and Unread messages is available on the Text Messages tab, along with bulk mark as read/unread.
- Each user's badge count updates in real time when any user in the organization marks a message as read or unread.