Text Messaging Administrator

A Texting Administrator (or 'Admin' for short) oversees and manages text message activity across the entire agency. To give a user visibility into all texts sent or received by the agency, assign the Texting Administration permission. Texting Administrators can view every active client text conversation across the agency, regardless of client assignment, whereas users with only the standard texting permission can only view and send text messages on clients they have access permissions to, and only on the client they currently have open.

All Unprocessed Texts

Texting Administrators have access to a view called All Unprocessed Texts, available from the Quick Launch bar. This view displays all active text conversations across the agency that have not yet been processed.

Texting Administrators do not receive notifications when new texts arrive; instead, administrators can use this view to monitor activity, identify unassigned or unanswered messages, and support agency workflows.

Notifications

While Texting Administrators do not automatically receive notifications for all texts received by the agency, they can still receive notifications for received text messages if one of the following applies (just like standard texting users):

The Texting Administrator is assigned as a CSR or Producer on a client.
- This automatically sets the user as a follower for that client’s phone numbers, and they will receive notifications when new texts from the client's phone numbers arrive.
Any user who opens a text conversation and sends a reply is automatically added as a follower and will receive future notifications from that phone number.

Delete Text Conversations

Texting Administrators have the ability to delete text conversations inside of HawkSoft Text Messaging. For example, if your agency receives spam or junk texts to your agency texting number, a Texting Administrator can delete these texts to clean up the agency's Unmatched Texts inbox.

To preserve full context in text conversations, individual text messages inside a conversation cannot be deleted. Only the entire text conversation can be deleted.

To delete a text message conversation:

Select the text conversation you want to delete.
Open the three-dots menu at the top-right of the HawkSoft Text Messaging window.
Select Delete Conversation.