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How do I read, send and reply to messages within cases?

Learn how in the PIXRAY Portal you can send and receive case-related messages from PIXRAY or a Collection Partner.

Often there is some degree of communication necessary between the parties involved in a case (you, possibly a collection partner, possibly PIXRAY as a provider of the documentation).

Every case has its own messaging center to facilitate easy and reliable communication between parties.

Below we will describe how to send a message, reply to a message and  mark a message as read.

Cases that have messages for you to read or answer are marked with a red dot in all case overview lists.

Sending a message

  1. open the case regarding which you would like to send a message
  2. navigate to the "messages" section of the case
  3. select a recipient category (i.e. PIXRAY, Collection Partner)
  4. type your message
  5. click "send"

Note that a message cannot be sent to a specific other user but to a user belonging to a specific party, e.g. the assigned collection partner.

 

Replying to a message

  1. open the case regarding which you would like to send a message
  2. navigate to the "messages" section of the case
  3. click "reply" next to the message you would like to reply to
  4. type your message
  5. click "send"

Note that the reply will not be sent to the specific user who sent the original message but to the specific party that the user belongs to, e.g. the assigned collection partner that sender works for. Replying to a message will mark that message as read (see below).

 

Marking a message as read

  1. open the case regarding which you would like to send a message
  2. navigate to the "messages" section of the case
  3. click "mark as read" next to the message you would like to mark as read

Note that the reply will not be sent to the specific user who sent the original message but to the specific party that the user belongs to, e.g. the assigned collection partner that sender works for.

The case messaging tool replaced communication via case notes. Older cases with notes will still show the existing notes but no new notes can be added.