For agencies🔔 Notifications & Messaging
Message the interpreters on your roster
Your agency's shared Inbox: one private conversation with each interpreter on your roster, read by everyone with dispatch access.
The Inbox keeps the everyday back and forth with your interpreters inside OneTerp, instead of on personal phones. Each interpreter on your roster has one conversation with your office. Everyone with dispatch access can read it, dispatch managers can reply, and every reply is signed with the name of the person who wrote it. Messages can carry photos, PDFs and a link to one of the interpreter's jobs. Inbox appears in your sidebar once OneTerp has switched messaging on for your agency.
Step by step
- 1Open Inbox from the sidebar. The number beside it counts conversations waiting on a reply from your office.
- 2Click "New message" and pick an interpreter from your roster, or open an existing conversation from the list.
- 3Write your message. Press Enter to send, or Shift and Enter for a new line.
- 4To point at a job, choose it under "Tag a job". The interpreter sees a link that opens that job.
- 5Use "Awaiting reply" to see everyone who wrote last and how long they have waited. If a message needs no answer, click "No reply needed".
- 6Under your last message you see "Seen" and the time once the interpreter has read it.
Tips
- Alerts are generic on purpose. The interpreter's phone and email say only that your agency sent a message, never what it says, because phone alerts and email travel outside OneTerp.
- If a message is still unread after 30 minutes, OneTerp sends one email nudge through your connected email sender. No sender connected means no email, and the message waits in the app.
- You can unsend a message within five minutes. It is replaced with “Message removed” for everyone. Messages can never be edited, so the conversation stays a reliable record.
- When an interpreter leaves your roster their conversation becomes read only for both of you. If they come back, the same conversation reopens.
- In Settings, under Operations & Alerts, then Messaging, choose whether interpreters can start a conversation and set an after-hours auto-reply in your agency's time zone.
- Staff with dispatch view access can read the Inbox but not reply. Billing-only staff do not see it at all.
- Download every conversation from Settings, Data Export Backups, Messages.
- Keep patient details to what the job needs. A job tag is usually better than typing names and addresses.
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