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Customer Texts Duplicated In Message Manager?

Customer Texts Duplicated In Message Manager?

Postby John C. » Wed Apr 26, 2017 6:07 am

Has anyone else had this issue (started over a week ago), when customers text us, or open a report, it shows it twice in Message Manager.
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Re: Customer Texts Duplicated In Message Manager?

Postby ricmorin » Wed Apr 26, 2017 6:41 am

I've seen it a few times. Not enough to warrant concern yet.
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Re: Customer Texts Duplicated In Message Manager?

Postby John C. » Wed Apr 26, 2017 7:12 am

Going back, a little over a week, it has been every time with us.
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Re: Customer Texts Duplicated In Message Manager?

Postby Pauls Automotive » Wed Apr 26, 2017 9:16 am

This just happened to me about an hour ago.
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Re: Customer Texts Duplicated In Message Manager?

Postby Auto Repair Coach » Sat Apr 29, 2017 2:01 pm

Hey Folks,
Check the settings on your Message Manager. Be sure that only one workstation has been assigned to send and receive messages. If multiple work stations should have this selection turned on you will get multiple messages.

Any more issues? Please let me know.
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Re: Customer Texts Duplicated In Message Manager?

Postby John C. » Thu May 04, 2017 6:41 am

Auto Repair Coach wrote:Hey Folks,
Check the settings on your Message Manager. Be sure that only one workstation has been assigned to send and receive messages. If multiple work stations should have this selection turned on you will get multiple messages.

Any more issues? Please let me know.


Where would I do this? I looked in settings on Message Manager, and could not find where to assign a workstation.

Also, if only one workstation is assigned to send and receive messages, will that literally mean that only one workstation will be able to send and receive messages?
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Re: Customer Texts Duplicated In Message Manager?

Postby ricmorin » Thu May 04, 2017 7:37 am

John,

You will find the automatic setting as shown below.

mm.png
 


Go to Settings>Automation. Make sure that only one workstation has a check in the green circle as illustrated. This only applies to automated messaging. It has no bearing on manual messages.
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Re: Customer Texts Duplicated In Message Manager?

Postby Auto Repair Coach » Fri May 05, 2017 5:35 am

Wow!!!
Rich Morin very nicely done!!!! Thanks

To answer the previous question as to whether this setting affects just one computer or all with sending and receiving texts.

Yes. Only one computer should have these settings as shown.
Yes all the other computers will still continues to receive and send text messages.
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Re: Customer Texts Duplicated In Message Manager?

Postby ricmorin » Sat May 06, 2017 8:03 am

Thank you!

Here is an example of the duplication. I have several more in the log.

DUPLICATE_TEXT1.PNG
duplicates
 
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Re: Customer Texts Duplicated In Message Manager?

Postby Auto Repair Coach » Mon May 08, 2017 3:59 am

Ric Morin,
Please let me know if it is the case that more than one computer has been assigned to get and give the messages.
Thanks
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Re: Customer Texts Duplicated In Message Manager?

Postby ricmorin » Mon May 08, 2017 5:08 am

Auto Repair Coach wrote:Ric Morin,
Please let me know if it is the case that more than one computer has been assigned to get and give the messages.
Thanks

No sir. None of the computers are set for automatic. We are not using that feature. Last instance of duplication was 4/20. Has been good since then.
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Re: Customer Texts Duplicated In Message Manager?

Postby Auto Repair Coach » Tue May 09, 2017 3:44 am

Thanks again,
Keep me in the loop if anything else should occur.
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Re: Customer Texts Duplicated In Message Manager?

Postby ricmorin » Thu May 11, 2017 12:53 pm

We had another duplication this morning. Should we call support?
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Re: Customer Texts Duplicated In Message Manager?

Postby Auto Repair Coach » Mon May 15, 2017 3:53 am

Yes.

Please call support so we can see if anything is going on.

Sorry for the delayed response.
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Re: Customer Texts Duplicated In Message Manager?

Postby ricmorin » Mon May 15, 2017 1:59 pm

Just got off with support. Some of the computers had different versions of Message Manager. Getting them all in sync seemed to alleviate the duplication. This got out of whack a few weeks ago when our AV killed the program thinking it was malware. I had to re-install it a few times. All is good now. Anyone else with the same symptom should contact support and they'll fix you up.
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Re: Customer Texts Duplicated In Message Manager?

Postby Auto Repair Coach » Tue May 16, 2017 4:03 am

Thanks for sharing.
I was wondering if the Anti Virus issue was going to affect the software in different ways.

One important note from this, always update the Bolt On Software when you see a up date come through.

Two main reasons:
1. The updates fix things! (Technical terminology.)
2. You get new features! Lots going out of late too!
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Re: Customer Texts Duplicated In Message Manager?

Postby ricmorin » Tue May 16, 2017 5:42 am

We are not the type of shop to casually ignore updates. The antivirus issue was exacerbated during the update process so we made a conscious decision to stop updating until resolved. Every time we updated Message Manager was deleted despite exclusions entered into our AV program. We had not heard anything official regarding the AV problem so we had no way to know it was fixed. Perhaps in the future that can be communicated here.
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Re: Customer Texts Duplicated In Message Manager?

Postby Auto Repair Coach » Wed May 17, 2017 3:47 am

Good points again.

We did send out a message to all of our customers I believe Friday April 28th regarding the issue.
But I do agree, the more places we can put any message, the better it is for our customers.

Another lesson learned from our customers. Thanks
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