1. Navigate to Scheduling > Messaging.

2. Find the message that you want to respond to and select the reply arrow .

3.  Type the reply you wish to send and select Send Reply.

4. To view the replies to a specific message, select the eye icon.

5. Then select the details section. At the bottom is the Replies history.

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Responding via Text Message

1. To respond via text message, open the text message on your phone

2.  Enter the number of the text message you want to respond to and then type your response. Select the send button.

It is important to note that if you do not include the text message number, the reply will not be sent.

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Best Practices

Do's

• Check the Messaging module regularly for new messages requiring responses to ensure timely communication with your department
• Always include the message number at the beginning of text message replies to ensure your response is properly associated with the correct message thread
• Use the method most convenient for your current situation—the First Due interface when at a workstation or text message when in the field
• Review the original message content before replying to ensure your response addresses the intended topic or question
• Verify your reply appears in the message's reply history if the communication is time-sensitive or requires confirmation of receipt
• Keep replies concise and clear, especially when responding via text message where character limits may apply

Don'ts

• Don't reply to a text message without including the message number at the start of your response, as the reply will not be sent or recorded in First Due
• Don't assume all messages can be replied to—only messages displaying the reply arrow icon in the interface are available for your response based on permissions
• Don't send sensitive or detailed information via text message reply if it could be compromised through standard SMS channels
• Don't forget to check the replies history to confirm your text message reply was successfully received if the communication is critical
• Don't reply to the wrong message number when responding via text, as this will associate your reply with an incorrect conversation thread
• Don't use text message replies for complex responses that require formatting, attachments, or lengthy explanations—use the First Due interface instead

Tips & Recommendations

• Save the First Due text message number in your phone contacts for easy identification of department messages versus personal texts
• When replying via text message, double-check that you've copied the correct message number before typing your response to avoid misassociation errors
• Use the First Due interface reply method for messages requiring a documented audit trail or formal responses, as it provides more visible confirmation
• If you frequently respond to messages while on duty away from workstations, ensure your mobile device's notification settings allow First Due text messages to come through
• For urgent messages requiring acknowledgment, reply through the First Due interface when possible to immediately see your response in the conversation thread
• If a text message reply doesn't appear in the message history, verify you included the message number and consider resending or using the interface method as a backup

Troubleshooting & FAQs

Q: Why don't I see the reply arrow icon on some messages?
A: The reply arrow icon only appears on messages you are authorized to respond to based on your permissions and the message settings. If you don't see the reply option, you may not have the "Send messages" permission, or the message may be restricted to specific recipients. Contact your administrator if you believe you should have reply access to certain messages.

Q: I replied via text message but my response doesn't appear in the message history. What happened?
A: Text message replies must begin with the message number to be properly associated with the correct message thread. If you didn't include the message number at the start of your text response, First Due cannot deliver or record your reply. Resend your text message ensuring the message number appears first, before your reply text.

Q: Where do I find the message number for text message replies?
A: The message number is included in the original text message you received from First Due. Look at the text message content and you should see a message number displayed. This number must be placed at the beginning of your reply text for the system to properly route your response.

Q: Can I reply to a message multiple times?
A: Yes, you can submit multiple replies to the same message using either method. Each reply is recorded separately in the replies history section, creating a complete conversation thread. This allows for ongoing dialogue and follow-up responses as needed.

Q: How do I know if my reply was successfully sent?
A: For replies sent through the First Due interface, you'll see confirmation when you click "Send Reply," and your response immediately appears in the conversation. For text message replies, access the Messaging module, view the message details by clicking the eye icon, and check the "Replies History" section where your text reply should be listed if successfully received.

Q: Can other people see my replies to messages?
A: Reply visibility depends on the original message settings and recipient configuration. Generally, replies are visible to the message sender and may be visible to other recipients depending on how the message was configured. Users with "View message history" permission can see message details including replies. Check with your administrator about your department's message visibility settings.

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