Frontnumber User Guide
To login to your Frontnumber account, click the "Login" button on the upper right corner found the home page. To log in as an Administrator please use the “Admin Login” link also found on the home page.
Once you have clicked the user login link, you will be taken to a page in which to enter your user credentials. These should have been previously provided to you by your administrator. If you have not been provided a username and password please either signup for an account or speak with the administrator of your Frontnumber account.
Username - This was provided by the admin of your Frontnumber account (can be a username or an email address). If you have not been provided a username and password please either signup for an account or speak with the administrator.
Password - Enter your secure password that was provided to you by the administrator of your Frontnumber account. If you have forgotten your password please speak with your admin and they can reset. To change your password, please login with your current password, then click the "Settings" button. You will then be prompted to update your password. See "Settings" section below for more info.
Conversations:
Once logged in you will be shown a list of previous conversations and any new text messages that have arrived. You may also search for messages using the search field. Type your search parameter and hit the "Enter" or "Return" key to search. By default, your Agent Status is set to "Offline" state. See "Queue Status" options below for more info.
Contact number: This is the external number of the outside party that was sent or received a message.
Frontnumber: This is your assigned number by your administrator that a user can send or received a text message. Your administrator can assign you one or multiple numbers (which may or may not be shared with other agents). If you need additional numbers in which to send and receive messages, please contact the administrator of your Frontnumber account. Note that the Frontnumber listed on the table will show up as the "From" address in the receiver's messaging application.
Date: Shows a timestamp of the date and time when a message was last sent or received.
Last User: If your administrator has enabled queueing on your account, this will show the username of the agent who last interacted with this message thread.
Status: Shows the latest status of a message. See Status below for more information.
. Accept: Shows that a message has been received by Frontnumber and has been assigned to YOU as an agent. You must click the "Accept" button to view the message and engage in conversation. You will then enter the active conversation in a Busy state as noted above.
. Assigned: A conversation has been actively accepted by an agent and not yet Ended.
. Pending: Shows a new message has been assigned to an agent but has not been accepted by the agent.
. Completed: Shows an agent has ended a conversation.
New Message:
Clicking the new message button allows an agent to start a new message thread with a user that has not previously sent a message. To send a new message select:
From: Select the number you wish to send your message FROM. Any numbers that have been assigned by your administrator will populate in the dropdown menu. You might only have one but you could also have multiple numbers available to you. If you do not see the number you wish to send from or if you need additional numbers, please contact the administrator of your Frontnumber account.
To Number: Enter the number you wish to initiate a text message to. Always enter at least 10 digits in this field. A "1" or "+1" is not required but will work for North American Numbers.
Message: This is the body of your message. Enter any text you wish to send in this box.
Send: Click the send button to send your text message. Once sent, the conversations screen will display.
Queue Status:
Offline: You are not logged in. You will not start to receive messages until you change your status to "Idle". Click the "Offline" button to login. The button will now say "Idle". You will now be assigned new Text Messages that arrive in your queue. You will continue to receive messages until you logout. Setting yourself to an "Offline" state allows you to take a break from receiving messages, without totally logging out of the platform. You may also search old messages while "Offline".
Idle: You are logged in and are waiting for a conversation to be assigned to you. Click the "Idle" button to logout. The button will now say "Offline". This allows you to take a break from receiving messages, without totally logging out of the platform.
Reserved: A new conversation has been assigned to you. Click the Accept button under Message Status to view the message and engage in conversation.
Busy: You accepted to be assigned to a conversation and are in an active conversation. You will see an orange "End" button on the conversation screen. When you are finished with the conversation click the End button and your status will return to Idle.
Conversations:
Clicking the "Accept" button will put you into the conversation thread. You can also enter a conversation by clicking the "Contact Number" of a previous thread. Once you are in a thread you can enter text in the Message box. Hit the "Send" button to send your message.
Previous messages will appear in the message box. Messages replied to by other agents will contain a username and time stamp alongside of their response. Click the orange "End" button or the "Conversations" link at the top of the page to return back to the main page. You must click the End button in order to mark a conversation "completed".
Logout:
Click the "Logout" button to end your Frontnumber session. This will also log you out of any message queues.
Settings:
Password: Change your saved password using this field. You may also get in touch with your administrator to change your password. If you change your password your session will be terminated, you will be logged out and required to log in using your new password.
Feedback:
Do you have an idea for a cool new feature of Frontnumber that you think could be helpful for other users? We value and appreciate user feedback. If there is something that you would like to see incorporated into Frontnumber, please let us know by using this form. You may also email us at [email protected].