Direct and SMS Messages

View Messages

The DIRECT MESSAGES list on the left side of Teamwork provides access to your existing direct and SMS messages. The most recent messages are displayed at the top of the list. If you have more than 15 messages, click More... at the bottom of the list to display more messages. Personal 1:1 messages are listed by the first and last name of the contact and group messages are listed by the first names of up to three contacts. To view all contacts for a group message, hover your mouse cursor over the group names in the DIRECT MESSAGES list or click the desired group message and click Members or the person icon at the top of the interface.

When you have unread messages, an orange oval appears to the right of the contact name(s) on the DIRECT MESSAGES list to indicate the number of new messages. To learn about other ways Teamwork notifies you of unread messages, see the Notifications topic. When viewing an existing conversation, all messages received from others are displayed on a white background, all direct messages sent by you are displayed on a light blue background, and all SMS messages sent by you are displayed on a light green background.

Search a Message Conversation

You can search for one or more complete words within a specific personal or group message conversation. When using multiple search words, the search results with the most matched words are displayed first. To do a search, select the desired conversation in the DIRECT MESSAGES list and click the search icon at the top of the interface. Type the desired search words in the Search input area that appears below, adjust your search words if needed, and select the desired message from the results. If many results appear, use the vertical scroll bar in the top-right corner of the results area to scroll up and down through the results to locate the desired message. There are no partial matches because this feature searches for only complete words in the selected message conversation. To end your search, click the search icon again (or click the X to the right of Search).

Message Notifications

When you send a personal 1:1 message, the member is sent a notification displaying your first and last name above the message. When you send a group message, each member of the group is sent a notification displaying the first names of up to three members above the message. If there are more than three group members, after the first three names "& # more" is displayed above the message (where # indicates the number of additional group members).

Message Typing Indicators

When you are typing text in the message input area, your name followed by "is typing" appears above the message input area for each of the contacts who are receiving your message. When a contact is typing text to send you a message, the message screen displays that person's name followed by "is typing." If you are chatting with multiple contacts who are typing simultaneously, the typing indicator shows the first name of up to three contacts.

Additionally, all typed words that are spelled incorrectly are displayed with a wavy red underline. Depending on the browser being used, you can double-click or right-click the misspelled word to see suggested corrections.

Continue an Existing Message Conversation

1. Scroll through the DIRECT MESSAGES list on the left side of the Teamwork application and click the desired contact name(s).
2. Type your message in the message input area at the bottom of the interface.
3. Press the Enter key.

Send a Direct Message to a Member of a Workspace

1. Scroll through the WORKSPACES list on the left side of the Teamwork application and select the desired workspace.
2. At the top of the workspace, click the Members link directly below the workspace name.
3. Scroll through the Members list that appears on the right side of the screen and click the avatar of the desired workspace member.
4. In the pop-up contact card that appears, click the message icon.
5. Type your message in the message input area at the bottom of the interface.
6. Press the Enter key.

Send a Direct Message to One or More Contacts in Your Phone System

1. Click the plus sign to the right of DIRECT MESSAGES.
2. In the "Start a Direct Message" interface that appears, type the first few letters of the desired contact's name or email address in the “search for contacts to start a new conversation” input area. Teamwork searches for contacts with a supported phone profile in your MiCloud Connect phone system.
3. Select the desired name from the search results list that appears. To send a group message (to more than one contact), repeat steps 2. and 3. for each additional contact.
4. Click the Start button on the right side of the interface.
5. Type your message in the message input area at the bottom of the interface.
6. Press the Enter key.

Modify Participants in a Group Message

When you use the instructions below to change the participants in an existing group message, a new group message is added to your DIRECT MESSAGES list.

1. Scroll through the DIRECT MESSAGES list on the left side of the Teamwork application and click the desired group message.
2. Click the Members link directly below the names at the top of the group message.
3. In the Members list that appears on the right side of the screen, click the Add Members button.
4. In the "Add Members" interface that appears, do the following in the "Add members to start a new conversation" input field:
   • To add each new participant, type the first few letters of the desired name and click the name in the list below when you see a match.
   • To remove one or more participants, click the X to the right of each desired name.
5. Click the Start button on the right side of the interface.

Send an SMS Message to a Phone Number

If you have the Connect SMS service, you can send an SMS message to any single 10-digit phone number in the United States or Canada.

1. Click the plus sign to the right of DIRECT MESSAGES.
2. In the "Start a Direct Message" interface that appears, type a complete 10-digit phone number or vanity number (e.g. 1800flowers) in the “Search for contacts to start a new conversation” input area.
3. Click the “Send SMS to” number that appears in the search results below to start an SMS message.
4. Click the Start button on the right side of the interface.
5. Type your message in the message input area at the bottom of the interface.
6. Press the Enter key.

Mute an SMS or Group Message Conversation

To mute an SMS or group message conversation, which hides notifications from those participants, select the desired conversation in the DIRECT MESSAGES list and click the mute icon at the top of the interface. This does not hide the message, just the notifications generated when other members of that conversation send additional messages. To unmute an SMS or group message conversation, click the unmute icon. This feature is not available for personal 1:1 messages.

Place Call to Message Participants

In the Teamwork desktop application only, you can place a call to the member(s) of a message conversation by selecting the desired message in the DIRECT MESSAGES list and clicking the phone icon at the top of the interface. The Mitel Connect client, which must be open to use this feature, places a call to each message participant one by one (up to a maximum of 8 participants).

SMS Requirements and Limitations

Requirements

• Users must have an assigned 10-digit DID (direct inward dial) phone number to get this SMS service.
• The Connect SMS service (previously known as Business SMS) is required by MiCloud Connect customers who want to send SMS messages in Teamwork.
  • When the SMS service was released in December 2018, it was made available to only new MiCloud Connect customers who requested the SMS service during initial account activation.

  • As of June of 2020, the Connect SMS service is available to all other MiCloud Connect customers whose Authorized Contacts can now enable the Connect SMS service for their Teamwork users.

Limitations

• Sending many outbound SMS messages in quick succession from your Mitel business phone number temporarily blocks your outgoing SMS messages (for approx. 15 minutes). This is done via the spam blockers put in place by the many carriers that work with Mitel. These spam blockers are not usually triggered via normal business use.
• Mobile carriers who work with Mitel impose a character limit on SMS messages sent from external parties to your Mitel business phone number. These character limits vary by carrier and depend on the contents of the message.
• If there is a problem sending an SMS message, you may see one of the following error indicators:
  • The SMS message failed to send. This occurs when the message was sent to an invalid number.
  • Rest of the message cannot be displayed. This occurs when an SMS message exceeds the maximum character limit.
  • We will attempt to send your message when the connection returns. This occurs when you send an SMS message while your system is disconnected from the network. The error disappears and the message is automatically sent when the network connection is restored.

To see FAQs about the Connect SMS service, see the FAQs topic.