Managers are able to directly message the employees that they are granted access to based on the reports_to, location, and/or role permissions of the logged in manager.

Required manager permissions

The Employee Permission Visibility configuration is the way in which the system determines who can send a direct (1:1) message to another employee. This can be based on the logged in user’s permission to the both location permissions and Role or reports_to permissions.

Location Permissions

The manager must have the same location permissions as their employee. This system completes this check by comparing the location_id assigned to that particular user and comparing that to the work_location_id assigned to the employee.

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Sending a message

Managers can send messages directly to employees via the Conversation box within that employee's profile. When sending this message, you can determine which user persona the employee will see this message come from.

Sender selection: AI Assistant or Manager

Messages can either be sent directly from the manager or your AI Assistant. This can be determined by selecting the down arrow next to their assistant’s picture and then the preferred sender.

• Sent from the Manger: When a manager sends an employee a direct message, the message will be sent from the manager’s own phone number and will be delivered to the employee in a different text chain than the one they have been using to message your AI Assistant. Review the configuration section below for information on how a user can add their own employee phone number.
• Sent from your AI Assistant via Impersonation: When a manager sends an employee a direct message as your AI Assistant, the message will be sent using the employee A.I. phone number, which is the same number that your AI Assistant uses to message an employee. This is beneficial to use when teams want all work-related information in one thread.
  • Best Practice: It is recommended that the manager introduce themself so that the employee knows who they are talking to.
  • Note: A manager can be prevented from sending messages as the assistant. Contact your CS Representative to update the associated setting for you. 

Send message to employees with a different language preference

If auto-translation is enabled for your account, then any Employee Profile that includes information in a language that does not reflect the user’s platform language selection will be auto-translated into their preferred language.

If they want to send a message to that employee, then as they type their message into the chat box, a banner will display, notifying the employee that their message will be sent in the employee's preferred language. When an employee does not have a preferred language set, it will automatically be translated and sent in English.

Stop translating

When a user decides to turn off the auto-translation feature by selecting the Stop Translating button that displays above the chat box, the auto-translation feature will be turned off globally for the user across all Employee Profiles.

Start translating

If the Stop Translating button is selected, then auto-translation will be disabled across all Employee Profiles. The user does have the option to re-enable this auto-translation by selecting the Start Translating button that replaces the Stop Translating button above the chat box.

Viewing access to employee conversation

Any logged in user with access to an employee will be able to see all messages sent to that employee when they have full or view access to the Conversation permission of their employee's user role.

Filtering the chat

Users have the option to update whether they see just their conversation with an employee, your AI Assistant's conversation with their employee, or both by disabling the preferred setting(s) in the conversation options menu. This assists users in filtering the conversation to only see the most relevant messages to them.

Communication channels

Messages sent directly to employees will be sent through via main communication channel, which will most often be their personal phone or work email. The system will try to send the message to the next available channel in the below channel hierarchy:

1. Personal Phone
2. Work Email
3. Personal Email
4. Work Phone

Receiving a direct message via SMS

Depending on whether or not the manager was impersonating your AI Assistant, they will either receive a text from your assistant's number (in the case of impersonation) or from the sender’s employee A.I. phone number.

Receiving a direct message via email

Regardless of if the message was sent by the manager or by the manager impersonating your AI Assistant, the email will always be sent from olivia.alerts@paradox.ai. If the manager or your assistant has already sent this user an email, it will display in the same thread.

Best practices with direct messaging

1. Only Impersonate your AI Assistant when absolutely necessary: Impersonating your AI Assistant means that the user’s messages will be mixed in with your AI Assistant's messages when they are received by the employee. Since milestone communications are always ongoing and other users have the ability to send one-time communications as well, it is possible that the user’s conversation with the employee could be interrupted by your AI Assistant, which can be confusing to both you and the employee.
2. Introduce yourself when impersonating your AI Assistant: Sometimes a user may still want to send the message as their assistant so that it is sent over the same phone number that the employee is familiar with. In these cases, it is usually helpful for the user to introduce themself and explain why they are jumping in to the conversation to help out; otherwise, the employee may not understand who they are speaking with.
3. Use direct messaging instead of the Communications tool when the audience is one employee: While it is possible to send a communication to a single employee, it is typically better to directly message the employee. Not only is it less work to send a direct message, but unnecessary communications can clutter the Communication drawer, making it harder to track key communications over time.

Add employee phone numbers

1. Enter and send a message directly to your employee.
2. A Create an Employee Phone Number modal will then display. Enter an area code for this phone number and select Create Phone Number.
3. The modal will update to a Phone Number Created! page and include the message that you were attempting to send. Select Send Message to officially send the message to your employee.

FAQs