The inbox screen in Worker Experience is your worker messaging center. Here, user admins and workers can engage in direct, private communication through SMS, email, and the Worker Portal. It supports seamless two-way messaging and includes a history of all previously sent communications.
If you are interested in Fountain's two-way messaging, reach out to your Fountain Customer Success contact or [email protected] to enable it in your account.
Basic Navigation and Functionality
To access the Inbox screen, click Inbox in the left side panel. Here you will find 3 main sections:
Inbox: A list of outstanding messages from workers will be visible on the left. Click on a worker's name to message them.
Messaging with Worker: Any messaging with the worker will be visible in the center column.
A gray initials icon will precede messages from the worker.
A blue initials icon will precede messages from a Fountain user.
This will include two tabs at the top, In-App and SMS.
In-App will send a message to the employee's Worker Portal, where they can respond.
SMS will text the worker.
Worker Profile: On the far right, you'll be able to review the Worker's Profile, including contact information and progress using different Fountain products such as Onboard or Compliance.
Important Note:
These sections are only visible once incoming messages from workers are received. If you have not received any worker messages yet, you will see an "Inbox is empty" message.
When messaging a worker, you'll be able to add emojis, use merge keys to pull in information, or shorten your message before sending.
Worker Portal Experience
If a worker needs to message for support, they can click the Message tab at the bottom of their Worker Portal to send an In-App message.
Future Enhancements
Come back here soon for updates and enhancements related to the functionality listed below:
Messages sent via SMS, email, and through the Worker Portal will appear as separate threads, not merged into a single conversation view per worker.
Currently, Fountain users cannot initiate conversations directly from the Inbox. Fountain users can reply to incoming messages in the Inbox, but new outbound messages must be initiated via the “Send Message” action in a Worker Profile or through other messaging flows. Learn more in this article.
Message search is not yet supported. However, users can filter conversations by channel, date, and unread status.
The Inbox does not yet support multi-user threads/team-based messaging, sending links, uploading documents, or bulk messaging campaigns.
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