Messaging - Administration/Moderation – Fourth & HotSchedules Customer Success Portal

Overview

Fourth's Messaging application is administered via a dashboard provided by 'Sendbird'. Admin users are able to monitor all open and group channels, delete threads, images, and conversations, and generally moderate the content.

The Sendbird Dashboard

Go to https://dashboard.sendbird.com/auth/signin and log in with your admin credentials (this access will be provided by Fourth to those who require it).

Menu options are displayed on the left side of the screen.

Group Channels

Using the side menu, go to Moderation > Group
Use the tickbox to select a group channel

This will reveal a number of options:

Edit to update channel information - the channel name, cover photo, and custom type
Metadata – to help with filtering of channels by adding additional data.
Admin message – to send an admin message to everyone within the channel. The same message can be sent to multiple channels in one go (if more than one is ticked)
Select the channel (one or multiple channels) you want to send the message to.
Add your message – up to 1000 characters. Click send push notification if required
Change to supergroup - currently not in use
Delete channels - to remove the channel(s) altogether

**Fig.2 - Group channel, high-level options (multiple selection possible)**

Channel Details

To see the contents of a channel and further moderation tools, select a channel from the list

The channel details will be displayed, with messages in the middle of the screen, and various channel information options on the right side.

**Fig.4 - Group channel details, chat and channel information**

From the Channel information menu, the channel can be edited

Information - as possible in the earlier step, update channel information - the channel name, cover photo, and custom type
Metadata and Data - follow onscreen links to learn more
Channel moderation - options to Freeze the channel and add a Moderator message
Members - a list of who is in the group. Select a member to take moderation actions (mute, ban)
Banned - see all banned members of the group, and reverse the action
Muted - see all muted members of the group, and reverse the action

Deleting Messages

Hover over a message and select Delete
Confirm in the modal
To view deleted messages, toggle Show Deleted Messages

Admin Messages

Use the yellow box at the bottom of the group chat to add an Admin Message
To edit, copy (text or URL), or delete a posted admin message, hover over it and use the tooltip options as required

**Fig.6 - Sending and editing/deleting an Admin message**

Finding Groups by Users

By collating user IDs, it is possible to run a search that will show all groups to which they belong

Using the side menu, go to Users
Search for the users you are looking for
Copy each ID number from the ID column
Create a comma-separated list of all user IDs
Example : 0051o000009kJfKAAU,0055t00000C80YNAAZ,0055q0000026pQpAAI

Go back to Moderation > Group
Use the Search bar and search using members_include_in
Paste in your comma-separated list of users and hit return

All the groups that those users are in will then be displayed.

**Fig.8 - Searching for groups with comma-separated user IDs**

Analytics & Roadmap

Engage Analytics

Messaging activity is now tracked in Fourth Analytics
Includes engagement metrics and message-level reporting

Coming Soon

Dynamic Channels: Auto-create based on roles/locations
Virtual Assistant: Chatbot for FAQs and internal data