Respond to Message

 

The Respond to Message page displays when a worker opens a message from their county’s Work List. The case information displays above the designated response area while the customers message and attachments, display below.

 

·        What is its purpose?  Lets workers view the entire conversation with the customer, view attachments and/or respond to the customer.  Any documents attached to a message will only be accessible for 90 days from the date they are originally opened by a worker.

·        How do I use it?  To respond to a message, type your message in the designated area (2000 characters or less).  To open an attachment, click the file name displayed within the message.

    

     If case information is needed to complete a response, the customers portal pages can be                     accessed without closing the current Respond to Message page by clicking on the View Case 

     button at the top of the message, displaying the customer’s Home Page.  A Return to Message          bar displays at the top of each customer page when the View Case button is used on this page.

 

o   Click Reply to send the message without removing it from the active Work List

o   Click Cancel to discard the message and close the Respond to Message page without

sending or saving the reply and returning to the active Work List

o   Double click Archive With No Reply to move the entire message conversations to the

Archived Work List without sending or saving the reply or

o   Check the Archive after Reply box and then click Reply to send the message and move it to the Archived Work List

 

Icons

Icon

What does it mean

http://jfssaiwashhsq01:9090/domains/help/RespondtoMessage_files/image003.jpg

Provides the definition of a highlighted word.

·         Using your computers mouse, place it over the word or icon to see the definition. 

·         When using a mobile device, click on the icon or the word to open the definition, click it again to close.

 

Menu

·        What is its purpose?  Located at the top of the page, provides quick access to all worker pages.

·        How do I use it?  

o   Click Work List/View Case to view the county’s Active Work List

o   Click Archived Work List to view messages that have been archived by county workers

o   Click Administrative to view County Contacts and the County Bulletin Board

·        Click County Contacts to view county contacts for your county

·        Click County Bulletin Board to view bulletins posted by your county

o   Click Notification Preference (County Contacts) to opt out of receiving New Message 

E-mail Notification

o   Click Reports to view daily, monthly, and past portal statistics and unopened messages reports

·        Click Daily Statistics to view County Daily Statistics

·        Click Monthly Statistics to view the <Month Year> Detail Report

·        Click Past Statistics to view the County 12-Month Statistics Report and access the <Month Year> Full Month Detail Report

·        Click Unopened Messages to view the County Unopened Messages Report

o   Click Help to view FAQ(s), User Guide, Web Based Training and Screen Help

·        Click FAQ to view Frequently Asked Questions regarding child support

·        Click User Guide to view step by step instructions

·        Click Web Based Training to view video tutorials

·        Click Screen Help to read how to use each portal page

 

Logout

·        What is its purpose?  To exit the Child Support Customer Service Portal.

·        How do I use it?  Located at the top right of the page; click Logout to exit the Child Support Customer Service Poral, returning to the Login page.

 

Last Updated:  2/3/20