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A bot's message may have a status of ready, received, and read.
Bot messages with the Ready status are prepared and waiting to be delivered. On the bots tab of the MSPbots app, the Ready column counts the number of messages that are generated but have stayed in the “ready” status.
The Received status means that the identified receiver has successfully received the bot message. In the app, the Received column counts the number of messages that the users have received but have not read yet.
The Read status means that the user has actually read the message already. In the app, the Read column counts the number of messages that have been read by the identified recipients.
A message with a received status that has not been read could mean that the technician is ignoring the bot alert. On the other hand, if a message has both the received and read status, it means that the technician has read and possibly taken action from the alert. Improvements may start to be observed in the technician's attendance or ticket resolution time, depending on the goal of the bot alert.
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MSPbots WIKI is moving to a new home at support.mspbots.ai to give you the best experience in browsing our Knowledge Base resources and addressing your concerns. Click here for more info!