Unclear labels for “Edit and Retry” messages

[bartekwasielak]

Describe the suggested improvement

Is your improvement related to a problem? Please describe.

1. A user uses ServicePulse to review a failed message. They decide to use the “Edit & retry” feature. Almost immediately after they have retried the message, the screen shows Processed. This message doesn’t mean that the message has been handled; it rather means that it was successfully sent.
2. “Edit & retry” feature’s name is a simplification. It doesn’t edit the original failed message and retries it. Instead, it creates a copy of the original failed message, and then lets the user edit it and send it.
3. A message failed. The user “edit and retried” it, but that message failed too. When the user reviews the entry for that message, they see the Edited label. This might be interpreted in two ways: as a message from which a copy was created and further edited, or that this is a result of copying and editing.

Describe the suggested solution

1. Replacing the Processed label by a more explicit one, e.g. Processed by editing and adding further information in the tooltip, e.g. “A copy of this message has been created and successfully sent”.
2. Renaming the “Edit & retry” feature to something more explicit, e.g. “Copy, edit, & send”.
3. Replacing the Edited label by a more explicit one, e.g. Copy of a failed message or Copy of another message and adding further information in the tooltip, e.g. “This message is a result of copying and editing another failed message”

The suggested solutions above do not include changing the actual behaviour of the feature.

Describe alternatives you've considered

There is an existing link from a newer failed message to a previous failed message (from a copy to the original message). Introducing a link from the original message to its copy could be useful; this link could be further exposed as a web link in the failed message details page.

Additional Context

No response