7.1.2. Desktop Page View User Guide

The Page View is a focused version of the Message Inbox on a specific records conversations. It will load any conversations that are related to this Record displaying your own Users conversation.

Starting a Conversation

You can start a conversation by going to a Record where you have not started a conversation yet and you'll see the Natterbox Messaging App on the page. On the app you'll see two dropdown menus for selecting the phone numbers you wish to use for the conversation. These phone numbers are populated from your own SMS capable phone numbers and then pulls the Phone Numbers from the Salesforce record you are on.

Under the My Number section you'll be presented with a list of all your SMS capable phone numbers, select the one you wish to use for this conversation. This will be the phone number the receiver is presented with when they receive your message.

Under the next section, this will be a Lead, Contact, or Account Number you will see a list of the phone numbers pulled from the Salesforce record. Select the phone number you wish to send your message too. Make sure that you are selecting a valid phone number to receive messages and select a matching country code based on your own number.

Next you can press Start Conversation to create the conversation.

You will then be presented with a blank conversation ready to start messaging. Your conversation will also be available on the Natterbox Messaging tab. If you see prompts around Consent please see more information on our Consent management article here.

Messaging

Sending a text message

Sending a message is as simple as clicking in the textbox area and typing out your desired message, additional functionality is available in the form of Emoji or Media such as Images. You can send your message by pressing Enter or by pressing the Send button on the right of the input area.

You can add Emoji by pressing the Emoji button to open up the Emoji selector window, by pressing any Emoji in this it will then add this to your textbox. You can also close this window by clicking the Emoji button again.

Emoji Button

Emoji selector window

Sending Media

You can send media by pressing the Media button which will open the file selection window for your browser/OS. Select the media you wish to send, currently only Images, Videos, and Audio are supported. Depending on the type of media has different restrictions in terms of file types and file sizes.

You can select your media by either clicking and dragging this into the conversation or by clicking the media button as follows.

Once you have selected your media you will see a short preview and the option to add a caption to your image. You can click on the text box and start typing your caption. Simply press the send button or press Enter when your message is complete to send your media and caption if you entered one.

Viewing Messages

You can view your messages and the conversation history within the page view, your messages will display on the right in green and the person you are communicating with messages will display on the left in grey.

You may see references to Consent where more information can be found here. For more information on the Message Delineations please see this article here.

Digital Wrap-Up

Starting a Wrap-Up

To start a Wrap-Up you must have a conversation with at least 1 message that does not belong to another Wrap-Up. You can start a Wrap-Up by pressing the menu icon and then selecting “Start Wrap-Up”.

You will then be presented with your conversation and the option to select a sequential segment of messages. For a message to be selectable it must meet the following criteria:

• Does not belong to another Wrap-Up

• It is in a sequential order with all other messages (This means you cannot pick and choose messages outside of the continuous selection)

Selecting your first message is the minimum you will need to start a draft Wrap-Up. Once you have made your selection you can press the Save Selection button at the top to proceed to the next screen.

Here you have the Wrap-Up Details screen where you can input your Subject and Notes for the selected segment. On this screen you can also edit your message selection by pressing the Edit link.

Once you are happy with your Wrap-Up Details (you can edit your Wrap-Up Details in the future if needed) you can Save the Wrap-Up as Completed or as a Draft. Completed is intended for part of a conversation which has now concluded, and Draft is for an ongoing conversation.

To save as a Draft you only need to provide a First Message selection, where as saving Completed you can either provide an End Message or the End Message will be auto populated when you save as Completed. The End Message auto population is based off the following criteria:

• Until the message stream hits another Wrap-Up, populate the last available message before this

• Until the message stream hits the end of the conversation, populate the last message available in the conversation

• The last message available is not the same as the first message

Wrap-Up List

To access your saved Wrap-Ups on a conversation you must first navigate to the Record which has the conversation for the Wrap-Ups. Then press the Menu button and select “Wrap-Up List”.

You will then be presented with your Wrap-Up List which shows all of the Wrap-Ups related to the conversation you have open. You can see your Draft and Completed Wrap-Ups as well as having the ability to search, view, edit, and delete (delete is only available on Draft).

You have the option to View, Edit, and Delete Wrap-Ups from the Wrap-Up List.

Viewing Wrap-Ups

To view a Wrap-Up you can press the following icon:

When pressing the View button this will open up the Wrap-Up Details screen the same as before where you can view the Wrap-Ups contents.

Editing Wrap-Ups

To Edit a Wrap-Up you can press the following icon:

When pressing the Edit button this will open up the Wrap-Up Details screen but this time in edit mode so you can edit the consents of the Wrap-Up.

Deleting Draft Wrap-Ups

To Delete a Draft Wrap-Up you can press the following icon:

When pressing the Delete button you will be prompted with an are you sure, upon confirmation this will permanently remove the Draft Wrap-up.