---
title: "Live Message Routing"
slug: "digital-live-message-routing"
updated: 2026-06-12T11:26:12Z
published: 2026-06-12T11:26:12Z
canonical: "docs.natterbox.com/digital-live-message-routing"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Live Message Routing

### What is live message routing?

Live message routing is the ability to route and manipulate an Outbound or Inbound message before it is sent/delivered. This gives you the ability to do rules on a message such as checking if a Salesforce contact has a Do Not Contact flag, blocking a message from being delivered, or updating a message before it’s sent.

The routing is separated by the channel Type so you can do individual routing for SMS or for WhatsApp - you can also route them the same way by connecting them to the same apps.

### Directional based routing

#### Outbound

Any outbound message sent will go through the Outbound Digital Routing policy, this is triggered when an Agent types a message into the composer and presses send. The message is then routed through this policy, unless the policy routes the message through a block app it will be sent when the route has finished.

The system policy controlling Outbound routing is labelled “Outbound Message (Digital)”.

#### Inbound

Any inbound message received will go through the Inbound Digital Routing policy, this is triggered for any message received whether it’s a brand new conversation or an existing conversation. The message is then routed through this policy, unless the policy routes the message through a block app it will be delivered to the corresponding conversation when the route has finished.

The system policy controlling Outbound routing is labelled “Inbound Message (Digital)”.

---

### FAQ

#### **What minimum Natterbox Salesforce package version must I be on?**

It is typically recommended to always be on the latest stable version, but the minimum version is 1.378. More information can be found [here](/v1/docs/how-to-upgrade).

#### Why can’t I access the Natterbox Settings page?

You will need to have a digital licence (either an SMS licence and/or a WhatsApp licence) and have the permission level of your User set to Admin. Permission levels are managed under the Natterbox Users tab in Salesforce.

#### Can I have a Routing Policy that handles Voice and Digital traffic together?

Currently no, routing is split for Voice and Digital.