How to Update Every Digital Message

The Update Message app lets you automatically change the content of every outbound digital message before it is sent, without relying on agents to add text manually. This guide explains how to use the app within your outbound message System policy, with examples for adding a business signature or adding opt-out messaging.

Before you begin

Make sure the following are in place before editing your outbound policy:

• You have a digital licence (SMS/WhatsApp/Chat) and the permission level of your User is set to Admin. Permission levels are managed under the Natterbox Users tab in Salesforce.

• You are familiar with how outbound digital routing works. See Live Message Routing for background.

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Warning: This is a System policy that controls live outbound traffic. Test your changes with a controlled message out of hours or in a sandbox before rolling them out to your live production.

How the Update a Message app works

The Update a Message app sits within a routing policy and changes the content of the message passing through it. When placed in the Outbound Message (Digital) policy, it acts on each message an agent sends before that message leaves the platform.

Typical uses include:

• Appending a standard business signature to every message.

• Adding a compliance or opt-out instruction, for example “Reply STOP to opt out”.

• Adding a fixed disclaimer required by your organisation.

Adding the Update a Message app to your outbound policy

Follow these steps to add the app to your outbound digital routing.

1. Navigate to the ‘Routing Policies’ page from the app launcher and locate the System policy labelled Outbound Message (Digital).

2. Add an Action Container into the policy flow, positioned so that every outbound message routes through it before completion. This should connect to the Outbound Catch All component for the channel you are using.
   
   

3. Add an Update Message app:

   1. Name this item: Add Signature (or something similar, only used to make it easy to follow the policy)

   2. Message Content:

      1. Use the macro selector to search for ‘payload’

      2. Choose $(DigitalPayLoadText)

      3. This macro represents the message written by the Natterbox user. You can then add text to this message (before or after).

      4. See below for examples

4. Save the policy (remember to connect anything else you disconnected to add the new action)

5. We recommend sending some test messages to verify it has been configured correctly!

Examples

Here are some examples of how you might update the outbound message. This is the text to copy into the Message Content section of the Update Message app.

$(DigitalPayLoadText)
Regards, Support Team at Natterbox

$(DigitalPayLoadText)
Respond with STOP if you wish to opt out of messages. 

$(DigitalPayLoadText)
For more info, see our privacy policy: https://natterbox.com/privacy-policy/

Keep your messages concise for SMS, anything over 160 characters may be sent in a separate message depending on your region.