7.1.1. Desktop Message Inbox User Guide

  • Updated on Feb 20, 2025
  • Published on Jan 2, 2024
  • 6 minute(s) read
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Composer

Messaging

Messaging in general is all handled within the composer. This allows you to type messages, record audio, or attach files - as well as select emojis!

Sending a message is as simple as typing in your message and then pressing the send button (or pressing the Enter key).

Sending a text message requires consent and if you’re using the WhatsApp channel you will need an active session period, more information can be found below.

Starting a Conversation

To start a conversation select the Start chat button in the top left corner of the message inbox.

This will open the start chat screen where you can search for the Record of the person you wish to contact, set the channel type, as well as select which numbers you wish to have the conversation on. The Contact number is populated via phone numbers on the selected record.

Once the above has been filled out, you are now able to send a message from the composer. If an existing conversation already exists you will see an alert informing you of this - if it’s your own conversation then the conversation will automatically open.

Media

Sending media in a digital conversation varies based on the channel type for the conversation as well as for the country for the number if it’s on SMS, currently MMS is only supported in North America. Below are details on the various restrictions on file type and file sizes for the channels that are supported.

MMS

The max image file size is 950kb after compression, it is recommended that 2-3mb are typically acceptable for most carriers (before compression). The accepted file types are:

  • .BMP

  • .GIF

  • .JPG

  • .JPEG

  • .PNG

WhatsApp

The max image file size is 16mb. The accepted file types are:

  • .BMP

  • .GIF

  • .JPG

  • .JPEG

  • .PNG

MMS

The max audio file size is 950kb after compression, it is recommended that 2-3mb are typically acceptable for most carriers (before compression).

WhatsApp

The max audio file size is 16mb, video files will be converted to .mp3 format.

MMS

The max video file size is 950kb after compression, it is recommended that 2-3mb are typically acceptable for most carriers (before compression).

WhatsApp

The max video file size is 16mb, video files will be converted to .mp4 format.

WhatsApp

The maximum file size that WhatsApp business allows is 100mb, this accepts the following file formats:

  • .PDF

  • .PPT

  • .DOC

Sending Media

Start by selecting the attachment icon on the message composer.

You will now be able to select the file you wish to upload, depending on the file type selected depends on the restrictions which are outlined above. Selecting a file will then display a preview allowing you to write a caption (note: not all channels support captions so this will be sent as a separate message).

Pressing the Send button will send your caption message (if you entered one) and your media file to the conversation.

Templates

Template types

The type of template changes what you can do to the template before it’s sent, as well as if this is on the WhatsApp channel it changes if you can send this outside the session period or not.

A flexible template can be freely edited before you send it, this means you can change any of the contents of the template.

Note: Flexible templates cannot be sent outside of the WhatsApp session period.

A structured template is a template where you can only make specific changes to certain placeholders on the template, if this template is enabled for the WhatsApp channel this can also be sent outside of the session period.

Sending a Template

To send a template, press the template icon on the bottom row of the composer.

Your available templates will display on the right hand side in the NB assist panel. Select the template you wish to send, depending on the type of template will then define what you are able to do.

You can now edit the template if this is a flexible template, or update any placeholders (if the template has them) before pressing the Send template button.

SMS Consent & WhatsApp sessions

Depending on the channel type you are sending the message on you may need to be aware of restrictions in place around consent for that channel. For SMS there is a built in consent management system where as WhatsApp business has their own in the form of a session period.

Remember: Consent management is ensuring you only contact customers who wish to be contacted.

An example of valid consent.

An example of no consent.

SMS Consent

SMS consent is managed by you and your customer. Your customer can opt in and opt out at anytime, as well as if they message you first you will have implied consent meaning you can message them for an allotted amount of time before this expires.

More information can be found here.

SMS consent also supports keywords, meaning that your customer can respond to a pre-configured keyword to trigger a consent action. For example, they could respond with “Unsubscribe” to Opt out. If the message triggered this consent action, you will see the corresponding action on the message container, see below for an example.

WhatsApp session

The session period is enforced by meta and means that you can only freely send WhatsApp messages to your customers if they have messaged you within the last 24 hours, outside of that 24 hour session you are not able to message them. However you are able to send a pre-approved structured WhatsApp template to your customer - this will not start the session timer again and you will still need to wait for the customer to message you first to continue your conversation.

Conversation management

Digital Wrap-Up

Creating 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 Start Wrap-Up button in the NB Assist panel.

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:

  1. Does not belong to another Wrap-Up

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

Select the message you wish to include as part of this Wrap-up.

On the right hand side in the NB Assist panel you can then fill out the details for your Wrap-Up.

Save Wrap-Up

Saving a Wrap-Up is considered as completing the Wrap-Up, you can either provide an End Message or the End Message will be auto populated when you save. 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

A completed Wrap-Up can still be edited but cannot be deleted.

Save as Draft

Saving a Wrap-Up as a draft allows you to delete this or freely edit this and update this to a completed Wrap-Up in the future.

To save a Draft you only need to provide the first message selection.

Wrap-Up View

To view your Wrap-Ups you can simply press the Wrap-Up View tab at the top of the message inbox.

This will display all Wrap-Ups on your current conversation, the subject as well as any notes on the Wrap-Up will be displayed.

There are 2 statuses for the Wrap-Ups:

  • In progress - A Draft Wrap-Ups on the conversation

  • Resolved - A Completed Wrap-Ups on the conversation

You can copy the details of the Wrap-Up to the clipboard by pressing on the copy icon , as well as you can edit the Wrap-Up by pressing on the Edit icon .

FAQ

Administrators: How do I enable the new message inbox user interface?

In order to enable the new message inbox user interface you’ll need to ensure your Salesforce Natterbox package version is upgraded to a minimum of 1.323.

Why can’t I message internationally on SMS?

SMS is currently only allowed for domestic messaging, meaning you can only message to the same country on that number.

How can I message someone on WhatsApp outside of the session period?

You can send a structured template out of the session period. Note: this will not mean you can freely message after sending a template, you will still need the other party to message you first.