Salesforce automated messages allow you to initiate an outbound digital message on Natterbox via an Apex class available within Salesforce flows.
Salesforce Actions
As part of Salesforce Automated messages we have introduced 3 actions to Salesforce flows to allow you to send digital messages via Natterbox triggered from a Salesforce flow.
Action | SMS | |
|---|---|---|
Natterbox Check Consent | ✔ | ✖ |
Send Natterbox Message | ✔ | ✔ |
Send Natterbox Template Message | ✔ | ✔ |
Natterbox Check Consent
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The Check consent action allows you to provide two phone numbers which are then checked against the Consent object in Salesforce if valid consent exists for the provided numbers. Valid consent is defined as explicit opt in or implied opt in valid, more information on consent can be found here.
Input Label | Information | Required |
|---|---|---|
From Number | The from number for which you wish to check the consent against. This is the number you are sending the message from so it would be your own companies number. | ✔ |
To Number | The to number for which you wish to check the consent against. This would be the number you are sending the message to. Typically this would be pulled from a record such as a Contact as this would be the customers number. | ✔ |
Send Natterbox Message
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The Send Natterbox Message action allows you to initiate a Digital message via Natterbox. This message could be SMS or WhatsApp. It is recommended to use Templates for WhatsApp due to session periods on WhatsApp (more information below), if a valid 24 hour session does not exist for a WhatsApp message via this action then the message will not be sent.
Input Label | Information | Required |
|---|---|---|
Channel Type | The channel type in which the message will be sent on, this can be “SMS“ or “WhatsApp”. This field is case insensitive. | ✔ |
From Number | The number you are sending the message from. | ✔ |
Message Body | The contents of the message you wish to send. | ✔ |
Person Record | The record that this automated message will relate to if a new conversation is created to send this message. This must be a Contact, Account, or a Lead. If a new conversation is not created then this record will not be automatically related to the conversation. | ✔ |
To Number | The number you are sending the message to. Typically this is your customers phone number so would be pulled from a record in Salesforce such as a Contact. | ✔ |
Shared Inbox Id | An optional value should a conversation not already exist. This allows you to define which shared inbox this conversation will belong to if a new conversation be created. | ✖ |
User Id | An optional value should a conversation not already exist. This allows you to define which Users personal inbox this conversation will belong to if a new conversation is created. | ✖ |
Send Natterbox Template Message
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The Send Natterbox Template Message action allows you to initiate a Digital template via Natterbox. This message could be SMS or WhatsApp however it is expected that this action will be primarily used for WhatsApp messages. More information on templates can be found here.
Input Label | Information | Required |
|---|---|---|
Channel Type | The channel type in which the message will be sent on, this can be “SMS“ or “WhatsApp”. This field is case insensitive. | ✔ |
From Number | The number you are sending the message from. | ✔ |
Person Record | The record that this automated message will relate to if a new conversation is created to send this message. This must be a Contact, Account, or a Lead. If a new conversation is not created then this record will not be automatically related to the conversation. | ✔ |
Template Name | The name of the Template you wish to send. | ✔ |
To Number | The number you are sending the message to. Typically this is your customers phone number so would be pulled from a record in Salesforce such as a Contact. | ✔ |
Shared Inbox Id | An optional value should a conversation not already exist. This allows you to define which shared inbox this conversation will belong to if a new conversation be created. | ✖ |
Placeholder Map | A JSON map to replace the placeholders with the appropriate values. More information on this can be found below about placeholder mapping. | ✖ |
User Id | An optional value should a conversation not already exist. This allows you to define which Users personal inbox this conversation will belong to if a new conversation is created. | ✖ |
Placeholder Mapping
A placeholder map allows you to change the values of any placeholders within your template. For example you may have a placeholder for the customers name which you wish to dynamically fill in from the customers Contact record.
Placeholders follow the below rules:
Placeholder names are case sensitive
If a placeholder value is not provided then the default placeholder value will be used.
An example of a Placeholder map
Coming soon.
Automated Messages behaviour
Below are a list of behaviours that automated messages will follow.
Numbers are not in E164 format
If the provided phone numbers are not in E164 format this will result in an error and the message will not be sent.
Phone Numbers must have a value
If either of the phone number fields are empty then this will result in an error and the message will not be sent.
Invalid Channel Type provided
The allowed channel types are SMS and WhatsApp (not case sensitive), any other value will result in an error and the message will not be sent.
A Template placeholder is not provided
If a template placeholder is not provided with a value then the template will be sent as normal and the placeholders default value will be used.
An invalid placeholder name is provided
If a template placeholder name is provided that is not found on the template this will be ignored and the message will be sent as normal.
FAQ
What minimum Natterbox Salesforce package version must I be on?
The minimum version for the Salesforce Automated Message feature is 1.340. More information can be found here.
What format of phone number is accepted?
All phone numbers must be in E164 format. This means that the numbers must have the country code for where they are being sent from or to. For example, a UK number should look like this 442035100500
My automated messages aren’t being sent, what could be wrong?
Typically should something go wrong this will create an error log. These can be found under the Admin Home tab in the error logs section, more information on access the error logs section can be found here.