MESSAGES

MESSAGES SETTINGS MENU

The Messages Settings Menu is where you will find:

• Filters to control which messages appear on your screen
• An option to mark all messages as read
• Access to both shared and personal SMS Templates

On the Messages screen, select the settings menu icon (three horizontal lines) to access and manage your Intulse message settings.

FILTERS

By default, you will see messages for the past 10 days. You can change that using the date filter at the top left of the screen. (Channels are always visible and do not change based on the date filter.)

You can filter SMS Messages to view:

• Only the ones you’ve claimed or that are still unclaimed
• All messages, regardless of claim status

UNREAD MESSAGES

A red badge beside the Messages tab will indicate the number of unread messages. You can Mark all as read to clear that badge.

SMS TEMPLATES

Templates let you send quick replies without typing a new message each time.

• You can create your own personal templates.
• Choose whether to keep them private or share them with your organization.
• You can also use any templates that others have shared with you.

To create a new template: (See Sample Below for further instructions)

1. Click the beside SMS Templates.
2. Give the template a Name to easily identify it for future use.
3. Create the Text that will be used each time this message is selected. Click for detailed instructions on creating your text.
4. Select whether this template will be Shared with others in your organization.
5. Select whether to show a preview with an integration match.
6. Click the blue button to Save this to the list of templates.

Templates use variables that will be replaced with specific information such as names, email addresses, extension numbers, etc. Variables are enclosed in double curly braces {{ }} and follow a structure that indicates the source of the information, such as the sender (me) or recipient (person). Click beside Template Text for additional details about how to use variables.

Sample Template Message:
Template Name: In a Meeting
Template Text: Hello {{person.FirstName, there}}, I'm in a meeting but will get back to you soon! {{me.FirstName}}

• If Show preview with integration match is set to Yes, the preview will fill in a person's name to show what the template will look like when a person has been identified.

Click on any existing templates here to update them. To learn how to apply a template to a message, see the SMS Messages tab or the Bulk SMS Messages tab.

DIRECT MESSAGES

To begin a new Direct Message between you and another user within your organization:

1. Click beside Messages.
2. Select Direct Message.
3. Choose the User to message.
4. Click the arrow beside the user's name.

A new conversation has now been started and you can begin typing your message. Any previous conversations with this user will appear when you click the start button. There are multiple options available to you within a direct message.

• The allows you to start a video call with that contact. This is only visible with a Meetings license.
• The allows you to start a call with that contact.
• The drop-down beside the allows you to Mute notifications for this specific conversation. Conversations can be muted for 30 minutes, 60 minutes, 24 hours, indefinitely, or until a selected date.

Click the beside the message box for the following options:

• Insert an Image from your device
• Insert an Audio file from your device
• Attach a File from your device
• Insert a GIF
• Format the text of your message

The allows you to insert emojis into your message. Click to send your message.

Once you have sent your message, it will appear on the left side of the screen under the Direct heading. New incoming messages will be indicated by a blue badge showing the number of unread messages; you can select that conversation to read the new messages, which will be outlined with a yellow box.

The three dots beside a message will present emoji response options and allow you to copy the text or mark the message unread.

CHANNELS

Channels are used for conversations between 3 or more users within your organization.

There are two types of channels: Private and Public.

• Private channels are only visible to users who have been invited to join them.
• Public channels are visible to everyone in your organization.

To begin a new Channel:

1. Click beside Messages.
2. Select Channel.
3. Enter the Channel Name.
4. To create a Public channel, click Save.
   • Everyone in your organization will be able to participate in this channel.
5. To create a Private channel, use the drop-down to Select Users to Add to this channel.
   • Only the selected users will be able to view and participate in this channel.
   • The owner of a channel can Promote a member, making them the new owner.

Once a channel has been created, it will appear on the left side of the screen under the Channels heading.

• If you have a license for Intulse Meetings, you will see a blue Meet Now button. Click this button to start an impromptu meeting with members of this channel. A link to the Meet will be sent in the channel thread and when a member clicks on it they will be taken to the Meeting lobby.
• The allows the Channel Owner to Edit the Channel.
  • If you're not the owner of a channel, you will see a different icon, allowing you to view the members of the channel.
  • The owner of a channel can Promote a member, making them the new owner.
• The drop-down beside the allows you to Mute notifications for this specific Channel. Conversations can be muted for 30 minutes, 60 minutes, 24 hours, indefinitely, or until a selected date.

Click the beside the message box for the following options:

• Insert an Image from your device
• Insert an Audio file from your device
• Attach a File from your device
• Insert a GIF
• Format the text of your message

The allows you to insert emojis into your message. Click to send your message.

New incoming messages will be indicated by a blue badge showing the number of unread messages, and each new message will be outlined with a yellow box and show the name of the user who sent it.

The three dots beside a message will present emoji response options and allow you to copy the text or mark the message unread.

SMS/TEXT MESSAGES

All Intulse phone numbers can be enabled for SMS Text messaging by System Admins in the Account Center. Instructions for managing your phone numbers can be found here.

To send a new SMS text message to an external phone, such as a cell phone:

1. Click beside Messages.
2. Select Text Message.
3. If you have multiple numbers enabled, use the drop-down to Choose From Number, meaning which number you want the text to be sent from.
   • This is the number that will show as your caller ID on the recipient’s phone.
4. Enter the To Number or Search for Contacts that have been entered into your Intulse app or any integrations.
5. Click Create to start your message.

A new conversation how now been started and you can begin typing your message. There are multiple options available to you within a text message.

• The allows you to start a call with that contact.
• Click to Block & Hide the Conversation.
  • The remote number will be blocked from texting this specific Intulse number.
  • The entire conversation will be hidden from the app.
  • The blocked number will be logged in any integration as well as the Blocked SMS report.
• The drop-down beside the allows you to Mute notifications for this specific conversation. Conversations can be muted for 30 minutes, 60 minutes, 24 hours, indefinitely, or until a selected date.
• You can also Claim conversations and mark them as Private, which will be covered further down.

Click the beside the message box for the following options:

• Insert an Image from your device
• Insert a Video from your device
• Insert an Audio file from your device
• Attach a File from your device
• Insert a GIF
• Use a Template for your message
  • When you choose this option, all available templates will display. Click the blue arrow beside the one you would like to apply to this message.

The three dots beside a message will allow you to copy or hide the text of a message.

The allows you to insert emojis into your message. Click the to schedule your message to send in the future or the to send it immediately.

New incoming messages will be indicated by a blue badge showing the number of unread messages; you can select that conversation to read the new messages, which will be outlined with a yellow box.

CLAIMING CONVERSATIONS

Once a message has been sent, any user on the system who has access to see the conversation can Claim it. Everyone will still be able to view the conversation, but when a conversation has been claimed there is a banner at the top of the page letting everyone know you are taking the lead in the conversation. You can remove your claim at any time.

• Once you claim a conversation, you can also Mark it Private, meaning that you are now the only one who can view that conversation thread. This private setting can also be removed at any time. Other users will still be able to see that the conversation exists, but they will not be able to see the content of the conversation.
• System administrators have the ability to view any conversations that have been claimed and marked private. Clicking the drop-down arrow beside the eye icon will allow system admins to choose to either view the message or remove the private setting.

You can manage which SMS conversations are visible in your on the Messages Settings Menu.

BULK SMS

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