CHAT

DIRECT MESSAGES

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

1. Click on New Conversation just below the date filter.
2. Be sure you have selected the "Direct Message” tab.
3. Choose a user from the drop-down box.
4. Click the Start button.

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.

You will find the following options below the message field:

• Text formatting
• Emojis
• GIFs
• Image
• Delete
• Send

Once you have sent your message, it will appear on the left side of the screen under the Direct Messages 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 and continue the conversation. You can also use the 3 dots beside the date filter to clear all unread chat messages.

There is a blue phone button at the top right of the screen which can be used to make a call directly from the chat screen. On the desktop version of the app there is also a blue video button at the top right of the screen which is only enabled if you have Intulse Meetings. You can use this button to quickly create a video call directly to the other user you’re chatting with.

The bell button allows you to mute chat notifications for this specific conversation. Conversations can be muted for 30 minutes, 60 minutes, 24 hours, indefinitely, or a selected date.

A yellow box around an incoming message indicates that it is unread. Click on the message for reaction options, including the option to mark a message as unread.

CHANNELS

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 Private Channel:

1. Click on New Conversation just below the date filter.
2. Be sure you have selected the “Channel” tab.
3. Give your channel a name.
4. Select the users you would like to include in this channel.
5. Click the “Create” button.

If you want the channel to be Public, meaning everyone in your organization will be a member on the channel, give it a name and click “Create.”

Once a channel has been created, it will appear on the left side of the screen under the Channels heading. Click on the channel to read and respond to a message.

Like direct messages, channels also have the following options at the bottom of the screen:

• Text formatting
• Emojis
• GIFs
• Image
• Delete
• Send

New incoming messages will be indicated by a blue badge showing the number of unread messages, and each new message will show up with the name of the user who sent it. You can use the 3 dots beside the date filter to clear all unread messages.

At the top right of the screen, you are able to view the members of that channel. The bell button allows you to mute chat notifications for this specific conversation. Conversations can be muted for 30 minutes, 60 minutes, 24 hours, indefinitely, or a selected date.

If you have a license for Intulse Meetings, you will also 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 of the channel clicks on it they will be taken to the Meeting lobby.

A yellow box around an incoming message indicates that it is unread. Click on the message for reaction options, including the option to mark a message as unread.

SMS/TEXT

All Intulse phone numbers can be enabled for SMS Text messaging if desired. Once enabled, they can then be used to send texts. Enabling a phone number for messaging in the Intulse App is accomplished in the Intulse 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 on New Conversation just below the date filter.
2. Be sure you have selected the “SMS” tab.
3. If you have multiple numbers enabled, use the drop-down list to select the 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. You can use the search bar to find contacts that have been entered into your Intulse app or any software integrations. You can also enter phone numbers directly. If you wish to send a message to multiple phone numbers, you can separate them with a comma or type them on a new line.
5. You are now ready to type your message in the message field. If you are using a template, more information can be found on the Templates tab.
6. You can also drag and drop or upload files and images to an SMS message.
7. When finished, click the send button or the arrow to schedule the message to be sent at a later time. (Scroll down for more information on scheduling a text to send later.)

Once you have sent your message, it will appear on the left side of the screen under the SMS heading.

New incoming messages will be indicated by a blue badge showing the number of unread messages. Select that conversation to read and respond to the message. There is a blue phone button at the top right of the screen, which can be used to make a call directly from the chat screen. The bell button allows you to mute chat notifications for this specific conversation. Conversations can be muted for 30 minutes, 60 minutes, 24 hours, indefinitely, or a selected date.

Below the message bar, you will see a paperclip icon, allowing you to attach a document, an icon allowing you to select a template, and an emoji option. There is also a trashcan icon to delete the message you are currently typing, a clock to schedule the message for delivery at a later time, and an arrow to send the new message.

Individual messages can be hidden within SMS text conversations. While messages cannot be completely removed, they can be hidden from view in your conversation thread. Click on the icon beside the contact's name in the message and select “HIDE” to remove it from your view. It will be replaced with a message indicating the date and time it was hidden. All messages will still appear in the Text Message Activity report, even if they have been hidden in the conversation. Full SMS conversations cannot be removed.

You can also SCHEDULE a message to be sent at a later time by clicking the clock icon below the message bar.

1. Type your message to the contact.
2. Click the clock icon to schedule the send date and time.
3. Use the calendar to select the date and the drop-down menu to select the time.
4. Click the Schedule button.
5. The scheduled message will now appear on the conversation screen.
   • Scheduled messages will be visible to anyone who has access to the conversation. It shows when it is scheduled to be sent and who scheduled it. All scheduled messages will remain at the bottom of the conversation thread until they are sent. Only the author of the message has the ability to delete it prior to it being sent when it will move into the thread as a sent message.

SMS TEMPLATES

Create Templates to send quick replies without having to type a new message each time. You can create your own personal templates and choose whether to share them with others in your organization. You will also be able to access templates that others have shared with you.

To create a new template:

1. Give the template a Name to easily identify it for future use.
2. Create the Text that will be used each time this message is selected.
3. Select whether this template will be Shared with others in your organization.
4. 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). The information icon will provide 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}}

A template utilizing the "person" variable can only be applied to an existing conversation. (The system has not yet identified a person in a new conversation.)

As you type your text, a preview is created of what it will actually say when sent. In this example, I used the word there after the recipient's first name so the template would know what to say if a name isn't known.

Once a template has been created, it can be selected when drafting a new SMS message.

CLAIMING AND FILTERING SMS CONVERSATIONS

System administrators have the ability to view any conversations that have been claimed and marked as 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 conversation list by clicking the 3 dots beside the date filter.

• Show all will keep all SMS conversations with your organization's phone numbers in your conversation list.
• Show mine/unclaimed will leave only your claimed messages or those that have been unclaimed in your conversation list. This option will filter out any conversations that have been claimed by other users.

DELIVERY REPORTS

You will notice several different Delivery Reports on outgoing SMS messages.

• Sending means the message is in the process of being sent.
• Send failed means there was an error trying to send the message.
• Queued for delivery means the message is ready to go, but it hasn't been sent to the end carrier yet.
• Sending to carrier means the system is attempting to send to end carrier.
• Accepted by carrier means the end carrier accepted the message.
• Delivered means the message has been delivered all the way to the recipient.
• Destination number is not text enabled means the number you are attempting to text is not able to receive text messages.
• Invalid destination number means that for some reason the number you are attempting to contact is not working. It may be that the number has been disconnected, you have entered it incorrectly, or there is some problem with the carrier on the recipient’s end.
• Delivery failed (spam) means your number has been flagged as spam, possibly due to sending large batches of texts.
• Delivery failed (spam content) means something in the content of your message has caused it to be flagged as spam. As spam texts have become increasingly problematic, be cautious of the content of your message. Lengthy texts and trigger words can quickly cause messages to be marked as spam. Avoid using any aggressive, sales-related communication that may flag your message. Once your text reputation is flagged, it is difficult and expensive to restore it.
• Delivery failed is a message you may receive for any other failure errors.

NOTIFICATION PREFERENCES

There are several Profile settings related to Chat notifications. You can find these settings by selecting the “More” menu and then selecting the “Profile” screen. You can learn more about these notifications in the Profile video.
You are able to select whether you want to receive notifications:

• on your computer and mobile devices for incoming SMS messages.
• on your computer for outgoing SMS messages.
• on your computer for incoming direct chat messages and channels.
• on mobile devices for incoming direct chat messages and channels.
• via email for incoming direct chat messages and channels.