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CHAT


The Chat screen is split into 3 main sections. Direct Messages, Channels and SMS (Text) messaging. The purpose of each section is below.

  • Direct Messages - Messages between you and one other person in the Intulse App.
  • Channels - Messages between you and multiple people using the Intulse App. ( Support team, Sales, Customer Service, Advisors, etc)
  • SMS (Text) Messaging - Traditional SMS text messaging to/from one of your Intulse phone numbers, to another text enabled phone number (Cell phone, etc)

Direct Messages

To send a Direct message navigate to the Chat screen and click on New Conversation in the top left of the screen.

Make sure the Direct Message tab is selected. Then click the Select a user box and select a user from the drop down list.

You are now ready to start sending messages to the user you just selected.

You can start typing your message in the gray box at the bottom of the page. There is a formatting button to allow you to format your text, as well as some other fun features like emoticons and GIFs. You can also use the "Insert Image" button to insert photos from your local computer.

Once you have started a conversation it will display on the left hand side bar of the chat screen in the Direct Messages section. You can click on the conversation to view the chat. When a text message is received it will show up on this screen and you can continue the conversation by using the text field at the bottom of the screen and pressing the Send button to reply.


Channels

To send a message in a Channel, navigate to the Chat screen and click on New Conversation in the top left of the screen.

Make sure the Channel tab is selected. Then, give your new channel a name under the "Channel Name" section.

There are 2 types of channels; Public and Private. Public channels are visible to everyone in your organization, while private channels are only visible to specific members.

To create a public channel, simply give the new channel a name and click the Create button.

To create a private channel, give the new channel a name, and then select the people that should have access to that channel and click the create button.

Messages will now show up from each user in this channel with their name, and a colorized circle to the left of their name.

Once channels are created, they will be listed under the Channel section on the left side of the screen. You can click each channel name to open that channel and send messages.

Outlined in red, the screen below shows the 3 conversation types of the left side of the screen. On the upper right hand side of the screen, there are 2 buttons. One to delete the channel, and one to add/remove members from the channel.

Only the channel owner (The person who created the channel) can add/remove members.


SMS/Text

We now support MMS messaging and message claiming!

All Intulse phone numbers can be enabled for SMS (Text) messaging if desired. Once enabled you can then use the chat screen to manage those messages.

To send an SMS/Text message, navigate to the Chat screen and click on New Conversation in the top left of the screen.

Make sure the SMS/Text message tab is selected.

There are a few sections on this screen.

From:

If you have multiple numbers enabled for SMS you can use the From: drop-down list to select which number you want to send from.

To:

You can enter one or more numbers in the to section to send your text to one or multiple people. You can either put each number on a new line in the To box or sperate them with commas. You can also use the Search box to search for contacts in your integration software (Redtail, Wealthbox, etc) and from your local Contacts within the Intulse App.

Message:

This is where you will type out the message you want to send.

Attachments:

Drag/Drop files/images into this area. or click the Browse button to select a file from your computer.

Send

Pressing this button will send the message.


Delivery Reports are available when sending a message.

The following Delivery Reports are available:

  • Sending - The message is currently attempting to be sent.
  • Send failed - This means there was a error trying to send the message.
  • Queued for delivery - Success so far... but it hasn't been sent to the end carrier yet.
  • Sending to carrier - Trying to send to end carrier.
  • Accepted by carrier - The end carrier accepted the message (This often the last update we'll get)
  • Delivered - The message was delivered all the way to the end handset or phone
  • Destination number is not text enabled
  • Invalid destination number
  • Delivery failed (spam)
  • Delivery failed (spam content)
  • Delivery failed - All other failure errors

MESSAGE CLAIMING

SMS messages can be claimed by a person in your organization. Claiming is a simple way to let your team know that you are handling a specific SMS message. For example, in the screenshot below, you will see that there is a new SMS message. From the yellow banner at the top, you can see that this message has not yet been claimed by anyone. This is perfectly fine. Nobody is required to claim a message. However, if you want to let your team know that you are the one who will be handling this message specifically, you can click the Claim button.
Chat%201-unclaimed

After clicking the Claim button, the banner at the top of the message will turn green and will look like this:

Chat%202-claimed

In addition to claiming a message, you can also mark a message as Private. Marking a message as private will remove the ability for anyone else in your organization to see the message. To do this, simply click the Mark Private button in the green banner at the top of the screen. If you wish to remove the privacy setting, just click the Remove Private button.

Chat%202-claimed-private

Date Filter

You can filter the date range for Direct messages and SMS/Text messages by clicking calendar icon under "Show Activity Since" and selecting a date. Date filtering does not apply to Channels.