The following updates only apply to organizations subscribing to Embedded Relate for Salesforce.

Add a consent confirmation note for advisors/agents in the message composer

Embedded Relate for Salesforce provides the option for organizations to display a consent confirmation note for advisors/agents in the message composer. This consent confirmation note appears just below the text drafting box, and it can be worded to remind advisors/agents to make sure that they have received permission to text the number to which they are drafting their message. Adding this consent confirmation note also changes the language of the message composer’s Send button to Agree and Send, which provides advisors/agents and their organizations with a way to confirm that they have obtained consent to send texts. Organizations can provide their own consent confirmation note to add here.

This feature is only available to organizations that have updated to the Embedded Relate for Salesforce 3.1.1 package. To enable it, contact your Customer Success Manager. 

Consent message in the Embedded Relate message composer

Improvements to the login flow in Salesforce

Logging into Embedded Relate for Salesforce no longer requires advisors/agents to find an activation code in Relate Desktop, which would previously require them to open a new tab, log into Relate, and search for their activation key in the settings menu. Instead, when logging in, advisors/agents can click a link that directly takes them to the specific page in Relate’s settings where they can access their activation code. This improvement reduces several steps in the login process and provides a more seamless experience, while preserving the security provided by the activation code.

Additionally, advisors/agents will no longer have to select an organization when logging in. The Embedded Relate login flow will automatically detect the correct organization to log the user into based on the email address provided.

This feature is only available to organizations that have updated to the Embedded Relate for Salesforce 3.1.1 package. 

Access activation code directly from the login flow

View and respond to all conversations in the Conversations widget 

The new Conversations widget for Embedded Relate allows advisors/agents to view and access all of their text message conversations in one place, making it easier for them to reach out to their contacts and manage their ongoing conversations. The Conversations widget can be accessed via its dedicated tab on Salesforce’s top menu. The Conversations widget provides the ability to: 

• List all conversations and show the conversation type, contact name or phone number, date of last message, as well as a preview of the message. When selecting a conversation, the corresponding texting page loads.
• Filter conversations by unread messages, unanswered messages, attestation status (opted-in, needs opt-in, pending opt-in, opted-out), hidden conversations, spam, and Broadcast Messages.  
• Mark as spam, letting advisors/agents mark a conversation as spam, so they don’t have to see it in the conversation list anymore. Conversations that are marked as spam remain removed from the primary conversation list forever, unless manually restored.
• Hide conversations, letting advisors/agents remove conversations from their view in the Conversation Widget. Hidden conversations can be reverted. If a hidden conversation receives a new message it is restored to the primary conversation list.

This feature is only available to organizations that have updated to the Embedded Relate for Salesforce 3.1.1 package. 

Embedded Relate Conversations widget 

Send the same message to several people at once using Broadcast Message in Salesforce Embedded Relate

Advisors/agents can quickly communicate with several people by sending a Broadcast Message to selected contacts. Broadcast Messaging allows advisors/agents to send a single text message and share it with multiple recipients. The recipients receive the text message individually and privately, allowing them to respond to the conversation one-on-one with advisors/agents. This saves time and creates efficiency in communication because advisors/agents no longer have to send individual messages. Broadcast Messages can be especially useful for communicating urgent, time-sensitive announcements like changes in business hours, changes in availability and scheduling, etc. 

Broadcast Messaging is not group messaging. A traditional group text message allows everyone to write and view the responses of each participant. Instead, Broadcast Messaging enables sharing the same information with customers one-on-one, privately, without needing to send the same text message over and over again.

Broadcast Messages can be accessed from the Conversations widget. When creating a Broadcast Message, advisors/agents will be required to acknowledge a disclaimer that informs them not to use Broadcast Messages for advertising purposes. The Broadcast Message also blocks sending messages to contacts who haven’t consented to receive text messages. 

This feature is only available to organizations that have updated to the Embedded Relate for Salesforce 3.1.1 package.