Frequent Messaging feature prevents users from sending the same message to the same number and channel within a set time interval. This functionality helps prevent accidental spamming. For instance, it is useful when an automation at the backend goes wrong and spams the client with same messages without the Admin being aware of it.

This feature allows you to enable or disable Frequent Messaging in the SMS Setup: General Settings. Once enabled, you can set the time interval for Frequent Messaging.

Fig 1: Frequent messaging and time

If this feature is enabled, and the same message is sent to the same number and channel within the specified time interval, an error message will appear on the screen, saying “Please select a different message” for a single transaction.

Fig 2: Error Message in Conversation View

For Bulk Messaging, no error Message is shown, but an SMS history is created with an error code (360035) and message (Duplicate Transcation).

Note that while the error message will be shown in the Conversation View, it will not be shown in the for bulk messaging.

Fig 3: SMS History record having error code and Error message

Fig 4: Error message and Error Code under SMS history

Now we have the ability to select multiple templates for bulk messaging in List view, SMS From Reports, and Campaigns. You can select multiple templates and when we send the message, it will be sent alternately using the selected templates. It will also reduce chances of being marked as spam for that number.

For example- let's say you need to send bulk messages to 10 Contacts, and you send 3 templates via bulk message. It will send the templates 1, 2, and 3 in a sequential manner to the initial 3 Contacts, and then in the 4th contact, it will send template 1 again, and then the cycle continues sequentially for the rest of the Contacts.

Fig 5: Multiple template selection


Fig 6: SMS history of sending templates in bulk message

In SMS Setup: General Settings, there is now an option called 'Enable Channel Restriction for User Setup.' When this is enabled and you assign a number in the SMS Setup: User Config page, you can choose which channels the user can access using the 'Allowed Channels' field.

Only channels supported by the selected number will be displayed (as shown in the figure). If you choose only some channels, the user won't be able to use unselected channels and send cross-channel messages. The user will only see selected channels as active channels in the Conversation View: Channel list. Unselected channels will be visible as inactive and cannot be used. You can do this while assigning a new number or edit the existing number settings.

Fig 7: Enable channel restriction for user setup option in general setup


Fig 8: Assigned channels to user

We have introduced the LINE Channel with another provider. Previously, we offered this channel with another provider,, but it lacked support for attachments. With as our current provider, we can now support attachments up to 10 MB. As a result, we have added the LINE channel to our current provider.

It is important to note that this feature is only supported for one-on-one messaging and is not available for bulk messaging.

Fig 9: LINE channel

We are now supporting an additional channel in drip called 'Invoke a Drip'. This channel allows users to invoke another drip by selecting it from the Drip Campaign: Channel field, which displays a list of associated drips for the respective object.

For example, if we have a Drip Campaign set up for the Contact object and we want to execute another drip campaign for the same object, this functionality allows us to do so.

Note- Previously, we recommended that users add only 20 actions per drip, but now users can add as many drip actions as they desire without any limitations.

Fig 10: Invoke a drip channel in channel list


Fig 11: Drip campaigns field

Previously iText was not supported in the conversation view but now it is supported (as shown in figure):

Fig 12: iText Icon

Buttons in quick repleis in sf. We supported before too. Template created at provider end. We made only content in our sf. So if button in provider template, it wasnt there in our sf. So for client end, quick reply visible but sf user didnt see. For meta too, client has to create.

Can give quick reply with approved template. Usually with approved. But can be used for normal Whatsapp message too as session message.

Quick reply clicked by user- and it comes as incoming message.

When a template is approved for a button, it will appear as a button on the WhatsApp receiver's end. Previously, these buttons were not displayed on the conversation view SMS thread. However, we have now added two options: Quick Replies and Call to Action.

If the respective template body is approved for Quick Replies, then when you send the template, the SMS will include the Quick Replies button, which the user can create on the respective template. You can add up to three buttons in a Quick Reply.For Call to Action, you can add up to two buttons. This functionality will also work for iText.

In Templates: To create a new SMS template, you should first click on the SMS Template Object and then click on the 'New' button.

Initially the notifications were sent through Salesforce Chatter. Now the app uses push notifications for Salesforce mobile app.

After clicking on 'New', you will enter the 'New Template' window where you will need to provide the necessary details to create the new template. Additionally, you will see options under the 'Approved' button for 'Quick Replies' and 'Call to Action'.

Fig 13: Quick replies and Call to action buttons in Templates


Fig 13.1: Quick replies and Call to action in templates

In iText: Similar process will be performed in iText also

Fig 14: Quick replies and Call to action options in iText


Fig 15: Quick replies in chat


Fig 16: Message with Quick reply buttons in Whatsapp

Previously, if we read an incoming message in the Multi-Conversation View,that message would still be marked as unread in the Incoming Alert. We have now synchronized both components - the Multi-Conversation View and the Incoming Alert and have resolved this issue.

We are restricting users who do not have a 360 SMS App’s license. Let's say there are two users in an organization - User-1 and User-2 - and only User-1 has been assigned a license for the 360 SMS app. Previously, some components of 360 SMS App (for instance, Incoming Alert, SMS_Composing_Utility, etc.) were visible to both users. However, now User-2 will not have access to any 360 SMS App’s components and will see a popup message that says, 'You do not have a license to access the 360 SMS app.' There is also a lightning button labeled 'Request for License' in the popup window. This button allows users to request a license. Once the user clicks this button, an email is automatically sent to the user who set up the 360 SMS App (displayed under SMS Setup- Org Config - “Last Setup done by:” requesting a license.

Fig 17: Request for License button


Fig 18: Sample email send by the user to request for license

Previously, the option to enable/disable the Emoji and Attachment buttons on the conversation view was only available in the SMS Setup: General Settings: Enable/Disable/Hide Interface Element section. Now, this functionality has been extended to the Multi-Conversation and the Incoming Alert utility bars. Users are presented with three options: "Enable", "Disable", and "Hide". These options provide greater flexibility and control over the use of Emoji and Attachment buttons in conversations.

Enable Option- To enable the Emoji button and Attachement Button.

Disabe Option- In this, the emoji and attachment buttons are visible but disabled.

Hide Option- In this, the emoji and attachment buttons are not visible.

Fig 19: Emoji and attachment Enable/Disable button


Fig 20: options available


Fig 21: Emoji and attachments disabled

Previously, we only supported group chats with up to 5 members (5 recipients and 1 sender). Now, we have expanded our support to allow for up to 10 participants (To Number), in addition to the 1 sender member, to join a group chat.

For now compliance mech, contact opts out. We cant send next msg. Record wise and channel wise compliance, we can do channel wise mech too. Only manually done for channel wise.

If client opted out for sms, then b default opted out for voicemail . not both channel opt out diff. Un sub records.

Whenever a Ringless Voicemail SMS History record is created, the voicemail information will be included in the History record Channel if the Channel contains the voicemail value. Additionally, we have also introduced a new Channel for SMS Unsubscribes called Voicemail. With this Channel, you can now stop sending Voice mail to selected customers.

Fig 22: Voicemail Channel Optout in SMS Unsubscribe


Fig 23: Voicemail Opted out

We have made some upgrades to iText:

• Previously, when creating a new iText, the status would default to "Inactive." However, now it will be set to "Active" by default.
• We have changed the display name from "Survey" to "iText."
• Previously, there was no option to “Add new” button to folders, but now “Add new ” button is available in Folder field.



Fig 24: iText Active status


Fig 25: Add New button in Folder field in iText

Previously, 10-50 query were allowed for answers to one question. This has been increased to 120 answers for one question.

Previously, there were query limitations for 10-50 answer records in iText (Surveys). However, we have now increased this limit to 120.

Initially the notifications were sent through Salesforce Chatter. Now the app uses push notifications for Salesforce mobile app.

When an incoming message arrives, Salesforce's standard functionality displays notifications in the bell icon . We have introduced two options for custom notifications in SMS Setup:General Settings: Enable Custom Notification Custom Notification.

To use custom notifications, first enable the "Enable Custom Notification" checkbox and add the Custom Notification API. Then, create Custom Notification records under the Custom Notifications setup and edit the general settings accordingly.

To create CustomNotificationHistory, follow the below steps:
Click on the Gear icon > >> Click on Setup >> In Quick Find box >> search Custom Notifications >> Click on Custom Notifications >> Click on “New” under Custom Notifications Type >> create a CustomNotificationHistory >> Click on Save.

Fig 26: CustomNotificationHistory
When you receive an incoming message, you can check the notification via the bell icon. Clicking on the notification will redirect you to the respective record.

Fig 27: Custom notification


Fig 28: Custom notification option in General settings

Previously, the "From" address was blank when sending emails through a drip campaign. We have fixed this issue, and the "From" address will now be displayed in all emails sent through a drip campaign.

• Previously, verifying a phone number would take some time, and once the verification was complete, the details could be updated. However, with the new functionality, if a user changes the value of a particular field (such as the phone number) and re-verifies the record, the latest details of the verified phone number will be instantly updated. The "Phone Status" field will show "Valid" and this information will be displayed in the Verify the Phone History.
• Below screenshot can show how this functionality works:
  Let us update the Mobile number in respective field and then click to save in order to save the details.
  
  
  Fig 1: Verify the Phone
• After saving the changes, the user needs to click on the button “Verify the Number”.
  
  
  Fig 2: Verify the Number in dropdown list
• After Verification User can check the Status in respective field (In this case we check the field “Phone Status” )
  
  
  Fig 3: Phone Verified Status

• You can now see the ‘WhatsApp profile name’ field on the SMS History.
• WhatsApp providers will provide us with a "profile name" that will be saved in the SMS history. When the user sends a message to the WhatsApp number, the message will be received with the associated profile name.
• Use case: When converting leads, we will map the SMS history field to the lead's name during the lead name mapping process. We will continue this mapping process during the conversion

• Previously, if you chose a channel (such as SMS/MMS, or WhatsApp), it would show all templates in Template Folder picklist field, but now it can show only relevant template according to selected channel.
• You can also choose different templates for different channels by going to the "Create SMS" page and selecting the template you want to create. We can select multiple channels for a particular template.
  
  
  Fig 4: Channel and template

• This functionality allows users to include your signature only in bulk messages, such as in List View, SMS from Reports, Campaign, etc.
  
  
  Fig 5: Enable user signature
  
  
  Fig 6: Bulk messaging

• Previously, only the user signature was displayed, but now you have the option to enable the functionality by enable the checkbox named as “Enable User Signature” in SMS General settings to send the record owner's signature.
• This functionality won't work in the case of speed boosting and cross-automation.

Previously, we displayed a wide range of objects on the object setup page, which may not have been relevant to all clients. However, we have now streamlined the standard objects and reduced their number to ensure that only the most commonly used objects are displayed, providing a more focused and efficient setup experience.

Fig 7: Add objects

• While scheduling a message, the message will be sent immediately if the time period is too short . We providing an option “Real Time Scheduling” in “General Setting” to set the respective value where the default time is set to 5 min.
• Note- In case if user set the default value to 0 then this functionality will stop
• This feature is only for single and automated messages
  
  
  Fig 8: Real Time Scheduling

• Previously, when we sent a message using "all user assigned numbers," the next question triggered from iText would be automatically owned by the user who clicked on the IO (Incoming/Outgoing) button, instead of the user who sent the first outgoing message from iText. This issue has now been fixed.
• A source field has been added for subsequent questions sent through iText. It will automatically consider the user who sent the first message as the source field, ensuring that subsequent questions are owned by the correct user.

Previously, sending voice messages was limited to real-time. Now, you can also schedule your voice drop, just like messages.


Fig 9: Schedule voice drop

• This feature will automatically mark incoming messages as "Read" once a user sends an outgoing message in response to the same conversation thread.
• To enable this functionality, enable "Mark Incoming as Read" in the General Settings.
  
  
  Fig 10: Mark incoming as read
  

Previously, in the conversation view, we could only see the number in the "To” field. Now, we have added the option to display the API associated with the number. For instance, if the number is a mobile number, the label "Mobile" will be displayed, and if it's a landline or home phone, the appropriate label will be displayed instead.



Fig 11: Number Label

Previously, we created custom settings in the client's org that only supported five formats of numbers. Now, the "General Setup" object supports more than five formats, providing greater flexibility in number formatting.

If two contacts have the same number, one contact's number is marked as a duplicate to prevent the same number from receiving a message twice.

Previously, we supported attachments up to 4.5 MB. Now, we have increased the maximum size of attachments that can be added to your message.


Fig 12: File attachment

• New features have been added to the field mapping component when creating a new record. You can now view, edit, and delete a new record using a drop-down list (as shown in the image).
• Use case: Whenever a user receives an incoming message, Case and Lead records will be automatically created using our "Field Mapping" data.
  
  
  Fig 13: Field Mapping

New Button
• When a user clicks the New button, a pop-up window appears. The user needs to choose object accordingly and clicks the Save button.
  
  
  Fig 14: New field mapping
• Now user needs to fill the required details accordingly.
  
  
  Fig 15: New field mapping details
• If user wants to add field then they just need to click on the add field button.
  
  
  Fig 16: Add field button in New field mapping

• If a number has been blacklisted, it will not be possible to send messages or voice notes to that number. If you attempt to send a message to a blacklisted number, an error pop-up will be displayed (as shown in the figure). The user can view the list of blacklisted numbers in SMS General Settings.
• Note- If a user tries to add multiple numbers, some of which are blacklisted, the message will be sent to the non-blacklisted numbers. However, for the blacklisted numbers, the message will not be sent, and instead, an error message will be generated, creating an SMS History record with details of the failed delivery.
  
  
  Fig 17: Blacklist message

We have introduced three new channels with SMS Composing Module, i.e. WhatsApp, SMS, and VoiceMail (as shown in screenshot).


Fig 18: SMS Composing Utility

To send a message or voice drop through Apex Class in Process Builder, you must provide the necessary information in the designated fields, as illustrated in the image below.


Fig 19: Apex Class: Process Builder

You can now add keywords to the Restricted Keywords section in the SMS Setup under General Settings. Once added, these keywords will be prohibited from being sent to customers.


Fig 20: Restricted Keywords

• Previously, if a number was not assigned to a user, it was not possible to send messages. However, with the introduction of the "Auto Assign Numbers" feature, this limitation has been addressed. This feature is now enabled by default.
• With the new feature, when a record is updated, the number is automatically assigned to the user. This applies only to automation via process builder and flow.
  
  
  Fig 21: Auto Assign numbers

Previously, Unicode character records were manually created in our organization. However, we have now introduced a new record type in the production org. The record type is a unique code character on the general setup object, where both Name and CC address are used. The CC address will be treated as a replacement for the name that needs to be replaced.

• Previously, SMS templates would not work if the selected object in the template had more than 1,000 fields. However, this issue has been resolved and now the templates will work regardless of the number of fields in the selected object.
• We have added a new feature to the SMS templates. We only displayed a few standard objects in the SMS template and there was no way to add any additional standard objects to the SMS template object picklist. However, this issue has now been resolved. To add a new object to the picklist, we simply need to add that object to the Object Setup page.

We faced an issue with WhatsApp outgoing messages where we sometimes received parallel hits for message delivery and recipient read status. At that time, only one checkbox would get updated, either the delivery or read checkbox. However, it has now been fixed

We were facing an issue with the schedule drip action due to different time zones, but it has now been fixed.

Earlier, due to a bug, duplicate members were created when executing bulk drip campaigns, which resulted in repetitive messages and emails being sent. However, this bug has now been fixed.

The signature text will now be chosen or extracted based on the signature of the record owner rather than the signature of the current user.

Limitations:

• This functionality depends on the organization-wide general signature setting, which must be enabled to use this feature.
• This functionality will not work in the case of speed boosting and cross-object automation.

The Restrict Composing functionality will now also work on the SMS Composing Utility.

We have fixed the issue where the count value would not display on the SMS thread in the Conversation View when a customer didn't click on a link. It will now show a count of zero

Earlier, the restriction on SMS Composing was only based on profiles. However, now we also have the option of restricting based on groups. In the Message Settings section of General Settings, you can edit your preferences for restricting SMS Composing.

A bug was causing Drip Campaigns to send duplicate emails and messages. This issue has now been resolved.

The immediate actions in the Process Builder were not executing according to the dark hour. This issue has been resolved.