Setup messaging sources, extend user access, and create notifications to ensure a message is never missed!
Setting up your Inbox
Determine which source(s) will populate messages in your Inbox. Each source has different requirements to onboard.
Establish a Connection
Facebook Messenger requires a connection between Facebook and the Reputation platform to collect and send messages.
If a connection with Facebook already exists, your account might need to delete and reestablish (re OAuth) the connection to begin seeing Facebook messages in your Inbox.
To establish a Facebook connection:
- From the platform, click Settings (
). - From the left navigation, click Credentials.
- Click Add > Connection > Facebook.
A new browser window opens with the authentication steps required by Facebook. Select the profile to use (may require entering credentials) and agree to terms and services for using the API.
The connection is added under Facebook. Any locations under your platform account are automatically matched with the locations associated with the selected source profile.
Once enabled, only new messages received will populate in Inbox. Historical messages sent prior to setup with Reputation will not be pulled into Inbox.
Establish a Connection
Google Business Messaging requires a connection between Google and the Reputation platform to collect and send messages.
If a connection with Google already exists, your account might need to delete and reestablish (re OAuth) the connection to begin seeing Google messages in your Inbox.
There are two additional steps for Google Business onboarding. The Reputation team will create a brand for your tenant and one agent per location.
Brand Creation
Provide the following to the Reputation Implementation Team to create one brand for your tenant:
- Display name
- For agent verification
- Contact name
- Contact email
- Website URL
Agent Creation
Provide the following per location to the Reputation Implementation Team to create one agent per location:
- Display name
- Logo URL
- Entry point configurations
- Default Locale
- Primary agent interaction
- Phone number
- Hours of operation
- Welcome message (i.e., “Hello, how can we help you?”)
- Offline message (i.e., “Thanks for contacting us, we will get back to you as soon as possible”)
- Privacy policy URL
- Conversation starters
Google allows one messaging agent per Google My Business (GMB) page. After Google messaging is enabled through Reputation Inbox, messages will no longer be received through GMB directly.
There are two options for SMS onboarding.
- You can create new SMS numbers for each location in Platform Admin.
- You can work with Reputation’s Professional Services team to onboard SMS on your behalf for an additional cost.
- SMS phone numbers can be a landline or mobile phone.
- Short codes (i.e., 456 776) are not currently supported.
- SMS messages cannot be sent to people who did not accept the opt-in process.
Create New Numbers in Platform
Reduce onboarding time and cost by setting up new SMS phone numbers directly through the platform.
The Inbox module and SMS source must be enabled for your account before you can select SMS numbers.
To select new SMS phone numbers:
- From the platform, click Settings ().
- From the left navigation, click Locations.
- Click Integrations.
- Click the plus icon (
) in the mobile phone column for your desired location.
- Enter the desired area code or keep the pre-populated area code. Click Search to find a new number.
- Once satisfied, click Save this number.
Edit or delete the Existing Number by clicking into the green check icon on the Integrations tab next to the desired location.
Professional Services Setup
To use new numbers, provide a desired area code to the Reputation Implementation Team.
Creating a new number with an available area code can take between one and two business days. Requesting a number with an area code which is unavailable can take between four and six weeks.
To use existing numbers, provide your existing number to the Reputation Implementation Team.
Porting an existing number can take between two and four weeks.
Enable Inbox for your Users
Determine the level of access each role will have for messaging.
To enable Inbox Messaging for your users:
- From the platform, click Settings ().
- From the left panel, click Roles.
- Click the Edit icon next to the role you want to modify.
- Under the Inbox > INBOX > Messages, select the desired checkboxes.
- View – Required to see Inbox and messages.
- Add – Required to create new SMS messages or review requests.
- Assign – Required to assign conversations to internal team members.
Internal team members must also have access to Inbox.
- Close – Required to close conversations.
- Flag – Required to flag conversations.
- Read – Required to mark conversations as read/unread.
- Respond – Required to respond to messages.
- Click Save.
Only users who have permission to edit or add roles can adjust Inbox settings.
Configure Inbox Notifications
Build notifications for individual users or roles to ensure the proper teams take action when there are new messages and when they have been assigned a conversation.
To configure channel specific notifications:
- From the platform, click Settings ().
- From the Admin menu (My Account tab), click My Notifications.
- From Notification Settings, click Add Notification.
- From the Select Event drop-down, choose New Inbox Message.
- Click Next.
- Modify the notification settings.
- Rule Name – Set a name for the notification to help you identify it in your list.
- Channel – Channel alerts are delivered through. Options include Email and Platform Notifications Tray.
- Frequency – The frequency with which to receive the alert. Immediate is the only option at this time.
- Email Subject – Choose the subject line of the email when it arrives in your inbox. Inserting variables allows you to identify the source, location, or other information about the message to help manage/group multiple alerts arriving in your inbox.
- Email Custom Message – Enter verbiage to add to the beginning of the email, which can be used to set context for why the alert was sent or what the expectation is for taking action.
- Alert For – Receive alerts for all locations (click All), or select individual locations. If you have more than one Alert For filter option, your account has custom filters, which allows you to choose custom segments to associate with the alert.
If authorized locations are already specified in your user profile, do NOT specify them again in the alert settings. The user profile level automatically cascades location settings to all related alerts, which prevents you from having to modify individual alert properties. If you do modify location settings within an alert, changes at the user profile level no longer apply to the selected alert.
- Inbox Event – Receive alerts for specific events related to Inbox: New Inbox Message and New Inbox Assignment.
- Click Save.
The alert becomes active and will notify you via the selected channel(s) and frequency when the notification conditions are triggered. You can also disable the alert or edit, copy, and delete.
