--- title: "Multi Messaging" canonical: "https://red-ant-documentation.refined.site/space/RET/827752478/Multi%20Messaging" format: markdown --- > Macro (toc) ## Overview As an optional add-on, the Messaging app can support sending messages to more than one customer simultaneously, to help save time for the sales associate when needing to send the same update to several customers. A multi-message can be initiated from the Messaging app or via the Product Waitlist. > ℹ️ For multi messaging from the product waitlist see the feature guide [here](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/868352040). The full user journey can be seen in the video below. ### Video Walkthrough ![Multi Messaging.mov](media://66d3867e-c1b8-4382-bf49-f86e01a2c94a) ## Creating a new Multi Message Multi-messaging can be initiated from the compose message screen below, via the CTA highlighted in red. ![Screenshot 2024-04-10 at 16.23.55.png](media://088d1604-2a78-4109-9f8d-f9c80b4a359c) To start a new multi message, the sales associate selects the multi message CTA from the message inbox and is taken to the message composer, however, this has a few differences when compared to the single message composer. In the first instance, the sales associate will be required to select a communication channel before being able to proceed, indicated via the area highlighted in red - this is a pre-requisite so that when selecting customers to message, the sales associate will only able to select those who have opted into the chosen communication channel. After selecting a communication option the sales associate can start selecting customers and editing the contents of the message. ![Screenshot 2024-04-10 at 16.39.37.png](media://84d77dad-d9a1-4b53-a8e8-457fd838673a) When initiating the customer search in order to select customers to send the message to, the sales associate will have the option select multiple customers via the checkboxes on the left-hand side. As mentioned above, only customers opted into the chosen communication channel will be available for selection, and those who have opted out will be greyed out and un-selectable - this is indicated to the sales associate via the informative copy at the top of the screen. There is an indicator as to how many customers have been selected so far, with the maximum number being 10 by default. > ℹ️ The maximum number of customers who can be sent a multi message at a time is set to 10 by default due to message deliverability considerations, of which more information can be found [here](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/827752478/Multi+Messaging#Message-Deliverability-Considerations-%26-Dependencies). The sales associate can select customers from their client book, or search for customers to add them to the selection. ![Screenshot 2024-04-12 at 15.38.11.png](media://0723b945-21b1-467a-b995-eeb96304ef1a) When the sales associate has selected the customers they’d like to send the message to, they can select ‘confirm’ to be taken back to the message composer. The sales associate will then see the customers they have selected added to the message, where up to 3 will be displayed on screen with the rest hidden within a popover, all in alphabetical order. ![Screenshot 2024-04-12 at 15.40.06.png](media://df2c8305-cb76-47ed-b46a-a989725028af) The sales associate can then compose the rest of their message as usual. > ℹ️ **Keep content generic** > ℹ️ > ℹ️ Sales associates should be mindful not to mention an individual customer’s name or include any information specific to an individual customer when composing a multi message. ### Message Preview Instead of displaying the customer’s first name dynamically in the preview as in single messaging, for multi messaging anywhere this variable is shown will be displayed as ****, to indicate that this will be replaced by each customer’s first name when the message is sent. ![Screenshot 2024-04-12 at 15.44.01.png](media://636ed101-fa95-4066-a1ee-c52584a218d2) ### WhatsApp Limitations Due to WhatsApp’s limitations regarding using templated messages outside of a conversation window (more information can be found [here](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/294158367/WhatsApp+Messaging#Messaging-Window)), sales associates will always be restricted to using a template when sending multi messages via WhatsApp. ### Save Draft While composing a multi message, users have the option to save the message as a draft. Selecting **“Save Draft”** will close the message composer and store the message within the **Drafts** tab of the message listing. Draft messages are clearly marked with a red `[Draft]:` label prepended to the message body to distinguish them from sent or received messages. > ⚠️ Draft messages are stored locally on the device where they were created. This means that if a user logs into the platform from a different device, their drafts will not be visible. Likewise, if multiple users share the same device, any saved drafts will be visible to all users accessing the platform on that device. Drafts saved in a desktop browser may also be lost if the browser’s local storage is cleared. To continue composing a draft, users can simply select the draft message from the Drafts tab. This will reopen the message composer with all previously entered information retained, including: - The selected recipient(s) (recipients cannot be changed once the draft has been saved) - Chosen message template - Email subject line - Message body - Any attached files > 📝 If the template used when saving the draft is no longer available, the subject line and message body will still be preserved, but the user will be required to select a new template before sending. Users can then review and make final edits before sending the message. Sending the draft will convert it into a standard outbound message. Alternatively, the draft can be **discarded** directly from the message composer if it's no longer needed. > ❌ If any of the selected recipients opts out of the selected communication channel between the time the draft is saved and when it’s sent, RetailOS will trigger a notification to the sales associate informing them that the message could not be delivered. ### Retrying Failed Messages In the event that a message sent by a sales associate fails to deliver (this is determined asynchronously), the platform will trigger a notification to inform the user of the failure. Selecting this notification will take the user directly to the message thread where the failure occurred. The failed message will be clearly marked, along with the reason for the failure where available. From here, the user is given the option to retry sending the original message. This is particularly useful in cases where the failure may have been caused by a temporary issue with a third-party provider (e.g., Amazon SES, Twilio or Meta). It’s important to note that the failed message cannot be edited—retrying simply re-attempts sending the original message content. The error message shown typically originates from the third-party provider responsible for delivering the message, providing context to help users understand the nature of the failure. ## Sending a Multi Message When ready, the sales associate can send the multi message to their selected customers and will be displayed a confirmation message if successful. Each customer will then receive the message from the sales associate as though it had been sent personally to them, in the same way as single messaging. ![Screenshot 2024-04-12 at 16.11.07.png](media://b9143617-0d6a-4815-b252-bfc8400a4580) Upon returning to the message inbox, the sales associate will see individual outgoing messages to each customer in their messages list, so that if and when a customer replies, the conversation can continue within that individual customer’s thread. > ℹ️ Please note, that SMS conversations do not currently support message threads. Instead, each outbound SMS and any subsequent replies will be displayed as individual messages within the message inbox. ![Screenshot 2024-04-12 at 16.21.08.png](media://7dd5c415-d14e-4ff3-ac6b-101529b3b4f0) ### Contact Frequency Warning When a user selects to send a message to a customer who was last contacted within the past 7 days, a warning modal will appear. This modal displays the customer’s name and the number of days since their last contact, prompting the user to confirm they still wish to proceed. The warning is not blocking - the user can dismiss it and continue sending if required. > 📝 This feature is controlled by a feature flag and can be enabled based on retailer needs. ### Message Deliverability Considerations & Dependencies The number of customers that can be sent a multi message at any one time is set to a limit of 10, this is due to deliverability considerations that we need to take into account when increasing the potential output of messages in a given time period, to ensure that messages are successfully received by the customer. Outlined below are some dependencies and limitations relating to each communication type that should be considered when rolling out multi messaging. ### Email Gmail, Yahoo Mail and other mailbox providers require an unsubscribe option to be available in all emails, this is to help reduce spam and unwanted customer emails. Currently up to 500,000 emails can be sent per day, at a rate of 40 per second (any more will be put in a queue).
Sender reputation Amazon SES actively tracks several metrics that may cause your reputation as a sender to be damaged, or that could cause your email delivery rates to decline. Two important metrics that they consider in this process are the bounce and complaint rates. If the bounce or complaint rates are too high, Amazon may place your account under review or pause your account's ability to send emails. More information on reputation metrics can be found [here](https://docs.aws.amazon.com/ses/latest/dg/reputation-dashboard-dg.html).
### SMS Twilio allows up to 10MPS (Message Segment Per Second) to be sent outside of the US and Canada (any more will be put in a queue), however it is also important to consider any country-specific limits due to local regulations and carrier policies. An additional Twilio bolt-on may be required depending on the amount of SMS messages being sent.
Daily sending limits Currently, only the US has implemented daily message limits through the T-Mobile Carrier. Further details can be found [here](https://help.twilio.com/articles/1260804800549-T-Mobile-daily-message-limits-for-long-code-messaging-with-A2P-10DLC). If you exceed your T-Mobile daily message limit your messages will be undelivered. This daily limit will reset on the next calendar day (Pacific US Time).
Preventing messages from being filtered or blocked *Message filtering refers to the blocking of messages that are unwanted or illicit. Filtering may occur to enforce Twilio’s policies, or to comply with regulations and wireless carriers’ messaging policies.* More information on how to prevent your messages from being filtered can be found [here](https://help.twilio.com/articles/1260803966670-How-do-I-prevent-my-Twilio-messages-from-being-filtered-blocked-).
### WhatsApp Multi messaging will be subject to the same daily messaging limits as single messaging, which is initially 250 business-initiated conversations in a 24-hour moving period, but this limit can be increased - more information can be found [here](https://developers.facebook.com/docs/whatsapp/messaging-limits). It is also important to refer to WhatsApp’s guidelines with regard to maintaining the business phone number’s quality rating, more information can be found [here](https://www.facebook.com/business/help/896873687365001). > ⚠️ **Use of Variables in Multi Messaging**: Templates that require personal customer information, such as a first name, should not be used for messages sent to multiple recipients. When sending messages to multiple recipients, the user can only input one specific value per variable, which would lead to inaccurate personalization (e.g., addressing all recipients as "Joe"). More information on template variables can be found [here](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/294158367/WhatsApp+Messaging#Template-variables).