Manage Feature Settings

Read on to learn about Redaction, a feature that can block or redact a message containing information that violates your communication policies. 

Overview

Some organizations want to prevent users from sending or receiving certain information, such as credit card numbers or profanity. This feature allows redaction through the Lexicon policy. The Lexicon policy is a set of Regular Expressions and must be applied at organization level. It is possible to block text or emoticons with the policy.

Before you start

• For the Redaction feature to be available, your organization needs to have purchased the compliance package.
• Only Movius can enable the feature on the backend, it isn't possible to use the Management Portal to enable or disable the feature. 
  • Movius will enable the feature at the organization level. If you add a sub-organization, that organization will inherit the redaction policy.
  • Work with your customer care team if you need to make changes.
• Lexicon policies can apply to SMS and social messaging, and to both 1:1 messages and group messages.

Redaction Options

• Messages with undesired content can be redacted (for example, replaced with asterisks ***) or the entire message can be blocked.
  • If a message is blocked entirely, the user will receive an Automated Message (for example "Your previous message was not sent because of illegal content.")
• Lexicon policies can apply to both outbound and inbound messages, or only outbound, or only inbound messages.
• Designated admins can receive an email alert whenever a message containing undesired content is processed.

How to know if an organization has Redaction turned on

To check that the Redaction feature is enabled for an organization, go to the organization and then click Sub-Organization from the profile menu.

If Redaction is enabled, you'll see a green checkmark in the Redaction column.

How it works

In the examples below, the regular expression can detect that the person has entered a credit card number, and redacts the information by replacing the content with asterisks.

Example of redaction in WhatsApp message

Example of redaction in SMS message

Read on to learn about the available Opt-In Flows for SMS or WhatsApp.

Overview

We offer two types of Opt-In flows: Opt-in with Consent and Opt-In Disclaimer.

Opt-In with Consent

This option is best to meet regulations that prior to communicating with guests using text messages, the client's consent to receive text messages is requested and captured (attestation). 

• When the MultiLine user first texts a client, the client will receive a message which allows them to either opt-in to texting by replying “YES” or decline the invitation by replying “STOP” to the text conversation. 
• If the client replies “YES”, both the MultiLine user and the client receive an auto-generated message informing of the client’s decision – and this message is recorded in the Portal/Archival System/Salesforce for compliance verification.  The MultiLine user and client can now send each other text messages.
• If the client replies "STOP", the MultiLine user and client will not be able to send each other text messages.
• The automated message in all the YES and STOP cases can be configured through customizable strings.

Guest View: Guest initiates SMS with MultiLine user

Guest View: MultiLine initiates SMS with Guest

Opt-In Disclaimer

This option is best to meet regulations that prior to communicating with clients using text messages, the client is informed they're being contacted by a business and have the ability to opt-out. This option does not require the guest to affirm consent to send messages to them.

Before you start

• If your organization did not request Opt-In capabilities, you may not see these options in the Management Portal.
• SMS Opt-in with Consent is not compatible with group messaging.
• An admin must have "Setup" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.

Enable or disable SMS Opt-In

This feature helps meet regulations in some industries which require that prior to communicating with clients using text messages, the client's consent to receive text messages is requested and captured. For example, when the MultiLine user first texts a client, the client will receive a message which allows them to either opt-in to texting by replying “YES” or decline the invitation by replying “STOP” to the text conversation. You can enable or disable opt-in under Feature Settings in the Setup tab.

1. Select the relevant Organization/Sub-Organization
2. Go to Setup > Feature Settings > SMS Opt-in

   If you don't see the SMS Opt-In option in the menu...

   • To get access to the SMS Opt-In feature, please have your admin team reach out to the Movius Support team to make this change on the organization’s behalf.
   • SMS Opt-In is configured for the Enterprise Customer by the MultiLine service provider. The Enterprise Customer has an “Organization” dedicated to their account. This organization may have smaller sub-organizations representing the Enterprise Customer’s regions, business units, departments, etc. The SMS Opt-In service is configured at the main organization of the Enterprise Customer and applies to the entire account.
3. Select or deselect the checkbox to enable or disable SMS Opt-In.
   Enable SMS Opt-in checkbox
   
   
4. Click Yes in the confirmation dialog
   Confirmation prompt

Enable SMS Opt-in with Consent

1. Select SMS Opt-in with Consent
   Enable SMS-Opt-in with Opt-In with Consent selected

SMS Opt-In with Consent Template Message Flow

You can contact your customer service representative to request custom messages to use in the SMS Opt-In feature. 

In the scenarios below "XYZ" is a stand in for the name of an Enterprise.

Enable SMS Opt-in Disclaimer

You can enable or disable opt-in under Feature Settings in the Setup tab.

1. Select SMS Opt-in Disclaimer
   Enable SMS Opt-in with Opt-In with Disclaimer selected

SMS Opt-In Reports

You can view SMS Opt-In Reports in the Reports tool. You can toggle between With Consent and With Disclaimer if using both.
Reports > Reports Menu > SMS Opt-in > SMS Opt-In Report

Read on to learn how an Admin can enable WhatsApp Messaging for users.

Overview

You can enable WhatsApp Messaging by Organization or by User Account.

Before you start

• An admin must have "Setup" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.

Enable WhatsApp messaging for an Organization

1. Log into the MMP.
2. Navigate to the WhatsApp sub-organization.
3. Go to Setup > Feature Settings > WhatsApp Messaging.
   
   
   
4. Review the details and then check the box to Enable WhatsApp Messaging.
   

Onboarding users in the enabled organization will automatically have the WhatsApp messaging feature when they complete their onboarding. 

Existing users will see a pop-up in-app letting them know the WhatsApp messaging feature is available for use. 

Enable or disable WhatsApp messaging for individual user

1. Log into MMP.
2. Go to Accounts.
3. Find the user and click the Edit pencil.
   
   
   
4. To enable WhatsApp Messaging, switch the Social Messaging toggle to on (green checkmark). To disable, switch the toggle to off (grey 'x' mark).
   
5. Click Save.  

Read on to learn about enabling call or message recording settings in the Management Portal.

Overview

You can edit settings for voice recording, text recording, group messaging, and picture messaging in Mobile Recording under the Setup tab.

Before you start

• An admin must have "Setup" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.

Enable Call Recording

All calls will be captured by enabling this option.

1. Go to Setup > Mobile Recording.
2. Check Enable checkbox to enable Call Recording.

Bulk Recording

Use to forcibly enable or disable call or text capture for all users in the organization. This will override the Call Recording setting at the user level.

• Click the Record ON button to enable recording for all users
• Click the Record OFF button to disable recording for all users.

Message Logging

All messages will be captured by enabling this option. Text, picture, and group messages will be recorded when the feature is enabled.

1. Go to Setup > Message Logging.
2. Check Enable checkbox to enable Message Logging.
   
   

Retention Policy

Non-editable information for management portal users. You must put in a ticket with your customer success team in order to change the value.

The Retention Policy defines when files will be deleted. For example, if it is set as 14 days, the recorded files are deleted after 14 days. The Retention policy can be different for voice and message files.

Retention Policy for Archived

Non-editable information for management portal users. You must put in a ticket with your customer success team in order to change the value.

The Retention Policy for Archived defines when archived files will be deleted. For example, if it is set as 14 days, the recorded files are deleted after 14 days. The Retention policy can be different for voice and message files.

Set Up Announcements

Checking the Enable box for announcements enables Voice Prompts feature for call recording.

It allows you to upload an audio file that can be played as an announcement for outbound and inbound calls. The audio file formats supported are WAV and MP3. Different audio files can be uploaded for different call scenarios. 

Then you can determine which individual prompts to enable with the toggle. You can configure based on different scenarios, such as whether MultiLine user or Non-MultiLine user initiated the call, or whether the call is between members of your organization (MultiLine user to MultiLine user). Consider the example below:

Example Announcement Settings

In this example, MultiLine Calling Non-MultiLine is configured such that when a MultiLine user calls a Non-MultiLine user, the MultiLine user hears Prompt 1 and the Non-MultiLine user hears Prompt 2.

Messaging Only Prompts

We have special prompts available for users of MultiLine Messaging Only. For these organizations, calling is not enabled, so these prompts can help inform the user or caller that the number is not enabled for calling. 

Messaging-Only Prompts

Note that these announcements will only play if you are set up with Messaging Only.

Read on to learn how to enable Group Messaging in the Management Portal. 

Overview

MultiLine users will be able to send/receive group messages, if an Enterprise Administrator enables the Enable Group Messaging option for the organization in the MMP. 

The Enable Group Messaging feature is an inheritable property for the child organizations.

Before you start

• An admin must have "Setup" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.
• Group Messages are not supported outside the USA
• Group Messages cannot be enabled if the SMS Opt-In is turned ON for the organization.

Enable Group Messaging

You will be able to enable or disable the Group Message feature from the Setup menu in the Management Portal. 

1. Go to Setup → Feature Settings → Multimedia Messages → Multimedia Messages → Enable Group Message. 
2. Select the checkbox for Enable Group Message. 

The Multimedia Messaging Setup screen appears as below: 

About Group Messaging

• Enable Group Message – By selecting the checkbox, this feature will be enabled for all users in the organization. 
  • If Group Message is not turned on for the organization, users will not receive messages shared in the group. 
    • The user will receive an automated message: [Auto Message] Message delivery failed. You received a multimedia message which is currently not supported. 
    • The sender will receive an automated message: [Auto Message] Message cannot be sent because it is currently not supported. 
  • You can customize this automated message: Setup → Feature Settings → Multimedia Messages → Multimedia Messages → Undelivered MMS. See Edit message to users for undelivered multimedia message
• If the SMS Recording feature is turned on for an organization, all the group messages sent to within the organization will recorded and available in the Reports tool.
• If the Redaction feature is turned on for your organization, any messages flagged by the policy will be redacted or blocked in the group messages as they are for 1:1 SMS. 

Group Message Reports

• Message activity reports for group messages will show the Group ID in the To column.
• You can search for Group Message records by
  • Go to Reports > Activities > Messages
  • Enter the Group ID in the Keyword section
    
• Hover your cursor over Group ID, to display the number of group participants.
• You can see the list of participants in the CSV downloadable message report. 
  • All the participants are separated by a pipe separated | in the downloadable CSV message report.

Read on to learn how to enable Picture Messaging. 

Overview

In MMP, MultiLine users will be able to send/receive picture messages, if the Enterprise Administrator enables the Enable Picture Messaging option for the organization. A picture can be an image captured from the device camera or any other image from the picture gallery. 

Allowed picture file formats: 

• .jpeg 
• .jpg 
•  .png 
• .gif

Enable Picture Messaging feature is an inheritable property for the child organizations.

Before you start

• An admin must have "Setup" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.
• Picture Messages are not supported outside of USA.

Enable Multimedia Messaging

You will be able to enable/ disable Picture Messaging functionality from the SETUP menu in MMP. 

1. Go to SETUP → Feature Setting → Messages → Multimedia Messages → Enable Picture Messaging. 
2. Select the checkbox for Enable Picture Messaging. 

The Multimedia Messaging Setup screen appears as below: 

About enabling Picture Messaging 

• Enable Picture Messaging – By selecting the check box, this feature will be enabled for all users in the organization. If the option is not selected, then all Incoming and Outgoing picture messages will be restricted.
• Users will be able to send pictures from their phone camera or phone gallery.
• Audio and Video files are not supported in the Enable Picture Messaging feature. 
  • If the user tries to send or receive audio or video files, an automated message that Audio and Video files are not supported will pop up on the screen of the user.
• Movius for BlackBerry doesn't store pictures in the phone gallery. 
  • For iOS, Movius for BlackBerry uses the BlackBerry File Manager APIs. 
  • For Android, Movius for BlackBerry uses App Memory (only accessible to the Movius for BlackBerry app) with file information stored in an encrypted database.

Read on to learn how to edit the message that is sent to users and the people they are messaging with when a picture message is sent that can't be delivered. 

Overview

Some MultiLine applications may not be able to support Picture Messages. In this case, when someone attempts to send the MultiLine user a picture message, an auto-message is sent to both let them know the message can't be delivered. You can configure this message in the Management Portal. 

Before you Start

• An admin must have "Setup" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.

How to edit the Undelivered Picture MMS Message

1. Go to Setup and click Feature Settings
2. Click Messages, then Multimedia Messages 
3. Edit the fields in the Undelivered MMS section for the Message to MultiLine User and Message to Non-MultiLine User.

Read to learn about sending in-app notifications. 

Overview

Problem: A CIO wants to send a yearly reminder to all employees to complete mandatory security training or a manager wants to send a daily reminder to all contractors to submit time sheets.

Solution: In-App Messaging controlled from Management Portal. 

• Requires mandatory acknowledgment by end-user
• Helps with compliance reporting of delivery/acknowledgment

Before you start

• An admin must have "Setup" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.

Enable In-App messaging

A user or a group of users view an in-app message when MultiLine is launched. 

1. Go to Setup, then Feature Settings, then In-App Notifications. 

2. By default, the In-App Messaging feature is set as disabled. 

3. Select Edit.

4. Check the Enable box.

5. Enter the message into the Message Content text box. Maximum character length is 150.

6. In the Repeat Every menu, select the message frequency

The message frequency has four options: Day, Week, Month, and Year. 

• Day: displays the message once a day. 
• Week: displays the message for any one day in a week. 
• Month: displays the message every 1-31 or 1-30. Note: If the selected date is not available for the current month, then the last day of the month will be selected by default.
• Year: displays for any day of any month of the respective year. Note: You can't select February 29 as the date and month for the message frequency. 

Note the Retention Policy appears on your screen. Retention Policy is just an information display and is not an editable field.

Limitations

The In-App Messaging feature has the following limitations: 

• When the In-App Messaging feature is enabled, the message will only be displayed on the mobile iOS or Android application, but not on MultiLine Desktop. 
• There is no option to queue the message, and the user can't navigate, view, or delete the old messages received.

Read on to learn how to enable Two Factor Authentication (2FA) for Management Portal Admins.

Overview

You can enable 2FA under Administration in the Setup tab. 

This feature provides an additional layer of security to curtail suspicious login activity. Additional security control is provided by making use of a PIN sent to the Admin's registered email ID.

Before you start

• An admin must have "Setup" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.

Enable 2FA

1. Go to the organization where you want to perform the action. 
2. Navigate to Setup > Administration > Two Factor Authentication
3. Click on the checkbox labeled Enable Two Factor Authentication
4. Acknowledge the message in the confirmation window
   
5. Click Yes to confirm

How 2FA works

1. Admin enters their username and password and submits
2. Admin clicks Continue to receive the PIN to their email
   
3. Admin checks their registered email inbox and copies the PIN
4. Admin enters the PIN and clicks Continue
   

You can set up alerts that automatically send emails to designated recipients when an event occurs, such as account deletion. 

Overview

Setting up alerts helps your organization keep informed about events important to them. You can send the alerts to the organization's administrator as well as other parties by adding their email addresses. You can manage alerts under Administration in the Setup tab.

Before you start

Admins must have Setup privileges in the organization to manage alerts.

Turn alerts on or off

The Manage Alerts tool is in the Setup menu. 

1. Go to the organization where you want to perform the action. 
2. Go to Setup > Manage Alerts. 
3. Click on the toggles to turn an alert on or off. 
   • Green checkmark means email recipients will be notified when the event happens. 
   • Grey toggle means email recipients won't be notified when the event happens 

Add recipients to an alert

1. Click on the radio button to select an Event, then click Edit Alert.
   
   
   
2. Add email addresses in the Other Recipients field, then click Save. 

What alerts are available?

Read this to learn how to set the allowed applications for your organization.

Overview

If you're deploying MultiLine, Movius for Blackberry, MultiLine for Intune, or one of our other integrations, you need to add them to the Allowed Applications. You can also set the minimum application version to ensure that user applications are receiving proper security updates and bug fixes. 

This setting is under Mobile App in the Setup tab.

Before you Start

• An admin must have "Setup" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.

Set Allowed Applications

1. Go to the Setup tab. 

2. Click Edit for Application Version.
   
   
   
   • Use the Minimum Version field to set the minimum version of MultiLine that users can use. 
   • Set the Allowed Applications by checking or unchecking the box for the items.

You're done!

Users in the organization will now only be able to use the selected apps.

Read on to learn about the Call and Messages Back-Up setting. 

Overview

Call & Messages Back-Up shows the sync time period for the call logs and message history between the MultiLine mobile apps and the MultiLine desktop apps, including the browser app and the MultiLine for Microsoft Teams app.

This setting is visible in Feature Settings > Messages > Call & Messages Back-Up.  

Read on to learn how to enable Data Only Onboarding for a set of users. 

Overview

An organization may have a group of users that do not have access to a cellular network. Data Only Onboarding is a method of user activation that allows these users to activate and use MultiLine entirely using a WiFi or Data network. Users will only have the ability to call over data and not the cellular network.

Before you start

• An admin must have "Setup" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.

Enable Data Only onboarding

To enable Data Only Onboarding, you'll need to set user permissions. For more details see Create user permissions.

1. Go to Setup then User Permissions.
2. Edit or create a new user permission. 
3. Select only Data for Inbound Call Settings and Outbound Call Settings. Deselect Minutes and Fallback.
   
4. Make sure Enable E-Mail PIN is selected in the Onboarding section.
   

We're excited to invite your organization to the MultiLine Desktop experience.

About MultiLine Desktop

MultiLine Desktop brings the mobile business calling and messaging features critical to your organization's frontline communications the browser. 

For regulated users, these calls and messages are captured for compliance teams in the Management Portal just as they are in the mobile apps. Users can sync with your Office 365 Exchange Contacts, or build a local contact list. 1:1 messaging and calling is supported. Manage Availability and Call Handling settings can only be set in the mobile app, but will apply for the desktop.

MultiLine Desktop is compatible with the following browsers:

• Chrome 90.0.4430 or above
• Safari 14 or above
• MS Edge 90.0.818.39 or above

Overview

These instructions can be completed by admins with Invite and Setup privileges in the Management Portal for the top level organization. Onboarding requires two steps:

• Step 1: Enable the MultiLine Desktop application
  • If your organization is using a custom email invitation, you'll need to update it
• Step 2: Invite users

Step 1: Enable MultiLine Desktop

When your organization is able to use MultiLine Desktop, admins will see a pop-up when they log in. 

1. Click Configure to get started and be redirected to Setup > Administration > Applications.
   
2. Check the box for Enable MultiLine Desktop to enable.

For customers that are using customized email templates, upon enabling, you'll see the notification to update the Email Invitation template if your email invitation template is not updated with the MultiLine Desktop details. 

Update the email invitation (for custom email invites only)

You'll only see this prompt if your organization is using a custom email invitation, as we have updated default email invitations automatically. 

1. Click Update Email Invitation template. You'll be redirected to the custom email template screen. 
2. Click Copy to Clipboard.
   
   
3.  Paste the content into the invitation and make edits if desired. 
4. Click Edit to make changes. 
5. Click Preview Template to see how edits would look and make sure that parameters are working properly.
6. Click Save. 

Once an admin updates their invitations, other admins will be notified and can view the updated invitation and send to users.

Example invitation with MultiLine Desktop link and instructions added:

Step 2: Invite users

Onboarding new users

For users who have never used the mobile app or desktop app, invite these users in the usual fashion after enabling Desktop and updating the invitation, if required. Note: Only organizations with custom email invitations need to update the invitation manually. After enabling Desktop, invitations will include activation credentials for Desktop and app. 

Onboarding existing users

• You must provide your users the unique MultiLine Desktop URL. If they have their MultiLine invitation, they can use the username and password provided for their first log into MultiLine Desktop. 
• Users who have lost their invitation can use Forgot Password to reset their password. You only need to resend invitations to users that request one, or to new users.
  • Note: If users do this, they will skip the step to Reset Password during onboarding flow since they just did. 
  • The passwords users set to log into MultiLine Desktop are different from the activation password they need to activate the mobile app. For activating the mobile app, users should continue to use the password from their latest received invitation. If they lose theirs; resend the invitation to provide them the password.
• The username and password for logging in to MultiLine Desktop for the first time is the same as the username and password for activating the mobile app. 
• For security reasons, users will be prompted to change the password used for MultiLine Desktop on their first log in. Note: If they need to reactivate the mobile app in the future, they must use the password provided in their latest invitation, not their MultiLine Desktop password.