What is it?
You now have the ability to reply to the automated messages from Rattle with additional Rattle messages!
How is it set up?
Before jumping into the Workflow configuration, utilizing this feature requires a custom field to be added onto the Object the workflow will be built on in Salesforce (i.e. if building on the Opportunity object when Next Steps is not populated, a custom field will need to be created on the Opportunity Object).
When creating the custom field in Salesforce:
Choose a Text or URL field
The field length should allow for at least 200 characters
Recommended Title : “Rattle Slack Message URL”
The field does not need to be visible on the Page Layout (although, it may be nice to easily access the Slack message)
Ensure this is a different field than the Dealroom Channel Field, if you have those built (and if you don’t, definitely check those out here!)
There are just 4 easy steps to follow to begin sending threaded messages.
Identify the Rattle Workflow that will send the initial message which may require a threaded message to be sent (ex. The first notification that you are sending to remind a user to take a specific action).
While configuring this Rattle Workflow, complete the setup as you normally would. Once you get to the bottom of the Workflow screen, toggle on “Message Advance Settings” (see Image 1)
3. Toggling on “Message advance settings” will display “Slack Message URL to Salesforce Field” with a dropdown. Select the custom field you created in Salesforce. Any time this Workflow triggers a Rattle notification, the URL to the Slack Message will populate into the Custom URL Slack field. (See Image 2)
4. Now, identify the Rattle Workflow that you would like to send as a threaded message. Configure this Rattle Workflow as you normally would, and once you get to the recipient section of the Workflow, you will select “Slack message field” (See Image 3)
5. Select the Custom Field that you used in Step 3.
And that’s it! You have created your first Rattle Threaded Message Workflows!
Here’s a video walkthrough of what the Slack Threaded Messages are and how to configure them :
When to use it?
This feature came from a customer request (yes, we take those seriously!) - our customer was building an escalation process for their customer’s feature requests which would require multiple teams to be involved at various stages of the update. Simply, they wanted to consolidate where their Rattle notifications were being sent for specific records.
So when should you use threaded messages?
When you would like to have full visibility of progress for a specific record or internal process
When you would like to send escalation notifications for process adherence
What are some examples?
A more complex process with multiple teams involved: An Enterprise Customer submits a Feature Request to their CSM which requires an Approval from the CSM Manager; if approved, the Product Director assigns a Product Manager. The Product Manager has SLAs and Next Steps that are required while the Feature Request is being developed.
Rattle Triggers a message into a Feature Request Channel asking the Manager to Approve or decline the message, then Rattle replies to that thread notifying the team that the Product Manager was assigned, Rattle continues to reply with SLA notifications, and finally Rattle sends a notification once the Feature Request has been deployed!
Your team recently announced a new requirement for Sales Teams to add Next Steps to Opportunities and to have Next Steps updated every 2 weeks at a minimum.
Rattle notifies one of your AEs when Next Steps are not updated on an Opportunity, Rattle then replies in thread to your AE when the Opportunity was never updated and that the task still needs to be completed.
Route all updates for an important Support Case into one thread.