Blog from October, 2021

Full-screen Message Center.mp4

We’re excited to announce changes coming soon to message center on the web. In lieu of the compact experience from the upper right of your screen, now you’ll experience a full-screen version of Message Center. This allows you to keep the conversation front and center while also viewing contact details of the person you’re communicating with as well as the list of other conversations you have. Perfect for any power user trying to have conversations with multiple customers. Let’s break down some of the changes:

The Message Center icon’s new home is now in the left navigation bar replacing the tab for messenger. You’ll still see the count of urgent messages on the message center icon like always.

When you click on the message center icon, you’ll be taken to the overview page and notice the screen broken up into three parts: a conversation list, the conversation view, and the contact panel.

In the conversation list, you’ll see all of the open conversations sorted chronologically, newest to oldest. You’ll also be able to sort only those conversations with a “hand raise” or “new” badge, webchat conversations that are LIVE, or conversations that have been “resolved” by clicking on the “urgent,” “LIVE,” or “resolved” tabs respectively.

The conversation view makes that communication the central focus of the screen. One improvement we’ve made to the conversation view is that links are now clickable! Whether you sent it or received it, you can view that link and copy it or follow it to its destination. Additionally, we’re excited to announce that Full-screen Message Center is now able to display images sent by customers on Google’s Business Messages. One caveat, however, is that for now the images will expire after seven days.

Lastly, contact information for the person you are messaging is displayed on the right side of your screen. If you decide to close that panel, you can reopen it either by clicking the conversation again or the name of the customer in the conversation view.

We’re excited for these updates and look forward to more!

We’re pleased to announce that our user account settings update will be generally available on Tuesday, October 12.

User Account Settings.mp4

The new user account settings web app sidebar is a first step in releasing later upgrades like user roles and permissions as well as being able to specify that an indivdual user has taken over/jumped into a conversation in message center. In this release, users can click on their name in the upper right and now have the ability to add a profile image, change their name and add a display name, add a mobile number, password reset, and control message center notifications.

Profile Image

Instead of using a default image, add your likeness to the app! Select any .bmp, .gif, .icon, .jpg, .jpeg, .png, .svg, .webp file from your computer and then select a crop area for your profile photo. You can reposition the crop within the image by clicking and dragging from inside of the highlighted area or resize the crop by click and dragging outside of the highlighted area. We recommend using a clear image of your face as your profile picture.

Name and Display Name

Edit your name at any time or choose to use a display name. Users can edit their first and last name (up to 30 characters) from the sidebar or they can decide to use a display name (up to 32 characters). Adding a display name is optional as your first and last name will be used unless a display name is set. You’ll see the name on the profile sidebar as well as in the upper right of the app, and down the road, you’ll see your name (instead of a the business) taking over a conversation in message center.

Email & Mobile Number

View the email address you use to login to the FreshLime app and to receive email notifications about message center. You also have the option to add a mobile number that can be used to receive text message notifications about message center. The mobile number needs to be 10 digits, and if you haven’t entered one yet, we’ll prompt you on the sidebar to add a number. If any changes need to be made to your email, please reach out to support.


Control user-specific message center notifications with the “notifications” section at the bottom of the profile sidebar. Toggling on or off the text message and email notifications will either add or remove your number/email from getting notifications. Push notifications are unaffected by these changes.

Password Reset

Users can change their password right from the sidebar. To reset your password, click on the edit icon and then click the “reset password” button. If you know your current password, you can enter it in addition to your new password and save the changes. If you are not sure what your current password is, you can click “forgot password” and have an email sent to you that will provide you a link to change your password without needing to know your current password.


When you’re ready to logout, click the “logout” button on the user profile sidebar.

Integrations settings

This will take you to the page where users are able to connect some integrations. Other integrations are also available. If you have any questions, please reach out to FreshLime support for direction.


  • Where does my name display?

    • Your name will appear in the account settings sidebar as well as at the top right of the web app. Eventually, your name will appear in Message Center if you take over or jump into conversations.

  • What’s the difference between my name and my display name?

    • Your display name trumps what you have put for your first and last name. This will become really handy in the future when we add the capability for the end customer to know who specifically jumped into or took over the conversation. When that is available, really, it will come down to preference. If you love using your name in all circumstances, then don’t worry about a display name. However, if you’d like to use your real name for your account but use a nickname or just your first name when you take over or jump into a conversation, then add a display name.

  • I’m updating these settings on the web app, but will these changes also update the mobile app?

    • For now, some changes like your profile image and name/display name are only specific to the web app. However, if you were to change your password, that would be recognized on the mobile app.

  • I don’t see a save button. How do I save my name and number changes?

    • Click anywhere outside of the field to save your changes.

  • Is there a limit on the photo size?

    • We have a 25MB limit for image size.