Send and receive text messages.
SMS:
In the dynamic communication technology landscape, businesses continually seek innovative ways to connect with their audience and streamline their operations. Short Message Service (SMS) has emerged as a powerful tool in this endeavor, providing a direct and efficient means of communication.
As part of Convirza's comprehensive suite of communication solutions, SMS functionality is pivotal in enhancing customer engagement, improving responsiveness, and optimizing communication workflows.
Convirza's SMS functionality is designed to empower businesses across various industries, offering a reliable and scalable platform for sending and receiving text messages. Whether it's delivering important updates, personalized promotions, or conducting surveys, the SMS functionality within Convirza enables organizations to reach their target audience instantly and effectively.
Tracking Numbers - CAI provides basic information about SMS.
For a number to be SMS enabled, the customers must register the brand and the campaign with the help of Convirza’s Telecom team. You can download the DID/Local and Toll-Free numbers under tracking number settings when SMS is toggled on. Proceed then to fill out the form and send it to telecom@convirza.com.
Here is the link for Convirza - SMS - GUIDE Convirza’s SMS guide and A2P 10DLC - Why It Matters to you Agency or Business
Client Guidelines w/Examples for SMS will help you with examples to fill out the form correctly and get your brand and campaign registered.
You can navigate to customization→SMS from here as well.
SMS needs to be enabled on the tracking number settings. This can be enabled on already provisioned numbers or while provisioning a new number. To turn SMS functionality on/off, the SMS toggle under the tracking number settings must be turned on/off. It takes time to activate/deactivate SMS on the tracking number. The status is pending until it is activated/deactivated on the number.
When you click on SMS Users, the following pop-up opens where users can be added to receive new message notifications via email or phone number as a message with the link to the SMS conversations.
You can select a maximum of five users to receive notifications. A new user can be added here. To create a user, you must enter the user’s first and last name, email address, and phone number. The user will be added as an identified-only user in the account.
Suppose the SMS notification toggle and email notification toggle are turned on, in that case, the user will receive an Email and SMS notification. A phone number must be provided when the user is created to receive the SMS notification.
It is mandatory to choose at least one of the options to receive notifications.
When clicked on the link, the user will be directed to the SMS portal, where the user can claim the conversation and send and receive text messages on the same thread. It is mandatory to add at least one user under SMS users.
SMS Portal:
The SMS portal allows you to communicate with customers via text messages. You can reply to incoming messages and send messages to the mobile phone numbers. The users added as SMS users under tracking number settings receive the link in the email and SMS to access the conversation on the SMS portal.
There are three tabs on the SMS portal: Active Conversations, Team Conversations, and Closed Conversations.
Desktop SMS Portal:
Mobile SMS Portal:
You can see new conversations and the number of recent conversations here. When a new message is received on any tracking number, all the users added as SMS users in the tracking number settings will receive a notification with the link via email, SMS, or both. To receive an SMS notification, the user has to be registered with a particular phone number. When the user clicks on a link, they will be directed to the conversation on the SMS portal.
Please note that only you can reply to a conversation after you claim it.
Once any user claims the conversation, other users won’t be able to claim the particular conversation. That conversation will be moved from their active conversations list to the Team conversations list.
Customers will receive a default opt-in message when they send the first message to the tracking number. This can be customized under Customization→SMS.
‘Welcome to (Company Name)! Messages and data rates may apply. Msg frequency is recurring. Reply STOP (in Caps) to cancel.’
Active conversations:
The active conversations tab shows the conversations claimed by the user, conversations claimed by others but the user participates in, and unclaimed conversations.
Team conversations:
The Team Conversations tab shows the conversations claimed by other users where the logged-in user is not a participant.
Closed conversations:
Closed conversations show all the closed conversations, depending on their role type and permissions.
Any conversation can be only closed by the user who has claimed the conversation, a participant, or an admin.
Customers will receive the default opt-out message when they send the STOP message to the tracking number and will receive the message below. This message can be customized under Customization→SMS.
'Your request to unsubscribe has been processed. We're sorry to see you go. If you ever change your mind, please reply with START (in CAPS) to start receiving the messages again.’
When the customer replies with ‘START,’ the communication between the customer and the agent will start again.
Click-to-text
Click-to-text creates an easy way for customers to contact your sales and support teams on your website. For more details, please visit Customization
Conversations on CAI provides all the information about sent and received SMS on SMS-enabled tracking numbers. The user can view and claim SMS conversations depending on the logged-in user roles and permissions.
To learn more about SMS reports, please see CAI Reporting Suite