SMS/Text Messaging Guide
SMS Messaging, or text messaging, is one of the most popular channels for communicating in today’s mobile-friendly world with over 64% of consumers preferring text over voice as a customer service channel. Millennials, an emerging demographic in hospitality and travel, expects to be able to text the companies they do business with.
TRACK SMS offers integrated two-way text messaging within the TRACK Hospitality Software suite of solutions. The feature allows businesses to simplify communication with their guests, and enables departments to interact with guests in their preferred channel.
To setup SMS click the ‘Configuration’ button in the top right corner of the screen.
SMS Text Messaging Preferences
From the configuration page, CRM Setup tab, click ‘Preferences’ under ‘Text Messaging’ section.
Default Text Messaging Number: The number used for outbound text messages if not specified on the user.
Conversation Expiration Limit: The number of minutes a conversation is considered active. New text messages received after this expiration will result in a new conversation being started.
Next, click on Text Inboxes configuration screen:
To edit an existing inbox, click the ‘Edit’ button.
To remove any inbox that has not received a text message click the ‘Remove’ button. If you’ve received a text to an inbox you will not be able to remove and the ‘Remove’ button will show as deactivated.
To add an inbox click the ‘+ Inbox’ button.
Once on the add page fill out all required fields and press save:
Name*: Enter in the name you like to use for your inbox.
Is Default: Main inbox to put in an SMS if a number is not defined.
Lead Check?: If the Lead Checkbox is selected, and messages that come into that inbox will attempt to be matched to open leads. If a lead is matched the conversation will show in the lead stream on the SMS tab and the inbox. If there is no lead open, it will be shown in the SMS inbox screen only.
Users: Only users indicated in this box will be able to view and respond to the SMS conversations in that inbox. If the box is left blank all users will be able to view (see teams).
Teams: Only the users on the teams will be able to view the box. If there is a child team to the team selected all users as part of that child team will also be able to view. If there are no teams selected all teams will be able to view.
As soon as one user and/or team are selected only the user(s) on that user list and/or team list will be able to view.
From the configuration page, click ‘Numbers.’
- You will need to purchase numbers or activate existing numbers to send or receive text messages.
- Click ‘+Purchase Number.’
- Click Edit to edit the number with option to activate text messaging.
- Sync numbers after editing so number get activated correctly in the system. **This is a very important to do after activating or deactivating a number.
After clicking +Purchase Number
- Pop-up Screen
- Click the Type dropdown to search numbers by toll-free or local.
- In the Search box area search by number
- Once you find a number you want, click the ‘Purchase’ button next to the number and then close the screen.
- Purchased numbers become available in Pulse immediately.
- To Sync Numbers click on the Sync button.
- It is important to sync in the cases of:
- Activating a number to allow texting
- Any numbers ported into TRACK from your previous provider so you can start receiving calls/text messages.
- Next in the pop-up click Continue.
If you want an existing number to be used as a texting number then it needs to be ported/transferred over to your TRACK account. If you are using Pulse already you will already go through this porting process to bring over any of our customer-facing number.
After a port request has been submitted with Twilio, Twilio will work with your existing provider to start the porting process. Before the port is completed numbers will appear in Twilio and can be set up at that point in TRACK. Once the numbers are available in Twilio, users must come into TRACK and sync their numbers. Click the ‘Sync’ button to have numbers appear in TRACK.
After the numbers appears you can edit the number.
Click the ‘Edit’ button next to a number to edit that number.
Use with Text Messaging: Select checkbox to allow this number to be used to send or receive text messages.
Inbox: Select Inbox in which to receive a text message to from this number.
To save, press the ‘Save Number’ button at the bottom of the screen.
Quick replies give your agents the ability to send pre-created replies to Frequently Asked Questions (FAQ’s) via text. These messages can be set up in TRACK CRM settings and are searchable within the conversation screen, making them easy to access quickly for all of your agents if they are labeled specifically.
Setup location: Config > CRM Setup tab > Quick Replies
Quick replies are shared with TRACK Chat so if you have quick replies already set up for chat you can edit existing replies and active for text message. If you want to create a new reply click the ‘+ Reply’ button in the top right corner.
Create Quick Reply
Name: Name your quick reply.
Content: Message that show on a chat as the reply.
Brand: Select a brand if you want the reply name to only show up on that brand. If you want the reply to always show up then select --Any Brand-- option.
Active: Turn the reply on or off.
Chat: Turn the reply on for chat (only available if chat component is turned on).
Text: Turn the reply on for SMS (only available if SMS component is turned on).
How to Use Guide
Once everything is set up you are ready to start sending and receiving text messages!
Every number that is activated with text messaging can start to send and receive text messages.
1:1 Text Messaging
TRACK SMS can be used to connect with guests in a variety of ways:
- Inbound Text Messaging - Guests send a text message to a number listed on your company website.
- Outbound Text Messaging - Your teams are able to send a text message directly to contacts already listed in your CRM, or can send a message to any other phone number.
- Lead Management - Agents can create leads directly from an SMS Conversation screen, attaching a lead to a current contact (search for contacts within TRACK CRM) or add a new contact and create new leads with a star rating and follow-up date/time.
TRACK users can send time-based or event-based SMS messages to guests or agents. Some examples of these messages include:
- Notification to an agent/guest when a lead has been updated (Trigger)
- Confirmation to a guest when lead has been won (Trigger)
- Send Welcome Text 24-, 48-, or 72-hours prior to arrival (Automation)
To set up an Automation or Trigger:
Configuration > Company Setup tab > Triggers or Automations
Reply to SMS Messages
To respond to SMS messages go to the left menu under CRM and click on SMS.
Once on SMS Messages page you can see all your active SMS conversations. You can filter to specific inboxes by clicking on the ‘Select Inbox’ dropdown or create a new SMS message by clicking the ‘New’ button. Click on a SMS message to view the full SMS message and to respond.
TRACK will try to match the phone number to an existing contact in the system. If matched the name with show in the top left corner of the screen with a checkmark next to the name. If that contact has an existing lead the lead subject will appear also with a checkmark next to the subject.
At the bottom of the screen there is reply box to type in your response. When you are ready to send your message click the ‘Send’ button.
There is also the option to select a quick reply. Click the icon below the reply box which will show you any quick replies that you have set up in your system.
Search and select your quick response to insert directly into the reply box. This is very useful to quickly reply to commonly asked questions.
End SMS Conversation
To manually end a SMS conversation you will click the ‘End Conversation’ button in the top right corner of the screen. If the conversation ends and the contact messages again, the system will create a new conversation. The system can automatically end conversations by looking at the setting within Text Preferences named ‘Conversation Expiration Limit’
Lead: Send & Receive Text Messages
From a Lead in the CRM or from a Lead in the Agent Dashboard, you can send SMS messages. To send go to a lead and click on the SMS tab.
Once on the SMS tab go to the bottom of the page and enter in your message. Once you are ready to send your message, click the ‘Send’ button. From this view, you can see all messages received and sent within this conversation.