SMS Configuration
Before sending out any SMS Campaigns, you will need to visit Configuration - SMS Configuration in order to set up the basics for your account. Thankfully, we have everything you need to get this done quickly and without headache.
Here is how to configure your SMS opt-ins and more.
SMS Number: This is the number that customers will receive messages from. This will either be assigned to you or you can simply click on ‘Change Number’ to select one from the list.
Auto-response: If a new contact sends you an inbound message, this response will automatically send. This message will depend on the type of opt-in you choose, which we will cover below.
Forward Calls to: Although unlikely, if someone calls back the number you send your messages from, this will be where that number forwards. We recommend your front desk number or a phone-tree option so they know how to find what they need.
Opt-in Settings: Before reviewing these settings, we need to define two things real quick - Single Opt-in vs. Double Opt-in
Single Opt-in means that you can start sending messages to contacts immediately. However, you will need to include ‘Reply STOP to opt-out’ to the bottom of your messages. The ‘single’ in single opt-in comes from them signing up as a member, which shows that they have an interest in receiving messages from you.
Double Opt-in means that you need two instances of them saying ‘Yes I want to receive messages.’ For our purposes, this means that if they text in, you need to send them a response asking them to text ‘YES’ to confirm their opt-in. Once done, you won’t need to include ‘Reply STOP to opt-out’ at the end of your messages.
Keeping these in mind, let’s look at the opt-in settings. Each of the below will ask if you want to use single or double opt-in, so select the one that makes the most sense for your company.
Contacts who text in: If you select a single opt-in, you will be able to respond right away. If you select double opt-in, they will have to text ‘YES’ first before you can send them messages.
Contacts through website widget: If you select a single opt-in, you will be able to respond right away. If you select double opt-in, they will have to text ‘YES’ first before you can send them messages.
All other contacts: If you select a single opt-in, you will be able to message them right away. If you select double opt-in, they will have to ask them to reply ‘YES’ first before you can send them campaigns.
Next, you will configure the messages that go to them when they opt in, opt out, or ask for help. We will provide our suggestions, but feel free to add on as needed.
Double Opt-in Request: After being prompted to opt-in, whether through a campaign or by signing up, this message will send asking them to confirm by replying ‘YES.’
Example text: Respond YES, to authorize XX Company and its affiliates to send me marketing text messages. My agreement is not required or a condition of purchase. Up to 8 msgs/mo. Msg & data rates may apply. To opt-out at any time reply STOP
Opt-In Keywords: Will almost always be simply ‘YES,’ but if you want to use alternatives you can.
Thank you - Optin: This will send after they reply ‘YES’ and confirms their double opt-in.
Example text: You have been successfully opted in. Reply HELP for help or STOP to opt-out at any time. Visit *company website* for more info.
Opt-Out Keywords: Will always be ‘STOP,’ but you can add alternatives like UNSUBSCRIBE.
Opt-out Message: When they text ‘STOP’ or opt-out with another method, this will be the auto-response to confirm their unsubscribe request.
Example text: You have successfully been unsubscribed. You will not receive any more messages from this number. Reply YES to re-subscribe.
Help Message: This is for in case they don’t know why they are receiving messages or want to get more information.
Example text: Text alerts will send up to 8 msgs/mo. You can opt out any time by texting back STOP. Visit our website for more information: link
Quiet Hours: Finally, you can set the hours that you do not want to send or receive SMS messages through the system. The platform typically defaults to quiet hours of 8pm-8am in your time zone, so adjust this if you want those to be longer or shorter.