Steps for enabling Broadcast Messaging with SMS.
1) The Twilio account and marketplace item need to created. This includes assigning a client subaccount with their own phone number for messaging. The product team will setup the integration configuration settings from Twilio, but the marketplace item can be added so that the other settings can appear.
2) In the Company Global Setup, enable in the Mail Settings configuration the following:
Notifications through: Select the appropriate setting that corresponds with their current settings and adds SMS. So for Example if Notifications are currently through Email only, then choose SMS & Email. If they have notifications through Email & Mailbox, then choose Email & Mailbox & SMS. Basically, add SMS to their current setting.
3) Check the box for Broadcast Messaging
NOTE: If TCPA Opt-In is not checked, this will need to be enabled, but only after communicating with the client as it will cause a popup to appear to all employees to opt in.
4) Add security:
All Employees:
View/Editing Notification Preferences (on the ESS Tab). This will allow employees to Opt In successfully. This can be done via the mass edit security items.
Company Admins (or anyone creating communication templates)
For profiles that will be authorized to send broadcast messages (Confirm with Client):
For profiles that will be authorized to via broadcasting messaging and notification preferences reporting:
5) Check and see if employees can edit their cell phone number. If they cannot, discuss with the client the option to add security and/or create an HR action for cell phone number submissions.
Important: Cell phone numbers must only contain the 10 digit number and not include any extra formatting, dashes, or symbols.
6) Discuss with the client the appropriate communication campaign for prompting employees to opt in.
Options for clients w/ HR:
Checklist assignment with HR Action to submit cell phone number and link to Notification Preferences to opt in.
Announcement when employees login when navigation instructions to opt in.
Options for clients w/o HR:
Standard system popup to all employees with instructions for opting in. Note: This popup is created at the admin level, please request from the product team to add a client to the list that will see the popup.
Option for All Clients: Use a broadcast message as an email only with instructions to login and opt in to SMS.
The EE guide can be attached to the email as well.
Add a Start Menu Icon or option for Notification Preferences
7) Configure/Copy SMS reports for SMS Delivery Preferences and System Generated SMS. Here are examples from client 746.
8) Train the client Admin on the following:
> Have them go through the opt in process (use guide)
> Show how to create Communication Templates and how to Enable SMS on Global Notifications
NOTE: If using recruitment also show them how SMS can be added to applicant communications / notifications.
> Send themselves a Broadcast Message
> Review related reports
9) See Knowledge Article (ticket 312837) on sample client communication for sending info prior to training.
10) Add TeamText Product to company info and assign the active status with the active date.