Send text messages

For legal reasons, every applicant must agree to receive text messages via an "Opt-in" text. Our system tracks their response and—if they've opted in—sends your message.

Opt-in workflow

1. You send a message to an applicant.

2. If an applicant has not received an opt-in message, they'll receive the following message:

   Please reply YES to receive updates from [Organization_name_for_texting]. Std msg&data rates apply. Reply HELP for help, STOP to cancel.

3. Depending on the applicant's response, they may receive your text message:

• If they respond Yes, they'll receive your first message and any future messages.

• If they respond No, they won't receive your first message or any future messages.

• If they don't respond within four hours, they won't receive your original message. To receive future messages, they'll have to return to this message and opt in.

Tip: To see how an applicant responded to their opt-in message, check out the Texting Opt-in Status column on each application grid.

To send texts to one or more applicants:

1. Go to an applications grid.

2. Select one or more applicants.

3. Select Act on Selected, Send Text Message. You may want to filter applicants by the Texting Opt-in Status column.

4. Compose your text message. For tips on writing text messages, see Best practices for texting.

5. Select Send Texts.

Note: Your system only sends a text message to all active, opted-in applicants, which may be a smaller number than your selected recipients.

To use your messages efficiently and effectively:

• Keep messages short: Cut unnecessary words to improve applicant reading rates

• Adopt a multi-channel strategy: Coordinate text messages with other forms of communication (emails, website updates, etc.)

• Provide clear action items (that don't involve texting back):

  • Texts should direct applicants to clear, immediate actions (e.g., check your email)

  • If an applicant texts you back, you won't be able to see their message

• Watch the time: Since your system sends text messages immediately, think carefully about the day and time of your messages.

To see a record of text messages sent from your system:

• For a user:

1. Go to their account.

2. For the status of each text, select History.

3. For a list of every text your system has tried to send, select Texting Logs.

• For multiple users:

1. Go to Site, Files, System Reports.

2. Under Communications, request the SMS Delivery Report, which provides a record of each text message:

• Blank values: Messages that were sent within the past 4 hours may not have a status yet

• Failed:

• Only applies to first-time recipients (who haven’t opted-in)

• Recipient hasn’t responded to opt-in message within 4 hours

• Message was never sent out

• Sent: Message received by cell phone carrier (temporary status)

• Delivered: Message received by recipient

• Rejected: Recipient opted out of text communications