Solutions By Text (SBT) 2.0

Summary of ACE / SBT Functionality

The following capabilities can be configured in ACE to work with the SBT vendor:

1. Set up specific text messages to be sent through SBT - the designed text messages allow for specific ACE account variables to be passed into the message

2. Opt in and opt out consumers with emails saved to ACE accounts

3. Send a specific text message from a scheduled job to accounts chosen based on selection logi

4. Send a specific text message from an account phone number selected on demand

5. Import text results from a scheduled job to the account’s text log; viewable from the account’s sidebar

6. A custom report can be requested to view, group and sort text log results for supervisor revie

7. No logic criteria or action path workflow is available for text message results at this time

Prerequisites

The following field values facilitate data transfer between ACE and SBT. SBT is responsible for providing the following values or verifying these are the values configured by SBT for the customer:

• API Key

• Application ID

• Origination Number

• Security Token

• Keyword Identifier

Add Vendor

1. Go to Setup → Text Message →Vendors, New

2. Locate Vendor Information Section

• Provider= Solutions By Text V2

• Label= SBT2

• Identifier= SBT2

• Enable Rainmaker

• Active

• Application ID= Group Name

• Origination Number= Short Code/Communication Code

• Keyword Identifier=Value from SBT

• Api Key= API Key at Account Level (client id)

• Security Token= API Key Secret Key (client secret)

• Max Invitations

• Select Apply

Category Opt In Required Section

The Category Opt-In Required section determines whether a recipient must already be opted in before a text message in that category can be sent.

For SBTv2 vendors, clearing the Opt-In Required checkbox allows ACE to automatically opt in eligible recipients before sending the message. Automatic opt-in applies only to recipients who are not already opted in and have not explicitly opted out.

1. Locate the Category Opt-In Required section.

2. By default, the Invitation category does not require opt-in.

3. Select or clear the Opt-In Required checkbox for each category based on your business requirements.

4. Select Apply.

Text MSG Profiles Section

After saving the Vendor information with credentials, add new Text Msg Profiles

• SBT will provide the customer with default text message profiles to put in place 

• Profiles will include a body of the text message in html with functions to include available field content to the text message

Text Message Supervisors Section

1. Supervisors: If a primary agent is unavailable, the inbound text message alert will be assigned to a supervisor assigned.

2. Use Round Robin priority?: This setting ensures that text message alerts are rotated among the available supervisors, rather than going to the first logged-in supervisor each time.

3. Alert delay in minutes: Adjust the Alert delay in minutes as needed to control the timing of text alerts.

Text Message Test Section

The Text Message Test section can be used to verify credentials are working.

It is also recommended that all set up jobs, logic and workflow be thoroughly validated before going live with use of any new vendor.

Apply Permission Roles

Assign appropriate permission roles to users handling text messages in ACE. InterProse Support can assist with setting up the necessary roles as required.

• TEXT_MESSAGE_VENDOR_NEW

• TEXT_MESSAGE_VENDOR_VIEW (for agents)

• TEXT_MESSAGE_VENDOR_SAVE

• TEXT_MESSAGE_VENDOR_DELETE

• DEBT_TEXT_LOGS_VIEW

Opt in for Consumer

Typically, phone numbers are opted in to receive text messages when an agent is in contact with the consumer.

To opt in a phone number for a consumer, the agent will: 

1. Open the phone number demographic from the account (left click on the phone number from either the account summary section or the phone number list section on the account page)

2. Ask the consumer if they would like to receive communication via text message

3. Select “Send Opt In Request” from the Text Messaging section

4. The agent will see a field where a code can be entered

5. The consumer will receive the request asking them if they want to communicate with text messaging

6. After responding with “Yes”, the consumer will receive a code

7. The agent will need to enter the code the consumer received, after which the account’s phone number will be opted in

Automatic Opt-In

When using an SBTv2 vendor, templates assigned to categories that do not require opt-in automatically opt in eligible recipients before sending the message. Recipients who have explicitly opted out are not automatically opted back in.

To send text messages en masse:

• See  “Add a job to send text messages to SBT” instructions below

• Set up triggered action path workflow 

• The action path setup will be similar to that used with the job

• Not all triggers should be used to send text messages en masse

• An agency interested in setting up action path workflow with a trigger should work with InterProse support for any required guidance

Setup Jobs in ACE

Add a job (Workflow → Utilities → Jobs → New) to import text message results from SBT (Required to import results from manually sent text messages OR text messages sent via job). This will automatically update the phone number to opted-out based on the response from SBT.

Set up a Text Messages: Import Data job task with

• Vendor = Solutions By Text V2

• Date Range = Today (using the calendar tool)

• Schedule to run daily or multiple times each day

Add a job (Workflow → Utilities → Jobs → New) to send text messages to SBT (Optional)

Set up one or more Workflow: Action Path job tasks with:

• Selection Logic to identify accounts eligible to receive texts

• Workflow → Logic Blocks → New

Typical recommendations

• Set up logic block to “Return Primary Account Only”

• Set up logic block Statement to exclude accounts with a “TXT_OPT_OUT” flag

• Schedule to run daily

Action Path to send a specified text message* associated with the job task

• Action Path Action - Class Name = Send Text Message

• Workflow may be built into the action path to send different text messages based on different selection logic condition parameters