Two Way Texting

Introduction

Two Way Texting is a powerful feature in SmartWare that enables users to send and receive text messages directly from the platform. This user guide will walk you through the setup process for Two Way Texting, ensuring you can seamlessly integrate it into your communication workflow.

Prerequisites

Before proceeding with the setup, please ensure the following:

• You have access to a SmartWare account with administrative privileges.
• You have decided on the communication provider you will use for Two Way Texting:  Clarity, RingCentral or Twilio

Setup

1. Clarity Users:

If you are using Clarity as your communication provider, follow the steps in this user guide set up Two Way Texting.

2. RingCentral Users:

If you are using RingCentral as your communication provider, no additional setup is required. Two Way Texting will automatically work with your existing RingCentral account.  You can proceed to enjoy the benefits of this feature without any further action.

3. Twilio Users:

If you are using Twilio as your communication provider, follow the steps below to set up Two Way Texting:

Step 1: Sign Up for Twilio Account

If you are using Twilio then you will need sign up for a Twilio account here. 

Once you have your phone number, you need to edit that number and scroll to the bottom of the page, to the Messaging Configuration section. 

There you have to change the 'A message comes in' section, entering this value into the URL text box: http://ssismsuser:ssismsuser!@mramessageapi.servantia.com/api/ReceiveText/TextResponse

Step 2: Enter Twilio Account Information: 

Once you do that you will have to enter your Twilio account information in Setup Franchise -> User Defined Values -: Vendor tab.

Overview

Option	Functionality
1. New Text count	Show number of unread texts Click To open & close the text box
2. Recent	Toggles between showing just the unread text messages and all messages from the past 7 days.
3. Search	Opens the search window
4. Open text message	Opens the specific text message Single letter inside of a Circle is used to indicate what classification of text messages are being received. C = Customer E = Employee U = Unknown
5. Text messages	Yellow messages are unread White message are read
6. Search active texts	Search through the text messages currently

SmartWare Settings

You can find options for enabling and customizing the Two-Way Text functionality by going to: Setup Franchise (menu) > User Defined Values (sub-menu) > Communication (tab). Here you will see a ‘Two Way Text Settings’ area.  

Option	Functionality
Enable Two Way Text	Enables / Disables the two way texting functionality
Enable Out Of Office Message	Enables the auto of office functionality
Out Of Office Message	The message returned to the sender if the any of the out of office criteria are met
Always Send Out Of Office Message	If enabled, the out of office message will always be sent to the sender
Send Out Of Office Message All Day Saturday	If enabled, will send the out of office message on Saturday
Send Out Of Office Message All Day Sunday	If enabled, will send the out of office message on Sunday
Out Of Office Message Time Start	The time of day when sending the out of office message will automatically start
Out Of Office Message Time End	The time of day when sending the out of office message will automatically end
Flip Text Layout	Flip the text on the two-way texting panel so your message and the senders' messages appear on the opposite side.

Confirmation Text Messages Template

You can find options for selecting which Confirmation Text message SmartWare will use when sending Confirmation Text messages by going to: Setup Franchise (menu) > User Defined Values (sub-menu) > Template 

There are two different Confirmation Text messages options:

1. Confirmation Text (SMS)
   1. This is used when the primary technician on the work order does not have a technician picture.
2. Confirmation Test (MMS)
   1. This is used when the primary technician on the work order does have a technician picture.

For each of these options, you will want to select 'Confirmation Text - Two Way Texting'.  This template has the options allowing the customer to either confirm or cancel the appointment.

New Text Messages Coming into SmartWare

When a new text message comes in: 

1. The text count in the top SmartWare header increases by 1
2. A popup will appear in the bottom left of the screen showing who sent it and allowing you to open the text message

Launch Outgoing from Texts Anywhere

You can launch SMS texting anywhere you see this button , below are some examples:

1. Dispatch
   1. From the dispatch screen, click the button to bring up the customers phone numbers.  From there you can click on the Send SMS button
2. Work Order
   1. – The header shows the customer information, including the phone number.

Text Messages: Reading and Responding

Click on the text you want to read, and the text details will load, showing all the text messages from this customer, employee, etc.

The message detail view will include additional options for interaction with the message recipient: These options can be found in the top right of the message recipients screen and are listed below:  

Option	Functionality
	Click To Call – Initiate a call to the customer
	Mark the message as Completed (read). This will prevent the message from showing up in the list of text messages.
	Drop-down will bring up the following menu options: Open Record & Mark as Unread Open Record: Will open the customer or employee record Mark as Unread: Will mark the text message as unread

Additional Information:

1. If the text message contains an image, it will be displayed as well.
2. Responding to a text
   1. The bottom of the screen allows you quickly reply to a text message using the following fields:
      1. Image: Will allow you to attach a picture to the text
      2. Template: Allows you to select a template to use when sending a text message to a recipient.
      3. Message Text (box): Allows you to view and type the message you would like to send to the message recipient.
3. Send button – Will send the text message to the message recipient

Customer Screen - Text Logs

You can see a list of all text message communication for a specific customer by navigating to the customer (screen) > Logs (widget) and selecting the Text Log (tab)

Customer Screen - Communication 

Additional options exist on the Customer > Communication (widget) for restricting if text messages are sent to a specific cell phone number

1. If the customer opts out of receiving text messages, by replying STOP to a text message, then the Do Not Text option will be checked. 
2. This option can be enabled from the communication detail screen.
3. If the Do Not Text is enabled, only the customer can re-enable it by texting START