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All about Texting

Please note that the following features will be available from APRIL 1st 2013 to US customers only. These features will only be available to customers who upgrade to text message bundles via our online payment service (see 4.5 below).

4.1  Text Message Conversations 1-1

Start a conversation via text with your leads and members within your InTouch Follow-Up application! Previously, if InTouch Follow-Up sent an appointment reminder and your lead responded asking to reschedule you would have to call the lead back to respond. Now, in the Messages tab, you can send an individual text (or reply) to any lead or member. 

How it works:

First, your club needs to have the Text Features enabled (Refer to Section 4.5). Once features are enabled, anyone with with a permission to view text messages will, by default, have the ability to respond. See below on how to adjust permissions to read only.

1-1 Text Message Permissions

1. Go to Admin>Permissions (if you don't have the Permissions tab, your club administrator will need to make this change for you).
2. Find the appropriate permission/role at club and click Edit
3. Change Text Messaging Rights to the desired ability and Save. Users will need to log out and back in for this to take effect.

To Send a Text Message

1. Find the lead or member you wish to text

2. Click on the lead’s name

3. Go to Messages

4. Type your message in the box at the bottom

5. Click Send

4.3 Unsubscribe Options for Text, Email and Phone Calls

Some leads and members don’t want to (or can’t) receive text messages or your emails so they need a way to opt out of receiving them. There are now several ways leads and members can opt out of receiving emails and/or text messages as follows:

• Contact Preferences for each Lead and Member

Use this if a customer calls you and asks you to remove them from your contact list. Each lead and member now has a new tab labeled Preferences where you can select how the lead does or does not wish to be contacted. You can also unsubscribe someone from Text Messages on the Messages tab.

• Updated Email Unsubscribe link

All emails that are sent out through InTouch Follow Up have an Unsubscribe link at the very bottom so users can unsubscribe themselves. This link has been updated to show the following options for all communication methods:

• Opt-Out by Text Message Reply

Users can opt themselves out without contacting you so they stop receiving text messages. They simply respond to a text with the words “STOP” or “UNSUBSCRIBE”. This method will automatically update the lead or member’s Contact Preferences to stop all text messages. To begin receiving text messages again, they can reply again with “START” or “SUBSCRIBE”. HELP is a standard message that will send a reply message to the lead/member giving instructions on how to unsubscribe via text. 

4.4 Text Messages Count Report

Keep track of your club’s text message usage in the Text Messages Count Report.

Outgoing Messages

• Appointment Alert: The number of text messages sent for your appointment reminders (e.g. your Club Tour Text Alert).
• Broadcast: The number of text messages sent for your Text Blasts
• 1-1 Text Conversations (or Ad-hoc): Shows the number of text messages sent for 1-1 text conversations. These could be initiated by staff or replies to leads/members by staff.
• Staff Alert: The number of text messages sent to a staff’s mobile number when a lead or member replies to a text message. Alert notifications can be sent by Text, Email or just by using the notification icon within your application. Settings are located in Admin>Club in the bottom right. This is an existing feature whose default setting is OFF.
• Auto-Responses: The number of responses sent automatically to incoming new text leads plus the number of responses sent to subscription command texts received from your customers.

Incoming Messages

• Incoming Lead: This is linked to your Text-In number and shows the number of new leads that texted their name to your Text-In number

• Reply to Outbound: The number of texts to which a lead or member replied. For example, it includes when someone replies to an Appointment Alert, a Text Blast or a 1-1 Text Conversation.

• Subscription Command: This shows the number of incoming texts received for leads that enter the STOP, UNSUBSCRIBE, START, SUBSCRIBE or HELP commands.

Total

The total number of text messages to be charged to your club or deducted from your pre-purchased text bundle

To access this report:

1. Go to Reports>Live Reports

2. Scroll to the bottom for the Text Messages Count Report

3. Click Get Report

4. Enter in the date range you wish to view for when texts were sent and/or received

5. Click Get Report

4.5 Online Payment Service for Text Message Marketing

Text message marketing is available as an add-on service for InTouch Follow-Up customers. We are launching an online payment service to assist with purchasing your text messages. After analyzing customer text usage and predicted future usage of the new features, we are now offering bundles to cater to the majority of text message users.

Text message features are enabled when you pay for a text bundle each month (and will be disabled if payment is declined).

To get you started we have already sent or will shortly send you an invoice for your first bundle for each of your clubs, simply click the link to sign up for your online payment account and pay via credit card.

Please have your club’s account or billing manager follow the instructions on their monthly invoice to set up an account and purchase your desired text package. Please contact billing@intouchfollowup.com if you have any questions about how to pay for your text messaging.

4.6 Text Usage Alert

To help you keep track of your club's Text Message usage, we've added an automated alert that can email you when your club is approaching 80% of its monthly text message bundle allowance. 

Anyone that is listed with a permission of Administrator will automatically be added to this email alert when your club has the Text Features enabled (Refer to Section 4.5). We recommend you whitelist or add "donotreply@intouchfollowup.com" as a contact so this alert doesn't go to a spam filter.

To view or change who receives this alert: