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Overview

Toll-Free SMS Campaigns are like standard SMS Campaigns; however, they require a toll-free number. This Campaign Type sends messages to all the Leads inserted by the associated Workflow Automation. The Campaign will only use the Toll-Free number as the Caller ID; it cannot be used with Area Code-Based Caller ID.

Contents:

Before You Begin

  • SMS Toll-Free Campaigns also require an approved Toll-Free number. The approval process for a Toll-Free number can take up to 10 weeks.
    • Please contact your Customer Success Manager to ensure this has been completed. All SMS messages sent from the Toll-Free number will be blocked if it has not been approved.

  • SMS Toll-Free Campaigns do not require a Campaign Registry because they use Toll-Free numbers instead of standard DIDs.

Creating a Toll-Free SMS Campaign

1.) Click the Call Center main menu.

2.) Click the Campaigns menu option.

The Show Campaigns page will open.

Open Show Campaigns.png

3.) Click the Add Campaign button.

Add Campaign.png

The Create Campaign wizard window will open.

4.) Enter the name of the Campaign.

5.) Enter a Toll-Free number in the Caller ID field.

6.) Select SMS Toll-Free under Campaign Type.

Creating SMS TF Camp.png

  • If your Caller ID is not a Toll-Free number, you will get an error when trying to create your Campaign.

SMS TF Error.png

  • If the Toll-Free Caller ID number is not registered to the Account, you will get an error when trying to create your Campaign.

image-20240305-235128.png

6.) Click the Create Campaign button.

The Create Campaign wizard window will then show additional Campaign Settings.

Note: You can follow along in the Create Campaign wizard window to configure the Campaign by clicking the Next button or skip configuring these settings by clicking the Skip button. Either way, you will be walked through each section of the Campaign that needs to be configured. If you choose not to fill in the rest of these fields, you can still configure those fields on the Campaign Settings page after the Campaign is finished being created.

SMS Toll Free Camp Settings.png

7.) Click the Apply Changes button.

Note: Toll-Free numbers will need to undergo an approval process that can take up to 10 weeks. Please contact your Customer Success Manager to have a new Toll-Free number approved. All SMS messages sent from the Toll-Free number will be blocked if it has not been approved.

Change an Existing Campaign to SMS Toll-Free

1.) Click the Call Center main menu.

2.) Click the Campaigns menu option.

The Show Campaigns page will open.

Open Show Campaigns.png

Note: In the Show Campaigns page, SMS and SMS Toll-Free Campaigns won't show Dial Method, Dial Level, or Hopper Load Time since that information is not applicable to this type of Campaign.

SMS Campaigns on Show Campaigns.png

3.) Click the name of a Normal Campaign or click Settings in the Action gearwheel drop-down.

Open Campaign Settings.png

The Campaign Settings page will open.

4.) Select SMS Toll-Free from the drop-down on the General tab in the Campaign General Settings section in the Campaign Type field.

Changing Campaign Type to SMS TF.png

Note: Once a Campaign is switched to SMS or SMS Toll-Free, the Campaign Type will not be able to change. Only Normal Campaigns allow for the Campaign Type to be changed.

5.) Click the Apply Changes button.

SMS Toll-Free Campaign Settings vs Other Campaign Settings

An SMS Toll-Free Campaign will have different tabs compared to a regular Campaign.

An SMS Toll-Free Campaign will not have the Outbound Settings, Inbound Settings, Call Routing & Analysis, Auto Logout tabs, or the Advanced Configuration drop-down menu. 

Campaign Settings for Normal Type.png

Instead, the SMS Toll-Free Campaign will have an SMS tab and an SMS Routing tab.

SMS TF Settings.png

The Hopper tab for an SMS Toll-Free Campaign has minimal options compared to any other Campaign Type.

There is no control over the Hopper Level or Load Time, and you cannot use the Auto-Hopper.
In an SMS Campaign, the only control over the Hopper is with the Remove Hopper Entries Awaiting field.

  • This Hopper setting will remove any remaining messages in the Hopper based on the option selected:
    • Greater than 7 days.
    • Greater than 24 hours.

SMS TF Hopper tab.png

Configure the SMS Toll-Free Campaign

1.) On the Campaign Settings page, in the General tab, configure the following fields:

  • Campaign Name -  Name of the SMS Toll-Free Campaign.
  • Description - You can add a short description of this SMS Toll-Free Campaign (Optional).
  • Status - Set the Campaign Active or Inactive. The message "At least one Outbound SMS Number is required." 
  • Campaign Type - You can only set it to SMS Toll-Free.
  • Create Lead If Not Found - Setting this to Yes will enable the system to check if the incoming SMS number has not been found. The system will create a new Lead and save it on the Default List below.

SMS TF General Tab.png

Note: SMS Toll-Free Campaigns do not have a Custom Caller ID setting. Area code-based Caller ID cannot be used with this Campaign Type.

2.) Click the Apply Changes button.

 

SMS Tab

3.) Configure the fields in the SMS Settings section of the SMS tab.

  • Successful - The status to set the contact when the message was sent successfully.
  • Unsuccessful -The status to set the contact when the message was not sent successfully.
  • No DID Status - The status to set the contact when the message was not sent because the DID was not found.
  • No Mobile Number - The status to set the contact when the message was not sent because the DID was not a mobile number.

TF SMS Tab.png

There are Opt-In and Opt-Out settings below the SMS Settings on the SMS tab of the Campaign Settings page.

The SMS Template you created is linked to the following fields. 

Note: If the lead replies with "STOP" the system will use the Opt-Out message that can be configured under the SMS tab of the SMS Campaign. If the Opt-Out message is left blank, it will revert back to the default message "You've been removed from this list" when you save the settings for the Help Message.

 

Opt-In Settings

4.) Click the blue Add Opt-In Status button to add Opt-In Values.

5.) Enter a Value for the Opt-In Response in the Value column text field. 

Opt-In Settings SMS TF.png

6.) Select a Match Type in the Match Type column drop-down.

  • Contains - Response will be valid if the content contains the Value.
  • Exact - Response will only be valid if the content matches the exact Value.

7.) Select Opt-In from the Status column drop-down.

  • Repeat these steps for all Opt-In Values.

 

Opt-Out Settings

You cannot leave the Opt-Out Message and Help Settings blank by default.

  • Click the Add Opt-Out Status button to create more Opt-Out Statuses.

Opt-Out SMS TF.png

8.) Enter the Value in the Value column text field.

9.) Select a Match Type in the Match Type column drop-down.

  • Contains - Response will be valid if the content contains the Value.
  • Exact - Response will only be valid if the content matches the exact Value.

10.) Select Opt-Out from the Status column drop-down.

Note: You cannot leave this Opt-Out message blank; it will revert back to the default message "You've been removed from this list" after applying the settings.

 

Help Settings

10.) Click the Add Help Status button.

SMS Help Settings and Apply Changes.png

11.) Enter the Help message, Value, Match Type, and the Help Status for the Leads.

 Note: You can't leave this Help message blank, it will revert it back to the default message "To be removed text back STOP" after applying the settings.

12.) Click the Apply Changes button.

 

Hours & Schedule Tab

13.) Click the Hours & Schedule tab.

14.) Configure the following fields:

  • Start Time
  • End Time
  • Specific Start Date
  • Specific End Date
  • Time Zone

Hours:Schedule Tab SMS TF.png

Note: These settings will define the hours of operation for the SMS Campaign. The Start and End Time fields define the daily hours. Without defined hours, the Campaign will run for 24 hours. Specific Start Date and Specific End Date are only necessary for defining a specific date range for the Campaign to operate. 

15.) Click the blue Apply Changes button.

 

Next, you must link the SMS Template to your Campaign using Workflow Automation, and then it can start sending messages. 

 

 

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