Conversica's Alert Method: SMS Alerts

If a user is working leads or manages leads for other users, they have the option to receive Conversica alerts via SMS text message. When a user is initially signed up for SMS alerts, we will confirm their opt-in as an added layer of consent and security to ensure only the intended recipients receive these alerts. SMS alerts will only be sent to users who have confirmed their SMS phone number by replying to our Opt-in Message.

Table of contents

• How to Sign Up
• Opt-In Process
• Opt-Out of SMS Alerts
• RingCentral Users

How to Sign Up

Users can be signed up to receive SMS alerts in Alert Settings.

• Conversica can only send SMS alerts within the US to US phone numbers. International SMS is not supported at this time. 
• Admins can sign individual users up for SMS alerts by editing the Alert Settings within an individual user's account as they add or edit a user. To ensure a user can receive SMS Alerts, follow the steps below.

In Conversica

1. Navigate to  Users, Profiles, and Teams.
2. Hover over the desired user, and click Edit.
3. Check Yes under Opt-in to SMS Alerts.
4. Enter the user's preferred SMS Phone Number. (Note: If the user was previously opt-out, but is being opt-in, verify the existing phone number is still their correct mobile number)
5. Update alert settings as desired.
6. Save changes.

Note: Admins can also sign multiple users up for SMS alerts from Settings > Alert Settings or by editing the Alert Settings within an individual user's account as they add or edit a user.

• Users with dashboard access can sign up for SMS alerts by editing their User Settings.

Opt-In Process

When signing a user up for SMS alerts, the acknowledgment message will appear below:

A confirmation opt-in message will be delivered to the SMS phone number that was entered in the user's account.

On the Recipient's SMS Phone Number:

1. Once a user is opt-in to SMS Alerts, they will receive the following opt-in message from Conversica delivered to their mobile phone:

Opt-In Message:

2. If the user agrees to receive SMS alerts, they should reply Yes.
3. The user will then receive a welcome message from Conversica:

Welcome Message:

4. Going forward the user will receive SMS text alerts from Conversica. Each alert will be appended with a subscribed message where the users can get help or opt-out of alerts: 

Subscribed Message: 

Existing Users

How to Tell if a User is Opt-In

The subscription status for each user can be reviewed in Conversica. To determine if a user has elected to receive SMS notifications, follow the steps below.

1. Navigate to  Users, Profiles, and Teams.
2. Hover over the desired user, and click Edit.
3. Review the Opt-in to SMS alerts options. If Yes is selected, the SMS Phone Number will be displayed. 

Pending SMS Opt-In

If a user has selected one or more types of SMS alert under Custom Alerting but does not have an SMS phone number on their account, has not replied "Yes" to the Opt-in Message, or has opt-out of SMS alerts, the following error icon will appear in the Alert Settings under SMS Alerts:


To resolve this error, the user must be signed up for SMS alerts in Conversica, and confirm opt-in on their device.

Resending the Opt-in Message

It is possible to resend the opt-in message when necessary. This can be helpful if a user who had opted-out previously would like to receive alerts. Follow the steps below to resend an opt-in message.

1. Navigate to  Users, Profiles, and Teams.
2. Hover over the desired user, and click Edit.
3. If the user is listed as Pending and did not receive an initial opt-in message, verify their phone number is entered correctly.
4. Click on Pending.
5. Re-send “Confirm sign-up” text message? is displayed. Click Yes.
6. If the user has unsubscribed, enter the user's Phone Number.
7. Update alert settings as desired.
8. Save changes.

Opt-Out of SMS Alerts

There are three ways users can opt-out of SMS alerts if they no longer wish to receive text alerts from Conversica.

1. If a message recipient replies to any Conversica SMS alert with STOP, CANCEL, UNSUBSCRIBE, END, or QUIT Conversica will send an unsubscribe message and update the user's opt-in status and no further messages will be sent:

• Opt-out Message: You are unsubscribed from Conversica alerts. No more messages will be sent. Reply HELP for help or call 1-888-633-7738.

2. It is also possible for Admins and managers to opt-out a user out of SMS alerts from the dashboard. Follow the steps below to disable SMS Alerts this way.
   1. Navigate to  Users, Profiles, and Teams.
   2. Hover over the desired user, and click Edit.
   3. Check No under Opt-in to SMS Alerts.
   4. Save changes.
3. Users with dashboard access can opt-out of SMS alerts in their User Settings.

1. Navigate to User Settings.
2. Click the user name.
3. Scroll down to Miscellaneous Settings > Custom Alerting.
4. Check No under Opt-in to SMS Alerts.
5. Save changes.

Note: If a user is opt-out of SMS Alerts, but wishes to receive them in the future, they can be opt-in. Refer to the instructions above for Opt-In Process to sign a user up for SMS Alerts. Users can be opt-in and out of SMS alerts as many times as they prefer. 

RingCentral Users

Users are able to receive SMS short-code numbers through the RingCentral app on either desktop or mobile. However, they may encounter problems when attempting to respond with a "Yes" to the opt-in message. In such cases, please contact Conversica Support for further assistance. Support can be reached by phone (888-633-7738), email (support@conversica.com), or via the dashboard by clicking the question mark and then "Contact Support" in the upper right corner.

FAQs

Q: Can the same phone number receive SMS alerts in more than one profile?
A: Yes, the same phone number can receive alerts for as many different profiles as the user wants. 

Q: Can a phone number be in the "Pending" state (meaning a text has been sent to have the user opt into alerts, but the user has not opted in yet) in multiple profiles?

A: Yes, multiple profiles can have the same number be "Yes: Pending" for SMS, and a new opt in alert will be sent each time the phone number is added, but not opted in for. The user only has to reply "Yes" once and they will be opted in for all profiles (current and future) that their phone number is added to.

Q: If I opt out of text alerts can I opt back in?

A: Yes, a user can opt out and then opt back in as many times as they want.

Q: In what cases will a text message be sent via long code?

A: Conversica's SMS alerts are sent via short code in most instances. However, Conversica will still need to send a long code SMS alerts from Twilio when the carrier does not support short codes. There are two scenarios when SMS alerts must still be sent via long code:

• Most international mobile numbers.
• Some phone numbers block all messages from short codes. When this happens, we will resort to sending SMS alerts via long code.

Q: What is the difference between the Phone Number field and SMS Phone Number field in a user's account?

A: The SMS Phone Number field controls where mobile alerts are sent. SMS alerts will be delivered to any number entered in the SMS Phone Number field. The Phone Number field can be used to enter the user's office phone number if they would like it to appear on the user's account. The Phone Number field will not impact where SMS alerts are sent or which number appears in a Custom Signature.