SMS First

Course Overview 

SMS First 

Generally, in order to have conversations with leads through SMS, there is a 2-step verification process that includes emailing the lead first and then switching to SMS. 

The SMS First feature eliminates this first step, allowing you to start conversations via SMS, giving you a better engagement rate with your leads. 

In this training, we'll... 

1. Introduce the SMS First feature. 
2. Outline the requirements to use the SMS First feature 
3. Give an overview of how the feature works in conversations 

This feature is currently only available for customers with the following 

integrations: 

Salesforce 

Marketo 

HubSpot CRM and MAS 

Eloqua 

Standard API 

Velocify 

Microsoft Dynamics 

Pardot 

CSV over SFTP 

Oracle Sales Cloud 

Available Automotive Integrations: 

Vinsolutions 

More integrations are coming soon! 

Introduction to SMS First 

According to Pew Research, 85% of U.S. adults now own a smartphone, while 97% at least own a cell phone. This same study also found 97% of smartphone owners send text messages, making SMS the most used feature on smartphones. Not only does this mean that SMS gives us an opportunity to engage with leads through a device that nearly every consumer owns, but it also indicates that SMS is an invaluable communication method. 

The SMS First feature allows you to start conversations via SMS, giving you a better engagement rate with your leads. 

Requirements for SMS First 

To use the SMS First feature, the following requirements must be met 

An SMS First conversation(s) must be turned on in your account. Currently, SMS First only applies to the following conversations. Additional SMS First conversations will be added to this list overtime. 

Sales Revenue Digital Assisant: 

SMS First Winback 

SMS First Sales Attempted Contacts 

SMS First Interested Contacts 

Automotive Revenue Digital Assistant: 

SMS First Real-Time Lead Nurturing 

Also available in Spanish. 

SMS First Real-Time Certificate 

SMS First Auto Reengage 

If you submit any leads for Conversica to initiate conversations through SMS and the leads did not opt-in for SMS, you will be responsible for the cost of any particular lawsuits filed. 

You must only upload leads who have opted into SMS. 

Course Overview  Overview of SMS First Conversation Overview of SMS First Conversations 

Assuming all of the outlined requirements are met, all you need to do is upload the leads to Conversica either via an existing integration or the lead uploader and select an SMS First conversation. 

Note For a refresher on how to upload leads, visit the Importing Leads with 

the Lead Uploader article on our Help Center. 

Once the SMS conversation is initiated: 

If the lead responds positively (e.g. lead replies ‘Yes’) to the first SMS exchange, the Assistant moves them to the next exchange and asks to set up an appointment. 

If the lead responds negatively (e.g. lead replies ‘Stop’ or asks to be emailed instead) to the first SMS exchange, they are opted out of SMS or switched to the preferred communication method. 

Course Overview  FAQs 

FAQs 

Q What happens if the lead doesn’t respond to the initial SMS exchange? 

A If the lead doesn’t respond to the SMS exchange within 6 hours, they are moved to the follow-up exchange. 

Q Is there a UI component for customers for the SMS First feature? 

A No, not in the first phase of SMS First. The second phase of SMS First will include a UI component, allowing you to adjust the timing between exchanges and what exchanges are sent. 

Q How are we tracking health and performance for SMS? 

A Currently, we have an internal report with SMS metrics and health benchmarks. Please reach out to your Conversica contact for details on this report. Please keep in mind that this report is a short-term solution while our Product Team scopes out something that is more customer-facing.