Texting a Lead or Customer Outside of the Schedule

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This guide covers how to manually send text messages to Leads or Customers outside of scheduled communications. If you have manual texts scheduled as part of your Collection or Lead Follow-up workflows, those items appear on your outstanding list for completion. However, you also have the ability to send text messages to Leads or Customers outside of that scheduled workflow. The steps for texting Leads or Customers are the same and allow you to send communications, as needed, outside of regularly scheduled communications.

Note

Italicized terms represent clickable icons on the specific screen being discussed.

Terms in blue are links to additional information about the described functionality.

Text permission must be received to be able to text a Lead or Customer.

Open a New Text Message

(A) Text icon - This is located in the information ribbon in every interaction card (Lead, Customer, or History). Click to open a blank text message in the bottom right corner of the interaction card. To access additional phone numbers, proceed to step (B). Otherwise continue to step (D) to learn how to compose the text. If you do not see an additional phone number, that means there isn't one saved for the Lead or Customer.

(B) Phone dropdown - Click to access additional phone numbers saved to the record. The steps to send a text message to these additional phone numbers is the same as sending a message to the primary number, step (A). Not every Lead or Customer will have multiple phone numbers so nothing may appear in the dropdown with the exception of (C) Add New which allows you to add additional phone numbers to their record. Note: For Customer records, additional phone numbers will only be saved in CallPotential and do not transmit to your PMS.

Compose Your Text Message - Note: All text messages will automatically contain a link that can be used to unsubscribe from these notifications.

(D) Compose message - Type the message inside the text body. Note: You can click the edge of the text window to increase or decrease its size on your screen.
(E) Template icon - Click to access messages pre-configured by your management team.
(F) Send - When finished composing and editing your message, click to send the text. Note: After sending the message, a confirmation message will appear at the top of the interaction card indicating the message was successfully sent.