SMS in DomicoCloud

SMS in DomicoCloud


Important!

Sending SMS from DomicoCloud requires an active, paid Twilio account. Domico does not provide access to a Twilio account nor are we affiliated. A Twilio account must be created and maintained by your organization. Domico Support may ask for access to this account during the initial configuration. Federal regulations prevent DomicoCloud from sending any SMS to a customer until they have explicitly opted to receive SMS from your facility. You cannot send mass texts from DomicoCloud, nor can you text anyone who has not explicitly opted-in.  If a customer opts to receive texts and changes their mobile number, they must opt-in again with the new mobile number. 


Creating a Twilio Account

The exact steps and screens shown below may change at any time.
We will update this page as we become aware of changes to the Twilio registration process. 


1.       Visit https://www.twilio.com/try-twilio and begin the registration process.




       2.      Twilio will send you an email to verify the account.

                  You will also need to provide a mobile number for two-factor authentication. 




       3.      After verifying and confirming your contact information, you’ll be asked some questions:

a.    Do you code? No

b.    What are you here to do? Get a Twilio number to use with a different service

c.     Which service/company are you integrating Twilio into? Other

 


      4.      You will be taken to your Dashboard. Click Get a Trial Number.



       5.      A pop-up will appear at the top of the page with a phone number. It will have the same area code as the mobile number you supplied. Click Choose this Number or search for a different number. 


6.      A new message will appear and confirm the new phone number. Click Done.

      7.      In the search bar in the top right, search for “phone numbers”:

            


Click the first result. You will be taken to the Active Numbers page. 


      8.      On the Active Numbers page, click the phone number:



You are now in the configuration menu for the phone number. Scroll down to the Messaging section:



      9.      In the field outlined above, replace the text with this URL: https://domicocloud.com/service/smsReceive.php  

      10.      Click Save, then the Home icon in the top left to return to the Dashboard.

11.      Back on the Dashboard are the three pieces of information required to integrate with DomicoCloud:

      Phone number      |       Account SID      |      Auth Token 


      12.    You will need to add company and billing information by clicking Upgrade Project.



Open a support ticket with Domico and a technician will contact you to retrieve the account details. After setup, they will also add the "SMS Opt-In" template to send to your customers. 






Opting in a Customer to Receive SMS


  1. The customer must have an email address on file to receive the opt-in form. 


  2. From the Quick Message list on the Tenant screen, select “SMS Opt-In” then Send. 


  3. You will be prompted to confirm the action: 

    Click Issue to send the email.


  4. Your customer will receive an email from your facility with a link included. It will look similar to this:

  1. Clicking the link will open a webpage containing the opt-in form:

  1. The first box will contain the customer’s mobile number. The is the number that will be opted-in to receive SMS communications. The customer should leave that as is. 
  2. The customer can choose any or all of the first three (3) items they would like to allow by ticking the checkboxes. 
  3. The fourth checkbox is required to opt-in to any of the services listed above it. 
  4. The customer should click “Opt in to Text/Messaging” to complete enrollment.

  1. After opting in, the customer will receive a confirmation message in their browser, along with instructions for the last step. 

  2. The customer must initiate communication by sending a text message containing the word “START” to your Twilio phone number. Your Twilio phone number is included on the form under “IMPORTANT.” In the example above, the phone number is hidden for privacy reasons. Your customer will see your Twilio phone number on the form. 




Using SMS in DomicoCloud



  1. To start a chat with a customer via SMS, click “(SMS Chat)” next to their mobile number: 



  2. A new window will open with the customer’s mobile number in the header:


You will see if the customer has not opted to receive SMS from DomicoCloud, as shown above.





  1. If the customer has opted in to receive SMS chat, this new window will include any past communications:

            

 A timestamp is included along with the staff username who sent the message. 




  1. Enable statements to send via SMS from the User Info tab: 



  1.        To send letters/notices via SMS, the delivery method for the notice must be “SMS.” 


Tips: 

  1. From the Widgets menu, open “Recently Unread SMS”. This will display new SMS on the home screen. 

  2. To see if a customer has opted to receive SMS, their Opt-In status is on the User Info tab:


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