With our Text Messaging product, your agency gets a unique text messaging number which is used to send and receive unlimited text messages from your customers. The text messages are automatically saved under a customer's Text Message Conversation Pane and Activity tab to create a clear record of communication. Once saved to the Activity tab, the text messages cannot be edited or deleted which is ideal for errors and omissions. 


The Text Messaging Admin has the ability to customize the Text Messaging product in several ways. They can customize the automated replies, they can change the notification preferences, and they can share their text messaging number with the organization's branches. 


TABLE OF CONTENTS



Did you know? - You can click on the images in our articles to make them bigger!

Customize Automated Replies


An automated reply is sent for the first incoming text from the customer during every 6-month period. By default, the automated reply states: "Thank you, we will respond as soon as possible. No coverage is bound until specifically confirmed. Please note that multimedia messages are not supported." 


If someone calls the text number, they receive an automated voice reply. By default, the automated reply states: "This number only accepts texts. Please call our main office number directly." 


As the Text Messaging Admin you have the ability to customize these automated replies if desired. You also have the ability to enable the EZLynx Virtual Agent or Eva. Eva has the ability to automatically send your customers their Auto ID cards when requested so you don't have to! To learn more, see: EZLynx Virtual Agent (Eva) Settings


1. Hover over the Communication Center icon. 

2. Click Settings under Voice & Text 



3. Under General Preferences, check the Customize option for the automated replies. 

4. Type the message you would like the system to automatically reply with. 



5. Once you've made all the changes, click the Save changes button. 



Did you know? The General Preferences tab is also where you can find your agency's text number. The Assigned Number is the text messaging number for your agency as a whole and should be provided to your customers so they can text you. The easiest way to do this is to send an Email Campaign. See: Schedule a Campaign


Notification Preferences 


By default, every user in the agency receives a Workspace Notification for every incoming text message. From the notification, you can navigate to that customer's account or reply to the text message. This is really useful so you do not need to move away from what you are currently working on to continue communicating with your customer. 


Also, when an incoming text is from a number that does not match to any customer account, the text is designated as Unresolved. This could also happen if the phone number matches the phone number for multiple accounts. By default, any time an unresolved message is received every user in the agency is notified via Workspace Notification. 


As the Text Messaging Admin you have the ability to change these preferences to designate specific users to receive the notifications for both situations if desired. 


1. To change the notification preferences, hover over the Communication Center icon.

2. Click Settings under Voice & Text. 



3. Click Notification Rules.

4. Click Edit.



5. Un-check the All Users boxes. 

6. Use the Select Specific Users box to locate the users you would like to receive the notifications, or check the Notify Assigned User. 

7. Once the changes are made, click the Save button. 



Note! For All received text messages, the customer's Assigned To Agent will receive an email about the text along with the Workspace Notification. This email notification preference cannot be modified by the Text Messaging Admin at this time. 

Sharing your Number with your Branches


If your organization has multiple agencies or locations, there are two ways you can setup the Text Messaging product. 


  1. The Main Office and the Branch Offices each have their own separate text messaging number. This is the recommended option because it will allow each location to customize their own notification rules and auto-replies to fit their preferences. 
  2. The Main Office and the Branch Offices share the same text messaging number. 


1. To share your number with your other locations, hover over the Communication Center icon. 

2. Click Settings. 



3. Under Agency Phone Number, check the Allow my sub-agencies to share my text message phone number. 

4. Select the locations you would like to share the number with. You can select one, some, or all if you would like by holding CTRL on your keyboard. 

5. Once all the changes have been made, click the Save Changes button.