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Sending SMS Messages

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G.J. Software is integrated with Twilio to support SMS functionality. Twilio integrations are managed by the Franchisor and configured under the Integration Accounts in System Variables.

View the message list

The SMS Messages screen shows a history of all message replies sent to the currently logged-in user. If there are no SMS messages the system shows the page with no results. If there is at least one message displayed a list of SMS messages ordered by Unread messages in the order in which they were received, then by Read messages in descending order with the most recently received messages showing at the top. 

Users will only see messages if the recipient replied to their message. However, if a client responds to a Milestone Event, the SMS will be sent to the assigned salesperson (if lead), administrator (if job), or Supervisor (if schedule).

Messages sent from a phone number that is not associated with any contact will be sent to all users with the Administrator System Role.

1Notification icon The notification icon displays the number of unread messages. 
2Search criteria The search bar refines the list by contact name, phone number, or message content. The date fields allow users to only display messages sent in a specific date range.
3Bulk update Bulk operations can be performed on multiple messages. Here users to Mark one more messages as read or unread.
4Filters The Show Messages filters further refine the list of messages.

Show Contact shows all messages received from phone numbers that are associated with an existing contact. These messages can be identified by the name discipline in the Contact column. Disabling this filter will hide all of these contacts from the list. 

Unknown Contact shows all messages received from a phone number that is NOT associated with a contact. These messages will not have any value in the Contact column. Disabling this filter will hide all unknown contacts from the list.
5SMS information All information about the SMS is available in the table. Clicking on the message will open a the Reply SMS Window. If the message is Unread it will be marked as Read. 

The SMS list is only visible if users meet any of the following conditions:

User has the View Contact or View Job Details office role permissions

User has the Salesperson System Role, View Leads office role permission and access to the specific lead.

View/Reply to messages

When a user clicks on the SMS messages from the table the system the SMS window appears showing the content of the message. 

1From Who the message was sent from. Click on the contact name to view their Contact Details. Messages sent from unknown contacts will not display a contact name.
2Message Full message body received from the contact.
3Reply Enter a response to send to the contact.
4Cancel / Reply Cancel sending a message or Reply to send a response.

The user can only reply to SMS messages if they meet any of the following conditions:

User has the Job Details, Contact, or Sales Lead Edit office role permissions

User has the Salesperson System Role, Edit Leads office role permission and access to the specific lead.

New message notifications

The user who triggered the message receives a pop-up notification as well as an icon counting the number of unread messages over the SMS icon in the top navigation menu. The flow of events is as follows:

  1. User sends an SMS to a recipient
  2. Recipient replies to SMS
  3. The system checks whether the response contained any opt-out keywords
    1. If yes, the recipient is unsubscribed from receiving SMS and the flow of events stops
  4. The system adds a value to the unread notification count
  5. The systems displays a pop-ip notification
Updated on November 6, 2021

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