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Twilio

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Twilio is used to send text messages to your customers. You will use this to manage your company's SMS numbers.

Configuring Twilio

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Configuring Twilio

1. Logon to Twilio. You will come to the default dashboard page

2. Click the ellipsis under the house icon on the left-hand side

3. Under Super Network, go to phone numbers > manage numbers > active numbers. This will display all of the numbers your company can send SMS from. This is essentially an IP for an email.

4. Select a number

5. Scroll down to Messaging. Messaging automation needs to be set up in order to for SignupApp to get the information. 

Under Messaging complete the following fields: 

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Required information for SUA to talk to Twilio:

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You will need to coordinate the following with Twilio. 

SignupApp

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Signup Errors

When an error occurs during sign-up, you will need to set up the Twilio information in SignupApp. SignupApp is used as the scaffolding know why the opt-in failed. These error statuses will appear on the dashboard in Twilio and will define why the customer didn’t make it on the list.

https://www.twilio.com/docs/sms/api/message-resource#delivery-related-errors

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SignupApp

Next, you will need to set up the Twilio information in SignupApp. SignupApp is used as the scaffolding or the structure that is going to handle the lifecycle of people that get signed up for SMS campaigns. SignupApp will also manage the opt-ins for SMS signups.

SMS Code Setup

1. Log in to SignupApp

2. Select SMS lists at the top of the page then click on SMS CODE SETUP.

3. Click + sign in the lower right-hand corner of the screen to set up a new SMS code.

4. Complete the following fields:

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To the far right of a record there is a button that allows you to unsubscribe the customer from the SMS list

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Creating a Paid SMS List

1. Navigate to SMS LISTS.

2. Click + sign in the lower right-hand corner of the screen to set up a new Paid SMS List.

3. Complete the following fields:

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Website Plugin

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You will need to set up the WordPress plugin for your website in order for your website to be able to talk to SignupApp. This plugin setup requires a token from SignupApp. Follow the instructions below to complete this setup.

1. Log into WordPress (threefold site) as an admin

2. Select 'Middleware 2' along the left-hand side

Info

You will need to have a Middleware plug-in set up for this to work. Make sure they are on the latest version of the plug-in so that the SUA integration is available. If it's not there then you will need to talk to threefold and upgrade to the latest version. Here are the instruction for tasks associated with upgrading the middleware plugin for SMS in the refactored Blueshift instances. Middleware Authentication Plugin for SMS

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Info
This code is not the same as the phone number 'shortcode' we have been referencing for SMS. This is a predefined snippet of PHP that can be reused throughout your website. This code is universal across clients with the exception of the list code which you will need to fill in.

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Signup Errors

When an error occurs during sign-up, you will need to know why the opt-in failed. These error statuses will appear on the dashboard in Twilio and will define why the customer didn’t make it on the list.

https://www.twilio.com/docs/sms/api/message-resource#delivery-related-errorsIf there is an issue with a user signing up, SUA will determine which error code to display. You can customize the message the end user sees - instructions below.

/wiki/spaces/TCT/pages/43249008769

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Signup Logic

To avoid a customer signing up to a new SMS list with a different phone number but the same email address, the logic was written such that it only checks the phone number against currently subscribed SMS list members with the same email address.

Meaning, if a customer is subscribed to an SMS list with email1@domain.com and phone number 123-456-7890 and tries to signup for another SMS list with the same email address (email1@domain.com) and new phone number 098-765-4321, they would not be able to signup since there is already an email to phone number relationship that exists in SUA2.

Blueshift

Next, you will need to set up the content, campaigns, and connection to Twilio in Blueshift. Blueshift is used to create SMS content and target subscribers. The content will then be sent from Blueshift and out through Twilio.

Creatives

SMS creatives aren't much different than Email creatives in Blueshift. Follow the instructions below to create an SMS creative.

1. Navigate to Creatives.

2. Select SMS.

3. To create a new SMS creative, click +TEMPLATE in the upper right corner of the screen.

4. Enter a name for your creative and click OK.

5. Enter any tag folder/tags you wish to use.

6. Click Content.

7. Add your content on the left side of the screen.

8. A preview of your content will appear on the right side of the screen. By default, you will be previewing the content as a customer named Jane Doe. You can search for and select a different customer if you choose to do so.

9. Click Save.

10. Click Test Send.

11. Send a test text by entering the phone number you want receive the test and click Send.

Events/Transactions

When a customer subscribes/unsubscribes to a fulfillment SMS list, the fulfillment_sms_subscribe/unsubscribe event is added to their profile. This event triggers an update to the subscription transaction, sets the sms_active to either true or false and adds the sms_list_code attribute (this is the SMS list code that’s being used in SUA2).

Additionally, the phone number attribute at the user level is updated with the phone number that was present in the fulfillment_sms_subscribe event.

Segments

1. Navigate to segments.

2. Click +SEGMENT

3. Under the “What type of segment do you want to create?” section select Basic or Advanced Segment

4. Under the “What do you want to segment on?“ section select the Transactions radio button and then subscriptions from the drop down menu

5. Enter a name for the segment.

6. Click + to add a condition.

7. Make the following selections:

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Transaction is:

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subscriptions

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With the following attributes:

item_code | is equal to | [enter the pub code from SUA here]

AND

sms_active | is equal to | True

SMS Campaigns

SMS campaigns are the basically same as email campaigns with one main difference: Instead of selecting email, you will select SMS.

However, if a customer subscribes and opts-in to an SMS list with email1@domain.com and phone number 123-456-7890, then opts-in to a different SMS list with a different email address (email2@domain.com) but the same phone number (123-456-7890), the signup will go thorough. In the event that a customer is opted-in to an SMS list, then subscribes to the same SMS list using a different email address but the same phone number, the new signup becomes the new record and the original record is unsubscribed. Additionally, the fulfillment_sms_unsubscribe event is sent to Blueshift for the original record. This way the customer would not receive two SMS messages to their phone for the same list.

In the refactored instances of Blueshift we are doing additional validation so, post migration, counts will differ from the legacy instances. In the legacy instances we were recording signups with email addresses regardless of whether they were associated with a subscription. For the initial data migration to the the refactored instances, we will only bring over email addresses tied to a subscription.

Post migration, we’ll make a MW API call and use the subscription reference to make sure the correct email address is associated with the signup. This will account for email and L type logins.

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Blueshift

Next, you will need to set up the content, campaigns, and connection to Twilio in Blueshift. Blueshift is used to create SMS content and target subscribers. The content will then be sent from Blueshift and out through Twilio.

Creatives

SMS creatives aren't much different than Email creatives in Blueshift. Follow the instructions below to create an SMS creative.

1. Navigate to Creatives.

2. Select SMS.

3. To create a new SMS creative, click +TEMPLATE in the upper right corner of the screen.

4. Enter a name for your creative and click OK.

5. Enter any tag folder/tags you wish to use.

6. Click Content.

7. Add your content on the left side of the screen.

8. A preview of your content will appear on the right side of the screen. By default, you will be previewing the content as a customer named Jane Doe. You can search for and select a different customer if you choose to do so.

9. Click Save.

10. Click Test Send.

11. Send a test text by entering the phone number you want receive the test and click Send.

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Events/Transactions

We have broken the SMS events out into two separate events. The first one for the initial signup (prior to opting in) and the second one is sent after the customer has completed the opt-in process by sending in the correct confirmation message. Doing this allows you to target customer via email if they have not completed the opt-in process. See the SMS Campaigns section below for more details.

When a customer subscribes to a fulfillment SMS list, the fulfillment_sms_subscribe event is added to their profile with the following attributes:

{  
"email": "emailaddress@email.com", 
"phone_number": "+12345678900", 
"event": "fulfillment_sms_subscribe",  
"item_code": "XXX",  
"subscribed": true,  
"sms_list": "XXXSMS",  
"sms_active": false,
"subscription_id": "000000000000"
}

This event triggers an update to the corresponding subscription transaction, sets the subscribed attribute to true along with adding the sms_list (this is the SMS list code that’s being used in SUA2). However, on the subscription transaction, sms_active is set to false because the customer has not completed the SMS opt-in process.

When the customer replies with the correct confirmation message (ex. CONFIRM PUB), the fulfillment_sms_optin event is added to their profile with the following attributes:

{
  "email": "ayeager@14west.us",
  "event": "fulfillment_sms_optin",
  "item_code": "SFT",
  "phone_number": "+14434155221",
  "sms_active": true,
  "sms_list": "SFT_SMS",
  "subscribed": true,
  "subscription_id": "000061599367"
}

This event triggers an update to the corresponding subscription transaction and sets sms_active to true.

If a customer unsubscribes to the SMS list, the fulfillment_sms_unsubscribe event is added to the user profile and the sms_active and subscribed attributes are set to false.

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Segments

1. Navigate to segments.

2. Click +SEGMENT

3. Under the “What type of segment do you want to create?” section select Basic or Advanced Segment

4. Under the “What do you want to segment on?“ section select the Transactions radio button and then subscriptions from the drop down menu

5. Enter a name for the segment.

6. Click + to add a condition.

7. Make the following selections:

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SMS Campaigns

SMS campaigns are the basically same as email campaigns with one main difference: Instead of selecting email, you will select SMS.

1. Navigate to Campaigns.

2. Click +CAMPAIGN in the upper right corner of the screen.

3. Select One Time Send.

4. Enter a name for the campaign and click OK.

5. Start setting up the campaign as you usually would. Add tag folder/tags, select the start date and time, and select the segment.

6. Click Save

7. Click Add your first trigger and select SMS.

8. From there select the template you would like to use.

9. Select the Twilio adapter. Choices will be limited to SMS adapters only.

10. Click Create Trigger

11. Click Launch

Non-Optin Campaign

Anchor
nonoptincampaign nonoptincampaign

1. Navigate to Campaigns.

2. Click +CAMPAIGN in the upper right corner of the screen.

3. Select One Time Send or Segment Triggered.

4. Enter a name for the campaign and click OK.

5. Start setting up the campaign as you usually would. Add tag folder/tags,

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1. select the start date and time, and select the segment.

   1. The segment would include customers who have the fulfillment_sms_subscribe and NOT the fulfillment_sms_optin event on their profile.

2. Click Save

3. Click Add your first trigger and select

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1. Email

2. From there select the email template you would like to use.

3. Select the

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1. email adapter

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1. to use for the mailing

2. Click Create Trigger

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1. Click Launch

Omni-Channel Campaigns

Omni-Channel campaigns allow you to send messages to customers using different communication channels such as Email, SMS and Push. Here we are focusing on Email and SMS.

1. Navigate to Campaigns.

2. Click +CAMPAIGN in the upper right corner of the screen.

3. Select

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1. Segment Triggered Send

2. Enter in the name of the campaign and click OK.

3. Start setting up the campaign as you usually would. Add tag folder/tags, select the start date and time

4. Click Save

5. At the Journey Start select a subscription transactional segment. (This should be a segment that does not already contain the sms_active criteria)

6. Click Add you first trigger and select Email

7. From there select the template you would like to use along with the appropriate adapter

8. Then click the + button on either the left or right of the email trigger

11. Select SMS

12. From there add a filter on the SMS trigger that uses the sms_active attribute and set that equal to true (see screenshot)

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13. Click Save

14. Select the SMS Template for the SMS Trigger

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