Twilio
Twilio is used to send text messages to your customers. You will use this to manage your company's SMS numbers.
Configuring Twilio
Logon to Twilio. You will come to the default dashboard page
Click the ellipsis under the house icon on the left-hand side
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.
Select a number
The number of phone numbers that appear here will vary by client. Each phone number can only be assigned to one LLC. Splitting numbers across an LLC will break customer boundaries.
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:
CONFIGURE WITH | Select Webhooks, TwiML Bins, Functions, Studio, or Proxy |
A MESSAGE COMES IN | Select Webhook, then, copy and paste the URL below. {code} https://twilio:Hs3JGbJv@twilio-route-14west-spine-webhook-publisher-prod.apps.c3.balt.ocp.14west.io/camel/ingest/twilio#ct=10000&rt=15000&rc=3&rp=5xx,ct,rt&e=ashburn,umatilla {code} |
6. Click Save
Gathering Info for SUA and Blueshift
Gather the following information from Twilio for inputs in SUA and Blueshift.
Required information for SUA to talk to Twilio:
Phone Number |
|
Account SID | Located on the main dashboard page in Twilio |
Auth Token | Located on the main dashboard page in Twilio |
Required information to set up Blueshift adaptors:
You won’t be setting up the adapters in Blueshift but you will need to provide the below information via a ticket to get it set up.
Phone Number |
|
API Key SID | Located under settings in Twilio |
API Secret | This pops up when you create an API key. You will need to copy it save it then or else it will be lost. |
Account SID | Located on the main dashboard page in Twilio |
Auth Token | Located on the main dashboard page in Twilio |
Blacklisting and Validation
You will need to coordinate the following with Twilio.
Blacklisting | You will need to coordinate with our Twilio rep, Dominique Kaittinat <dkiattinat@twilio.com> on the handling of your own opt-in/opt-outs. This needs to be setup correctly/requested appropriately on the application. "Correctly" in this instance means the blacklisting feature is NOT being utilized. SUA is handling the opt-ins/outs, not Twilio. |
Validation | You will need to add free Twilio validation service to the forms for your phone numbers to ensure the customer is added to correct list. This will ensure no international customers sign up to domestic lists. The following documentation from Twilio will help you set this up, but feel free to engage Dominique for direction first. |
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
Log in to SignupApp and navigate to SMS CODE SETUP.
Click + sign in the lower right-hand corner of the screen to set up a new SMS code.
Complete the following fields:
SMS Provider | Select Twilio | |
Twilio Account Token (Called "Auth Token" in Twilio) | Varies, copy and paste from the Auth Token field in Twilio. This will be found of the main dashboard. To copy, select Show, then select and copy the token. | |
Twilio SID (Called "Account SID" in Twilio) | Varies, copy and paste from the Account SID field in Twilio. This will be found on the main dashboard. | |
Code Type | Select Long for full length phone numbers and Short for short codes. | |
SMS Code | Varies, copy and paste from the Phone number field in Twilio. | |
Basic Default Messaging Keywords: | These messages will be sent as replies when the corresponding keyword is sent to the phone number. These default messages can by overridden, but all verbiage (including default messages) must be approved by legal before go-live. | |
Save | A message will be sent instructing the customer to contact customer service. | |
Help | This message provides the customer with instructions on unsubscribing when they request help. | |
Info | This message will be sent to the customer when they request more info. They will be sent a link to the terms and conditions. | |
Unsubscribe | Comfirmation customer will receive when successfully unsubscribed. This will stop all message that come from this number. NOT just from a specific list. | |
Fallback | "Fallback" is used as a catchall and will be sent when SignupApp doesn't understand the request. | |
Creating a Paid SMS List
Navigate to PAID SMS LISTS.
Click + sign in the lower right-hand corner of the screen to set up a new Paid SMS List.
Complete the following fields:
List Code | Enter a list code for identification purposes. Customers will be required to include this list code in their text responses. The SMS codes (phone numbers) are most likely going to be used for multiple list. This will identify which list the customer is contacting us about. (Opt in, unsubscribes, etc) This is a free form field. |
List Description | Enter a descripiton of the list here. |
List Channel | This will default to SMS. |
List Type | This will default to Paid. |
SMS Code | Select the phone number (SMS code) set up previously. |
Item Number | Enter the paid list that this phone number will be supporting. This field is required for profile validation and is helpful when creating segments in Blueshift. If the item number is not added or is added incorrectly, it could be added to the wrong customer number and email pair. SUA does not currently check the contents of this field for a vaild item number. Please be mindful of typos. |
Default Messages | These messages are specific to the individual list (rather than the phone number which might have multiple lists attached) and will be sent when a reply from the customer is required and/or when a reply from the customer is received. Update all of the placeholders within the default messages. All messages must include the list code. These default messages can be overridden, but all verbiage (including default messages) must be approved by legal before go-live. |
Opt In | Customers will be required to confirm or opt in to their subscription. They will be reqired to reply with "COMFIRM" followed by the list code. (Example: COMFIRM XYZSMS) There is no time limit to opt in, but failure to do so or failure to do so correctly will prevent the signup process from completing. If a customer attempts to signup again in the interim, the original signup and opt in will be replaced by the new one. If they have already opted in to the original signup, nothing will happen with the new signup. Customers will not exist in Blueshift until they opt in. |
Unsubscribe | Comfirmation customer will receive when successfully unsubscribed. This will stop messsages from the specific list. |
Welcome | Welcome message sent to a customer when they submit a signup. This message include various instructions including confirming a signup/opting in. Instructions to unsubscribe, get info, and get help are also included. If a customer is requesting to unsubscribe and replies STOP without a list following, they customer will be unsubscribed from all lists attached to that phone number instead this specific list. |
Info | This message will be sent to the customer when they request more info. They will be sent a link to the terms and conditions. |
Help | This message will be sent to the customer when they request help. The message includes information on how to unsubscribe, as well as customer service contact info. |
Website Plugin
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.
Log into WordPress (threefold site) as an admin
Select 'Middleware 2' along the left-hand side
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
3. Go to the integrations tab
4. Set up the Signup App Integration in the 'Sign Up App 2 Production Settings' section
5. Enter in Affiliate admin token from SUA.
To find the token:
6. Log into SignupApp
You must be an affiliate admin in order to have access to the user token.
7. To locate the user token, navigate to the USERS tab
8. Locate yourself
9. Click on the Update User icon
10. Click on the Token tab
11. Click Reveal Token
12. Select and copy the token
13. Back in WordPress, enter the SUA URL for the production URL. (Use their SUA UAT URL for 'UAT URL, if needed)
14. Design your webpages
Site page has to be behind a login
15. Use SMS shortcode provided by Threefold
16. Replace the list code placeholder with your list code.
[agora_signupapp2_sms listcode="{list_code}" validate="true" subscribe_check="true"]
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.
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.
Navigate to Creatives.
Select SMS.
To create a new SMS creative, click +TEMPLATE in the upper right corner of the screen.
Enter a name for your creative and click OK.
Enter any tag folder/tags you wish to use.
Click Content.
Add your content on the left side of the screen.
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.
Click Save.
10. Click Test Send.
11. Send a test text by entering the phone number you want receive the test and click Send.
Segments
Navigate to segments.
Click +SEGMENT.
Enter a name for the segment.
Click + to add a condition.
Make the following selections:
Transaction is: | sms_list |
With the following attributes: This is just an example of a simple segment | unsubscribed_sms | is equal to | False AND sms_list_code | is equal to | [enter the list name from SUA here] |
The SMS transaction MUST be stared (click on the star) in order for the right phone number to be picked up for sending.
Customers will not exist in Blueshift until they have confirmed their SMS subscription
If a customer texts stop to unsubscribe, they will stay in Blueshift, but are set to inactive