Twilio

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

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: 

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:

Required information to set up Blueshift adaptors:

Blacklisting and Validation

You will need to coordinate the following with Twilio. 

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-errors

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:

The Twilio credentials can be found by navigating to the SMS Setup Codes section and under the SMS code actions you will see a button called “Show Twilio Credentials.”

SMS List Keywords

To navigate to this section go to SMS lists > SMS list keywords

In this section you will find the default keywords and the reply messages they are associated with. In addition to these you can create custom keywords that will allow you to send a custom reply.

To do this click on the orange plus button located in the lower right hand side of the page. Here is an example:

If a customer texts OFFER to the short code then they will receive the reply message that is set.

SMS List Members

To navigate to this section go to SMS lists > SMS list members

In this section you can see the customer that are subscribed, unsubscribed, and those that are pending a welcome text

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

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:

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.

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

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

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

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

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"]

Signup Errors

If 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

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.

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.

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 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 attribute is set to false.

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:

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

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 Segment Triggered Send

4. Enter in the name of 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

6. Click Save

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

8. Click Add you first trigger and select Email

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

10. 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)

13. Click Save

14. Select the SMS Template for the SMS Trigger

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

16. Click Create Trigger

17. Click Launch