I've been texted, what do I do?

How do I reply?

There are several ways to navigate between the different items of a text message. Many of those ways are described in the next section. Here I will describe the quickest way to reply from the email you received.

  1. Use the link in the email to view their student record.
  2. (Optional) Check the mobile number field on their record and make sure it is formatted like this: (xxx) xxx-xxxx Why?
  3. Towards the top of their record there is a Send SMS button. Click it. Image
  4. This screen has 5 parts
    • Sender ID - Leave this as is. It is the number you are sending as, so this is the number the student will be texted by.
    • Selected Numbers - This section shows you the student’s number that you will be texting. If you do not see a number here go back to step 2 and complete the optional task.
    • Use Templates - This is where you can select a template to fill in your text message. The available templates are created by University Advancement. This is not required.
    • SMS Text - This is your message. If you chose a template it will appear here, and can be altered for this message. Otherwise you may begin typing any message you want.
    • Send to optout members - This will default to yes, and means that even if the student has indicated they do not want to be texted this text will still be sent. When doing a one off text like this you will want to leave it as yes in most cases.
  5. Once completing the 5 part screen you may click ‘Send’ at the top or bottom of the page. Image

How do I find texting records without the email?

If you’re interested in looking at what messages the student has received or what messages the student has sent us; then this section is for you.

For all navigation you should begin on the contact record of the student you are interested in. You may get the link from the email, use the system search feature, or find them in one of your reports.

  1. Viewing messages we as an institution have sent to the student.
    • These are called SMS History
    • You can find them in the links at the top of the contact record Imageor towards the bottom of the record in the Realted Lists Image
    • You can use the preview area here on the contact to see some quick information in a list of texts, click the Record Number to drill into a text message to view other information that may not be present here.
    • The list of messages are ordered oldest to newest.
  2. Viewing messages the student has sent us.
    • These are called Incoming SMS
    • You can find them in the links at the top of the contact record Imageor towards the bottom of the record in the Realted Lists Image
    • You can use the preview area here on the contact to see some quick information in a lists of texts, click the Incoming SMS Number to drill into a text message to view other information that may not be present here.
    • The list of messages are ordered oldest to newest.

Tip: When drilled into a message you may return to the contact by using the back button on your browser, or by clicking on the contact name in the SMS record.

What do I do with the task record?

The task record is a reminder. You may not be able to get to your replies right away, and you may have a lot of emails, so you might not want to keep them in your inbox as a reminder.

In the CRM you can find a list of all tasks assigned to you by clicking on your Home tab in the upper left of your screen. Image Here you will have a My Tasks section Image

Tasks assigned to you will also be directly tied to the student’s record that texted you. So if you are already on the contact page you can find them in the links at the top of the contact record, or towards the bottom of the record in the Realted Lists.

When you have completed responding to a student, it will be important to visit the task record and mark it as completed so it doesn’t bother you any more. There are three ways to mark a task as completed.

  1. If you use the link from the email you will be brought directly to the task record.
    • Click Edit
    • Change the Status field from In Progress to Completed
    • Click Save
  2. If you are viewing your tasks from your Home page you will have a list of all tasks.
    • If you have more than one, be sure to identify the correct one visually by checking the Subject column for SMS Notification and the Name column for the student that you replied to.
    • Then click the X in the far left column next to the row you want to mark as completed.
    • Click Save
  3. If you are viewing a task on a specific contact record.
    • Hover over the link at the top or scroll down to the related list
    • Click the blue Cls link
    • Click Save
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Published date: 06/08/2017 8:48PM
Last updated: 06/08/2017 10:36PM (Tanis Irwin)
Author: Tanis Irwin
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