Text messaging¶
How your business gets a number it can text customers from, and how each customer's permission to be texted is asked for, recorded and exported.
Texting customers needs two things, and Lupa keeps them separate:
- A registered business number. Your number is registered with the phone carriers once, for the whole business. Until the carriers approve it, you cannot send texts. See Registering your texting number.
- Each customer's consent. Every customer has their own consent record. Lupa warns you, or holds back automatic texts, when a customer has not agreed to be texted. See Getting customer consent.
Only admins can register the number, change a customer's consent, or use the Compliance tab. Technicians can see the Comms status page but cannot change anything on it.
Turn on text messaging¶
To start registering your number:
- Choose Settings in the left rail, then the Comms status tab.
- Choose Set up SMS / start TFV.
The registration wizard opens. You can also reach it from the first-run setup wizard, where the Messaging step has a Set up messaging button.
Approval typically takes one to three business days. While you wait, customers can already text you. Email works throughout.
In this section¶
- Registering your texting number: the wizard, the opt-in description, working while approval is pending, and knowing when you can send.
- Getting customer consent: asking a customer for permission, and customers who opt in by texting or calling you.
- Texting without consent, and opt-outs: what happens when you text a customer without recorded consent, and what STOP does.
- Consent across your customer base: the Compliance tab, chasing unanswered requests, and the CSV export.