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How Do I Set Up SMS/Text Messaging?

IN BRIEF
The SMS/Text Messaging feature in iClassPro allows businesses to send mass notifications to families, students, and staff. Before messages can be sent, SMS credits must be purchased, and key settings like headers, footers, signup messages, and available hours must be configured. Businesses should also update family policies to explain how SMS communication will be used.

Overview

The SMS/Text Messaging feature allows administrators to send time-sensitive updates directly to families and staff.

  • SMS messages require pre-purchased credits.
  • Only staff with “Admin Access” can purchase credits.
  • Rates vary by country:
    • United States/Canada: $0.03 USD per credit
    • Australia: $0.08 USD per credit, plus an additional monthly fee
    • New Zealand: $0.12 USD per credit
    • United Kingdom: $0.06 USD per credit
    • Other countries: contact iClassPro Support for availability and pricing.
  • Each SMS consumes at least one credit (based on the number of characters used).
  • SMS messaging is two-way communication. Direct replies from customers can be accessed from the Messenger Center.

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Accessing the Feature

  1. Navigate to SETTINGS>SETUP>GENERAL SETTINGS>SMS.
  2. Click on the pencil/edit icon to launch the SMS Settings window.

From here, you can configure message headers, footers, and available sending hours.

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Step-by-Step Instructions

Enabling the SMS/Text Messaging Feature (US only)

NOTE: Self-signup for SMS is currently only available for customers in the United States. For all other countries, please contact our Support Team at support@iclasspro.com for assistance.

  1. Navigate to SETTINGS>SETUP.
  2. Expand the GENERAL SETTINGS area.
  3. Click on the pencil/edit icon next to SMS to launch the SMS Settings screen.
  4. Enter your account information to register your brand/business.
    sms_registration_01.png
    • Note that all fields are required.
  5. Select the Click to Register Brand button.
  6. After you receive a message that the brand information was submitted and that brand registration is in process, enter your desired Area Code in the "Register Your Phone Number" section.
  7. Select the Click to Register Phone Number button.
  8. If a number is available, the system will present a message that your Phone Number registration is in process.
    • NOTE: It may be necessary to refresh your screen to see the phone number that was assigned.

sms_registration_04.png

The screen will be updated once the registration process has been completed.

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Resetting Your Brand

If your brand registration fails due to a Tax ID mismatch, a message will be displayed, and an option to Reset Brand will be shown:

reset_brand_tax_id_mismatch.png

If your brand registration fails due to a timeout, no message will be shown, but the Reset Brand button will still be displayed.

Clicking Reset Brand will reset the "Register Your Brand" fields, allowing you to re-enter your information and resubmit.

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Purchasing SMS Credits

  1. Log in with an account that has Admin Access.
  2. Navigate to the SMS area.
  3. Follow the purchase process to add credits to your account.

NOTE: Credits must be purchased in advance. If you will be utilizing SMS messages for Autopilot, we highly recommend enabling the Auto Renew Credits feature.

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Customizing SMS Options

Under Message Options, you can configure:

  • Message Header
    • Example: “Your Business Name.”
    • Limited to 50 characters.
    • Counts toward the 160-character message limit.
    • Prepended to the beginning of every SMS message.
      • NOTE: The Message Header is not included in the signup message.
  • Message Footer
  • Example: “To opt out, reply STOP.”
    • Limited to 50 characters.
    • Counts toward the 160-character message limit.
    • Appended to the end of every SMS message.
      • NOTE: The Message Footer is not included in the signup message.
  • Signup Message
    • Limited to 160 characters.
    • Automatically sent when a phone number is opted into SMS communication (via staff opt-in or Customer Portal opt-in).
    • Sent immediately upon opting in, even if outside available SMS hours.
    • NOTE: The Message Header and Footer are not included in the Signup Message.
  • Available SMS Hours
    • Defines the window of time during which SMS can be sent.
    • If staff attempt to send a mass SMS outside of this window, they will be presented with a warning.
      • However, staff with the Mass Text Availability Override permission can override this restriction.
    • NOTE: SMS messages triggered by Autopilot workflows will always honor SMS Availability Hours.

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Updating Policies

Businesses that use SMS may get several questions about how the SMS tool will be utilized. We highly recommend outlining policies for your staff about how and why SMS may be used to communicate with customers.

Once this is decided, relay this information to your customers by updating your Family Policies (SETTINGS>POLICIES>FAMILY POLICIES) to include a section related to SMS communications so customers can review this information before signing up to receive messages.

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Troubleshooting & FAQs

  • Do I need special permissions to buy credits?
    • Yes. Only staff profiles with “Admin Access” can purchase SMS credits.
  • Will headers and footers be included in the signup message?
    • No. Headers and footers are not included in signup messages.
  • What happens if staff try to send messages outside Available SMS Hours?
    • A warning message will be displayed. However, staff with the “Mass Text Availability Override” permission can choose to override and send anyway.

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Need more assistance?

Customer support is available at 1-877-554-6776 Mon - Fri, 9 am to 9 pm (CT) and Sat, 9 am to 6 pm (CT).