IN BRIEF
The SMS/Text Messaging feature records all message activity in Audit Logs, tracks credit usage, and manages customer opt-in/out requests. To maintain compliance and avoid blocked messages, businesses should follow best practices for formatting, identification, and opt-out instructions.
Overview
SMS/Text Messaging in iClassPro is a two-way communication system:
- Direct replies from customers can be accessed from the Messenger Center.
- Customers can unsubscribe/resubscribe by text.
- Audit Logs record staff requests, message delivery, and credit balances.
- Credits are deducted for each delivered or undelivered message. Failed messages do not use credits.
- Following carrier compliance guidelines helps prevent messages from being blocked or marked as spam.
Accessing the Feature
- Navigate to SETTINGS>SETUP>GENERAL SETTINGS>SMS.
- Click the pencil/edit icon to open the SMS Settings.
- Review purchased credits and configure message options.
- To see message activity, review Audit Logs.
Step-by-Step Instructions
Viewing Audit Logs
- After sending SMS messages, open the Audit Log.
- Look for entries such as:
- “Requested to send SMS message to [number of families/students].”
- “SMS message delivered to [phone number]. [#] credits used. [#] remaining.”
- Errors or exceptions if messages failed due to bad variables.
- Audit Logs will show:
- The staff member who initiated the request.
- The number of queued and delivered messages.
- Adjustments to the remaining credits.
Credit Usage
- One credit = one SMS to one recipient (up to 160 characters).
- If messages exceed 160 characters (or 70 with emojis/non-standard characters), multiple credits will be used.
- Credits are deducted for messages with a status of Delivered or Undelivered.
- Credits are not deducted for messages with a status of Failed.
Customer Opt-In and Opt-Out
- Customers must opt in before receiving messages.
- To unsubscribe, customers can reply with STOP, UNSUBSCRIBE, or END.
- Response: You have opted out of text messages from our system and will receive no further messages from {{account}}. To opt back in, reply START.
- To resubscribe, customers can reply with START.
- Response: You've subscribed to receive notifications from {{account}}. Text HELP for support instructions or STOP to unsubscribe. Msg & data rates may apply. Message frequency varies
- For help, customers can text HELP.
- Response: Please visit our portal at https://portal.iclasspro.com/{{account}} for further contact details. To opt-out, reply STOP.
Best Practices for Compliance
To reduce the risk of carrier rejection or spam reports:
- Identify your business in every message. We recommend using the "Message Header" to include this information in all communications.
- Pay attention to how the message is formatted and written. Long messages or those that overuse capitalization may cause users to become suspicious and report the message as spam.
- Avoid aggressive language, such as "you must" or "you are required to." Use alternatives like “we suggest” or “it is recommended.”
- Do not use URL shorteners such as bit.ly, goo.gl, or tinyurl.com, as many carriers block them.
- Provide clear opt-out instructions. We recommend using the "Message Footer" to include this information in all communications.
- Limit emojis/non-standard characters to avoid reducing the allowed character limit.
- Compose messages directly in iClassPro, not in external programs, to prevent hidden formatting characters that may cause you to exceed the allowed character limit.
Troubleshooting & FAQs
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Why did credits get used for “Undelivered” messages?
- Credits will be charged for any message that returns a "Delivered" or "Undelivered" response.
- Any message that returns a status of "Failed" will not charge a credit.
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How can families opt back in after unsubscribing?
- To resubscribe after stopping messages, a customer can reply to the number with "Start", "Yes" or "Unstop".
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Why were some messages flagged as spam by carriers?
- Carriers may block messages if they lack business identification, use URL shorteners, or appear overly aggressive.