IN BRIEF
Once SMS credits are purchased and families have opted in, staff can send SMS messages from the Families, Students, Enrollments, Staff, or Classes pages. Messages can be customized with templates, headers, and footers, and are limited to 160 characters (or 70 if emojis are used). Audit Logs record each request and delivery status.

• Overview
• Accessing the Feature
  • Important Note: SMS Availability Hours
• Step-by-Step Instructions
  • Sending from FAMILIES, STUDENTS, ENROLLMENTS, or STAFF Pages
  • Sending from the CLASSES Page
  • Sending from the APPOINTMENTS Page
  • Sending from the CAMPS Page
• SMS Eligibility
• Troubleshooting & FAQs
• Related Articles

Overview

The SMS/Text Messaging tool makes it easy to notify families and staff about schedule changes, closures, or updates.

• Only staff with the Mass Text permission can send messages.
• Families must opt in before they can receive texts.
• The SMS system is two-way communication. Direct replies from customers can be accessed from the Messenger Center.
• Costs are deducted from pre-purchased credits for each message that returns a status of Delivered or Undelivered.
  • Messages that return a status of Failed will not deduct credits.

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Accessing the Feature

SMS messages can be sent from several areas of the Office Portal:

• FAMILIES page
• STUDENTS page
• CLASSES page
• APPOINTMENTS page
• ENROLLMENTS page
• STAFF page

Additionally, certain actions (such as canceling classes and/or appointments) and Autopilot workflows can be configured to send SMS messages.

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Important Note: SMS Availability Hours

Clicking the SMS icon from the FAMILIES, STUDENTS, ENROLLMENTS or CLASSES page outside of the designated “Available SMS Hours” will launch a warning prompt rather than the actual SMS Message window. This can be overridden to send the message anyway if the staff member has been granted the "Mass Text Availability Override" permission.

NOTE: SMS messages triggered by Autopilot workflows will always honor SMS Availability Hours.

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Step-by-Step Instructions

Sending from FAMILIES, STUDENTS, ENROLLMENTS, or STAFF Pages

1. Navigate to the desired page.
2. Use filters to narrow results.
3. Select recipients by checking the boxes or using Select all.
4. Select the SMS/Text icon at the bottom of the screen.
5. In the Send SMS Message window, review:
   • # of SMS messages being sent (based on opt-ins; may increase if “Send a copy to all phone numbers on the family record” is enabled).
   • # of SMS credits available (a red warning appears if not enough credits are available).
   • Characters remaining (160 max; reduced if emojis are used).
6. Compose your message or choose a template.
   • If Headers/Footers are defined, they will display automatically and cannot be edited here.
   • NOTE: Pasting from external programs may include hidden formatting, causing extra credits to be used.
7. Review the message carefully, then select Send.

Important Notes

• Canceling a queued SMS task may not prevent all messages from being sent.
• Messages are sent one at a time and may finish sending after Available SMS Hours.
• Bad variables will cause the message to fail, and an error will be logged.

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Sending from the CLASSES Page

1. Navigate to the CLASSES page.
2. Use filters to narrow results.
3. Select classes by checking the boxes or using Select all.
4. Select the SMS/Text icon at the bottom of the screen.
5. In the Send SMS Message window, review and configure:
   • Send by: one per family, one per student, or one per enrollment.
   • Select Template: choose an available template to auto-fill the message.
   • Send a copy to all phone numbers on the family record:
     • Enabled: sends to every opted-in number.
     • Disabled: sends only to the primary number.
   • Enrollment Types: restrict recipients by enrollment type (Active, Makeup, Trial, Single Day, Waitlist).
   • # of SMS messages being sent (based on opt-ins; may increase if “Send a copy to all phone numbers on the family record” is enabled).
   • # of SMS credits available (a red warning appears if not enough credits are available).
   • Characters remaining (160 max; reduced if emojis are used).
6. Compose your message or edit auto-populated text from the template that was previously selected.
   • If Headers/Footers are defined, they will display automatically and cannot be edited here.
   • NOTE: Pasting from external programs may include hidden formatting, causing extra credits to be used.
7. Review the message carefully, then select Send.

Important Notes

• Canceling a queued SMS task may not prevent all messages from being sent.
• Messages are sent one at a time and may finish sending after Available SMS Hours.
• Bad variables will cause the message to fail, and an error will be logged.

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Sending from the APPOINTMENTS Page

1. Navigate to the APPOINTMENTS page.
2. Use filters to narrow results.
3. Select appointments by checking the boxes or using Select all.
4. Select the SMS/Text icon at the bottom of the screen.
5. In the Send SMS Message window, review and configure:
   • Send by: one per family, one per student, or one per appointment timeslot.
   • Select Template: choose an available template to auto-fill the message.
   • Send a copy to all phone numbers on the family record:
     • Enabled: sends to every opted-in number.
     • Disabled: sends only to the primary number.
   • Enrollment Types: restrict recipients by enrollment type (Active, Makeup, Trial, Single Day, Waitlist).
   • # of SMS messages being sent (based on opt-ins; may increase if “Send a copy to all phone numbers on the family record” is enabled).
   • # of SMS credits available (a red warning appears if not enough credits are available).
   • Characters remaining (160 max; reduced if emojis are used).
6. Compose your message or edit auto-populated text from the template that was previously selected.
   • If Headers/Footers are defined, they will display automatically and cannot be edited here.
   • NOTE: Pasting from external programs may include hidden formatting, causing extra credits to be used.
7. Review the message carefully, then select Send.

Important Notes

• Canceling a queued SMS task may not prevent all messages from being sent.
• Messages are sent one at a time and may finish sending after Available SMS Hours.
• Bad variables will cause the message to fail, and an error will be logged.

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Sending from the CAMPS Page

1. Navigate to the CAMPS page.

2. Use filters to narrow results.

3. Select camps by checking the boxes or using Select all.

4. Select the SMS/Text icon at the bottom of the screen.

5. In the Send SMS Message window, review and configure

   • Send by: One per family, One per student, or One per enrollment.

     • Select Template: choose an available template to auto-fill the message..

     • Send a copy to all phone numbers on the family record:

       • Enabled: sends to every opted-in number.
       • Disabled: sends only to the primary number.

     • Enrollment Types: restrict recipients by enrollment type (Active/Wait)

     • Students Attending During: restricts only to students with enrollments during the defined date range.

       • Start Date/End Date

     • # of SMS messages being sent (based on opt-ins; may increase if “Send a copy to all phone numbers on the family record” is enabled).
     • # of SMS credits available (a red warning appears if not enough credits are available).
     • Characters remaining (160 max; reduced if emojis are used).
6. Compose your message or edit auto-populated text from the template that was previously selected.
   • If Headers/Footers are defined, they will display automatically and cannot be edited here.
   • NOTE: Pasting from external programs may include hidden formatting, causing extra credits to be used.
7. Review the message carefully, then select Send.

Important Notes

• Canceling a queued SMS task may not prevent all messages from being sent.
• Messages are sent one at a time and may finish sending after Available SMS Hours.
• Bad variables will cause the message to fail, and an error will be logged.

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SMS Eligibility

• Customers must opt in to receive messages.
• Direct replies from customers can be accessed from the Messenger Center.
• Families can opt in via the Customer Portal by editing family information and setting “Yes” for text messages next to compatible numbers.
• Staff can also enable opt-in with customer consent (written consent may be required depending on local laws).

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Troubleshooting & FAQs

• Why do I see a warning when sending outside Available SMS Hours?
  • Messages can only be scheduled within defined hours unless the staff member has the “Mass Text Availability Override” permission.
• What if families are not receiving texts?
  • Confirm that they have opted in via the Customer Portal or staff-assisted opt-in.
• Why did multiple credits get used for a single message?
  • Using emojis or pasting text from external programs may reduce the character limit or add hidden formatting, causing multiple credits to be consumed.
• Can I edit the message header or footer when sending?
  • No. These are defined in settings and automatically included with each message.

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Related Articles

• How Do I Set Up SMS/Text Messaging?
• What is the Messenger Center?
• How Do I Manage SMS/Text Messaging Logs and Compliance?
• How Do I Configure Staff Permissions and User Groups?

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