[SAM] SMS User Guide

Instructions on the setup and operation of the SMS functionality in SAM, including the new SMS API method.

Contents

 

Initial Setup

SMS Method

We currently have two methods for sending SMS from SAM:

  • SMS Email available on all versions
  • SMS API server only available on versions 6.014 and higher.  This option has been developed to reduce interruptions and delays

To make changes to SMS settings this can be done by going to Maintenance > System Set up > Forms.  Select SMS tab.

 

To set up SMS API option:

  • Change Send via to API
  • Click Get Key to fetch your unique SMS API key from our server
  • In the Reply To field, enter the email address you want customers replies to your SMS messages to be sent to
  • Click Ok to save settings

To set up the SMS Email option:

  • Change Send via to SMTP
  • SMS Email should be systimesms04@123.net.nz (systimesms05@tsisms.com.au for Australian customers)
  • In the Reply To field, enter the email address you want customers replies to your SMS messages to be sent to
  • SMTP Details will need to be filled in.  You can obtain these from the Email tab or from your server provider that manages your email service

Ports for SMTP Details

Different ports require different set up requirements:

  • Port 25 will only require the SMS email and a reply email
  • Port 465 will require the reply email and your specific SMTP details, and the Requires Authentication tick box ticked
  • Port 587 requires all of the above as well as the Requires Secure Connection tick box needs to be ticked.

    If using port 465 or 587 then the email address in the General Tab (System Setup), Reply Address and the Account Name must be
    the same. If they are not the same then all emails being used must be registered/authorised (to send on behalf of) with the Account
    Name.

Default Messages

To fully utilise the features of the SMS service, we recommend you set up some default ‘SMS Templates’. SMS Templates are pre-written txt messages that are especially useful when sending multiple txt messages in one operation.  They can be used for repair orders, invoices, technician SMS and follow-up messages. If these fields are left blank then no message will appear in the customer’s text message that they receive.

Also take note that if the message character count exceeds 160 characters, your messages will be spread over multiple text messages.  There is a character counter in the top right-hand corner of the message boxes to help keep track of the amount of characters being used.

The legend on the left of the Invoice and follow up tabs indicate what customer information will be populated with the tags and can be used to create
more personalised reminders. 

To set up your default SMS templates:

  • Go to Maintenance > System Set up > Forms.  Select SMS tab.
  • Select a tab that you would like to update.  Some of these tabs will be pre-loaded with text that you may want to keep.

User Setup

Log into SAM, click on the ‘Maintenance’ menu and select ‘Users’.  SMS must be enabled for each user that need access to send SMS messages.

Customer Setup

a. Customer Mobile

Each customer that is to receive SMS messages will require a mobile phone number entered into the “Mobile” field.

The phone number can be entered with or without spaces.  Please ensure that this is field only contains numeric characters

 

b. Customer Marketing

Customers can receive an SMS message as a booking reminder for when their vehicle is booked in if the “Booking to SMS” is ticked.
The customer can also receive a SMS reminder that when the job has been invoiced (e.g. indicating that their vehicle is ready for collection), but the customer must have a tick on “Ready” to SMS.  This can be found on the marketing tab on customer maintenance.
Additionally, you can specify the default communication modes for a customer, or block any marketing going to a customer

 

c. Booking and Ready Bulk Update

If you would like to apply this option to all your customers there is a utility that can be found under Maintenance - System Setup – Forms – SMS - Tick ‘Booking’ and ‘Ready’. This will enable all customers with mobile numbers to be send SMS reminders from invoices and repair orders. (This may take some time depending on the customer database size).

 

Sending Custom SMS messages

Customers can be sent individual SMS messages from customer maintenance screen.
Click on the double arrow button next to the customer’s mobile number

This opens the “Send SMS” screen below. The message field below will populate with the "Default Message" from System setup, but can be altered as necessary.

 

Sending Repair Order SMS messages

For booking reminders to be sent to customers, the “Booking” tick box must be selected (See Booking and Ready Bulk Update)
Repair Order reminders can be sent by selecting the Repair Order button in the Add/Maintain screen, but NOT from within the individual Job. With SMS enabled the additional “Send SMS” tick box is available:

When you click 'OK' it will take you to the Reminder List screen

Sending Invoice SMS messages

The send SMS tick box will appear in the window when invoicing and the customer must have a mobile number.

  • For this option to show the 'Ready' must be ticked.  This can be done in Customer Setup
  • There is no 'Edit Message' option when sending an invoice SMS message.  The message layout comes from the Default Messages.

Sending Follow-up Reminders

Run the follow-ups as per normal processes: Reports > Marketing > Service Reminder Cards and then selecting your Follow up parameters.
When you select the SMS, like with the other options, before the list of customer contacts with mobile numbers are displayed a window will pop up asking if you want to record and delete Follow-ups from list – select as required. This will then open the list of customers that have mobile numbers set up on their account. The message format comes from the default messages setup (See Customer Setup, Reminder List and Default Messages)

Sending Technician 

This function sends the job details to the selected technician. This can be used for mobile technicians or messaging your technician’s off site; however, the technician must have a mobile number entered in their set-up which is found in Maintenance > Technicians.

From the ‘Maintain a job’ screen you can send an SMS to the technician that’s selected for that job by clicking on the SMS button.

Sending Bulk SMS/Promotion SMS

Bulk messages can be sent from the Utilities - Send Bulk SMS menu.
Messages can be created and saved as SMS library entries; this allows the same message to be reused whenever required. Recipient lists can also be saved and reused.

a. SMS Library

Within the bulk messaging utility there is a bulk text library which can be reused as needed. In SMS library screen you can select an existing message, change an existing message or add a new message.

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When clicking change or insert from here you can modify the message as shown below. Press OK to save the message.

b. Recipient List

Back in the bulk messaging screen, selecting recipients, can either be done through an existing saved list of clients or, you can create a new list of recipients. When you choose to create a new list, this will display a list of customers with a cell phone number entered.
Use the tag options to build a list of customers to send the message too. This list of customers can be saved to be used again as required. Once the desired customers have been selected, select “Send” to process the SMS. (See Customer Setup)

Reminders List

With most bulk reminders, once you have selected your distribution method it will take Send reminder screen, where you can make some individualised modifications to customer messages. From this screen you can also un-tag customers you do not want to send messages to, or build a delay into the messages for when the messages should be sent.