Setting Up Email, Phone, and SMS

Introduction

This guide will help you configure the core communication channels within your CRM. By setting up email, phone, and SMS, you can manage all your outreach from a single platform. You will be able to send authenticated emails, make and receive calls, and send SMS messages to individual contacts or entire lists.

Setting Up Email

Establishing a dedicated email domain improves your sender reputation and increases the likelihood of your emails reaching the inbox.

Steps

1. Navigate to Settings and select Email Services.
2. Click on Dedicated Domain and IP.
3. Click the Add Domain button.
4. Enter your chosen subdomain (e.g., mail.yourdomain.com) and click Add & Verify.
5. Follow the instructions provided to update the DNS records with your domain registrar.
6. After updating your DNS, return to the CRM and click Verify Records.
7. Once verified, click the three-dot menu for your domain and select Set Headers.
8. Enter your preferred From Name and From Email address, then click Save.

Your email setup is now complete and ready for use.

Setting Up a Phone Number

Adding a phone number to your CRM allows you to place and answer calls directly from the platform.

Steps

1. Go to Settings and select Phone System.
2. Click on Add Number and then Add Phone Number.
3. Use the filters to find a number by country or area code.
4. Select your preferred number and click Proceed to Buy.
5. Once purchased, your number will appear in the Manage Numbers section.

Forwarding Phone Calls

You can configure your CRM phone number to automatically forward incoming calls to another number.

Steps

1. Navigate to Settings and select Phone Numbers.
2. Find the number you want to configure, click its three-dot menu, and select Edit Configuration.
3. Enter the phone number where you want calls to be forwarded.
4. Click Save to activate call forwarding.

Contacting a Single Contact

You can communicate with individual contacts directly from their profile.

Steps

1. Go to the Contacts section.
2. Select the contact you wish to reach.
3. Within the contact's profile, use the available tabs to send an SMS, Email, or make a Phone call.

Contacting Multiple Contacts (Bulk Actions)

The CRM enables you to send communications to multiple contacts at once or perform other bulk actions.

Steps

1. Navigate to Contacts and select Smart Lists.
2. Apply filters to define the group of contacts you want to target.
3. Select the desired contacts using the checkboxes next to their names.
4. Use the toolbar that appears above the list to choose a bulk action, such as sending an email or SMS.

Understanding Bulk SMS

Bulk SMS is a feature that allows you to send a single text message to a large group of contacts simultaneously. It is perfect for marketing announcements, appointment reminders, or urgent updates, saving you the effort of contacting each person individually.

Key Benefits of Bulk SMS

• Efficiency: Communicate with hundreds or thousands of contacts in one action.
• Consistency: Ensure every recipient receives the same core message.
• Personalization: Incorporate custom fields to tailor messages for each contact.
• Flexibility: Send messages immediately, schedule them for later, or use a paced drip campaign.
• Tracking: Monitor delivery status and campaign performance.

How to Send a Bulk SMS

Step 1: Select Your Contacts

Go to the Contacts section and use the checkboxes to select the recipients for your message.

Step 2: Open the Bulk SMS Tool

Click the SMS icon in the toolbar at the top of the contacts list.

Step 3: Choose a Sending Number

From the From Phone Number dropdown, select the number you want to send from. If you do not select a number, the system will use the last number used for each contact or the account's default number.

Step 4: Compose Your Message

Type your message directly or choose a pre-saved template from SMS Templates. You can personalize the content using custom fields.

Step 5: Select a Delivery Method

Choose how you want the messages to be sent:

• Send All at Once: Dispatches the message to all selected contacts immediately.
• Send at Scheduled Time: Allows you to set a future date and time for delivery.
• Send in Drip Mode: Sends messages in controlled batches over a period of time to improve pacing. When selected, you can configure:
  • Start Date & Time: When the campaign should begin.
  • Number of Messages per Batch: How many messages are sent in each batch.
  • Repeat After: The time delay between sending batches (in minutes, hours, or days).
  • Send On: The specific days of the week to send messages.
  • Time Window: The allowed sending hours each day, based on your account's timezone.
  • End At: The latest time to send messages each day; any unsent messages will resume the following day.

Step 6: Send the Campaign

Click Send SMS to queue your campaign for delivery.

Step 7: Track Your Results

Go to Contacts and then Bulk Actions to view the status of your campaign. You can see metrics for sent, delivered, and failed messages. Click Show Stats for a detailed report.

Frequently Asked Questions

What happens if I don't select a 'From' phone number?

The system will automatically use the last number that was used to communicate with each contact. If no previous number exists, it will default to your account's primary phone number.

Can I cancel a scheduled bulk SMS?

Once a message has been sent, it cannot be canceled. If you need to stop a scheduled or drip campaign that has not yet been fully sent, please contact Support immediately for assistance.

How does Drip Mode handle time zones?

Drip Mode uses the time zone set for your CRM account to manage the sending schedule.

Will unsubscribed contacts receive messages?

Contacts who have unsubscribed from SMS communications will not receive bulk SMS messages.