Compose a Text Message

Composing a New Text Message

1. Click [ Compose] from the navigation panel on the left hand side.

2. Determine if you are sending to a contact or a pre-created Segment and select the corresponding tab.

3A. If sending to a contact, search by first name, last name, contact ID, or mobile number to select the recipient.

3B. If sending to a segment, search by the name of the segment.

4A. After your recipient is selected, type in your message. Note: There is a 306 character limit to messages sent via Compose. Messages sent within a conversation view can send up to 1500 characters.

4B. If desired, you can include merge fields and automatically bring in data from the contact's record by clicking on Field, utilize a pre-written text message by clicking on Template, or include emojis or images.

4C. You can use the AI tool to help generate a compelling message to send to contacts by providing simple prompts about what you want included in your message. 

Before typing a message, click the purple diamonds icon

The AI Suggested Reply will pop up and you will give the AI bot some information about what you want in your template. You can include things such as the department, tone, variable fields and length. 

To choose a different variation of the message, click the "Try Again" refresh icon for a new generated response.

When you find a generated template that you like, click "insert" and the message will be added to the text box of the template.

4D. Keep the Send to my assigned contacts only option checked if the contact(s) you're reaching out to are assigned to you. Uncheck that option if the contact(s) is not assigned to you or you are not sure. For more information on that feature, click here.

4E. If you enable Send as assigned user and you are including StaffId on the contact's record in Mongoose, the text message will be sent from the phone number of the user assigned to that contact. If you include merge fields for staff first/last name, that information will also be filled in with the appropriate user's information. For more information on that feature, click here.

NOTE: If Send to my assigned contacts only is checked, you cannot utilize the Send as assigned user function.

5. Click [ Next] to review your text message/content.

6. Review the text message. The Checklist area will provide feedback on your recipient count and send time.

• "Check mark" indicates that the item is within recommended requirements for successful delivery.

• "Exclamation point" indicates that an item needs to be reviewed before the text message is sent.

•  "Red X" indicates there is a problem with your message that will prevent you from sending it.

NOTE: Messages that have a delivery duration that falls into the time frame of 10pm-6am cannot be sent. This is to eliminate any messages being sent to contacts during the overnight hours. All incoming messages are still received. Outgoing messages and replies to individual contacts via the conversation view are still able to be sent during this time.

7. After you review your message (and correct any issues, if necessary), you can click [ Send Now] to send the message immediately or [Schedule] to schedule the message for a future date/time. All scheduled messages can be given a name to assist in identifying them. This name is only for display purposes in Cadence to help you and your team identify different outgoing message batches; it is not seen by recipients. The name will display in the Scheduled Messages area.

NOTE: To comply with Twilio messaging and carrier policies regarding consent and providing all contacts the knowledge and ability to opt out of messages at any time, Cadence will include and send opt out language with the first message that is sent to a contact. More information can be found here

Sent Messages Details

After clicking "Send"on your message, you'll be able to see the progress of your currently sending (or sent) messages.

Clicking into the sent folder will provide:

• Your current queue of messages and the order in which they will send.
• The current sending progress (ex: has sent to 5 of 10 recipients)
• A preview of the message that is being sent
• Who the message is being sent to: It will display either contact or segment name.
• Who sent the message
  • If sent from a shared inbox, the shared inbox name will be displayed and who from that shared inbox sent that message.
• What time the message was composed