Text one or more of your active tenants
Innovator Tier
Sometimes, you may want to send SMS messages to all or some of your customers at once. Operators use this feature to inform tenants of things like store closures, maintenance issues, as well as one-off referral and review solicitations. Watch the video demo below to see it in action
Feature Demo
Instructions
- Navigate to the Conversations page
- Select the +NEW SMS CAMPAIGN button in the upper right hand corner. If you don’t see this, the feature may need to be added to your account (reach out to your swivl account manager) or the permission may need to be adjusted for your user (this can be done by any admin on your swivl account)
- Check the store(s) you’d like to text and click the Next button
- Wait for the active tenants to load. This may take a few minutes if you have a lot of tenants or if you’re loading multiple stores.
📢 Note: if you are a large operator with hundreds of stores and thousands of customers, this process may take 10-20 minutes. Our system needs to sync with your FMS to pull the information about every single customer. If needed, you can close the modal and come back later (select the “+ New SMS Campaign” button again). The syncing process will continue in the background and will be displayed when you come back.
- Select the tenants(s) you’d like to message and click the Next button. Checking “Select All” will check all of the active tenants. Notice that when you hover over a tenant, their phone number appears. This might help you differentiate between customers with the same name or duplicate entries.
6. Type the SMS message that you want to send to the tenants(s). This cannot be left blank.
The “follow on action” is the swivl workflow that the user is sent to after the message is sent. “After: Broadcast SMS” is the default and doesn’t send any additional messages or perform any other actions. Unless you’ve built a customer workflow or spoken with your swivl account manager, please do not change this.
The “follow on action” can be used to do all sorts of things though! For instance, choosing “spot Referral Link” will send a tenant-specific referral link that can be shared with family and friends. Check out this documentation for more information: spot.is Referrals If you think of any use cases, feel free to reach out to your swivl account manager. They’d be happy to work together to build something out with you
The “follow on action” is the swivl workflow that the user is sent to after the message is sent. “After: Broadcast SMS” is the default and doesn’t send any additional messages or perform any other actions. Unless you’ve built a customer workflow or spoken with your swivl account manager, please do not change this.
The “follow on action” can be used to do all sorts of things though! For instance, choosing “spot Referral Link” will send a tenant-specific referral link that can be shared with family and friends. Check out this documentation for more information: spot.is Referrals If you think of any use cases, feel free to reach out to your swivl account manager. They’d be happy to work together to build something out with you
7. Confirm that your message and audience are correct before clicking the Send Now button. If you’re testing - stop here! Send Now actually sends the message.
What happens next?
- The message will be delivered and you’ll see the conversations in the CLOSED section of Conversations.
If the tenant replies, the conversation will be moved to the OPEN section and your swivl bot will seamlessly continue the conversation. If the chat becomes escalated, live agents will be notified just like if the tenant was in the web channel. Agents will be able to chat with the customer all via the SMS channel (notice the “sms” icon next to the customer’s name in the conversation list).