JS6 Setting up your Texting Voice Touch Number, Forwarding & Message Settings
Engagemore CRM provides you the opportunity to text your contacts manually or within drip flow campaigns right inside of your account. To get started using the texting tools, you will be required to set up a Voice Touch Number. This lesson shows you how to choose a local area code number from available numbers in your part of the world and to get all your settings created so you can have your calls, texts and messaged handled in a way that works best for your business. This is a very important lesson so please make sure you read everything below and watch the video lesson all the way through.
In other training videos, we will talk more about how to use your Voice Touch number for audio voice recordings and how to use our very awesome Text-to-Join tool to lead generate via text and automate your drip flow follow-up. Get started texting now with this informative Voice Touch set-up lesson below!
When you are texting from the system or from a flow, if the number is a landline or a bad number, you will be charged a credit for all attempts to text those bad numbers. As soon as you know the number is bad, be sure to remove the number from your contact so you won't get charged for any future attempts to text.
Follow the steps in the video lesson to choose your number. Once you have your voice touch text number chosen and active, you can now proceed to set up the rest of your message and text system.
IMPORTANT! It is imperative that you record at least one main greeting or your line will say in all instances that your message box is not set up when someone calls in.
You can record as many main greetings or extension recordings as you want and change them at any time. Manage all your greetings in the button at the bottom of the screen. You can also manage your audio recordings in the settings area of your account.
IMPORTANT NOTE: The Voice Touch feature will automatically opt out a contact from receiving texts if that contact texts you back any of the following phrases: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END or QUIT. In order for this to automatically opt out the number, the text must NOT include any other words. You will see the opt out come thru in the text within your Voice Touch and contact area. Be sure to track this action for your benefit, such as adding an text opt out flag, for example. Also, if a user requests for you to stop, but it includes any other words in that text, you will need to manually go to your contact area and uncheck their phone number from receiving texts. Keep in mind that anyone who opts out of receiving texts will not automatically stop the rest of the email templates from sending in a campaign. This is on purpose, as many people who opt out may be receiving your texts because someone gave you a fake/bad number anyway. In this event, you most-likely still want the emails to send. If you want to stop an entire campaign, go to the contact, then to Drip Flows on the left side of the screen and put the rest of the campaigns into the trash can provided there. Your contact can always unsubscribe from emails within a campaign at the bottom of the emails, as there is an unsubscribe button there to do this. Finally, if you wish to add someone back to receive texts from you, they can text you START and they should get opted back in.
Now, let's get you set up to handle your calls. You decide what you want to do with your calls - your options are below. By the way, there is no right or wrong here, but only what is good for your business.
After you watch the training, you will also want to watch the video lesson to be sure you don't miss the rest of the important set up options in Voice Touch.
To set up your Voice Touch texting number, go to the Automation tab and click Voice Touch. Please review the terms carefully. If okay, then click AGREE at the bottom of the page.
Then, choose a number. We suggest you empty out the boxes and put in only your favorite Area Code to search for a number. Once you have chosen a number, click the blue button at the bottom of the page and confirm your selection.
If you don't see any numbers for your area code, try coming back later or the next day. The numbers are provided by our texting service provider and often they will release numbers every few hours. If you don't get your area code after 24 hours, contact us at support@engagemorecrm.com and we will do what we can to keep an eye out for you. Or, if you have an alternative area code that would work, you can try that.
Be sure that you go through all the tabs and set up the rest of your settings for your phone. Be sure to watch the training video tutorial above as we discuss best practices for recording your messages and setting up your settings. You want to be sure you have your notifications set up so you are always notified when someone texts or calls your number.
You can notify several people on your team about texts and calls you may receive, but at minimum, be sure you have added yourself, via email and text. We also suggest you change the top drop down to All calls, even hang ups.
If you want all the calls you may receive at this number to forward straight to your personal cell phone, you will want to click the Forwarding tab and put in your number: When the call comes through, you can choose to view the caller's phone number or the Voice Touch number on your caller ID.
We recommend that you set up voice messaging for various different reasons. Watch the video tutorial above to learn the powerful ways you can use Voice touch to lead generate using the Greetings, Extensions, and Voice Touch settings. Below we have given you some ideas on greeting and extension message you can record and it is HIGHLY RECOMMENDED that you do this!
To record greetings, go to the Greeting Tab and follow the instructions provided. You will need to record your Main Greeting before you can record extension greetings. Consider using extension greeting for your real estate sign riders so you can lead generate for anyone interested in your listings.
You can also upload a pre-recorded audio recording you have recorded from your phone or a computer:
you can record an audio message using an recording app on your phone and/or computer and then upload it here, be sure to name your recordings so you can identify them in your recording list:
Once uploaded, go back to your greetings tab and assign it from the drop down list to your main greeting and/or extensions on the extensions tab.
Here are some helpful Greeting tips for best results.
TO FORWARD ALL YOUR CALLS TO YOUR PHONE:
Main Greeting suggestion:
Thanks for calling the Real Estate Team. To continue, please press Zero followed by Pound.
NOTE: The call will immediately forward to your phone. If you do not pick up after the forward to your phone the message will be left on your phone and you will not have it recorded inside of EM. You must tell them to Press Zero or the call will not forward from the main greeting.
Saying "Press pound" in any messages will just get them to the extension faster. It's not necessarily required, however.
TO HAVE YOUR CALLER LEAVE A MESSAGE IN YOUR ENGAGEMORE MESSAGE AREA:
Main Greeting suggestion:
Thanks for calling the Real Estate Team. We are sorry to have missed your call. Please hold for the beep to leave a message. Or, feel free to hang up and text us for a faster response.
NOTE: The message will be recorded and stored in your EngageMore account Voice Touch message center. Any texts will also load into your message center in your EngageMore account.
TO USE EXTENSIONS:
You must record a Main Greeting to activate the extensions. You can have as many extensions as you want and you can use any number you want to create the extension, however, if you have more than one number as an extension (such as Extension 345), we suggest you advise in the messages to press pound after they put in the extension number.
Here are a few ideas for messages:
Thanks for calling the Real Estate Team. If you are calling about a purchasing a home, please dial 1. If you are interested in listing your home for sale, please dial 2. For any other questions or inquiries, please dial 0 (the call will forward to you)
Or:
Thanks for calling the Real Estate Team. If you are calling about the home at 123 Main Street, please dial 1, If you are calling about the home at 234 Jones Road, please dial 2. For any other questions or inquiries, please dial 0 (the call will forward to you)
Or:
Thanks for calling the Real Estate Team. To talk to Patti, please dial 1, to talk to Mike, please dial 2.
After the Caller chooses an extension, you have options on how to handle the caller.
OPTION 1: Don’t record any messages and simply choose Instant Forward for the Extension Type for each of the extensions you have created. Remember, no messages will be left inside your EngageMore CRM account when you Instantly Forward, but instead all messages if they leave will be left on your phone.
OPTION 2:
Step 1: Record your Extension recordings for as many extensions as you have created and/or as many messages as you want to store. You can record and rotate as many messages at any time.
Step 2: Choose your desired Extension Type:
Play Message. If you want them to leave a message, be sure to ask them to hold to leave a message. All messages will be recorded and stored in your EngageMore account Voice touch message center
Step 3: Choose one of the messages from your messages you have previously recorded. You can also trigger intelligent various intelligent actions at this time too.
Or
Play Message and Forward. The call will forward after your message plays. If they leave a message, it will be stored directly on your phone and not inside your EngageMore message center.
IMPORTANT! If you forwarding calls at any point from the main greeting or extensions, you MUST be sure you have added a forwarding number at the Forwarding Tab. Also, be sure that you have your Notifications set up or you will never be notified via email or text when calls, texts and voice messages come in, unless the calls are all being forwarded directly to your phone!
When you start receiving text responses, you will be able to see that on your Dashboard and within your Voice Touch area. Click the Voice Touch Widget to see all the texting and call activity:
You can also access your Voice Touch activity at the Automations tab:
When someone texts you you can also view the text within the contact card of the prospect. You can view all texts here by clicking the green bubble. Note that you will only see the green bubble once the person has been opted in to receive texts. Be sure to follow Text Opt-In lessons in Jump-Start when adding contacts manually or in bulk.
Opt-in the contact for texting by clicking Edit Contact and check the box next to the number. Add Cell to the note:
