Mass Messaging

 The mass messaging functionality enables administrators to send communications and track responses. Administrators can create their own message, use an existing alert from the platform, or save pre-set messages for frequent or future use at the click of a button. There are also a few helpful quick links from other functions in the platform to help administrators send messages quickly in a crisis or emergency. Messages can be sent via email, SMS, or mobile app notification. 

This page will cover the following areas:

• How to create and send a message
• Examples of emails, SMS, and app notifications
• Track responses

How to create and send a message

The steps to sending a message remain the same whether the tool is accessed from the map view or admin view. To get started, open the Navigation Panel, open the messaging drop-down, and select "Messaging."

Step 1: Select Recipients

• Click "+ New Message" and Choose Message Type.

• Select "Create new" and you will see the page to select recipients for the message.  You can select recipients by clicking "Add" under the following tabs:
  • Individual users under the "Users" tab
  • Multiple users under the "User Groups" tab
  • Specific user roles under the "Roles" tab
  • Specific customers under the "Customers" tab
  • Multiple users based at a facility under the "Facilities" tab
•  To search for specific users, groups, or customers, use the search bar.
•  You can select recipients across multiple tabs. Once selected, click "Next."

Step 2: Compose the Message

• Enter the desired content for the message title and description. Note that there is a character limit, which is especially important when sending messages by SMS. 
• If you do not require response tracking, click "Next" to proceed to the final step.
• Select a Reminder Response Time from the drop-down options. Selecting "None" will send the message only once. Selecting a reminder option will resend the message if a recipient has not responded, with up to three reminders sent in total.
• To enable recipients to respond to the message, click "+ Add Response." A response field will appear. Enter the custom content you would like recipients to select (for example, "I received this message.").
• To add more response options, click the "+ Add Response" button each time you would like to add a new option.
• Select how the message will be delivered—via SMS, email, and/or mobile app notification. You can choose a combination of all, some, or just one.
• If sending by app notification, you will notice a location marker next to the response options. If enabled, this will capture the recipient's location when they respond, performing a check-in at the same time. This is an optional field and can help identify a recipient's location if further assistance is required.
• Click "Next" to proceed to the final step.

Step 3: Review and Send Message

• Click the drop-down to review recipient selections and confirm everything is as expected. If a change is required, click "Back" to return to the relevant step.
• Once ready, click "Send."
• The compose wizard will close and a green pop-up will appear to confirm the message is being sent. 

Example of Message Sent By Email:

• Click to view Response Options:

• Once a response is selected:

Example of Message Sent By SMS:

• View the SMS and tap the link to view response options and select one

Example of Message Sent by App Notification:

• Tap the notification and it will open in the app and display the options to respond

Track Responses

• Access the message summary by clicking into the individual message you wish to review for responses and further details.

• The message summary will update in real time as responses come in. 

• You can filter by customers, responses, and statuses by clicking the respective drop-downs.
• Clicking a response bucket such as "Failed Delivery" will filter the list to show recipients who did not successfully receive the message. This can help identify those who have not been reached, which may be due to phone number formatting issues. 
• Click the export button to download the message summary as a report. 
• There is also an option to resend the message to all recipients if required.