Business Text is available as an add-on to Fuse. This includes a two-way texting platform and text messages in campaigns. Click the links below to learn more:

  1. Two-Way Communication

  2. Add Text Messaging to Your Campaigns

Two-Way Communication

Your Business Text Inbox allows all of your users to receive and respond to text messages in one place.

Archiving Text Messages

We know how important it is to log all client communications. We’ve made this easy to do with our Archiving feature with auto-archiving so that a complete conversation is saved back to your Fuse account. Conversations will be automatically archived after five days of no activity (no new messages or notes). You can also choose to manually archive a conversation at any time.

These archives also get sent back to supported Agency Management Systems as logs. The Archiving feature is currently supported with these systems:

  • AMS 360

  • HawkSoft

  • QQ Catalyst

When APIs are available, we will add support for other systems. Stay tuned!

How to Enable Browser Notifications for Business Text

Browser notifications provide an alert on your desktop when a new text message is received. Instead of constantly checking your Business Text inbox to see if text messages have come in, you can instead turn on your browser notifications and be notified of new text messages.

To enable browser notifications for Business Text:

  1. Click on the Settings gear icon, and select “All Settings”

  2. Click “My Profile” in the left menu

  3. Under User Details, click the “Notification” tab

  4. In the Texting Notifications drop-down menu, select which notifications you'd like to receive:

Connecting a Text Conversation to a Contact

We’ve made it easy to associate a text conversation with an existing contact. If you send or receive a text message from an existing contact with a Cell Phone Number in their contact record, we’ll automatically label that conversation with the contact name.

If the contact record is missing a Cell Phone Number, you can use the Connect to Contact feature to connect phone numbers to existing contacts in Fuse.

  1. Open the text conversation, and click the “Connect to Contact” button.

  2. Search for the contact by typing in their name:

  3. Select the contact, and click the “Connect” button to connect the conversation to that specific contact.

It is important to have text conversations connected to contacts in Fuse so that the conversations are archived to the correct contacts.

Note: This “connection” only exists within the Business Texting product. When you connect a text conversation to a contact, we do not update that contact’s cell phone record.

Add Text Messaging to Your Campaigns

The Fuse Campaign Builder supports adding text messages to any campaign. We’ve automatically included a text message step to these Quick Start Campaigns, but you can also add a text message step to any campaign.

To add a text message step to a campaign:

  1. Open the campaign and click “Add sms step”:

  2. Text message step overview:

    1. Gear Icon: Click on the gear icon to enable the text message.

    2. Chart Icon: Click on the chart icon to view the statistics for the text message.

    3. Eye Icon: Click on the eye icon to preview the text message.

    4. Pencil Icon: Click on the pencil icon to edit the text message content.

Text-Enabled Campaigns Included

The following campaigns now include a text message step.*

  • Personal Welcome Kit

  • Commercial Welcome Kit

  • Account Review - Personal

  • Account Review - Commercial

  • Birthday Greetings (Primary and Secondary)

*Note: Text message steps are disabled by default. You must turn them on to use them.

Statistics and Logging

Statistics

To view SMS statistics for a campaign:

  1. Open the campaign you’d like to view the statistics for.

  2. On the SMS step, click on the chart icon to view the statistics for the text message:

    1. Targeted: This is the number of sent text messages.

    2. Failed: This shows the percentage of text messages that failed to send. Failure to send could be due to the cell phone number not being active.

Logging

After a text message is sent, the text message will be logged in the Activities section of the client account:

Automatic Opt-Out Support

No one likes to get spammed, and if someone complains, the last thing you want to do is to continue to send text messages.

If anyone sends “STOP” to a text message, we will prevent the user from sending a text message.


Business Text FAQs

Can I text enable my office number?

Not yet, but we’re working on this. When it’s available, there will be an additional one-time setup fee.

One important requirement: texting is not like email. Only one provider can send text messages from your number. Should someone want to send text messages from Agency Revolution, they will not be able to use another texting provider for that same number, whether that’s RingCentral, HawkSoft, AMS360, or Agency Zoom.

Can I have a number for every employee in my agency?

No, and we don’t recommend this approach.

Text messaging differs from email, and using text messages the same way you use email will yield poor results. With text messaging, people expect a fast response. If you aren’t able to respond quickly, then maybe your agency isn’t prepared to be successful with text messaging.

That’s why we designed Fuse Texting with a Team Inbox approach: a team of people can work together to reply quickly as questions come in.

If you want your users just to see messages from their clients, they can apply the “My Messages” filter to see conversations they are part of and conversations with their clients. We link to your AMS, so we know your client’s phone numbers and who their account managers are.

If someone unsubscribes from email, will we stop sending text messages, too?

Texting opt-outs are separate from email opt-outs. If someone replies "STOP" to a text message, that will only stop Fuse from sending future text messages, but it will not stop any other marketing.

The reverse is also true: if someone hits the unsubscribe link at the bottom of an email, that will not prevent additional text messages, whether automated or manual, from being sent.

Do you register my business and number with The Campaign Registry?

Yes! As of January 1, 2023, all businesses that send text messages to consumers must register their number with The Campaign Registry. Part of this process includes validating that the business is registered with appropriate government agencies and declaring its use case. We handle all of this automatically, including paying the monthly fees to The Campaign Registry.

I currently use Twilio for text messaging. Will this replace Twilio?

Twilio will continue to work for users who have it today.


To learn about text messaging legal requirements and best practices, click here.

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