Introduction

The Broadcast Messages feature lets you send text messages, in bulk, to your customers. Dynamic Filters is a complimentary/supporting feature that lets you easily find the end-users you need to reach, based on custom fields and other properties that are in your PSA.

Supported PSAs

The Dynamic Filters feature supports both Autotask and ConnectWise.

Creating a Dynamic Filter

1. Login to the MSP Process website (https://app.mspprocess.com) as an Admin-level user
2. Navigate to the Messaging -> Dynamic Filters page
3. Click the Create Dynamic Filter button
4. Give your Dynamic Filter a name, and choose your PSA integration:
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5. Depending on what Custom Fields (ConnectWise) or UDFs (Autotask) you have setup, you'll see a set of options that looks like this:
   • Autotask:
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   • Connectwise:
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6. All you need to do now is choose which filters you want to use; once you've selected and configured things as needed, you'll have a Dynamic Filter that looks something like this:

Testing your Dynamic Filter

As your creating or modify a Dynamic Filter, it's useful to see what Contacts the Dynamic Filter will find in your PSA. Fortunately that's an easy task - at the bottom right-hand corner of the screen, simply click the Test button to see the results:

Using a Dynamic Filter

Once you've saved your Dynamic Filter, navigate to the Messaging -> Broadcast Messages page. Type out the text message that you want to send, and click the Next button:

On the next page, click the Apply Dynamic Filter button to select your Dynamic Filter:

Review the contacts that are returned, and click Send when you're ready to send out that text message - that's all there is to it!

Introduction

On the Pro plan, MSP Process offers a feature called Broadcast Messages that lets you send out text messages in bulk to your end-users. 

There are lots of scenarios where the Broadcast Messages feature can be useful, but here are a few of the most common:

• When a remote site has lost internet access, and you want to tell the employees there that you're working on the issue
• When there's a Microsoft outage (say for Exchange, or Teams), and you want to alert the primary points of contacts for your customers to let them know about the problem
• When a natural disaster occurs, and you want to inform your customers about updates related to their data, office locations or other emergency instructions

Using the Broadcast Messages Feature

Step 1: Composing the Text Message

1. Login to the MSP Process UI
2. Navigate to the Messaging -> Broadcast Messages page
3. Write the text message that you wish to send; you can send messages up to 1,224 characters in length
   • HINT: To create those pre-built Conversation Templates, head on over to the Ticketing -> Templates page
4. Click Next when you're ready to proceed

Step 2: Choosing the Recipients

Now that you've composed the SMS message that you want to send, you need to specify who should receive it. There are 4 options to choose from:

Using a Dynamic Filter

A Dynamic Filter (configurable under the Messaging -> Dynamic Filters page) allows you to "live" query your PSA to find contacts that match specific criteria - such as having a mobile phone, bring a Primary Contact, or having a custom property or UDF set to a specific value. Using a Dynamic Filter is the recommended approach to sending out text messages, as it leverages the data you already have in your PSA, with no additional administrative overhead.

Dynamic Filters support both Autotask and ConnectWise.

Importing Users from your PSA

MSP Process makes it easy to search your PSA to find users under specific Companies. Click the From PSA button, choose your PSA Integration, and then you can select which Company you want to see the Contacts from:

Importing Users from a Messaging Group

A Messaging Group is a list of users that you've saved. You can create Messaging Groups from the Broadcast Messages page, by creating your list of recipients, and then clicking on the Add as New Messaging Group button at the bottom of the page. You can also create a Messaging Group from the Messaging -> Messaging Group page.

To import recipients from an already existing Messaging Group, click the From Messaging Groups button, choose your group, and then click Submit:

Manually Adding Users

The final (and highest administrative overhead) way of adding recipients to your bulk text message is to manually create them, by clicking the Add Manually button, and then enter in the recipient's name and phone number:

Sending the Text Message to your Recipients

Once you've assembled the list of recipients, simply click the Send button at the bottom right-hand corner of the screen to send it off:

Reviewing Sent SMS Messages

Once you click the Send button, a pop-up window will appear that shows you the results of your bulk SMS messages:

Congratulations! With just a few clicks, you've sent out a bulk text message to your clients. Easy-peasy, right?

Introduction:

All MSPs already have a phone number that their customers are familiar with - and some of those customers already text their MSP through that phone number.

While MSP Process offers a custom phone number for text-to-ticketing, there are scenarios where MSPs don't want to have to educate their customers to use a new phone number just for text message purposes.

There is a feature in MSP Process that lets our Partners configure a phone number - that they already have in their own Twilio account - be the phone number that their customers can use for text-to-ticketing, as the MSP's Outbound Messaging number, or as a ticket-specific SMS Channel number.

Prerequisites

• In Twilio, you must have a "Verified" A2P campaign setup
• In Twilio, you must have a Messaging Service created and linked to your A2P campaign
• In Twilio the Messaging Service, on its Integrations tab, must be configured to send webhooks:
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Linking MSP Process to your Twilio Account

1. Login to the MSP Process UI (https://mspprocess.com) as an Admin-level account
2. Navigate to the Account Settings -> Twilio Account page
3. Click the Add New button
4. Specify a Name for this Twilio account, and the Account SID and Auth Token (these can be found in the Account Dashboard page of your Twilio account) 
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5. Click the Test button; once it's confirmed as successful, click the Submit button

Selecting a Phone Number from your Twilio Account

1. To view the list of phone numbers that are available in your Twilio account, click on the green eyeball icon in the Actions column:
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2. To make a specific phone number available as a text-to-ticket number, just click on the icon in the Actions column
3. Make sure to link your phone number to the appropriate Messaging Service in Twilio:
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4. Choose whether you want to use this phone number as a "Text-to-Ticket" number, as Ticket-specific "Pool" number, or as your Outbound Messaging number.
5. Click the Import button to finish the process

Using Your Phone Number for Text-to-Ticketing

1. Once the phone number has been imported from your Twilio account, navigate to the Messaging -> Configurations page
2. Click the Add button
3. You'll be able to select your Twilio phone number from the Phone Number drop-down menu:
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4. When you're ready, click Submit!

To initiate an SMS Conversation from within MSP Process portal following the instructions below: 

Go to Ticketing -> PSA Ticketing as shown below and click the three dots next to any open ticket at the far right and choose Add SMS Channel. 

Click on the View Icon shown below to see the details about the ticket and SMS chat.

Introduction

Your team will often send the same kinds of text messages to your customers:

• When first starting to interact with an end-user regarding a ticket, they may send something like "Hey - do you have a minute to chat about this ticket you've logged?"
• When closing a ticket, they may send something like " Hey there - it's been great working with you today. I'm glad we got the issue resolved quickly, so I'm going to go ahead and close this ticket."

The Message Templates feature allow you to create pre-built text messages for your team to use - saving them time, preventing typos, and ensuring consistent messaging to your customers. 

Managing Message Templates

Click on the Messaging -> Message Templates as shown below.

From templates you can Add, Edit, Clone or delete existing templates. 

Using Variables in Message Templates

You can use variables in your Message Templates, and MSP Process will fill them in when your technician chooses to use a Message Template within the context of a ticket:

Here's what things look like for your technician, within our Pod/Insight:

Adding an SMS Channel allows you to create a ticket and enable an SMS chat between you and the contact for the company. 

** IMPORTANT NOTE ** The system will use the ticketing defaults that are setup for that SMS Channel so that you don't have to select them each time. This allows you to generate tickets more quickly with less selections. 

To enable an SMS Channel go to Messaging -> SMS Channels

Click Add at the top right

Once you click Add then select the Company, Contact and a template or manually type in your subject and message. You can also create templates and use those for faster ticket creation. 

Our SMS Channel Configuration Options give you control over how you interact with your customers over SMS. For instance you may not want to allow them to send inbound SMS to create a support ticket depending on your workflows. In this case you can initiate the first SMS and allow the user to respond. Most MSPs are going to a two-way approach allowing their customers to send in tickets this way. It improves time to resolution by allowing customers to communicate on a platform they use all day long, SMS. 

How to Configure SMS Channels

Go to Messaging -> Configurations -> Add

CRM - Choose the PSA you intend to use that you've already setup under integrations. If you are an MSP or provider with more than 1 PSA you can utilize multiple ones and setup separate configurations for each. 

CRM Defaults - Choose your PSA Defaults that the system will use when a user sends in a ticket it will route to the board/queue with proper settings you've selected. 

Phone Number - Select one our avaialble phone numbers or request a new number with your own area code to use. This number can be utilized to send outbound SMS and receive inbound SMS to automatically generate tickets. 

Notification Group - Our Notification groups can be setup for On Call Scheduling to notify the technician on call via Email, SMS, Phone Call and Mobile App (coming soon). 

Allow Users to Create Channels - This allows your customers to send an SMS to your phone number above to generate a ticket and SMS channel. 

Confirm Messages to User - This setting means anytime a user sends in a message, they receive a confirmation text that the system received it and the ticket was updated. The system will by default send them back a message with their ticket info and instructions on the first SMS back to the user. 

Put Channels link to ticket - This adds a link to the SMS chat in MSP Process right into the ConnectWise ticket so the technician can easily click right into the SMS chat.