Customizing Contact Update Form Emails/SMS Messages

You can customize the Contact Update emails/text messages that are sent to your end-users. Simply navigate to the Messaging -> Contact Update Settings menu, and then open up the Email/SMS Templates section:

Do NOT remove the $url variable or any formatting as it pertains to the URL. Please only change the wording as removing the URL will remove the link the user will receive. 

SMS Template: is the Opt-in Template language that is sent to the user as a text message, if you choose to send an Opt-In form to a mobile/cell number. 

PSA Ticket Note Template: This is the note logged to your PSA when an Opt-in form is sent to the user. 

Email Subject Template: This is the subject of the Opt-in Email. 

Email Header Template: This a header template if you would like to use a header at the top of the Email. 

Email Body Template: This is the body of the email and you can use HTML as well to design it. 

Further Customization #1: Customizing the Logo that is in the Body of the E-mail

Be sure to add your logo to your tenant and turn it on for Email as shown below: 

Go to Account Settings -> Settings to verify it is setup properly. 

Further Customization #2: Changing the Sender Address of the E-mail

By default, all e-mails that the MSP Process platform sends out come from noreply@mspprocess.com. You can have Opt-in form e-mails get sent through an M365 mailbox - we strongly recommend that you do so, so that your customers trust the e-mails you send them. Instructions on how to set this up are ready and waiting for you in the following KB article:

Sending E-mails through an M365 Shared Mailbox (mspprocess.com)

Bulk Contact Update Forms

They serve two purposes for MSPs. You can allow your users to opt in to receive SMS messaging prior to you sending them for support.

The system will also allow them to update their phone number if it is not the correct number for SMS. 

Before you begin we recommend doing two things:

1. Setting up your company logo if you haven't already: Update your Company Logo
2. Customizing the Subject and Body of the Opt-in e-mail that you'll be sending to your customers: Customize Contact Update Emails and Text Messages

Go to the Contacts page

Filter by name, company, phone number or e-mail address; then select the users you'd like to email the Contact Update form and click the Send Contact Update Form button as shown below: 

A review screen will come up that shows you any issues such as an incorrect format of the existing phone number. To receive SMS each contact needs to have the Country Code such as +1 in front of the number for US. We generally recommend emailing the Opt In forms but you can also choose to send via SMS as well as an option or mix and match depending on the company/user. 

Click Submit once you are ready to email out the forms. Emails will be sent to everyone in the list and they will have the opportunity to update their contact number from the link in the email. 

The system will show if there are any errors (incorrect email/phone number etc): 

Here is a sample email received and how it looks if a user opens/clicks on their mobile phone as well: 

Before you begin we recommend doing two things:

1. Setting up your company logo if you haven't already: Update your Company Logo
2. Customizing the Subject and Body of the Contact Update e-mail that you'll be sending to your customers: Customize Contact Update Emails and Text Messages

You can send one or many Contact Update Forms via email to your clients using the Contacts screen. In the Actions column, click on the Contact Update Form button:

If you'd like to allow your user to update their mobile phone you can check that box. The preferred way to send Contact Update Forms should be email so that you don't send SMS without the users permission. 

Users will receive an email similar to the one below: 

Once they click the link they will receive a dialog like the one below to confirm they'd like to receive SMS and they can update their phone number in ConnectWise if you've allowed them to do so. 

Once they are opted in the system will show that they've opted in. 

This data is also visible in the MSP Process Pod (for ConnectWise, HaloPSA, Kaseya BMS, Syncro, SuperOps and Zendesk; A green status message shows when someone has opted in: