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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 SMS 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
  1. 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 SMS 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 SMS 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?