Introduction

It is often helpful to send a text message to several recipients at one time. The Quiq Outbound Notifications functionality provides this capability in a simple interface.Whether it is to 20 or 1,000 recipients, Quiq provides you with tools to send consistent messaging to small or large groups based on your needs.

Using Outbound Notifications

License and Permissions

This feature is permissioned based upon the settings under Admin > Contact Points > {selected contact point} > General > Outbound Roles > Send Notifications. Only users in the selected roles will be able to send notifications from the selected contact point. Note that often the Everyone role is added here by default, enabling all users to send notifications until this is changed. It may be useful to add add roles with no queues assigned, strictly to manage Notifications access.

Notifications are billable based upon the contract pricing.

Difference Between Notifications and Conversations

Refer to the Agent Manual - Starting a Conversation section for details on starting a conversation. A notification differs in that:

  • Notifications may be sent to multiple SMS recipients
  • Notifications do not start conversations unless the recipient responds

When to Use

Please consider compliance considerations before sending notifications. Recipients should have agreed to receive (opted-in to) SMS messages from your organization. Outbound notifications are best used when the level of response is unknown.

Example Message: “Our Garage had a power outage today and some trucks may be delayed. Please reply if you require additional information.”

The above message is for general information and invites recipients to engage easily if needed, by replying to the text.

BAD Example: “Our representative is at your address but cannot find an issue. Please contact us.”

This message should be sent via conversation vs. notification because the agent would want to ensure the recipient is contacted and engaged.

Salesforce users may utilize notifications via custom code to send a message to a lead or contact directly within the Salesforce application. These may generate tasks on the associated record. These messages are also visible in the Outbound - History section.

Welcome screen

The Welcome screen offers the user choices to send notifications, view history, and make changes to Topics.

Sending the Message

Click the Outbound button from the toolbar on the top left of the Quiq application, then choose the Send Notifications option.

  • Select the appropriate contact point to send from. Note that not all users will see multiple contact points.
  • Select a topic or add a new one. Topics allow notifications to be grouped and identified separately. Click the Plus icon to add a topic
  • Enter recipient numbers separated by a comma.
  • Enter the text message to send.
  • Note that emojis (if enabled) and snippet content may be used for notification message content.

Long Messages

Messages that exceed the character limit for a single SMS message (160 characters) will be split into the necessary number of messages and a warning will be displayed. The user must either check the warning acknowledgement, or reduce the message size to allow the message to be sent.

When the notification is sent, a confirmation is displayed

Error Messages

If the entered numbers are not valid SMS recipients or the send fails immediately, an error message will be displayed and the problem number is shown.

Viewing History

Notifications sent will all be associated with a topic. The default topic is used until new topics are created and selected. The default topic my not be deactivated. As topics are added and notifications sent, a permanent tally of notifications sent and delivered is maintained on a per topic basis. Select the desired time interval to view results for that interval. The view may be toggled between active and inactive topics.

A more granular view of messages may be had by selecting the View Recent button for each topic. The 1000 most recent messages sent for that topic are displayed, with an indicator showing whether the message was delivered to the specific number. Selecting the single item allows a review of the message sent.

Topic Settings

This screen allows the user to manage Topics, including creating, disabling, and editing topics. Note that the default topic may not be edited or disabled.

  1. Click to toggle between active and disabled topics.
  2. Click the green button to create a new topic.
  3. Click the pencil icon on an existing topic to change the topic label.
  4. Click the dumpster icon to deactivate a topic.

Topics may only be disabled, not deleted. Disabled topics are not available in the send notification dropdown list of topics.

A Topic may be re-activated by switching to disabled topics, and selecting the recycle icon for the topic to be re-activated.

Using CSV File for Notifications

If you elect to utilize the CSV file option for sending outbound notifications you can leverage your source system to export recipient mobile numbers and other personalized information. Please be cognizant that while any spreadsheet program can be used to create your .csv file, Quiq requires the information to be configured as demonstrated below in your .csv export:

ex. +15551234567, “Hello world!”

On your spreadsheet your information will populate two columns. Column A will contain your recipient’s phone number and column B will contain the message you will send them.

Files should be CSV formatted with 1,000 rows or less and not include a header row. Each row should have the destination phone number and the message for that number.

Custom Messaging using CSV file

You may want to use the Quiq Outbound Notification tool to send custom messages to your customers. For example you may want to include the customer name and a shipping tracking number to each notification recipient. You can customize each message sent by using a merge formula in your spreadsheet application.

In the example below you can see that the first column of my spreadsheet includes my customer mobile number and the second contains a message with their name and a tracking number.

This was done by using the merge formula to call specific data from other fields on the spreadsheet. In this case I used =C2&” “&D2&”“&E2&” “&F2&” “&G2&”“&H2&” “&I2

Please download the sample spreadsheet for future reference. Sample Quiq Outbound Notification Spreadsheet with Merge Formula You will need to go to File > Download > And select the file format you want like .xlsx for Excel.

Here’s the breakdown of the information contained on spreadsheet.

  • Column A will have the customer cell phone number you want to text.
  • Column B contains a formula to merge all pertinent pieces of the message together into a single custom notification
  • Column C has the Intro to the message “Hello”
  • Column D has a column that is filled with the Customer Name
  • Column E has a period to end the first sentence.
  • Column F has additional verbiage of the message “Thank you for ordering from Quiq Training Company. Your product has shipped successfully. Your tracking number is”
  • Column G contains the tracking number for that customer order
  • Column H contains a period to end the fourth sentence.
  • Column I contains the verbiage you’d like to use to end the message

🛑Remember that you need to save the file as a CSV for uploading into Quiq

If you have the ability to export from your shipping system a column with your customer’s phone number, name and their tracking number, you can replace the contents of Column A, D and G you’ll be able to have a custom message for each shipment.

Feel free to customize the sample spreadsheet with your outbound notification messages.