Ease Connect allows managers to communicate with customers through SMS directly from the alert. SMS interactions can be routed in different ways depending on your organization's configuration.

This guide covers:

• How inbound SMS is handled
• How SMS follow-up works
• Monitoring customer responses
• Calling a customer from an SMS
• Quick Action links available through SMS
• Requirements for sending customer information

1. SMS Routing & Alerts

SMS can be configured to either route inbound or create a follow-up task. How SMS is handled depends on your organization's specific configuration.

Inbound SMS

When SMS is configured for inbound routing:

1. An incoming SMS creates an alert.
2. A manager can open the alert and respond directly to the customer.
3. If the SMS is not answered, the alert will eventually expire.

4. When the alert expires, a follow-up task is created so the message can be addressed later.

    

SMS Follow-Up

Organizations may also configure SMS to route directly to a follow-up task rather than an active inbound alert.

Important: Check your organization's SMS configuration to understand how inbound messages are routed.

2. Keeping the Conversation Together

Once an SMS conversation has started, all responses are added to the same existing task or conversation thread.

While an SMS alert is open:

• Customer responses automatically update the open thread.
• New responses do not create a separate alert or task while the existing alert remains open.
• SMS can be sent to both recognized and unknown numbers once the SMS conversation has been started.

Pro Tip

If you're waiting for a customer to respond, leave the SMS alert open for a few minutes when possible.

This can help:

• Minimize unnecessary alerts and follow-up tasks.
• Keep the conversation within the same thread.
• Allow the customer to continue communicating with the same manager.

3. Knowing Who Is Waiting

The SMS alert will indicate whether you are waiting for the customer's response or the customer is waiting for your response.

Pay attention to this indicator when managing multiple SMS conversations so you can prioritize messages that require a response from you.

4. Inbound SMS Can Be Transferred

 SMS conversations can be transferred to another manager.

If another team member needs to take over the conversation, transfer the alert as you would a phone or virtual console call. It will route back to you if not accepted. This cannot be done for an SMS follow up task.

5. Initiating a Phone Call from SMS

A phone call can be initiated directly from an SMS message.

This can be helpful when:

• The conversation would be easier to resolve by phone.
• The customer requests a call.
• Additional clarification is needed.
• The issue requires a more detailed conversation.

Important Note: Phone calls started from an SMS message do not have a hold option.

Quick Actions

Quick Actions provide commonly used links and information that can be sent to a customer directly through SMS.

Available Quick Actions include:

Payment Portal

Sends the customer a link to access the payment portal.

Move Out Link

Sends the customer a link to begin the move-out process.

Note: Sending the move-out link communicates the customer's intent to vacate but does not necessarily complete the move-out in the PMS. Follow your organization's move-out process.

Gate Access Information

Provides the customer with the appropriate gate access information based on their account status and the facility's configuration.

Gate Access Information: When Can It Be Sent?

Gate access information is only sent when the required account criteria are met.

Based on the customer's account:

Gate Access Message Examples

Eligible tenant:

The customer is a recognized tenant, is not delinquent or overlocked, and the facility has a gate. The customer can receive the appropriate gate access information.

Delinquent or overlocked tenant:

The customer will not receive a gate access message because their account is delinquent or overlocked.

Facility without a gate:

No gate access information will be sent because the facility does not have a gate.

No gate code assigned:

The tenant is not delinquent or overlocked, but no gate code has been assigned to their account. The gate code must be added to the PMS before it can be provided.

No phone number on account:

The tenant is not delinquent or overlocked, but there is no phone number associated with their account. The PMS should be updated with the appropriate phone number.

Quick Action Requirements

All Quick Action links require the phone number to be associated with an active tenant account.

Unknown numbers and leads cannot receive Quick Action information, including:

• Payment Portal links
• Move Out links
• Gate Access information

Before sending a Quick Action, confirm that the phone number is associated with the appropriate active tenant account.