# Add Conversation Tag
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/add-conversation-tag
This action allows agents to automatically add tags to chat conversations within a flow. It helps organize and classify conversations more effectively for easier tracking and reporting. You can add special tags to the conversation as per the conditions set up during the journey. You can add multiple tags to the conversation at the same time. The newly added tags will be appended to the already present tags on the conversation.
### **Topics covered:**
* [How to configure the Add Conversation Tag Action ](#how-to-configure-the-add-conversation-tag-action)
* [Practical Example](#practical-example)
### How to configure the Add Conversation Tag Action
* While setting up an execution flow, select the “**Add Conversation Tag**” action.
* Enter Required details:
* **Name**: Provide a name for the step. Existing name validations apply.
* **Description**: Add a brief description (optional). Standard validation rules apply.
* **Tag(s)**: Add one or more tags. Existing tag validation rules will be applied.
* Click **Save** to confirm your setup.
![image.png]()
![Screenshot 2025-11-03 at 12.28.14 PM.png]()
### Practical Example
In a customer support chatbot, when a user mentions billing-related issues (e.g., “I was overcharged” or “Need invoice”), the flow can automatically add tags like **“Billing”** and **“Urgent”** to the conversation using the **Add Conversation Tag** action. These tags help the support team:
* Instantly categorize the chat as a billing issue.
* Prioritize it for faster resolution.
* Enable reporting and filtering of billing-related queries.
* Track the frequency of certain issues over time for process improvements.
# Ask Question
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/ask-question
The **Ask Question** action allows you to collect structured responses from users during bot interactions by presenting a question and a list of options. This ensures your chatbot can guide users down the right path based on their selections—be it capturing preferences, routing to specific intents, or simply collecting input.The Ask Question action is a part of the [**agent execution flow**](https://support.salesmate.io/hc/en-us/articles/45879772372505) that enables you to prompt users with clear and guided questions, offer multiple-choice options, and route the user based on the responses.
### **Topics covered:**
* [How to Configure Ask Question](#how-to-configure-ask-question)
* [Practical Use Case](#practical-use-case)
### How to Configure Ask Question
While setting up an Execution Flow, select the **Ask Question** action.
![mceclip0.png]()
Once the action is selected, configure it by providing the following details:
* **Name**: It is the identifier of the step.
* **Description**: It is optional to display internal notes for context.
* **Question**: Type the question that you want to ask the users.
* **Options**: You can provide choices so that the user can pick one from them.
* **Allow Open Responses**: Let the users type their response through a text box reply.
* **No Reply:** It handles situations where the user doesn't respond within a certain timeframe.
* **Timeout Duration**: You can mention the time you want to wait before the no-response message. The time has to be in seconds.
* **Reprompts**: You can add different variations of the no-response message. You can use AI to generate different variations after adding the first one.
* **Follow-Up path**: You can configure the follow-up actions after the no-response message has been sent.
![mceclip2.png]()
* You can preview the Question and the options using the **Preview** button.
* Click on **Save** to save the action.
You can also configure the follow-up actions for each option in the question.
### Practical Use Case
Imagine you want the system to update the delivery address automatically. You can do that using the Ask Question action.
### The triggers and Actions used in this example- **Trigger:**
Update Delivery Address: You can configure another Ask Question "What is the new Delivery Address", which will have Allow Open Response enabled.Update Phone Number: You can configure another Ask Question "What is the new Phone Number", which will have Allow Open Response enabled.
You can update the contacts based on the input shared by the users.
# Banner
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/banner
The **Banner - Action** in AI Pilots allows you to display important messages directly on your webpage as a **banner**, rather than inside the in-app Messenger. This feature is ideal for communicating scheduled maintenance, key announcements, or even capturing user reactions.
### **Topics covered:**
* [To configure the Banner Action](#how-to-configure-the-banner-action)
* [Practical Example](#practical-example)
### How to configure the Banner action
* While setting up an Execution Flow, select the **Banner** action.
![mceclip0.png]()
* Once the Banner action is selected, configure it by providing the following details:
* **Name**:Assign a clear and descriptive name to the action to identify its purpose in the flow easily.
* **Description**: Add a description to better understand the action you like to perform.
* **Message:** Add the message that you like to display as the banner.
* **Response Type**: You can set it to None or Reaction to get the response on your banner.
* **Banner position**: You can select the banner position on the screen.Banner Style: Apply predefined visual styling to your banner, such asInlineorFloating.
* **Color**: Set the background color to match your brand or message tone.
![mceclip1.png]()
* You can also preview the banner and hit **save**.
### Practical Example:
Display a banner on your website informing users about upcoming scheduled maintenance, without sending a message in Messenger. This provides proactive communication about outages or downtime and keeps users informed without interrupting their in-app flow.
![mceclip1(1).png]()
# Capture Entity
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/capture-entity
The **Capture Entity** action allows AI Agents to extract specific data from user responses during a conversation. It’s designed to capture predefined **entities** such as name, email, date, or custom fields and store them as variables for use in your agent flow.
### **Topics covered:**
* [To configure the Capture Entity Action](#how-to-configure-the-capture-entity-action)
* [Practical Example](#practical-example)
### How to configure the Capture Entity action
* While setting up an Execution Flow, select the **Capture Entity** action.
![mceclip0.png]()
* Once selected, configure it using the following fields:-
* **Name:** Assign a clear and descriptive name to the action to identify its purpose in the flow easily.
* **Description:** Add a description to better understand the action you like to perform.
* **Entities:** Select one or more **enabled entities** that you want to capture. Only entities previously defined and enabled in the bot are shown.Click **+Add** to include multiple entities.For each entity, you’ll need to configure **re-prompt messages**.
* **Re-prompt Automatically:** If enabled, will handle re-prompting when required entities are missing.
* **Exit Rules:** Define conditions to stop the capture step if the user fails to provide input (e.g., after a number of attempts). Write rules in natural language (e.g., “Exit if user says ‘I prefer not to share my email"*.*). You can set up to **10 rules**. Exit Rules are only available if **Re-prompt Automatically** is enabled.
* **Listen to Other Intents:** Allows the agent to respond to predefined triggers while collecting data.
* **No Match:** Handles unexpected responses that do not match any entity.
* **No Reply:** Enable this option to handle situations when a user does not respond in time.
* **Timeout Duration**(in seconds): Define how long to wait before triggering a re-prompt.
* **Re-prompt Messages**: Provide one or more messages to send during no-reply events.
* **Generate with AI**: Once you enter a re-prompt, you can generate more using AI suggestions.
* **Follow-up Path**: Optionally define a fallback path if all re-prompts fail. This adds a second output port to your step.
![blobid0.png]()
* Once the configuration is done, hit **Save.**
### Practical Example
Here, I wanted to collect important details from a customer who wants to book a service appointment or needs support. The agent asks for the user's name, contact info, preferred date, and type of service. All the captured info can then be used to confirm the booking and update your CRM automatically.
![blobid0(1).png]()
# Capture Record
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/capture-record
The **Capture Record** action allows AI Agents to collect and store user input directly into either **Contact** or **Company** fields.
### **Topics covered:**
* [To configure the Capture Record Action](#how-to-configure-the-capture-record-action)
* [Practical Example](#practical-example)
### How to configure the Capture Record action
* While setting up an Execution Flow, select the **Capture Record** action.
![mceclip0.png]()
Once the Capture Record action is selected, configure it by providing the following details:
* **Name:** Assign a clear and descriptive name to the action to identify its purpose in the flow easily.
* **Description:** Add a description to better understand the action you like to perform.
* **Module:** Choose between **Contact** or **Company** to specify where the data will be stored.
* **Capture Field:** Select the specific field (e.g., First Name, Email, Company Name) you want to capture.
* **Skip if the value already exists:** Enable this to prevent overwriting existing values unless they are empty.
* **Message:** This is the prompt displayed to users, asking them for the data.
* **Listen to Other Intents:** Allows capturing user response while checking for predefined intents.
* **No Reply:** Set a timeout and reprompt strategy when the user doesn't respond.
* **Timeout Duration:** Set a timeout and reprompt strategy when the user doesn't respond.
* **Reprompts:** Provides a message that gets sent to the user if they do not reply.
![mceclip1.png]()
* Once the configuration is completed, hit **Save**.
### Practical Example
I’d like to capture basic information, such as name and email, from visitors who spend more than 10 seconds on the Contact Us page. Once we have their details, a team member will reach out to address any questions they may have.
![mceclip1(1).png]()
# Capture User Reply
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/capture-user-reply
In this article, we will learn about how to use the **Capture User Reply** action in a conversational flow. This action collects a user’s complete response during a conversation, storing it in a variable for use elsewhere in the [flow](how-to-use-and-configure).
### **Topics covered:**
* [How to Use and Configure](#how-to-use-and-configure)
* [Practical Use Case](#practical-use-case)
### How to Use and Configure
* Within the Execution flows, once you have configured your trigger please choose **Capture User Reply** under Chat Conversation.
![Execution-Flows-06-04-2025_04_27_PM.png]()
Once selected, you will need to provide below details: Name: Assign a clear and descriptive name for the action to easily identify its purpose.
* **Description (Optional):** Provide a brief explanation of the action’s function for reference.
* **Capture to Variable**: Select the variable where the captured reply will be stored.
* **Listen to Other Intents:** Enable this option if you want the agent to detect and trigger other intents based on the user’s reply.
* **No Reply Handling**: Enable this option to Send a follow-up message to re-engage the user and send a follow up messages automatically. When enabled, you will need to configure below settings.
* Timeout Duration:Set the time (in seconds or minutes) the system should wait for a user reply before triggering a response.
* Re-prompts: Enter responses which should be sent when no reply is received. You can provide one example and have more responses generated by AI
* Additional Output Port for No Reply (If Enabled):If No Reply Handlingis enabled, an extra output port is added to manage scenarios where no user reply is received. This allows you to define aspecific path to follow after all retry prompts are exhausted (e.g., escalation, timeout message).
![Capture Custom text.png]()
### Practical Use Case:
Imagine an e-commerce chatbot assisting a customer with placing an order for a personalized product, such as a custom T-shirt. The bot could ask, “Please enter the custom text you’d like printed on your T-shirt.” In this scenario:
* The **Capture User Reply** action is used to store the customer’s input (e.g., “John’s Birthday Bash”).The reply is saved to a **variable**(e.g., `customText`) that can be passed along to the order management system.If the customer doesn’t respond, the **No Reply Handling** option triggers a gentle reminder like “We need your custom text to complete the order. Please enter it now.”
![Execution-Flows-06-02-2025_03_50_PM.png]()
# Card Component (Chat / Bots)
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/card-component-chat-bots
The **Card Component** in Execution Flows allows you to display structured information visually in line with the conversational interface. Cards can be shown individually or as part of a carousel to enrich chat experiences.
### **Topics covered:**
* [How to Configure the Card Component](#how-to-configure-the-card-component)
* [Practical Example](#practical-example)
### How to Configure the Card Component
While setting up a Smart Flow, select the **Card** action from the list of available actions.
![Screen Shot 2025-06-05 at 4.30.13 PM.png]()
Once selected, configure the card with the following settings:- **Name:** Assign a clear name to the card component.
* **Description:** Optionally, enter an internal description to describe the purpose or use of this card in the flow.
* **Image:** You may upload a static image or provide a dynamic image URL (supports variables).Supported formats: jpg, jpeg, png, gif.If no image is provided, a blank thumbnail will be shown.
* **Title:** This is the main heading on the card. This can contain text or variables (for dynamic content).
* **Body:** Descriptive text shown below the title. It can include dynamic variables and supports basic formatting (bold, italic, underline, etc.).
* **Buttons:** You can add up to 10 interactive buttons. Each button must have a label and can use variables.
* **No Match:** You can enable this option to handle unexpected user responses.
* **No Reply:** You can enable this option to handle silence or lack of user interaction.
![Screen Shot 2025-06-05 at 4.33.57 PM.png]()
You can also click on **Preview** to check how your Card Component will look.
![Screen Shot 2025-06-05 at 4.37.24 PM.png]()
* After configuration, click **Save** to complete the setup.
![Screen Shot 2025-06-05 at 4.47.55 PM.png]()
Output ports are available for: each button, no match (if enabled), and no reply (if enabled).
![Screen Shot 2025-06-05 at 5.57.57 PM.png]()
### Practical Example:
Let’s say a visitor lands on your website’s **Product/Services** page. You can use the **Cards component** to display a contextual pop-up message - promoting an offer, showcasing a featured product, or guiding them to a demo or contact form
![Screen Shot 2025-06-05 at 5.59.18 PM.png]()
This helps engage visitors in real-time, boosts conversion, and drives them toward the next step in your funnel.
# Carousel (Chat / Bot)
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/carousel-chat-bot
The **Carousel** component in your **Chat/Bot flow** allows you to display a swipeable gallery of cards to customers, each card containing images, text, and interactive buttons. It is ideal for showcasing products, options, or content previews and allows customers to make selections or take actions.It is a visual component that presents multiple cards to the user, either as fixed content or populated dynamically using variables.
### **Topics covered:**
* [Components of Carousel](#components-of-carousel-name-it-is-the-identifier-of-the-step)
* [Types of Carousel](#types-of-carousel)
* [Practical Use Case](#practical-use-case)
### Components of Carousel-
* **Name:** It is the identifier of the step.
* **Description:** It is optional to display internal notes for context.
* **Carousel Type:** You can choose between Fixed or Dynamic.
* **Cards:** You can add one or more cards with an image, title, description, and buttons.
### Types of Carousel
* [Fixed Carousel](#fixed-carousel)
* [Dynamic Carousel](#dynamic-carousel)
### Fixed Carousel
A Fixed Carousel displays a set number of cards with manually defined content.
### Steps to Set Up Fixed Carousel
While setting up an Execution flow, select the Carousel Action.
* **Step Name:** Add a unique name for the carousel.
* **Internal Description:** (Optional) Add notes for internal use.
* **Carousel Type:** Fixed
![mceclip1.png]()
You will need to add at least one card:
* **Image:** Upload an image or enter a static URL.
* **Title / Description:** Text content (you can use variables here).
* **Buttons:** Add 1–10 buttons per card.Each button can trigger a different action.
![mceclip2.png]()
* Use the **Add Card button** to duplicate or create new cards.
* Additional Settings:-
* **No Match:** This triggers a fallback when the user's input doesn't match the button options. Sends reprompts and ends the flow if exhausted.
* **No Reply:** This triggers an alternative path when no response is received.
![mceclip3.png]()
* Click on **Save**.
* Configure the Actions for each Button.
![image.png]()
**Note:**
* You must have at least one card.
* Buttons stay active even after interaction.
* Output ports = Number of cards × Number of buttons.
### Dynamic Carousel
A Dynamic Carousel renders cards using an array or loop-type variable.
### Steps to Set Up Fixed Carousel
While setting up an Execution flow, select the Carousel Action.
* **Step Name:** Add a unique name for the carousel.
* **Internal Description:** (Optional) Add notes for internal use.
* **Carousel Type:** Dynamic
* **Variable:** You need to provide a loop type of variable or an array type of variable that consists of multiple items or objects to iterate. For example: Record Type of variable with multiple values allowed.
* **Configure the Card Template:** You’ll configure only one card, which is repeated based on the items in the variable.
* **Image**: You can add the image URL attribute.
* **Title**: You can add the title of the card or use attributes for dynamic value.
* **Body**: You can add the body of the card or use attributes for dynamic value.
* **Buttons**: You can add the button names or use attributes for dynamic value.
![mceclip5.png]()
* **No Match:** This triggers a fallback when the user's input doesn't match the button options. Sends reprompts and ends the flow if exhausted.
* **No Reply:** This triggers an alternative path when no response is received.
* Click on **Save**. Configure the Actions for each Button.
![image.png]()
**Note**: Maximum 10 cards and 10 buttons per carousel. All dynamic cards use the same structure and buttons.
### Practical Use Case
The Carousel can be used to display the top 5 products you offer when an intent is detected. You can show the product images, name, and price with buttons like Purchase or Details.
Here is an example of how your execution flow will look:
![mceclip6.png]()
# Decision
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/decision
The **Decision** action empowers your AI agent to understand user intent through free-form input and route conversations accordingly. This makes your chatbot smarter, more flexible, and capable of handling complex branching logic.It lets users reply freely and intelligently directs the conversation based on matched intents. It listens for specific user intents and connects the interaction to the appropriate next step.You can collect unstructured inputs, detect user intention, route the flow accordingly, and handle unmatched responses or inactivity.
### **Topics covered:**
* [Configuring the Action](#configuring-the-action)
* [Practical Use Case](#practical-use-case)
### Configuring the Action
* While setting up the [execution flow](https://support.salesmate.io/hc/en-us/articles/45879772372505), select the Decision Action.
![mceclip0.png]()
* Once the action is selected, configure it by providing the following details:
* **Name:** Assign a clear and descriptive name for the action to easily identify its purpose.
* **Description (Optional):** Provide a brief explanation of the action's function for reference.
* **Intent:** Select the [intent](#the-triggers-and-actions-used-in-this-example-triggernew-conversationhttpssupportsalesmateiohcen-usarticles45879946769177actions-decisionhttpssupportsalesmateiohcen-usarticles45880265983513-decisionh_01jwhdwkbcd72tdzk4tww5v6nbyou-can-add-three-intents-httpssupportsalesmateiohcen-usarticles45878659301145-for-scheduling-a-meeting-rescheduling-a-meeting-and-cancelling-a-meeting-you-can-configure-the-next-steps-based-on-the-response-provided-by-the-user) that will trigger this flow upon detection. Only **enabled intents** will appear in the dropdown list. You can click on the Pencil Icon to edit this intent. The changes done here will update the Intent you created.You can do an additional setting by clicking the levels icon. You can set up the Exit Rules for each intent.
* **No Match Handling:** This option manages situations when the user's input doesn’t match the expected prompt or contains irrelevant content. You can add optional re-prompts to guide the user back on track.Generate More with AI: Available after adding at least one re-prompt; generates five, ten, or fifteen new training phrases.Re-prompts loop until all provided prompts are used, after which the conversation proceeds along the default path.
* **Follow-up Path:** Define an alternative route if the user remains off track after all re-prompts are used. Enabling this adds an extra output port to specify the follow-up path.
* **Listen to Other intents:** You can enable this option to listen to other intents also that are outside the current scope, that are not added in the decision step.
* **No Reply Handling:** This option manages cases and sends automated responses when the user does not respond.
* **Timeout Duration:** Set duration after which the re-prompt message should be sent **Re-Prompt configuration**: Provide one response to send when No Reply is detected, and you can use the **Generate Sentences with AI**"button to get additional responses.
* **Message**: It is an optional field where you can enter the message you want to display to the user.
![mceclip1.png]()
* Click on **Save**. You can also configure the follow-up actions for each intent you added, No-Match, and No-Reply.
### Practical Use Case
Imagine you want your agent to handle the meeting scheduling for your client without any buttons clicked. Yes, it's possible using the Decision action, where you can include intents for Schedule Meeting, Reschedule Meeting, or Cancel Meeting. You can add three [intents ](#the-triggers-and-actions-used-in-this-example-triggernew-conversationhttpssupportsalesmateiohcen-usarticles45879946769177actions-decisionhttpssupportsalesmateiohcen-usarticles45880265983513-decisionh_01jwhdwkbcd72tdzk4tww5v6nbyou-can-add-three-intents-httpssupportsalesmateiohcen-usarticles45878659301145-for-scheduling-a-meeting-rescheduling-a-meeting-and-cancelling-a-meeting-you-can-configure-the-next-steps-based-on-the-response-provided-by-the-user) for scheduling a meeting, rescheduling a meeting, and cancelling a meeting. You can configure the next steps based on the response provided by the user.
# Email Conversation
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/email-conversation
The **Email Conversation** action allows you to automatically send an ongoing conversation to a user or a team via email. This feature helps in notifying internal teams or agents about specific conversations based on workflow logic.
### **Topics covered:**
* [How to Configure](#how-to-configure)
* [Practical Example:](#practical-example)
### How to Configure
* Select the **Email Conversation** Action from the Action list onto your flow.
![Screen Shot 2025-05-31 at 11.43.11 PM.png]()
* When configuring the **Email Conversation** action, you will be required to provide the following details:
* **Name**: Assign a clear and descriptive name for the action to easily identify its purpose.
* **Description**: Offer a brief explanation of the action’s function.
* **Recipients:** Select individual users or teams to whom the email conversation should be sent.
* **Subject:** Define the subject line of the email.
![Screen Shot 2025-05-31 at 11.46.29 PM.png]()
* Click the **Save** button after entering all required information to save this configuration.
### Practical Example:
Let’s say you run a SaaS business, and your support team often gets follow-up queries from existing customers. To ensure continuity and quick resolution, you want any **returning customer’s new chat** to be **immediately forwarded to the relevant team or team member via email**.
![Screen Shot 2025-06-03 at 5.07.40 PM.png]()
# Functions
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/functions
The **Function** action in Skara allows you to execute your custom function and use its output within the ongoing flow.
### **Topics covered:**
* [How to Configure Function Action](#how-to-configure-function-action)
* [Practical Example](#practical-example)
### How to Configure Function Action
While setting up an [**Execution Flow**](https://support.salesmate.io/hc/en-us/articles/45878729348121-Execution-Flows), select the **Function** action. Once selected, configure it by providing the following details:
![Screen Shot 2025-06-05 at 8.19.08 PM.png]()
* **Name:** Assign a clear and descriptive name to the action so you can easily recognize its purpose in the flow.
* **Description:** Optionally, provide a brief explanation of what this function does.
* **Function:** Select the custom function you want to execute from the available list. Only functions that are configured and available in your account will appear here
![Screen Shot 2025-06-05 at 8.23.37 PM.png]()
* Once configured, hit **Save** to include this action in your flow.
### Practical Example:
Let’s take a scenario from your website: sometimes users might enter an incorrect email address or make a typo while filling out a form. To handle this, you can use the **Function Action** in your Smart Flow to **verify the email address first**. Once verified, you can then **store the correct email** in your system. This ensures you're capturing only valid and usable email addresses, helping improve your data quality and communication accuracy.
![Screen Shot 2025-06-05 at 8.24.46 PM.png]()
# Go to Intent
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/go-to-intent
The **Go to Intent** action allows your AI Agent to instantly jump to a specific intent-based flow at any point during the conversation. This is especially helpful when you want to re-route a user based on their input or choices without re-detecting the intent.
### **Topics covered:**
* [**How to Configure Go to Intent Action**](#how-to-configure-the-go-to-intent-action)
* [Practical Example](#practical-example)
### How to configure the Go to Intent action
* Navigate to the **left sidebar**, click **Execution Flows**.
* Click **New** to create a new flow or open an existing one
* Inside the flow builder, choose **Add Action** >> select **Go to Intent**
![mceclip2.png]()
* Once you have selected the Trigger, click , select the **Go to Intent** as an action.
![mceclip1.png]()
Once selected, configure the following details:
* **Name:** Assign a meaningful name to this action for easy identification within your flow.
* **Description:** Optionally, describe the purpose of this action.
* **Intent Flow:** Select a predefined intent flow that should be executed further.
![mceclip4.png]()
* Click **Save** once your configuration is complete.
### Practical Example
Once a chat is initiated on our website, I want to identify the type of support the visitor needs. Based on their response, the lead or contact will be routed to a relevant subflow, such as Technical Support, Billing & Invoice Support, or Order Status, for a more personalized and efficient experience.
![mceclip0.png]()
# Message
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/message
The **"Message" action** allows agents to display a **custom message directly to customers during their interaction**. This can be useful for sharing important updates, guiding users through a process, or simply providing a friendly note or reminder. It gives you the flexibility to communicate clearly and contextually at any point in the workflow.
### **Topics covered:**
* [Steps to Configure the Message Action](#steps-to-configure-the-message-actionadd-the-action-select-the-message-action-agentfrom-the-list-of-available-actions)
* [Practical Use Case](#practical-use-case)
### Steps to Configure the Message Action:
* **Add the Action:** Select the Message – Action (Agent) from the list of available actions.
![mceclip1.png]()
* **Enter a Name:** Give your action a meaningful name to help identify it later.
* **Add a Description (Optional)**: You can provide a short description for internal reference.
* **Write the Message:** Type the message that you want to display to your customers. You can personalize it using variables or dynamic content.
* **Preview Your Message:** Use the **Preview** button in the configuration popup to see how your message will appear.
* **Save**: Click **Save** to finalize and apply the configuration.
![blobid0.png]()
Once configured, the message will display based on your setup and will appear in the flow with the step name and message content visible.
### Practical Use Case
Imagine a user is browsing your pricing page and opens the chat to ask: **“What’s included in the Pro Plan?”** Instead of waiting for an agent, your Execution Flow detects this query and triggers a **Message Action**: **“Great question! The Pro Plan includes advanced analytics, priority support, and team collaboration tools.”** This delivers immediate value and keeps the user engaged without agent intervention.
![mceclip0.png]()
# Page Redirect
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/page-redirect
The **"Page Redirect"** action allows AI Pilot to seamlessly redirect customers to a specific URL during an interaction. This can be used to guide users to a help article, form, product page, or any other external or internal resource.
### **Topics covered:**
* [How to Configure the Redirect Action](#steps-to-configure-the-page-redirect-action)
* [Practical Use Case](#practical-use-case)
### Steps to Configure the Page Redirect Action:
* Navigate to the **AI Pilots** section and select your desired Execution Flow.
* In the flow canvas, click **+** to add a new step
* Select **Page Redirect – Action (Agent)** from the list
![mceclip1.png]()
* **Enter a Name:** Provide a name for the action to identify it easily within your flow.
* **Add a Description (Optional):** Include a short internal note or description if needed.
* **Enter the Page URL:** Input the destination URL where you want to redirect the customer. You can also use variables or entities to make the link dynamic.
* **Save the Configuration:** Click **Save** to apply the changes.
![mceclip0.png]()
### Practical Use Case
Let’s imagine a scenario where the intent "Refund Request" is detected during a chat. You’ve already defined this intent in system. Now, when a user types something like “How can I get a refund?”, the system identifies the intent and automatically triggers a **Page Redirect** action. The user is seamlessly redirected to your refund policy page `https://yourcompany.com/help/refund-policy`. This redirect event is then logged in the conversation timeline for future reference or follow-up.
![mceclip0(1).png]()
# Post
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/post
In this article, we will learn about how to configure the Post action. This action displays a popup message to visitors or contacts during a conversation and is particularly useful for gathering quick reactions or text-based feedback—such as asking users if they’re enjoying a specific feature.
### **Topics covered:**
* [How to Configure the Post Action](#how-to-configure-the-post-action)
* [Practical Use Case](#practical-use-case)
### How to Configure the Post Action
![Screen Shot 2025-06-09 at 2.37.09 AM.png]()
* **Name:** Assign a clear and descriptive name for the action to easily identify its purpose.
* **Message:** Enter the content of the message to be displayed. Variables or entities can be inserted into the message for dynamic personalization.
* **Post Type:** Select the display size of the post message—choose between **Small** or **Large**.
* **Response Type:** Decide how the user should interact with the post:
* **Reactions:** Allows you to specify reaction options (e.g., thumbs-up, thumbs-down).
* **Text Input:** Enables free-text responses from the user.
* **Delivery Type:** Choose how the post will be presented—either as a **Snippet**(compact display) or **Full**(expanded display).
* **Listen to Other Intents**: Enable this option if you want the agent to detect and trigger other intents based on the user’s input.
* [What is Intent and how to configure](https://support.salesmate.io/hc/en-us/articles/What%20is%20Intent%20and%20how%20to%20configure%20%20Intent)
![Screen Shot 2025-06-09 at 2.37.58 AM.png]()
### Practical Use Case:
Display a **popup message** like “Hurry! Get 20% off on all orders for the next 24 hours!” Include a CTA (Call to Action) button (e.g., “Shop Now” or “Claim Discount”) as part of the **reaction options**. If the customer selects the action, the flow continues with the discount code or directs them to the sales page.If the user doesn’t respond or shows no interest, the flow can provide other shopping recommendations or offer assistance.
![Screen Shot 2025-06-09 at 2.38.40 AM.png]()
# Prompt
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/prompt
You can use this action to run a trained AI prompt in your flow. The prompt can include system instructions, sample conversations, and variables to guide the response. [Learn more](https://support.salesmate.io/hc/en-us/articles/45878724921369)
### How to Configure
* Click on the **Prompt Action** block in your flow.
![mceclip0.png]()
* Add a **Name** based on your flow
* Add a **Description,** it can help explain what this step does.
* **Select a Prompt:** Choose an existing prompt enabled for the bot. Or, you can **create a new prompt** from this screen.
![mceclip1.png]()
* **Only one prompt** can be selected.
* You can choose two Output
* **Capture to Variable** Save the response to a variable for use later in the flow.
* Show as a Message to User Display the response directly to the user in the chat.
* Click **Save** to confirm the flow.
![mceclip2.png]()
# Search Knowledge Base
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/search-knowledge-base
The Search Knowledge Base Action in Execution Flow allows you to automatically fetch answers from a selected knowledge base using a specific question or input from your flow.
### **Topics covered:**
* [How to Configure Search Knowledge Base Action](#how-to-configure-search-knowledge-base-action)
* [Practical Use-Case](#practical-use-case)
### How to Configure Search Knowledge Base Action:
While setting up an Execution Flow, select the **Search Knowledge Base** action.
![mceclip0.png]()
Once the action is selected, configure it by providing the following details:
* **Name:** Assign a clear and descriptive name to the action. This is required and follows standard name validations.
* **Description:** Optionally, provide a short explanation about what this action does.
* **Question:** Enter the exact question to search in the knowledge base, or select a variable that contains the user's input.
* **Knowledge Base:** Select the knowledge base(s) from which the agent will search for an answer. If only one knowledge base exists, it will be pre-selected and lockedIf multiple are available, you can select more than oneBy default, knowledge bases enabled for AI Pilot will be selected, and only these can be used for search.
![mceclip1.png]()
* After configuration, hit **Save** to apply the changes.
This action provides two output ports:
* **Found Results**– Used when a relevant answer is found
* **No Results Found**– Used when no matching content is found
### Practical Use-Case:
Imagine you have a chat support system embedded on your website. When a user asks a question about your product, instead of manually searching for a relevant document, you can automate the response using the **Search KB** action.If you already have a Knowledge Base prepared, the Execution Flow can automatically trigger a search based on the user’s query and return the most relevant article. Your Skara can then directly respond with the correct information, saving time and ensuring consistent, accurate replies.
# Send Survey - Chat
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/send-survey-chat
You can automatically send Survey (CSAT, CES, or NPS) to your contacts based on specific events using the **Send Survey** action. The Send Survey in chat action enables you to collect valuable feedback from your customers by sending surveys automatically when certain triggers occur.
* [How to Configure the Send Survey Action in Chat](#how-to-configure-the-send-survey-action-in-chat)
* [Practical Use case](#practical-use-case)
### How to Configure the Send Survey Action in Chat
While setting up an [**Execution Flow**](https://support.salesmate.io/hc/en-us/articles/45878729348121-Execution-Flows), select the **Send Survey** action.
![mceclip1.png]()
* Once the action is selected, configure it by providing the following details:
* **Name** : It is the identifier of the step.
* **Description** : It is optional to display internal notes for context.
* **Select Survey** : Choose which survey (CSAT, NPS, CES, or custom) from the surveys created that you want to send to the customer in the chat.
* ***Message :*** *Enter the greeting or message that appears above the survey invite in the chat. For example: "We’d love your feedback!"*
* **Survey Start Button Text** : Customize the text on the button that starts the survey. For example: "Start Survey" or "Share Feedback"
* **Position** : Decide where the survey message appears in the chat window — top, bottom, or after a specific message.
* **Style** : Choose the visual style of the survey block to match your brand (like color theme or button style).
* **Allow customers to dismiss the survey** **:** Turn this on to let customers close or skip the survey if they don’t want to answer.
* You can preview the Survey using the **Preview** button.
![mceclip2.png]()
* Click on **Save** to save the action.
### Practical Use case
After successfully helping a customer with a support query in chat, automatically send a quick CSAT survey asking how satisfied they were with the assistance they received. This helps measure real‑time customer satisfaction and identify areas to improve the support experience.
![mceclip0.png]()
# Send Survey Email - Execution Flow
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/send-survey-email-execution-flow
**Send Survey Email** is an action block available in [Smart Flows](https://support.salesmate.io/hc/en-us/categories/36619982436121-Smart-Flows) and Agent [Execution Flows](https://support.salesmate.io/hc/en-us/articles/45878729348121-Execution-Flows) that lets you automatically send a survey (CSAT, CES, or NPS) to a contact based on specific events or triggers.This is useful for collecting feedback after customer interactions such as closing a deal, completing an activity, resolving a ticket, or engaging with a contact.
### **Topics covered:**
* [How to Configure the Send Survey Email Action](#how-to-configure-the-send-survey-email-action)
* [Practical Example](#practical-example)
### How to Configure the Send Survey Email Action
While setting up an [**Execution Flow**](https://support.salesmate.io/hc/en-us/articles/45878729348121-Execution-Flows), select the **Send Survey Email** action.
![image.png]()
To configure the **Send Flow Email Action**, you'll need to provide the following details:
* **Name**: Assign a clear and descriptive name for the action to easily identify its purpose.
* **Description**: Offer a brief explanation of the action’s function.
* **Survey:** Choose from any published surveys (CSAT, CES, or NPS).
* **From Name:** This is the **name of the sender** shown in the recipient’s inbox.
* **From Email:** Email address from which the survey email is sent.
* **Record:** Specify the recipient of the email. In this, you need to specify the contact or set of contacts for the email delivery.
* **Email Field:** Choose the email field where the survey will be sent.
* **Subject:** Subject line of the survey email.
* **Preview Text:** Short preview text shown in the email inbox.
* **Body:** Here you can store the Email message body.
* **Survey Start Button:** Label for the survey button.
* **Footer:** Email footer content.
![Screenshot 2025-07-31 at 5.56.27 PM.png]()
Once the configuration is completed, hit **Save**.
**Note:** If the selected email isn’t found or their email domain isn’t verified, the survey will not be sent, and the process will not move forward.
### Practical Example:
Once a user initiates a chat with us, we can automatically capture their basic details such as **name** and **email**, and create a contact record in the system. From there, we can route the conversation to our **AI Agent** to handle their query in real time. After the interaction is complete, we can trigger a **survey** to collect feedback on their experience.
![image(1).png]()
# Transfer to User
Source: https://support.getskara.ai/ai-pilot/actions-ai-pilot/transfer-to-user
The **Transfer to User** Action in AI Pilot allows you to seamlessly transfer a chat to a specific user or team based on real-time availability.
### **Topics covered:**
* [How to Configure Transfer to User Action](#how-to-configure-transfer-to-user-action)
* [Practical Use Case](#practical-use-case)
### How to Configure Transfer to User Action
While setting up a Execution Flow, select the **Transfer to User** action.
![mceclip3.png]()
Once selected, configure the action with the following details:
* **Name:** Give the action a clear and recognizable name. This field is required and follows standard validations.
* **Description:** Optionally, describe what this action will do or who it will transfer the chat to.
* **Transfer To:** Choose how you want to transfer the chat from the following 3 options.
* **Any available user:** The system will check the availability of all users and randomly assign the chat to the first available user.
* **Any available user from a specific team:** Select one active team from the dropdown
* **Specific user:** Select one active user to whom to transfer the chat.
![mceclip0.png]()
After finalizing the setup, click **Save** to apply the configuration.
![mceclip1.png]()
When the flow reaches this step: If the selected user is available, the chat is transferred, and the flow ends.If not, the system continues based on your flow’s fallback logic.
### Practical Use Case
Let’s imagine a scenario where the intent "Account Related Support" is detected during a chat. You’ve already defined this intent within your AI or bot system. Now, if the user's query requires human involvement, such as checking with account owners or sales reps, you can automate the process further by passing this information into a Execution Flow. From there, the system can automatically check for available users from the Sales or Account Management team and assign the conversation or task to an available team member.
![mceclip0(1).png]()
# Basics of Flow Execution
Source: https://support.getskara.ai/ai-pilot/execution-flows-ai-pilot/basics-of-flow-execution
AI Pilot Flows empower you to automate customer interactions effectively. To ensure optimal performance, it's crucial to understand the foundational rules and behaviors governing these flows.
### **Topics covered:**
* [Flow Structure & Triggers](#flow-structure-triggers)
* [Flow Initiation & Execution](#flow-initiation-execution)
* [Inbox & Messaging Behavior](#inbox-messaging-behavior)
* [Flow Continuity & Error Handling](#flow-continuity-error-handling)
* [Inbox & Messaging Behavior](#inbox-messaging-behavior)
* [Flow Continuity & Error Handling](#flow-continuity-error-handling)
* [Time & Condition Checks](#time-condition-checks)
### Flow Structure & Triggers
Each flow must have **only one trigger**. Supported variables include:**Smart Flow variables**(excluding record triggers)**AI Pilot variables**(global and local)**Custom variables** created by usersNote: System default variables are read-only and cannot be edited.If multiple flows match a trigger, the one with the **highest priority**(lowest numerical value) will execute.
### Flow Initiation & Execution
Flows commence when a visitor performs an action, such as opening a page or clicking a message.A flow starts **only when the visitor clicks** on the message, not merely upon receipt.Flows can be configured to run **once or multiple times** per visitor.
### Inbox & Messaging Behavior
AI Pilot conversations appear in the inbox **only if “Include Bot Messages” is enabled**. Interactive elements (like cards or carousels) must be displayed in **both the widget and inbox**. AI Pilot conversations are **excluded from the “Recent Conversations” widget**.
### Flow Continuity & Error Handling
If no input is received and there's no backup step, the flow remains inactive until the visitor responds.If a step expecting input is deleted, the flow restarts from the beginning upon the visitor's reply.If there's no subsequent step and no input expected, the flow concludes.If a flow doesn't save any data, a **"Restart Flow" option** becomes available to the visitor.Deleting a flow during an active conversation removes the chat.
### User Interaction & Data Management
Always collect the visitor's **email or phone number** to prevent errors when creating new contacts.If a team member responds during a flow, it terminates the ongoing flow\.Visitor activity logs display generic names like “Visitor 001” with a link to view the chat.
### Time & Condition Checks
If a visitor's system time is incorrect, Salesmate adjusts timestamps for consistency.Before displaying a flow message, the system verifies its active status, timing, and condition matches. The message is shown **only after the visitor replies**.
# Execution Settings
Source: https://support.getskara.ai/ai-pilot/execution-flows-ai-pilot/execution-settings
Execution Settings are used to define how an execution flow behaves once triggered by an event, such as a new conversation, intent match, or page visit. They replace the enrollment conditions used in smart flows and offer more focused control over chat journey behavior.
Execution Flows only run if execution settings are properly configured.
### **Topics covered:**
* [How to Access Execution Settings](#how-to-access-execution-settings)
* [Execution Settings](#execution-settings)
* [Best Practices](#best-practices)
### How to Access Execution Settings
* Navigate to **Execution Flows** from the main menu
* Choose or create a flow
![Screenshot 2026 03 13 At 6 05 42 PM]()
* Open the **Execution Settings** panel in the canvas.
![Screenshot 2026 03 13 At 6 09 07 PM]()
### Execution Settings
Execution settings help define when and how often an **Execution Flow** should be triggered for visitors or contacts, based on specific conditions and timing preferences.
* **Start Time:** Set the start time of the Flow
* **Immediately:** With this option, the execution flow is executed immediately.
* **Custom:** This option allows you to set a specific start date from which you’d like the flow to begin execution.
* **Stop Time:** Define when the current flow should stop running after it goes live.
* **Never:** The flow will continue running indefinitely.
* **Custom:** Select a specific date and time to stop the flow.
* **Frequency:** Determine how frequently the flow should run when the trigger conditions are met:**Only once** The flow will run just a single time for a visitor/contact when conditions are matched.
* **More than once** The flow will run every time the conditions are met.
* **Time Window:** Control when the journey should be triggered based on the time of day:
* **Any Time:** Flow can run at any time, regardless of office hours.
* **During Office Hours:** Flow will only trigger during the hours defined as office hours.
* **Outside Office Hours:** Flow will only trigger beyond your specified office hours.
![Screenshot 2026 03 13 At 6 12 31 PM]()
* **User & Team Availability**: Choose how AI Pilot interacts with users or teams based on their availability:
* **Run AI Pilot irrespective of user's availability:** The Flow will always run, even if users are offline.
* **Run only when any user or team is available to chat:** Flow will only trigger when at least one user or team member is available.
* **Run only when a specific user or team is available to chat:** Choose specific users or teams, the flow runs only when they are online.
* **Run only when everyone is unavailable to chat** Flow runs only when no team members are available.
* **Run only when specific user or team is unavailable to chat**:Target specific users or teams—flow triggers only if they are not available.
![Screenshot 2026 03 13 At 6 13 33 PM]()
### Best Practices
Use **simple language** for flow names and descriptions.Keep triggers and conditions aligned with your business goals.Regularly review execution logs for optimization.Always test your flow before publishing.
# Set Priority to your Execution Flows
Source: https://support.getskara.ai/ai-pilot/execution-flows-ai-pilot/set-priority-to-your-execution-flows
Assign priority levels to your Execution Flows to manage their importance or urgency effectively.To Set Priority to your Execution Flows:
* Navigate to the **Execution Flow** from the left bar.
![Screenshot 2026 03 13 At 4 03 32 PM]()
* Head Over to **Execution Flows** section.
* Now, click on Manage Priority option.
* A pop will appear where you can simply drag and drop the flows from the list to reorder them based on the Priority.
* Once done click on **Save** the changes.
![Screenshot 2026 03 13 At 4 04 41 PM]()
# AI Agent (Skara) - Plans & Pricing
Source: https://support.getskara.ai/ai-pilot/overview/ai-pilots-plans-pricing
AI Agent (Skara) are available as listed on [our pricing page](https://www.salesmate.io/pricing/).
* This ensures advanced automation capabilities are bundled with powerful tools like execution Flows, which are essential for AI Pilot execution.
### **Topics covered:**
* [**General Rules**](#general-rules)
* [**Token-Based Usage Pricing**](#token-based-usage-pricing)
* [**Token Cost & Conversion Table**](#token-cost-conversion-table)
### Token-Based Usage Pricing
AI Pilots process data using AI models that charge based on the number of **tokens** consumed.
* **Input Tokens**: The number of tokens used in a user’s message.
* **Output Tokens**: The number of tokens used in the AI Pilot’s response.Each token is converted into credits, which are deducted from your usage quota.
### Token Cost & Conversion Table
| Model | Skara Input (\$ per 1M tokens) | Skara Output (\$ per 1M tokens) | Cost per 1,000 tokens (750 in + 250 out) | Credits per Message | Credits per Minute (8 msgs) |
| ------------ | ------------------------------ | ------------------------------- | ---------------------------------------- | ------------------- | --------------------------- |
| GPT-4.1 nano | \$0.10 | \$0.40 | \$0.00 | 0.53 | 4.2 |
| GPT-4.1 mini | \$0.40 | \$1.60 | \$0.00 | 2.1 | 16.8 |
| GPT-4.1 | \$2.00 | \$8.00 | \$0.01 | 10.5 | 84 |
| GPT-4o mini | \$0.15 | \$0.60 | \$0.00 | 0.78 | 6.24 |
| GPT-4o | \$2.50 | \$10.00 | \$0.01 | 13.13 | 105.04 |
| o4-mini | \$1.10 | \$4.40 | \$0.01 | 5.78 | 46.24 |
| o3 | \$1.10 | \$4.40 | \$0.01 | 5.78 | 46.24 |
| o1 | \$15.00 | \$60.00 | \$0.08 | 78.75 | 630 |
| o3-mini | \$1.10 | \$4.40 | \$0.01 | 5.78 | 46.24 |
| o1-mini | \$1.10 | \$4.40 | \$0.01 | 5.78 | 46.24 |
How to read this table:
**Skara Input / Output:** The rate you pay per 1 million tokens.
* **Cost per 1,000 tokens:** Based on a typical message (750 input tokens + 250 output tokens).
* **Credits per Message**: What’s deducted from your credit balance per message.
* **Credits per Minute**: Estimated credits if 8 such messages are processed per minute.
For help or to upgrade your plan, contact Salesmate Support via **Live Chat** or at [support@salesmate.io.](mailto:support@salesmate.io)
# Introduction to AI Pilots
Source: https://support.getskara.ai/ai-pilot/overview/introduction-to-ai-pilots
In modern conversational systems, such as chatbots or virtual assistants, the assistant is usually responsible for handling most interactions—like answering FAQs, guiding users through steps, or helping them find information. However, not every request is simple. Users may want to book a ticket, check their account history, make a payment, or complete tasks that require secure backend access. In these moments, the assistant needs a reliable helper that can take over and complete the task quickly and accurately.
This is where **AI Pilots** come into play. An **AI Pilot** is like a smart, task-specific agent that supports the main assistant by handling complex or secure operations in the background. You can think of it as a mini expert—trained and configured to do one specific job really well. Instead of overloading the main assistant with technical workflows, AI pilots take responsibility for these high-value actions, so the conversation stays smooth and efficient for the end user.
### **Topics covered:**
* [Use cases](#use-case)
* [Advantages](#advantages)
### Use case:
Troubleshooting & Diagnostics Pilot (Tech Support): Ask guided diagnostic questions, detect the root cause of technical issues, and offer step-by-step solutions — or create a ticket if needed.Product Recommender Pilot (E-commerce/Retail): Understand customer preferences in real-time and recommend tailored products based on their browsing or purchase history.Invoice Generator Pilot (B2B SaaS): Automatically generate, preview, and send professional invoices when requested by a customer — including tax calculations and due dates.Feedback Collector Pilot (Post-Service/Surveys): Gather feedback after interactions, score satisfaction (CSAT/NPS), and escalate negative responses for quick intervention.
### Advantages:
Pilots are optimized to handle tasks in real-time, drastically reducing the time users spend waiting or being redirected.New features can be introduced by simply adding more pilots — no need to rebuild or retrain the main assistant.Users stay within the same conversation while complex actions are completed in the background — no need to open external pages or apps.Sensitive operations like payments or account access are handled securely, keeping the chatbot lightweight and reducing compliance risks.
* **Quick Links:**
* [Plans & Pricing](https://support.salesmate.io/hc/en-us/articles/45878430342937)
* [Workspaces & AI Pilots](https://support.salesmate.io/hc/en-us/articles/45878593770137)
* [How to Build an AI Pilot](https://support.salesmate.io/hc/en-us/articles/45878624568857)
![Screenshot 2025-06-03 at 1.07.45 PM.png]()
# Event
Source: https://support.getskara.ai/ai-pilot/triggers-ai-pilot/event
An event is an action a visitor or contact performs on your website, like signing up, clicking a link, or submitting a form. This trigger starts an Execution Flow when a specific event happens.
### **Topics covered:**
* [How to Configure Event Trigger](#how-to-configure-event-trigger)
* [Practical Example](#practical-example)
### How to Configure Event Trigger
Select the **Event Trigger** from the Execution Flow Triggers.
![mceclip0.png]()
* Add the **Name** for the Event Trigger.
* You can also add a **Description** describing the Event trigger.
* Select the **Event from the list.**
![mceclip2.png]()
* You can add Attribute Conditions: Add one or more conditions based on event attributes.
* **Attribute Name**
* **Operator**: Choose based on the type of data
* **Is**
* **Is not**
* **Is unknown**
* **Has any value**
* **More than**
* **Less than**
* **Value**
* You can also add more attributes for better or specific results.
![mceclip3.png]()
* Click on **Save** to store the configuration.
![mceclip4.png]()
**Note**: The Flow will only start if **all attribute conditions** match.
### Practical Example
When a visitor views the Pricing & Plans article in your knowledge base, you want to initiate a conversation asking if they’d like to book a demo. Based on their response, the flow should:
* Send a booking link if the answer is **Yes**
* Redirect to a live agent if the answer is **No**
* Add a "**Potential Customer**" tag if the answer is **Maybe**
![mceclip0(1).png]()
# Intent Detected
Source: https://support.getskara.ai/ai-pilot/triggers-ai-pilot/intent-detected
In this article, we will learn about how to configure the **Intent Detected: Agent** trigger. This trigger automatically starts a flow when a specific intent is detected by the bot based on the customer’s input. It ensures the assistant can react appropriately and guide the conversation toward targeted solutions or actions.
### **Topics covered:**
* [Configuring the Trigger](#configuring-the-trigger)
* [Practical Use Case](#practical-use-case)
### Configuring the Trigger
While setting up a Execution Flow, select the Intent Detected Trigger
![Execution-Flows-06-04-2025_02_18_PM.png]()
* **Name:** Assign a clear and descriptive name for the trigger to easily identify its purpose.
* **Description (Optional):** Provide a brief explanation of the trigger’s function for reference.
* **Intent:** Select the intent that will trigger this flow upon detection. Only **enabled intents** will appear in the dropdown list.
* **No Match Handling:** This option manages situations when the user's input doesn’t match the expected prompt or contains irrelevant content.
* You can add optional **re-prompts** to guide the user back on track.
* **Generate More with AI:** Available after adding at least one re-prompt; generates five, ten, or fifteen new training phrases.
* Re-prompts loop until all provided prompts are used, after which the conversation proceeds along the default path.
![Execution-Flows-06-02-2025_05_21_PM.png]()
* **Follow-up Path:** Define an alternative route if the user remains off track after all re-prompts are used.
* Enabling this adds an extra output port to specify the follow-up path.
* **No Reply Handling:** This option manages cases and send automated responses when the user does not respond.
* **Timeout Duration:** Set duration after which re-prompt message should be sent
* **Re-Prompt configuration**: Provide one response to send when No reply is detected and you can use the "**Generate Sentences with AI**" button to get additional responses.
![Execution-Flows-06-02-2025_05_23_PM.png]()
Once configuration is complete, click **Save**.
### Practical Use Case:
Imagine a customer messaging the chatbot with the phrase “Where’s my order?”. Instead of routing the query to a human agent or waiting for a manual reply, the **Intent Detected: Agent** trigger can:
* Automatically detect the **Order Tracking** intent.
* Start a pre-configured flow that fetches order details from the integrated system (e.g., Shopify, internal database). Provide the customer with real-time order status, estimated delivery date, and a tracking link. If the customer’s input doesn’t match or is incomplete (e.g., missing order number), the re-prompts guide them to provide the required information.
This approach not only speeds up the resolution but also enhances the customer experience with accurate, instant updates.
![Execution-Flows-06-02-2025_05_26_PM.png]()
**Note:**
* When used in an execution flow, the flow type is set as **Sub Flow of synchronous type**.
* Execution settings are displayed; however, you can only access flow manager within Execution settings when this trigger is selected.
# New Conversation
Source: https://support.getskara.ai/ai-pilot/triggers-ai-pilot/new-conversation
The trigger **New Conversation** helps you start a flow whenever a new conversation begins on selected channels. It supports Web, WhatsApp, Facebook, and voice channels.
### **Topics covered:**
* [How To Configure New Conversation - Trigger (Agent)](https://support.salesmate.io/hc/en-us/articles/45879946769177-New-Conversation#h_01JVWDK06ZJRGCXVG43FF1HJ0R)
* [Practical Example](#practical-example)
### Steps to Configure
* Navigate to the **More Icon** from the left menu bar
* Click on the **AI Pilots**
* Select the **AI Pilot** from the drop-down.
* Go to **Execution Flows.**
* Click **Create New Flow.**
* Choose **Trigger - New Conversation.**
![mceclip0.png]()
Fill in the configuration:-
* **Name:** Add a name for the trigger.
* **Description:** Add details to explain what the trigger does.
* **Channels:** Select at least one channel.
* **Web:** Triggers when a new chat starts from the Salesmate widget.
* [**Facebook:**](https://support.salesmate.io/hc/en-us/articles/25699791176857) Triggers when a new chat starts from Facebook.
* **WhatsApp:** Triggers when a new chat starts from WhatsApp.
### Practical Example
When a customer initiates a new chat via the **Skara Web Widget**, the **New Conversation** trigger activates an AI Pilot flow that:
* Greets the customer automatically.
* Collects basic information (like name, email, or issue type).
* Routes the conversation to the right team, such as **Sales** for pricing inquiries or **Support** for technical issues, based on user responses.
![mceclip1.png]()
This ensures quicker response times, reduces manual triage, and delivers a personalized experience across channels like **Web**, **WhatsApp**, **Facebook**, or **Voice**.
**Note:**
* If a selected channel is not installed, you will see this message: \
"You need to install the app first to configure its triggers, conditions, or actions."
* If Unified Inbox is not active, this warning will appear: "You need to activate the Unified Conversation Inbox and connect this channel to configure the trigger."
* If no voice number is assigned to the AI Pilot, you’ll see: "You need to add at least one number to the Voice Channel associated with this AI Pilot to receive and handle the incoming calls."
# Page Visited
Source: https://support.getskara.ai/ai-pilot/triggers-ai-pilot/page-visited
The **Page Visited** trigger is used to initiate a chat flow when a contact or visitor lands on a specific web page. This trigger helps you engage users contextually based on the page they’re visiting and their behavior on your website.
### **Topics covered:**
* [Add the Trigger](#add-the-trigger)
* [Configure the Page Visited Trigger](#configure-the-page-visited-trigger)
* [Practical Example](#practical-example)
Follow the steps below to configure the Page Visited trigger in your chat execution flow:
### Add the Trigger
* Drag and drop the **Page Visited** trigger from the trigger list onto your flow canvas.
* Click on the trigger block to open its configuration settings.
![Screen Shot 2025-05-31 at 11.19.04 PM.png]()
### Configure the Page Visited Trigger
The configuration panel is divided into three sections:
**Page URL:** Set the conditions that define when this trigger should activate based on the web page being visited.
* Add multiple conditions using **AND**/**OR** operators.
* Choose from the following operators:
* is not empty (default – no value input required)
* is starts with
* ends with
* **contains**
* does not contain
* wildcard
**UTM Variable Matching:** Enable this option to refine the trigger using UTM parameters.
Available UTM parameters:
* `utm_source`
* `utm_medium`
* `utm_term`
* `utm_content`
* `utm_campaign`
**Audience (Visitor or Contact):** Define who can see the flow based on user type and behavior.
Choose either:
* **Visitor (default)** – applies to any anonymous visitor.
* **Contact –** targets only identified users (logged-in or recognized).
**Chat Display Behavior:** Configure when the chat flow should appear to the visitor once the conditions are met.
![Screen Shot 2025-05-31 at 11.27.28 PM.png]()
### Practical Example
Let’s say you want to **notify your customers or website visitors** when they land on a specific page of your website — such as a new feature announcement, a discount offer, or a personalized message.
You can use the **"Page Visited"** trigger to do exactly that.
![Screen Shot 2025-05-31 at 11.22.44 PM.png]()
# Customizing Voice Chat Settings for Your AI Pilot
Source: https://support.getskara.ai/ai-pilot/voice-ai-pilot/customizing-voice-chat-settings-for-your-ai-pilot
You can customize how AI Pilot responds to customers by configuring voice output and input settings. This includes selecting voice providers, models, tones, and other audio enhancements for an improved customer experience.
### **Topics covered:**
* [Configure Voice Output](#to-configure-voice-output)
* [Configure Voice Input](#to-configure-voice-input)
### To Configure Voice Output
Navigate to **AI Pilots** from the left sidebar.
![mceclip0.png]()
* If this is your first AI Pilot, you’ll land on a welcome screen. Click [**Build Your AI Pilot Today.**](https://support.salesmate.io/hc/en-us/articles/45878624568857-How-to-Build-an-AI-Pilot)
* If you already have existing AI Pilots, click the **dropdown** from the header and select **AI Pilot.**
* Move to **Voice settings.**
![mceclip2.png]()
* **Provider:** Choose a provider such as **Eleven Labs** or **Rime**.
* Only one provider can be selected, and based on your selection, the available options for other settings will change.
* **Model:** Select the model for the chosen provider. Only one model can be selected.
* **Voice:** Select the tone of voice you want AI Pilot to use. You can play the selected voice before saving.
* **Talking Speed:** Adjusts the speed of the voice output to match user preference.
* Range: 0.7 (slowest) to 1.2 (fastest)
* Default: 1.0 (normal speed) - Visible only for models that support speed adjustment.
**Note:** Availability of Model and Voice will change according to the provider you select (Eleven Labs or Rime).
### To Configure Voice Input
On the same page, you can configure voice input.
![mceclip3.png]()
* **Provider:** Choose a provider
* **Model:** Select the model for the chosen provider.
* **Automatic Speech Recognition (ASR) Language:** Select the language for customer/caller input.
**Note:** The Voice Settings option will be visible only if Skara Voice is enabled in chat or a voice channel has been configured.
# FAQs: Voice AI Pilot
Source: https://support.getskara.ai/ai-pilot/voice-ai-pilot/faqs-voice-ai-pilot
**What exactly is the Voice AI Pilot?**
* Acts like your phone’s smart assistant inside Skara
* Assign a phone number to an AI-powered agent to answer calls, talk to callers, and follow your defined flow.
* Saves your team time while delivering a great caller experience.
**Note:** Works only with the Skara Voice app.
**What do I need before I can use it?**
* A phone number purchased under **Voice Configuration**.
* An AI Pilot set up to handle calls.The **Skara Voice app** installed, with the Voice channel active in your chat workspace.
**Can I use this with other calling tools like Dialpad or RingCentral?**
* No - currently works only with the Skara Voice app.
**Can I connect one number to multiple AI Pilots?**
* No - a phone number can only be linked to one AI Pilot at a time.
**Can one AI Pilot handle calls from different numbers?**
* Yes - you can have several phone numbers ring to the same AI Pilot.
**What happens if my AI Pilot doesn’t have a conversation flow?**
* The call will end immediately.
* An error message will display\*\*: **“S**omething went wrong.\*\*”
**Can the AI Pilot transfer calls to a human?**
* Yes - works like a warm transfer, sending the call directly to the chosen user even if that number is shared.
**What if I transfer a call to someone who doesn’t have a number assigned?**
* They will not receive the call.
**Can I move a phone number back from the AI Pilot to a human user?**
* Yes - reassigning the number to a user automatically removes it from the AI Pilot.
**Can I change how the AI Pilot sounds?**
* **Pick a voice provider :** Eleven Labs, Rime.
* **Choose the tone and model of the voice.**
* **Adjust talking speed:** between 0.7 and 1.2.
# How to Activate Voice Channel Access for AI Pilots
Source: https://support.getskara.ai/ai-pilot/voice-ai-pilot/how-to-activate-voice-channel-access-for-ai-pilots
Voice AI Pilot is a feature in Skara that lets you create intelligent agents to answer customer calls automatically. Instead of a human agent, the AI can handle conversations, follow preset flows, and reduce the workload for your team. By linking your purchased phone numbers to an AI Pilot, you can automate customer interactions over voice channels and ensure no call goes unanswered.
**Note:** Before adding a phone number to AI Pilot, make sure you have purchased a phone number with Voice & Text by Salesmate functionality.
### **Topics covered:**
* [How to Add a Phone Number to AI Pilot](#how-to-add-a-phone-number-to-ai-pilot)
* [How Incoming Calls Work](#how-incoming-calls-work)
* [How to remove the voice channel](#to-remove-the-voice-channel)
### How to Add a Phone Number to AI Pilot
* Navigate to the left menu bar and click on **Unified Inbox**
* Head over to the **Inbox Settings**
* Click on **Inbox Settings**
![HAS1.png]()
* Select an Inbox from the drop down or create a **New Inbox**
![HAS1.png]()
* Head to the **Channels** Option.
* You will see the list of channels here that are installed.
* Click on **Add New Channel.**
![mceclip1.png]()
* Select the ****Voice & Text by Salesmate >> HitInstall****
![HAS4.png]()
* Next, click on **Connect Number.**
![HAS5.png]()
* You can select between **Use an existing number** or **Purchase a new number** from the popup.
![HAS5.png]()
* From the list of **Your Purchased Numbers** from **existing numbers list,** select the number you’d like to customize.
![HAS5.png]()
* The channel is already selected, as you can see from the **Channel** drop-down menu.
![HAS5.png]()
* You can **Assign Call to AI Pilot** after choosing the **Availability Schedule**. **When user is busy,** When user is unavailable, and for Outside business hours.
![mceclip1(1).png]()
* Click **Save**.
* Once **Saved** choose the people who should have access to this channel’s conversations from **Accessibility** option by selecting Set up your inbox.
![HAS9.png]()
### How Incoming Calls Work
* When someone calls, AI Pilot answers and follows your setup.
* Every call is recorded in your Chat Inbox (view only, no replies).
* Only users with **Skara Voice** channel access can see these logs.
### To remove the voice channel
When you remove the voice channel, all voice call records will be deleted, and the AI Pilot will no longer handle calls for those numbers. If you still intend to remove it, please follow the steps mentioned below:
* Navigate to the **Unified Inbox** from left panel.
* Head to **Inbox Settings** on the bottom left.
![mceclip3.png]()
* Navigate to the **Channels**
![mceclip11.png]()
* You will see the list of channels here that are installed
* Click the three dots next to **Voice & Text by Salesmate**
![mceclip12.png]()
* Please confirm and Hit **Remove.**
# Introduction to Voice AI Pilot
Source: https://support.getskara.ai/ai-pilot/voice-ai-pilot/introduction-to-voice-ai-pilot
* **AI Voice Pilot** allows you to extend the power of AI Pilots to handle voice-based customer interactions. By linking phone numbers to your AI Pilots, you can automate incoming calls, answer customer queries, route calls, and reduce the load on your support team.
* With Voice Pilot, businesses can offer round-the-clock phone support without needing a live agent for every call. All incoming calls to the assigned number will be automatically answered by the selected AI Pilot, following the conversation flow you have configured.
**Note:** Voice Pilot currently works only with the Skara Voice app and is not compatible with Dialpad or RingCentral.
### Key Features and Benefits of Voice AI Pilot
* **Automated Call Handling:** Instantly answer inbound calls, capture key details, and route to the right person or department without human intervention.
* **24/7 Availability:** Ensure no calls go unanswered by handling inquiries, bookings, or support requests anytime, even outside business hours.
* **Lead Qualification in Real Time:** Identify high-priority leads through intelligent questioning and automatically assign them to the sales team.
Let's see how we can configure **Voice AI Pilot** in Skara. [Learn More](https://support.salesmate.io/hc/en-us/articles/49115652339609)
# Adding MCP Client Integration in AI Pilots
Source: https://support.getskara.ai/ai-pilot/working-with-ai-pilots/adding-mcp-client-integration-in-ai-pilots
Skara allows you to connect with third-party **MCP (Model Context Protocol)** servers to extend tool capabilities within your AI Pilots dynamically. These integrations enable secure, real-time, and server-based tool execution, either through predefined providers or custom connections.
An **MCP Integration** lets your AI Pilots call external tools hosted on remote servers via a standard protocol. Once connected, the MCP server makes available one or more tools (via metadata or capabilities endpoints) that you can use in your AI workflows without needing to define every input/output manually.
### **Topics covered:**
* [Adding a New MCP Integration](#adding-a-new-mcp-integration)
* [Using Tools from an MCP Integration](#using-tools-from-an-mcp-integration)
* [Removing an MCP Integration](#removing-an-mcp-integration)
### Adding a New MCP Integration
Follow the steps below to connect your custom MCP server:
* Navigate to **AI Pilots** from the left sidebar.
![image.png]()
* Select Integrations, then click on **+ New Integration.**
![image(1).png]()
* A pop-up will appear asking for **New Integration**:
* [Custom MCP](#custom-mcp)
* [Shopify](#shopify)
* [Stripe](#stripe)
![mceclip0.png]()
### Custom MCP
* **Thumbnail:** Upload an image representing the brand you're integrating with. The image validations are similar to function or pilot avatars.
* **Name:** Add a label to identify this integration.
* **Description:** Enter a short description for your reference.
* **Transport Type:** Choose the type of transport protocol:
* SSE (\_default \_)
* Streamable HTTP
* **MCP Endpoint:** Enter a valid URL (e.g., [https://mcp.example.com/api/mcp](https://mcp.example.com/api/mcp)).
* **Authentication:** Select how you want to authenticate with the MCP server:
* **None:** No authentication is required.
* **Access Key:** Enter a bearer token for the authorization header.
* **Custom Headers:** Define key-value pairs to be passed in the request header (at least one pair required).
![mceclip1.png]()
* Once done, click **Save**.
### Shopify:
Shopify will help you to integrate your online store with Skara AI Pilot. You need to provide the Store URL to connect your Shopify account in AI Pilots.
![mceclip2.png]()
Once it gets connected, you can get the following capabilities:
* **Product Discovery:** Enable natural language search to help users find products and receive personalized recommendations.
* **Cart Management:** Allow users to create shopping carts, add or remove items, and seamlessly proceed to checkout.
* **Store Support:** Provide instant answers to common queries around store policies, shipping, returns, and FAQs.
* **Order Management:** Let customers track their order status and initiate return or refund requests with ease.
### Stripe:
Use natural language commands to manage payments, customers, and refunds seamlessly via the Stripe MCP server. You need to provide the **API Key (Secret key)** from the Stripe to connect in Skara.
![mceclip3.png]()
Once it gets connected, you can get the following capabilities:
* **Create Customer**: Creates a new customer record in Stripe.
* **List Customers**: Retrieves a list of all customers from Stripe.
* **Create Product**: Adds a new product in Stripe.
* **List Products**: Fetches all available products from Stripe.
* **Create Price**: Sets a price for a product in Stripe.
* **List Prices**: Retrieves the list of all defined prices in Stripe.
* **Create Payment Link**: Generates a secure payment link for a product or service via Stripe.
* **Create Invoice**: Creates a new invoice for a customer in Stripe.
* **Create Invoice Item**: Adds line items to an invoice before finalization.
* **Finalize Invoice**: Finalizes the invoice and makes it ready for payment collection.
* **Retrieve Balance**: Retrieves the current available balance in your Stripe account.
* **Create Refund**: Initiates a refund for a payment intent in Stripe.
* **List Payment Intents**: Displays all payment attempts made by customers.
* **List Subscriptions**: Fetches all active or past subscriptions in Stripe.
* **Cancel Subscription**: Cancels a customer’s active subscription.
* **Update Subscription**: Updates an existing subscription's plan or billing details.
* **Search Documentation**: Takes a user's question and searches Stripe documentation for relevant information.
* **Create Coupon**: Creates a discount coupon in Stripe.
* **List Coupons**: Retrieves a list of all created coupons in Stripe.
### Using Tools from an MCP Integration
Once connected:
* Navigate to the agent,
* Move to **Tools**, hit **+Add**
![mceclip0(1).png]()
* You will see the list of available tools exposed, such as Functions, Integrations, and by Skara.
![mceclip1(1).png]()
* By clicking on the Integrations, you will be able to see the MCP servers that were created.
* Click to add any tool. After that, you can modify the **LLM description, Input variables, and Output variables**
![mceclip3(1).png]()
* Once done, hit **Save .**
### Removing an MCP Integration
To remove an MCP server:
* Go to **AI Pilots > Integrations (MCP)**.
* Use the search bar to find your MCP integration.
* Available actions:
* **Edit**: Modify any field.
* **Remove**: Remove the MCP
![mceclip4.png]()
**Note**: If any agent is using a tool from this integration, deletion will be blocked: “You cannot remove the integration \[MCP Server Name]. Its tools are being used in the following places. Please remove the dependencies to proceed with the removal.”
# AI Agent FAQs
Source: https://support.getskara.ai/ai-pilot/working-with-ai-pilots/ai-agent-faqs
**Q1. What is an AI Pilot?**
An AI Pilot in Skara is like a smart assistant that helps your main chatbot handle more complex or sensitive tasks behind the scenes. While your chatbot manages everyday conversations, an AI Pilot can step in to do things like troubleshoot technical issues, recommend products, generate invoices, or collect feedback—quickly and securely. This keeps the user experience smooth, without needing to leave the conversation or wait for manual help.
**Q2. How does an AI Agent differ from a traditional chatbot or workflow?**
An AI Agent in Skara is more advanced than a traditional chatbot or a simple workflow. While chatbots usually follow a fixed script and workflows handle basic tasks, AI Agents are smart, modular components designed to handle specific, complex requests—like processing data, calling APIs, or guiding users through multi-step actions. They work alongside your assistant, taking care of heavy tasks so the main conversation stays fast and focused.
**Q3. What are Voice Agents and how will they work once launched?**
Voice Agents in Skara are intelligent assistants that can answer customer calls automatically using your AI Pilot. Once launched, you can assign a phone number to an AI Pilot, and whenever someone calls that number, the Voice Agent will pick up and talk to the customer based on the conversation flow you’ve designed. This means you don’t need a human agent to answer every call—your Voice Agent will understand what the customer needs, provide answers, ask questions, or even guide them through steps like booking appointments or collecting details. It helps businesses handle more calls without extra staff, making support faster and more efficient.
**Q4. What’s the key difference between Pilots, Agents, and Voice Agents?**
In Skara, AI Pilots are the smart brains behind your automation—they manage conversations and workflows based on what you’ve built. AI Agents are chat-based assistants that help customers through live chat, answering questions or collecting info. Voice Agents, on the other hand, are designed for phone calls. They use your AI Pilot’s flows to speak with customers who call your business number. So, Pilots power everything, Agents handle chat, and Voice Agents handle calls. Each one plays a unique role in helping your team support customers more efficiently across channels.
**Q5. Are these features no-code or low-code? Who can build with them?**
Skara’s AI Agents and Pilots are designed to be **low-code**, meaning most features can be set up without deep programming knowledge. The interface is user-friendly with guided steps, making it accessible for product managers, marketers, and support teams. However, adding advanced functions (like API calls) may require basic technical know-how. So whether you're non-technical or slightly technical, you can build and customize with ease.
### Feature Pricing & Plans
**Q6. Are AI Pilots included in all subscription plans?**
Yes, AI Pilots are available on all current Skara subscription plans, as shown on our pricing page. To use them, you'll need **Smart Flows enabled** and at least **one chat license** on your account. AI Pilots run on a **token-based usage model**, which means credits are used based on how much input and output the AI processes. While the feature is accessible to all plans, usage costs may vary depending on the AI model you select.
**Q7. Are there any additional costs for using AI Agents or Voice Agents?**
Yes, there may be additional costs when using AI Agents or Voice Agents in Skara. These features work on a **token-based pricing model**, where credits are consumed based on the amount of data processed by the AI. The number of tokens used depends on the AI model you choose and how much input/output is involved in each interaction. So while the features are included in your plan, usage beyond the free credit quota may incur extra charges.
**Q8. Is usage billed per task, per interaction, or per user seat?**
Usage for AI Agents and Voice Agents is **billed based on tokens**, not per task, interaction, or user seat. Tokens represent the amount of data processed—both the user’s input and the AI’s response—and are converted into **credits**, which are deducted from your usage quota. This means you only pay for what the AI actually processes, making it a flexible and scalable pricing model.
**Q9. Will Voice Agent calling charges include call minutes or transcription services?**
**Q10. Is there a free trial or sandbox environment for testing these features?**
Yes, Skara provides**free monthly credits** that you can use to try out AI Agents, Voice Agents, and other AI features. These credits allow you to test and explore the capabilities without any additional cost, making it easy to experiment before scaling up.
### How to Use the Feature
**Q11. How do I set up my first AI Pilot?**
To set up your first AI Pilot in Skara, follow these simple steps:
1. Go to **AI Pilots** from the left sidebar.
2. If it’s your first time, click **“Build Your AI Pilot Today.”** Otherwise, click the dropdown at the top and select **“+ Add New AI Pilot.”**.
3. In the setup panel, fill in basic details like the **Pilot’s name**,**language**,**avatar**,**identity instructions**, and select a **knowledge base** if needed.
4. Choose a **default answer tone**(e.g., formal, friendly, or humorous).
5. Click **Save** to finish creating your AI Pilot.
Once saved, you’ll be taken to the AI Pilot’s detail screen where you can further customize its behavior and functions.
**Q12. What’s the process to configure an AI Agent for my support workflow?**
In Skara, setting up an AI Agent is a simple three‑step process. First, use the visual execution flow builder to map out your support conversation—greetings, questions, answers, and any follow‑up steps. Second, define when the Agent should activate, such as on your website chat or in your help center. Finally, link the completed flow to your chat inbox. Once saved and published, your Skara AI Agent will automatically handle incoming support requests.
**Q13. What permissions do I need to enable these features in my account?** Smart Flows and at least one (1) chat license are required to use AI Pilots. Additionally, make sure Chat Journeys are disabled to enable Execution Flows.
### Where Can This Be Used?
**Q14. Can AI Pilots be used in sales, support, or onboarding flows?**
Yes, AI Pilots can be used in **sales**,**support**, and **onboarding** flows. They're designed to handle specific tasks like answering product questions, troubleshooting issues, guiding new users, or even recommending services—all within a conversation. This makes them a powerful tool to automate and enhance customer interactions across different stages of the customer journey.
**Q15. Are AI Agents compatible with live chat, email, and WhatsApp channels?**
Yes, AI Agents are compatible with **live chat**,**email**, and **WhatsApp** channels. This allows them to assist customers seamlessly across multiple touchpoints, ensuring a consistent and efficient experience no matter where the conversation happens.
**Q16. Are these features available for mobile apps or only desktop/web?**
Currently, AI Pilots and Agents are available only on the **desktop/web version** of Skara. Mobile app support is not available yet, but you can still manage conversations through the app.
**Q17. Do these features support multi-language or global users?**
Yes, these features support multiple languages and are designed to work with global users across various regions and use cases.
### Who Can Benefit? (Use Cases)
**Q18. What types of organizations can use AI Pilots effectively?**
AI Pilots can be used effectively by a wide range of organizations, including **sales teams**,**customer support centers**,**e-commerce businesses**,**B2B SaaS companies**, and **service providers**. Whether it’s answering FAQs, recommending products, troubleshooting issues, or automating onboarding, AI Pilots help streamline tasks and improve customer experience across industries.
**Q19. Can a small startup with no dev team use AI Agents?**
Yes, a small startup with no dev team can absolutely use AI Agents. Skara provides a **low-code, user-friendly interface** that makes it easy to create and manage agents without technical expertise. Most tasks can be handled with simple setup steps, so your team can get started quickly and focus on delivering great customer experiences.
**Q20. How can enterprise support teams benefit from Voice Agents?**
Large support teams can offload routine calls to Skara Voice Agents, freeing human agents for more complex issues. Voice Agents provide consistent, 24/7 availability, handle high call volumes without queue delays, and instantly log call details into your CRM. This leads to faster customer resolutions, better service coverage across time zones, and reduced staffing costs—all while maintaining a professional, on‑brand experience.
**Q21. Any specific industries where these features have seen success? (e.g. EdTech, SaaS, Healthcare)**
Yes, AI Pilots and Agents have seen strong success across several industries, including :
* **SaaS** – for automating onboarding, handling support tickets, and managing billing queries.
* **E-commerce & Retail**– for personalized product recommendations, order tracking, and post-purchase support.
* **Healthcare**– for appointment booking, patient follow-ups, and basic triage assistance.
* **EdTech**– for answering student queries, guiding course selection, and collecting feedback.
These tools help organizations improve response times, reduce manual workload, and deliver a more personalized experience.
**Q22**. Can these be used internally for ops automation or HR support?\*\*Absolutely. Skara AI Agents and Voice Agents aren’t limited to customer support—they work great for internal tasks too. Use them to answer employee FAQs, schedule interviews, collect HR forms, or route IT requests. By automating these routine internal conversations, your operations and HR teams can focus on higher‑value work rather than repetitive queries.
### Troubleshooting
**Q23. Why is my AI Pilot not responding or executing tasks?**
If your Skara AI Pilot seems inactive, first check that its conversation flow is published and activated. Next, ensure the correct trigger is set—such as a chat inbox or voice channel. Finally, verify user access and plan entitlements. If all settings look right, a quick republish usually restores normal operation. You can also review the Pilot’s activity log for any error messages.
**Q24. What to do if my Agent doesn’t escalate to a human?**
When an Agent fails to transfer a conversation, review the escalation step in your flow. Make sure you’ve placed a clear “Transfer to Human” action and specified the correct team or user. Also check that those users have access to the channel and are online. After updating, republish the flow. In Skara, you can test the transfer path directly in the flow builder before going live.
**Q25. Why are Voice Agent calls not getting triggered?**
If incoming calls aren’t reaching your Voice Agent, confirm that the phone number is assigned correctly in Skara Voice Configuration. Next, ensure the voice channel is enabled in your chat settings. Also verify that your AI Pilot is active and that the number-to-Pilot mapping hasn’t been changed. A missing assignment or disabled voice channel is the most common cause.
**Q26. How to debug task flow errors in AI Pilots?**
To troubleshoot errors, open your AI Pilot’s flow in Skara’s builder and look for any steps marked with warnings. Use the built‑in test chat or voice simulator to replicate the issue and view real‑time logs. Adjust any broken steps—such as missing variable mappings or unreachable actions—and republish. Reviewing the execution history in Settings can also help you pinpoint exactly where tasks failed.
**Q27. My Agent is giving incorrect responses — how can I fix or retrain it?**
When your Skara Agent replies inaccurately, revisit the conversation flow and edit the problematic response blocks. Simplify prompts, clarify conditions, and update fallback messages. You can also add more sample phrases under each intent to improve matching. After saving, test again in the preview tool. Iterating quickly in the flow builder helps your Agent learn the right replies without deep technical work.
### Upcoming Enhancements
**Q28. Is GPT-4o or multimodal support coming for AI features?**
Yes, Skara will support **multiple AI models**, including **GPT-4o** and other advanced options. This ensures you can choose the right model for your needs—whether you want faster responses, more detailed answers, or future multimodal capabilities.
### Additional Questions
**Q29. Do I need developer support or is it 100% self-serve?**
Skara’s AI features are mostly **self-serve** and designed to be easy to set up through a user-friendly interface. You don’t need a developer for most tasks like creating AI Pilots or Agents. However, if you want to add advanced functionality—like custom API calls or complex data processing—some basic technical help might be useful. You can always reach out to out support team if you get stuck.
**Q30. Can AI Pilots and Agents be combined in a single flow?**
Yes, AI Pilots and Agents can be combined in a single flow. You can design a seamless experience where the AI Pilot handles the conversation and delegates specific tasks to Agents as needed. This keeps interactions smooth while allowing each component to focus on what it does best.
# AI Pilot Settings
Source: https://support.getskara.ai/ai-pilot/working-with-ai-pilots/ai-pilot-settings
Skara makes it easy to set up AI Pilots in your Unified Inbox, letting you automate conversations and provide instant support to customers.
**Note**: You’ll need permission to manage the Unified Inbox to configure AI Pilot settings.Topics Covered:
* [Steps to Configure AI Pilot Settings](#steps-to-configure-ai-pilot-settings)
* [Configure AI Pilot Settings](#configure-ai-pilot-settings)
### Steps to Configure AI Pilot Settings
* Navigate to the Unified Inbox from the left sidebar.
![Screenshot 2026 03 13 At 3 57 50 PM]()
* Click Unified **Inbox** **Settings** , then select **AI Pilot Settings**.
![Screenshot 2026 03 13 At 3 57 50 PM]()
* Choose the workspace from the header where you want to add your AI Pilot.
* If no AI Pilots exist, click **Build Your AI Pilot Today** to open the quick creation form.
### Configure AI Pilot Settings
Here’s what you can set up for your AI Pilot:
* **AI Pilot**: Select an AI Pilot to handle customer Unified Inbox. Only **one AI Pilot** can be active per workspace
* **Include AI Pilot Messages**: Turn on to show AI Pilot messages in the inbox. By default, it is turned off.
* **AI Pilot Narrator**: You can turn on to have the system read AI Pilot or Agent messages aloud to recipients.
* **AI Disclaimer**:
* Turn on to add a disclaimer to AI-generated responses. By default, it will show the text: “This response is generated by AI."
* You can customize the disclaimer (max 50 characters).
![Screenshot 2026 03 13 At 4 01 17 PM]()
* **Save**: Click **Save** to store your settings without activating them. All required fields must be valid.
* **Apply**: Click **Apply** to activate the settings for the selected workspace. If the AI Pilot has no published flows, it won’t work.
* **Auto-Save**: Changes auto-save every 60 seconds. You’ll see “Auto-saving content changes.”
Make the most of AI in your Unified Inbox with AI Pilots, automate conversations, deliver instant answers, and elevate your customer experience with ease.
# Entities
Source: https://support.getskara.ai/ai-pilot/working-with-ai-pilots/entities
**Entities** in Skara AI Pilots capture key information from user interactions, such as names, dates, numbers, or custom values, and work alongside intents to provide context for fulfilling requests. By extracting structured data from unstructured input, entities enable AI Pilots to perform actions and respond accurately.
### **Topics covered:**
* [Entity Listing Screen](#entity-listing-screen)
* [How to Create an Entity](#how-to-create-an-entity)
* [How to Edit an Entity](#how-to-edit-an-entity)
* [How to Delete an Entity](#how-to-delete-an-entity)
* [Tips for Entity Management](#tips-for-entity-management)
### Entity Listing Screen
* Navigate to **AI Pilots** from the left menu bar.
![Screen Shot 2025-06-06 at 6.41.14 PM.png]()
* Select the **AI Pilot**
* Move to **Entities**.
* You will be able to check the following columns: Name, Description, Type, Last Modified By, Last Modified Date.
* You can search entities by name.
* You can sort by Name, Type, or Last Modified Date.
* In the List View, upon hovering over the Entity Name, you will get options to Edit or Delete an entity.
![Screen Shot 2025-06-06 at 6.49.12 PM.png]()
### How to Create an Entity
* Click on the **AI Pilots** from the left menu bar.
* Select the **AI Pilot** from the drop-down.
* Move to **Entities**.
* Click **New Entity** in the Entities screen of your AI Pilot
![Screenshot 2026 03 13 At 3 31 26 PM]()
* Enter a unique **Name.**
* Select an **Entity Type.**
* You can also add a **Description** based on the Entity.
* For List or Custom types, add at least one Entity Value(with optional synonyms) and define **Capture Rules.**
* Click **Save** to create the entity.
![Screenshot 2026 03 13 At 3 34 02 PM]()
* Entities are then available in intents, flows, and prompts within the AI Pilot
### How to Edit an Entity
* Click on the **AI Pilots** from the left menu bar.
* Select the **AI Pilot** from the drop-down.
* Move to **Entities**.
* Select **Edit** from the Actions menu next to an entity.
![Screenshot 2026 03 13 At 3 35 12 PM]()
* You can modify Description, Values, or Synonyms as per your requirements.
![Screenshot 2026 03 13 At 3 36 42 PM]()
* Click **Save** to update.
### How to Delete an Entity
* Click on the **AI Pilots** from the left menu bar.
* Select the **AI Pilot** from the drop-down.
* Move to **Entities**.
* Select **Delete** from the Actions menu next to an entity.
![Screenshot 2026 03 13 At 3 40 04 PM]()
* You will have to click on the Confirmation Box in order to delete the Entity.
![Screenshot 2026 03 13 At 3 42 15 PM]()
### Tips for Entity Management
* **Understand your domain:** Identify key pieces of information your AI needs.
Example: For a hotel booking assistant, use entities like check\_in\_date, room\_type, location.
* **Define a clear purpose for each entity:** Each entity should capture only one specific type of data. Example: Use flight\_date to capture the travel date instead of a vague travel\_info entity.
* **Keep entities granular:** Break down data into smaller, useful parts for more accurate recognition. Example: Use departure\_city and arrival\_city instead of a general city entity.
* **Include synonyms and variations:** Add different ways users may refer to the same item. Example: For drinks, include values like soda, pop, soft drink, and beverage.
* **Expand entities over time using real user input:** Monitor actual user phrases and update entity values accordingly. Example: If users type “non-veg” often, add it as a value for food preferences.
* **Avoid overlapping or redundant entities:** Make sure each entity has a distinct and non-conflicting role. Example: Use only arrival\_city instead of multiple similar entities like end\_city or final\_city.
* **Keep values relevant to your AI’s purpose**: Only include values that your AI supports or can respond to properly. Example: For payment options, include credit card, debit card if those are the only accepted methods.
**Note:**
* Entity **Name** and **Type** cannot be changed once in use.
* If the entity exists in intents, flows or prompts, an error message will prevent deletion and lists where it’s used.
# Execution Flows
Source: https://support.getskara.ai/ai-pilot/working-with-ai-pilots/execution-flows
**Execution Flows** are essential for running AI Pilots. Without an execution flow, your AI Pilot cannot take action. These flows define how conversations are triggered, managed, and executed in real time.
Execution Flows are similar to Smart Flows but tailored specifically for AI Pilots, with minor differences in functionality and setup.
### **Topics covered:**
* [What is an Execution Flow](#what-is-an-execution-flow)
* [How to Create an Execution Flow](#how-to-create-an-execution-flow)
* [Best Practices](#best-practices)
### What is an Execution Flow?
An **Execution Flow** defines the journey an AI Pilot follows once triggered by a user event like a message or action on the website.
### How to Create an Execution Flow
Follow these steps to create an execution flow:
* Navigate to the **Execution Flows** from the left panel
* Click on **Execution Flows**
* Click on **New**
![Screen Shot 2025-06-10 at 7.54.24 PM.png]()
* Add a **Name**, **AI Pilot** and **Description**, then click **Create**
![Screenshot 2026 03 12 At 6 19 14 PM]()
* Design your flow on the canvas
* Use **Save** to preserve changes or **Publish** to activate the flow
![Screenshot 2026 03 12 At 6 23 37 PM]()
### Key Components
* **Triggers**
* Event
* New Conversation
* Intent Detected
* Page Visited
![Screen Shot 2025-06-10 at 8.01.20 PM.png]()
* **Conditions**
* All Smart Flow conditions are available.
![Screen Shot 2025-06-10 at 8.02.27 PM.png]()
* **Actions**
* All Smart Flow actions except time-based delays like **"Wait"**.
![Screen Shot 2025-06-10 at 8.03.41 PM.png]()
* **Flow Manager**
* Manage local variables similar to Smart Flows.
* **Execution Settings**
* Replaces enrollment conditions to control how and when flows run.
* **Version History**
* Track flow changes over time.
* **Enrollment Logs**
* Monitor when and how flows were triggered.
* **Live View & Insights**
* View ongoing conversations and flow stats.endencies of the flow to proceed with deletion.
### Best Practices
* Use clear names and descriptions for each flow
* Organize triggers and actions in a logical layout
* Test flows with various scenarios
* Use execution settings to manage timing and availability
* Monitor flows with **Live View** and **Insights**
# Functions
Source: https://support.getskara.ai/ai-pilot/working-with-ai-pilots/functions
**Functions** in AI Pilots allow developers to build reusable, custom logic that extends an agent’s capabilities. From simple data transformations to complex third-party API integrations, functions enable smarter, more dynamic agent behavior.
* [How to manage your Functions](https://support.salesmate.io/hc/en-us/articles/46626581723545-Functions#h_01JW8WD30Y2EA71CM853Y74WST)
* [To configure a new Function](https://support.salesmate.io/hc/en-us/articles/46626581723545-Functions#h_01JW8YF5MYF74Z436VXMH3CHRR)
* [To edit an existing Function](https://support.salesmate.io/hc/en-us/articles/46626581723545-Functions#h_01JW90002QYBYNJ0C0CTZYYX71)
* [Steps to Delete a Function](https://support.salesmate.io/hc/en-us/articles/46626581723545-Functions#h_01JW9023WV07P2EAFET82FZB1F)
**How to manage your Functions:**
* Navigate to the AI Pilots from the left menu bar
* Click on the **AI Pilots**
![Screen Shot 2025-06-09 at 4.45.08 PM.png]()
* Select the **AI Pilot** from the drop-down.
* Move to the **Functions.**
![mceclip1.png]()
You’ll see a list of functions (if any exist) with the following columns:
* **Function Name :** Name of the function for the identification
* **Deployment Status** : Indicates if the function is **Ready to Use , Failed, or In Progress.**
* Hover over the error icon to view error details if the status is Failed.
* **Description** : A summary of the function’s purpose.
* **Last Modified By** : The user who last updated the function.
* **Last Modified Date :** When the function was last modified.
**How to configure a new Function**
* Click the **New** button.
![Screen Shot 2025-06-10 at 5.42.46 PM.png]()
* The **Function Editor** opens, divided into:
* **Left Panel**: Code editor
* **Right Panel**: Configuration panel.
**Configuration Panel Details**
**Function Details:**
* Function Name : Name of the function for identification.
* Description : A summary of what the function does.
* Thumbnail Image :
* Supports .png, .jpeg, .jpg under 1 MB.
* Appears in selection lists where this function is referenced.
**Input Variables:**
* Variable Name : Used within the function code.
* Description : Details about the expected input.
* Click + Add to add multiple inputs.
**Output Variables:**
* **Variable Name:** Identifier variable for the output.
* **Description**: Details about the expected output.
* Click **+ Add** to define more outputs.
**Note:** These variables are limited to that function only. The data type for these variables will be defined in the code snippet on the left side.
**Paths:**
* **Path Name**: Logical route (e.g., *Success*, *Failure*).
* **Canvas Label**: Label displayed in the flow builder.
* Click +**Add** to define additional paths.
**Writing Function Logic:**
* Use the **left-side code editor** to write your function using the supported language
* Choose from:
* Primary runtime (first launch): **Node.js 22**
* Supported by Monaco Editor (for syntax): JavaScript, Python, Go, PHP, HTML, CSS, Java, C++, etc.
![mceclip4.png]()
**To edit an existing Function**
* Go to **AI Pilots**> Choose your Pilot >**Functions**.
* Click the function name or hover and select **Hit Action**.
![mceclip6.png]()
* Click on **Edit,** make your changes, then click **Update**.
**Steps to Delete a Function**
* Go to **AI Pilots**> Choose your Pilot >**Functions**.
* Find the function you wish to delete.
![mceclip7.png]()
* Hover and select **Delete** from the action menu.
# How to Build an Agent
Source: https://support.getskara.ai/ai-pilot/working-with-ai-pilots/how-to-build-an-agent
In this article, we’ll discuss how **agents** function as dedicated modules that integrate effortlessly into a conversation flow. Agents are equipped to handle **specific user requests** that go beyond the standard capabilities of the assistant.
By delegating these complex tasks to agents, your main assistant remains focused on its core interactions, keeping it efficient and responsive. This setup also allows your system to be modular and adaptable, supporting advanced functionalities without adding unnecessary complexity.
Once an agent is built, it can be easily **incorporated into an execution flow** using the **Agent action**, expanding your assistant’s range of abilities in just a few steps.
### **Topics covered:**
* [Steps to Create a New Agent](#steps-to-create-a-new-agent)
* [How to Configure an Agent](#how-to-configure-an-agent)
* [Editing an Agent](#editing-an-agent)
### Steps to Create a New Agent
* Navigate to **AI Pilots** from the left side bar.
* Choose existing pilot or create New
![Screen Shot 2025-06-09 at 4.45.08 PM.png]()
* Move to **"Agents"**
* **Click**: **New** button
* Configure **New Agent** in the Popup
![Screenshot 2026 03 12 At 6 06 03 PM]()
## How to Configure an Agent
You will be need to provide below asked details in order configure your new agent.
**Agent Details**
* **Name:** Provide the agent’s name.
* **Description (Optional):** Add a brief description of the agent’s purpose or role.
### **Tools**
[**Functions:**](https://support.salesmate.io/hc/en-us/articles/46626581723545) Functions allow the agent to perform tasks such as interacting with APIs or processing data.
* **Add Functions:** Select functions from the library or create new ones.
* **LLM Description (Optional):** Provide a description for each function to specify when and how it should be used.
* **Input Variables**: Define LLM descriptions and default values for input variables.
**Integration**: Enable your Agent to work with both Skara’s built-in modules and external third-party apps.\
\
**By tools**: Leverage Skara’s prebuilt tools to make everyday actions easier.
[Sub-flows](https://support.salesmate.io/hc/en-us/articles/38138439700761): Sub-flows enable the agent to incorporate other flows (optional)-
* **Add Sub-flows:** Include synchronous sub-flows from Smart Flows.
* **LLM Descriptions:** Provide descriptions for each sub-flow.
* **Configure Variables:** Set variables as needed for the sub-flow.
**API Call**: Empower your Agent to access or transmit data to external services through APIs.
### [**Paths**](#steps-to-create-a-new-agent)
Paths define the conversational routes the agent follows based on different outputs or decisions.
* **Add Output Ports (Optional):** Define output ports for return values.
* **Define Paths:** Assign names, conditions, and variables (with LLM descriptions) for each path.
* **Avoid Duplicate Path Names:** Ensure each path has a unique name.
### [**Knowledge Base Access**](https://support.salesmate.io/hc/en-us/articles/44390956989977)
The Knowledge Base (KB) provides additional data the agent can use to provide informed responses.
* **Enable Access (Optional):** Allow the agent to access the KB if needed.
* **LLM Description:** Describe when and how to use the KB.
![HA6.png]()
[Prompt](https://support.salesmate.io/hc/en-us/articles/45878724921369) **Settings**
* **Temperature**: Use this to adjust the creativity level of AI-generated responses. Use the slider to set the value between 0 (least creative) and 1 (most creative).
![Screen Shot 2025-06-10 at 5.28.13 PM.png]()
### Editing an Agent
* Navigate to **AI Pilots**.
* **Choose Your Pilot:** Select the relevant Pilot containing the agent you want to edit.
* **Move to Agents:** Access the **Agents** section under your selected Pilot.
* **Edit an Agent:** Hover over the agent you want to edit and then click actions.
* **Make Changes:** Edit the the agent and then hit "Update"
![Screen Shot 2025-06-10 at 5.29.07 PM.png]()
# How to Build an AI Pilot
Source: https://support.getskara.ai/ai-pilot/working-with-ai-pilots/how-to-build-an-ai-pilot
AI Pilots are intelligent bots with unique personas that interact with users using various methods such as intents, entities, and execution flows. These bots are designed to deliver contextual and conversational responses across supported channels.
**Note:** The number of AI Pilots you can create depends on your subscription plan. Limits are managed from the Subscription Manager.
**Topics covered:** -
* [To create an AI Pilot, follow the steps below:](#to-create-an-ai-pilot-follow-the-steps-below)
* [Fill in the Basic Details](#fill-in-the-basic-details)
* [Save the AI Pilot](#save-the-ai-pilot)
### To create an AI Pilot, follow the steps below:
Navigate to **AI Pilots** from the left side bar.
![Screen Shot 2025-05-31 at 9.34.43 PM.png]()
* If this is your first AI Pilot, you’ll land on a welcome screen. Click **Build Your AI Pilot Today**.
* If you already have existing AI Pilots, click the **dropdown** from the header and select **+ Add New AI Pilot**.
![Screen Shot 2025-05-31 at 9.37.05 PM.png]()
### Fill in the Basic Details
A side panel (Quickview) will appear, asking for the following information: **Avatar**
* Choose an image to represent your AI Pilot.
* Click **Replace** to upload a custom image.
* Uploaded images can only be removed or replaced.If you remove your uploaded image, the **system default avatar** will be restored.
* Avatar validations (similar to those in Chat Journeys) will apply.
**AI Pilot Name**
* Enter a unique, identifiable name for your AI Pilot (e.g., *SalesPilot*).
* Allowed characters: **Alphanumeric only** Maximum length:\*\*50 characters \*\*
**Primary Language**
* Select the language your AI Pilot will use to communicate.
* Default: **English**
* You can choose from a list of supported languages.
**Identity Instructions**
* Describe your AI Pilot’s persona and purpose.
**Knowledge Base**
* Select the knowledge base your AI Pilot will use to fetch answers.
* You may skip this if not required during creation.
**Default Answer Tone** Choose the tone your AI Pilot will use when responding to users:
* **Formal** – Informative, confident, and professional *(Default)*
* **Casual** – Relaxed and respectful
* **Humorous**– Lighthearted and playful
* **Friendly** – Upbeat and encouraging
* **Matter-of-fact** – Direct and clear-cut
![Screen Shot 2025-05-31 at 9.44.00 PM.png]()
### Save the AI Pilot
* Click **Save** to create your AI Pilot.
* If you want to cancel the process, click **Cancel**.
![Screen Shot 2025-05-31 at 9.44.00 PM.png]()
Once saved, you will be redirected to the **AI Pilot Detail Screen**, where you can view all the information you just entered.
# How to Delete an Agent
Source: https://support.getskara.ai/ai-pilot/working-with-ai-pilots/how-to-delete-an-agent
If an AI Agent is no longer needed, you can remove it from your workspace in just a few steps. This helps keep your setup organized and ensures only active agents remain. Follow this guide to safely delete an AI Agent.
**Note:** You’ll need permission to manage AI Pilots to delete an agent.
**Topics Covered:**
* [Steps to Delete an Agent](#steps-to-delete-an-agent)
### Steps to Delete an Agent
* Navigate to the left **sidebar** and click **AI Pilots.**
* Choose your **Pilot** from the dropdown.
![Screen Shot 2025-06-09 at 4.45.08 PM.png]()
* Go to the **Agents tab** from the left side bar.
* Find the agent you want to delete and select it.
* Confirm the deletion when prompted.
![Screen Shot 2025-06-10 at 7.44.30 PM.png]()
The system checks if the agent is used elsewhere before allowing deletion. If it is being used elsewhere, deletion is blocked, and you’ll see an error message.
# Intents
Source: https://support.getskara.ai/ai-pilot/working-with-ai-pilots/intents
Skara's AI Pilots utilize **intents** to interpret and classify user requests effectively. An intent represents a specific action or goal the user aims to achieve, such as booking a meeting or checking an order status. These intents work in tandem with **entities** to facilitate structured and contextual conversations. While an intent identifies what the user wants, entities extract specific details from the request.
### **Topics covered:**
* [What is an Intent?](#what-is-an-intent)
* [Creating an Intent](#creating-an-intent)
* [Managing Intents](#managing-intents)
* [Best Practices for Intent Management](#best-practices-for-intent-management-be-clear-and-concise-name-intents-based-on-purpose-eg-ordertracking-not-task1)
* [Handling Partial Matches and Multi-Intent Phrases](#handling-partial-matches-and-multi-intent-phrases)
### What is an Intent?
An **intent** is a predefined action the AI Pilot recognizes and responds to based on user input. For instance, if a user says, "Schedule a call with Alex tomorrow at 5 PM," the AI Pilot identifies the intent as Schedule Meeting and extracts Alex as a Name entity and tomorrow at 5 PM as a Date/Time entity.
### Creating an Intent
To create a new intent in Skara AI Pilots:
* Navigate to **AI Pilots** from left panel
* Select your **AI Pilot** from the drop-down
* Click on **Intents**.
* Click on **'New Intent'**: Initiate the creation of a new intent.
![Screenshot 2026 03 12 At 7 12 16 PM]()
* **Provide Intent Details**:
* **Name**: Enter a unique name using alphanumeric characters and underscores. It must not start with a number.
* **Description**: Optionally, add a description to provide context.
* **Add Training Phrases**:
* Include at least five example phrases that users might say to trigger this intent.
* You can manually add phrases or use the **Generate** button to create additional ones.
![Screenshot 2026 03 12 At 7 14 40 PM]()
* Assign Entities (if applicable):
* Tag relevant words in training phrases as entities.
* Entities help capture dynamic information in user input.
Configure **Reprompts**:
* If an entity is required but not provided by the user, set up reprompt messages to request the missing information.
* You can enable **Reprompt Automatically** to let the AI handle this.
* **Save** the Intent:
* Click **Save** to finalize the creation.
* A success message, "Created successfully," will appear
![Screenshot 2026 03 12 At 7 15 29 PM]()
### Managing Intents
**To view existing intents:**
* Click on the **Conversations** option from the Sidebar.
* Navigate to **AI Pilots**.
* Select your **AI Pilot**
* Click on **Intents**.
![Screenshot 2026 03 12 At 7 17 27 PM]()
* The list displays:
* **Name: Name** of the Intent
* **Description**: Hover to see the full description.
* **Used By**: Shows the flows where the intent is currently used.
* **Last Modified By**: Last User who Modified
* **Last Modified Date: The date** when the last modification was done
* **Actions Available :**
* **Edit**: Modify the intent details.
* **Delete :** Remove the intent (if not in use).
![mceclip5.png]()
To edit an existing intent:
* Click on the **Conversations** option from the Sidebar
* Navigate to **AI Pilots.**
* Select your **AI Pilot**
* Click on **Intents**.
![Screenshot 2026 03 12 At 7 17 27 PM]()
* Click on the intent you wish to edit.
![Screenshot 2026 03 12 At 7 25 18 PM]()
* Make the necessary changes to the name, description, training phrases, or entities.
* Click **Update** to apply the changes.
![mceclip6(1).png]()
### To clone an intent:
* Click on the **Conversations** option from the Sidebar
* Navigate to**AI Pilots.**
* Select your **AI Pilot**
* Click on **Intents**.
![Screenshot 2026 03 12 At 7 17 27 PM]()
* Click on the intent you wish to clone.
* Choose to **clone** within the current AI Pilot or another one.
* Provide a new name for the cloned intent.
* Click **Clone** to create the duplicate.
To delete an intent:
* Click on the **Conversations** option from the Sidebar
* Navigate to **AI Pilots.**
* Select your **AI Pilot**
* Click on **Intents**.
![Screenshot 2026 03 12 At 7 17 27 PM]()
* Click on the intent you wish to delete.
![Screenshot 2026 03 12 At 7 25 18 PM]()
* Click **Delete** and confirm the action.
![mceclip5(1).png]()
**Note** : Deletion is prevented if the intent is referenced in workflows, API actions, or another intent’s context. An error message will indicate where the intent is being used.
### Best Practices for Intent Management
* **Be Clear and Concise**: Name intents based on purpose (e.g., OrderTracking, not Task1).
* **Avoid Overlapping Intents**: Ensure similar phrases do not belong to multiple intents.
* **Use Context Wisely**: Set and clear context appropriately to avoid confusion.
* **Expand and Improve**: Regularly update training phrases to reflect actual user input.
* **Test Frequently**: Test intents in real-world scenarios to improve accuracy.
### Handling Partial Matches and Multi-Intent Phrases
Users may sometimes include multiple requests in one message, such as "I need to reset my password and also, what are your support hours?" Skara's AI Pilot will typically identify only one top intent per message.
**Recommendations**:
* **Address One Intent at a Time**: Design your AI Pilot flow to handle one request per interaction.
* **Use Fallback Responses**: If multiple intents are detected, prompt the user to clarify their request.
**Note**: By effectively managing intents and entities, you can enhance the conversational capabilities of Skara's AI Pilots, leading to more natural and efficient user interactions.
# Paths
Source: https://support.getskara.ai/ai-pilot/working-with-ai-pilots/paths
**]Paths** let you control the different directions a conversation can go based on the user’s choices. Think of them as branches in a decision tree. Depending on what the user says or does, the agent will follow a specific path to keep the experience smooth and relevant.
### **Topics covered:**
* [When to use Paths](#when-to-use-paths)
* [How to Configure Paths](#how-to-configure-paths)
### When to Use Paths
Paths are useful when you want your AI agent to:
* Respond differently based on user input (like "yes" vs. "no")
* Guide the conversation through multiple logical steps
* Pass specific data (called variables) when switching to another path
For example, you might create a `Confirmed` path if the user agrees to something, and a `Declined` path if they don’t. Each path would take the conversation in a different direction.
### How to Configure Paths
To set up a path for your agent:
* Navigate to **AI Pilots** from the left side bar.
![Screen Shot 2025-05-31 at 9.34.43 PM.png]()
* If you already have existing AI Pilots, click the **dropdown** from the header and select your **AI Pilot**
![Screenshot 2026 03 12 At 6 56 44 PM]()
* Go to **Agents** tab
* Here, select **existing** Agent or **create** a New Agent
![]()
* Scroll to the **Paths** section on the right-hand side
Now, follow these steps:
* Click **Add Path**
* Give your path a name (e.g., `Confirmed`, `Declined`)
* Add a short description of what this path is for so the assistant understands when to use it.
**Tip : This helps the LLM know when this path is the right choice based on user intent.**
* Add any variables you want to pass along with this path (Optional)
* Save the configuration
![Add Path configuration screenshot]()
**Note**: You can’t add the same path name more than once for a single agent.
# Prompts
Source: https://support.getskara.ai/ai-pilot/working-with-ai-pilots/prompts
**Prompts** are structured instructions that guide your conversational **AI Pilot** in generating relevant and context-aware responses. They act like a playground for training, testing, and fine-tuning AI behavior before using it in live flows.
**For example:** If a prompt is created for “Flight Booking Inquiry” and a user says, “I want to book a flight to New York,” the AI Pilot identifies the intent and responds: “Sure! Please provide your preferred travel dates.”
***
### **Topics covered:**
* [Components of a Prompt](#components-of-a-prompt)
* [Creating a New Prompt](#steps-to-create-a-prompt)
* [Editing an Existing Prompt](#editing-an-existing-prompt)
* [Deleting a Prompt](#deleting-a-prompt-how-to-delete1-navigate-to-ai-pilots)
* [Prompt Listing & Actions](#prompt-listing-actions)
***
### Components of a Prompt
When creating prompts for your AI assistant, it's important to structure them with the right components. Here’s how each part works:
* **System Prompt:** Use this to set the tone, style, and behavior of the AI. Whether you want the assistant to be formal, friendly, concise, or informative, define that here. *Example:* “You are a helpful and empathetic support agent who answers questions clearly and politely.”
* **User & AI Pilot Messages:** These are sample conversations that show the AI how it should respond. Use them to guide the AI's behavior by providing real-world scenarios and expected replies.
* **Conversation History:** Include past messages when you want the AI to understand the full context of an ongoing interaction. This helps the AI respond more accurately and maintain continuity.
* **Variables:** Add variables or entities like `{user_name}` or `{product}` to personalize messages dynamically. This makes responses more tailored and human-like.
* **Structured Outputs:** Define how you want the AI to format its response — plain text for emails, JSON for API responses, or other formats depending on your needs.
***
### Steps to Create a Prompt
* Navigate to **AI Pilots**.
* Select your **AI Pilot**.
![Screen Shot 2025-05-31 at 9.34.43 PM.png]()
* Click on **Prompts**
* Click on **New**.
![Screenshot 2025-06-03 at 9.24.13 AM.png]()
***
### Prompt Configuration
* **Name:** Provide a meaningful name (e.g., “Financial Support”).
* **Description:** Describe the objective of the prompt.
* **System Prompt:** Set the tone and instruction style.
* **User Prompt:** The initial user message to start the prompt.
* **Message Pairs:** Add back-and-forth conversations to enrich training.
* **Variables:** Insert dynamic fields using `{}` for personalization.
* **Conversation History:** Insert the `conversation_history` block once for added context.
* **Templates:** Use predefined templates for quick setup.
* **Reordering:** Rearrange blocks except the System Prompt (fixed at the top).
![Screenshot 2025-06-03 at 9.27.48 AM.png]()
**Note:** The last block must be a **User Prompt**.
***
### Prompt Settings
Click the **Settings** option to modify prompt-level configurations.These are the Options Available:
Options Available:
* **AI Model:** Choose which LLM your AI will use:
* GPT-4.1
* GPT-4.1 nano
* GPT-4o
* GPT-4o mini
* Claude 2/Claude 3.5 (Haiku, Sonnet) / Claude 3 (Opus)
* Gemini 1.5 Pro
* Grok-2-1212 / Grok-2-vision-1212
* **Temperature:** Controls creativity (0.00–1.00).
![Screenshot 2025-06-03 at 9.28.46 AM.png]()
**Note:** These settings apply only to the current prompt.
***
### Testing the Prompt
You can run a simulation to test your prompt:
1. Click **Run Test**.
2. Enter values for required variables.
3. The AI will simulate a live user interaction.
The output includes:
* **Latency:** Time taken for response
* **Tokens:** Total used, with input/output breakdown on hover
![Screenshot 2025-06-03 at 9.30.10 AM.png]()
***
### Editing an Existing Prompt
**How to Edit:**
* Navigate to **AI Pilots**.
* Select your **AI Pilot**.
![Screen Shot 2025-05-31 at 9.34.43 PM.png]()
* Hover over the prompt.
* Click on **Actions**
* Select **Edit.**
![Screenshot 2025-06-04 at 12.17.26 PM.png]()
* After editing
* Click **Update** to apply changes.
![mceclip5.png]()
***
**Deleting a Prompt**
**How to Delete:**
* Navigate to **AI Pilots**.
* Select your **AI Pilot**.
![Screen Shot 2025-05-31 at 9.34.43 PM.png]()
* Hover over the prompt.
* Click on **Actions**
* Select **Delete**.
![Screenshot 2025-06-04 at 12.19.01 PM.png]()
* A confirmation dialog box will appear:
*“This action is irreversible. Are you sure you want to delete this prompt?”*
* Click **Yes**, and the prompt will be deleted permanently.
![mceclip7.png]()
**Note:** You cannot delete the prompt if it is currently in use.
***
### Prompt Listing & Actions
How to Access the Prompt List:
* Navigate to **AI Pilots**.
* Select your **AI Pilot**.
* Click on **Prompts**.
* The list includes: **Name**-**Description**, **Last Modified By**, **Last Modified Date**
* You can perform actions such as **Edit**, **Clone**, or **Delete**.
* You can also sort prompts by **Name** or **Last Modified Date**, and search by **Name.**
![Screenshot 2025-06-04 at 12.20.25 PM.png]()
# Variables
Source: https://support.getskara.ai/ai-pilot/working-with-ai-pilots/variables
**Variables** are internal data holders used by [**AI Pilots**](https://support.salesmate.io/hc/en-us/articles/45803043910937) to temporarily store and manipulate information during a conversation. Unlike entities, which capture data directly from the user (e.g., name, email, or query), variables are updated internally using flows, actions, or API calls.
They play a critical role in AI Pilots by allowing you to store, manage, and utilize dynamic data during conversations. Whether you're fetching data from an API, calculating values, or referencing previous user inputs, variables make it possible.
### **Topics covered:**
* [Components of a Variable](#components-of-a-variable)
* [System Default Variables](#system-default-variables)
* [Create a Variable](#create-a-variable)
* [View Variables](#view-variables)
* [Edit a Variable](#edit-a-variable)
* [Delete a Variable](#delete-a-variable)
* [Practical Use Case](#practical-use-case)
### Components of a Variable
Each variable includes the following attributes
* **Name:** The name number must be unique across all AI Pilots, and it allows alphanumeric values and underscores.
* **Variable Name:** This name will be visible in the execution flows.
* **Description (Optional):** Provide a brief explanation of the variable's function for reference.
* **Type:** You can choose a type from the drop-down menu. It will have the following types:
* Text: Stores strings (e.g., names, emails)
* Number: Stores numeric values (e.g., price, quantity)
* Date: Stores date values
* DateTime: Stores both date and time
* **Default Value (Optional):** You can provide a default value for the variable.
**Note:** Variables in AI Pilots are global and distinct from Smart Flow’s local variables.
### System Default Variables
These pre-defined variables are available in every AI Pilot and cannot be edited or deleted
| Variable Name | Description | Example |
| ---------------------- | ----------------------------------- | ---------------------------------------------------------------------------------------------------- |
| last\_response | Stores the last AI reply | Where would you like to travel? |
| last\_utterance | Captures the user’s last message | Reset my password |
| locale | Captures the user’s language/region | en-US, fr-FR |
| conversation\_user\_id | Unique user identifier | abc123xyz456 |
| conversation\_history | Stores the last 10 user-AI messages | AI Pilot: How can I help?" user: What's the weather today?" AI Pilot: The weather is sunny and 25°C. |
### Create a Variable
To create a new Variable, you will need to follow the steps below:
* Navigate to **AI Pilots** from left panel.
![mceclip0.png]()
* Select the correct AI Pilot.
* Click on **Variables**.
* Click on **New**.
![mceclip1.png]()
* Fill in the fields like **Name, Description, Type, and Default Value**.
![mceclip3.png]()
* Click **Save**.
**Note**: An entity name and a variable name cannot be the same.These variables will be accessible only in the flows, intents, & prompts created within the AI Pilot.
### View Variables
To view the variables for an AI Pilot, please follow the steps below:
* Navigate to **AI Pilot** under **More**.
* Select the correct AI Pilot.
* Click on **Variables**.
* The variable list will show:**Name, Variable Name, Description (shown on hover), Default Value, Last Modified By / Date**
* You can sort the variables based on Name and Last Modified Date.
* You can search the variable by name or variable name (internal name).
![mceclip6.png]()
### Edit a Variable
To edit a variable, please follow the steps below:
* Navigate to **AI Pilot** under **More**.
* Select the correct AI Pilot.
* Click on **Variables**.
* Click on the **Variable name** from the list.
* You can update: **Name, Description, and Default Value.**
* Click **Save**.
![mceclip5.png]()
### Delete a Variable
To delete a variable, please follow the steps below:
* Navigate to **AI Pilot** under **More**.
* Select the correct AI Pilot.
* Click on **Variables**.
* Hover over on the Variable name.
* Click on **Actions**.
* Click on **Delete**.
![mceclip7.png]()
* A confirmation window will pop up.
![mceclip6(1).png]()
* Click on **Yes**.
**Note:** If the variable is used anywhere, then it will give you the error message and block you from deleting it.
### Practical Use Case
You can use Variables to store the delivery address provided by the customer within the chat conversation.
Here are the steps on how you can do that.
1. Create a Variable named Delivery Address.
* Name: Delivery Address
* Variable Name: deliveryaddress
* Description: Stores the address where the user wants the order delivered
* Type: Text
2. Give a prompt to the user for the Delivery address.
3. Store the response of the user in a Variable.
4. Use the variable in the confirmation message as a reply.
# A2P 10DLC Brand Approval Best Practices
Source: https://support.getskara.ai/built-in-calling-and-text/a2p-10dlc/a2p-10dlc-brand-approval-best-practices
When you register your A2P Brand with your Business Profile, Salesmate will submit your business information to The Campaign Registry for review which will determine your eligibility and throughput for your messaging Campaigns. Below is a summary of how Brand approval works and our best practices to ensure your Brand is approved.
### Article contents:
* [How Brand Approval Works](#how-brand-approval-works)
* [How To Maximize Your Trust Score](#how-to-maximize-your-trust-score)
* [Use a valid EIN for US-based companies – not a DUNS number](#use-a-valid-ein-for-us-based-companies-not-a-duns-number)
* [Enter your Legal Company Name exactly as registered with the IRS](https://support.salesmate.io/hc/en-us/articles/22630212131865-A2P-10DLC-Brand-Approval-Best-Practices#h_01H9JAYZSMSQDPZCQW0FBHFQB4)
* [How to find your EIN number (for US companies)](https://support.salesmate.io/hc/en-us/articles/22630212131865-A2P-10DLC-Brand-Approval-Best-Practices#h_01H9JAZ90G78NR3RP9YB0NS1M4)
* [Use a Valid Tax ID for companies based outside of the U.S.](https://support.salesmate.io/hc/en-us/articles/22630212131865-A2P-10DLC-Brand-Approval-Best-Practices#h_01H9JAZMZN4V4F6S06TP83BGRZ)
* [Guidance for companies in Canada](#use-a-valid-ein-for-us-based-companies-not-a-duns-number)
* [Guidance for companies in the rest of the world](https://support.salesmate.io/hc/en-us/articles/22630212131865-A2P-10DLC-Brand-Approval-Best-Practices#h_01H9JB0A9GPE492RR361XTE7E6)
* [Common customer errors for EIN/Tax ID](https://support.salesmate.io/hc/en-us/articles/22630212131865-A2P-10DLC-Brand-Approval-Best-Practices#h_01H9JB0JY37SY04NVQ4JN5YTAE)
* [Check Your Business Address](https://support.salesmate.io/hc/en-us/articles/22630212131865-A2P-10DLC-Brand-Approval-Best-Practices#h_01H9JB109B10PSM4SMQBQSVQ77)
* [Supported Stock Exchanges](https://support.salesmate.io/hc/en-us/articles/22630212131865-A2P-10DLC-Brand-Approval-Best-Practices#h_01H9JB1YW68AVR03FH2JEHYJSJ)
* [Other Factors](https://support.salesmate.io/hc/en-us/articles/22630212131865-A2P-10DLC-Brand-Approval-Best-Practices#h_01H9JB2C8JEGN6679JEF8134CC)
* [Frequently Asked Questions](#frequently-asked-questions)
### How Brand Approval Works
The approval process starts with a primary vetting of your brand completed by The Campaign Registry. As part of the approval process, Salesmate will automatically submit your brand for
[Secondary Vetting](https://support.twilio.com/hc/en-us/articles/4403988619163-What-is-Secondary-Vetting-for-A2P-10DLC-)
, an additional review process that can lead to increased throughput and messaging limits. Once that vetting is completed, you will receive a Trust Score that determines your long code messaging throughput to US networks as well as daily message limits to T-Mobile as described in
[Message throughput MPS and Trust Scores for A2P 10DLC in the US](https://support.salesmate.io/knowledge/articles/22586169596441/en-us?brand_id=1467849)
. To see a full walkthrough of the Brand registration process please see our
[A2P 10DLC Onboarding Guide](https://www.twilio.com/docs/sms/a2p-10dlc/onboarding#2-register-your-us-a2p-brand)
.
### How To Maximize Your Trust Score
To make sure your Brand is approved and you receive the most accurate Trust Score, you want to make sure you submit your business data properly. Below are some best practices to follow along with some of the frequently asked questions regarding Brand registration.
### Use a valid EIN for US-based companies – not a DUNS number
For private and public for-profit companies, the provided EIN and Legal Company Name must match business registration sources. Please ensure:
For Standard A2P 10DLC brand registration,\*\*customers with a US presence must use an EIN number.
* **A DUNS number is not acceptable** for US companies creating Standard A2P Brand registrations. A DUNS number should only be used in Business Profile creation if you do not want to use US A2P messaging and only want to use Stir/Shaken for Voice.For\*\* Non-Profit and Political organizations \*\*, the EIN provided has to match the Legal Company Name available in the list of Tax-Exempt Organizations or Registered Political Organizations. Learn more in
* [Nonprofit and Government Guide to A2P 10DLC Text Messaging.](https://support.twilio.com/hc/en-us/articles/4405850570267-Nonprofit-and-Government-Guide-to-A2P-10DLC-Text-Messaging)
### **Enter your Legal Company Name exactly as registered with the IRS** If you’re registering a US entity, please enter the exact Legal Company Name as registered with the IRS, which can be found on the CP 575 EIN Confirmation Letter. An exact match between the Legal Company Name and the EIN as displayed on CP 575 is required for the Brand to be successfully registered. Please do not use the Legal Company Name found on the W2 or W9 forms as they may be different from what you have on the CP 575 notice.If you do not have access to your company's CP 575 notice then contact your company's accountant or financing office and ask for it. If the CP 575 notice has been misplaced, you may request a 147c letter from the IRS and use the information there for registration.
### \*\*How to find your EIN number (for US companies)\*\*Review your CP 575 / 147c forms for your EINContact your company's accountant or financing office and ask for the EIN
### \*\*Use a Valid Tax ID for companies based outside of the U.S.
* \*\*For private and public profit companies, the provided EIN and Legal Company Name has to match registration sources. Please ensure:
ALL customers creating a Business Profile must provide a valid Tax ID.For Standard A2P 10DLC brand registration or customers with an International presence, a Tax ID from their country is required.For Businesses outside US /Canada, there may be a requirement for additional vetting to successfully verify their brand.
In such cases, they will no longer be able to register as Low Volume Standard Brands.
### \*\* Guidance for companies in Canada **On July 27th**, for companies in Canada, we switched to ONLY accepting the Business Number (BN) rather than the Corporation/Incorporation/Registry ID numbers for Canadian Brand Registration.We will only accept the first 9 numeric digits of the BN (BN-9). Here is an example of the format of a BN where the bolded part is the part we will collect in the Canadian Brand.Tax/Corporation ID field:\*\* 123456789\*\* RT0001As always, please ensure that your legal company name and address is consistent with your business registration and is properly spelled.Enter your Provincial Corporation Number as your Business Registration Number.For example:
Alberta Corporation NumberOntario Corporation Number (make sure you enter only the numbers after the first two leading zeros)British Columbia Corporation Number (make sure the BC prefix is part of the number)Saskatchewan Corporation NumberNova Scotia Corporation NumberQuebec Corporation NumberManitoba Corporation NumberIf this does not work for you, alternatively, you may use your federally-issued Canada Corporation Number.
Until July 27th, please do NOT enter your business number or federal tax ID number, as that is not readily cross-referenced. Please ensure your legal company name is properly spelled and consistent with your corporation registration. The address you enter should also match the address you registered with Corporations Canada.
### **Guidance for companies in the rest of the world** Companies in **Europe** should use the
[VIES VAT number validation](#use-a-valid-ein-for-us-based-companies-not-a-duns-number)
lookup to look up their brand information before submission.Companies in **Australia** should use their Australian Business Number (ABN) and use the
[official ABN Lookup](https://abr.business.gov.au/)
tool to look up the information.Companies in **New Zealand** should use New Zealand Business Number (NZBN) and use the
[official NZBN lookup tool](https://www.nzbn.govt.nz/)
to look up the information.Companies in **Hong Kong** should use your
[Companies Registry (CN)](https://www.cr.gov.hk/en/home/index.htm)
number. You can use the
[official CN lookup tool](https://www.cr.gov.hk/en/services/obtain-company-info.htm)
to find it.For other countries, please enter the numeric portion of your VAT ID number. If you don't have a VAT ID, please provide the primary corporation registration number or tax ID number for your country.
### **Common customer errors for EIN/Tax ID** Using an incorrect business name, such as the name of the messaging provider, DBA, or a trade name of the company instead of the official legally registered name. The Legal Name must not be abbreviated in any way and must appear **exactly** as it is filed with the IRS (US) or the equivalent tax authority in other countries.Entering a number in the EIN or Tax ID field that is not a valid EIN or home country company ID number.Providing a DUNS number instead of an EIN for a US-based company.Using SSN to register your brand. If you used your SSN to file your taxes, you are a sole proprietor and should [await further guidance](https://www.twilio.com/blog/new-requirements-for-a2p-10dlc-registrations) from Salesmate on registering your brand.
### \*\*Further recommendations:\*\*For US businesses, to ensure you’re providing accurate information, enter your business's EIN into the
[HIPAA Space lookup website](https://www.hipaaspace.com/)
. If your business appears in the results, please fill in your business name exactly according to the business listing information.If you are an
[ISV-type customer](https://support.twilio.com/hc/en-us/articles/4402930862747-Am-I-a-direct-customer-or-an-ISV-)
and need to validate and enter information for multiple brands in the US, you could use the subscription-based EIN verification service provided by
[TINCheck](https://www.tincheck.com/)
.
* **For validating a brand’s status as a nonprofit, you can use**[Results for Tax Exempt Organization Search from the US IRS.](https://www.irs.gov/404)\*\*Newly issued EINs or equivalent tax IDs won’t propagate across the relevant database validation systems for a few weeks. So, if your brand registration failed due to a tax ID mismatch and you recently registered your business for a tax ID, please share documentation with support to help your brand get verified manually by third-party vendors. Any such documentation has to be from the federal level and not the state level.
* \*\*### **Check Your Business Address** For all entity types, a mismatch in one of the following might produce a lower Trust Score:
Address/Street lineCityStatePostal Code/Zip CodeCountry \*\*Note:\*\*Submitting the address of a local branch or any address different from the official registered company address might produce a mismatch with a negative impact on the Trust Score.
* **Supported Stock Exchanges** For Public Profit companies, the stock ticker symbol and the designated stock exchange must match available sources. Available Stock Ticker values are as follows:
NONENASDAQNYSEAMEXAMXASXB3BMEBSEFRAICEXJPXJSEKRXLONNSEOMXSEHKSGXSSESTOSWXSZSETSXTWSEVSEOTHER
### **Other Factors** The following factors will impact the Trust Score, but cannot be influenced by data submitted:- **Company size:** For all companies, points are earned for the detected size of the company based on independent sources of employee count and revenue.
* **Years in operation:** All companies earn points for their years in operation and domain age.
### Frequently Asked Questions
### \*\*Is an EIN number mandatory?
* \*\*For A2P standard brand registration for US entities, EIN is required and mandatory. DUNS will result in an error and put the brand in an Unverified state preventing customers from proceeding with the next steps. DUNS is not an acceptable format for A2P brand registration.If you are a business outside of the US then for Standard Registration you can use your business country Tax ID like BN9 for Canada, Company Number for the UK, Company Number from ASIC(ACN) for AUS, etc],
### \*\*I received an error stating “We are unable to retrieve your TCR Trust Score” What does that mean?
* \*\*During Brand approval the vetting process is automated, however, our vendor Aegis is going through some vetting issues, due to which there is a delay in populating the Secondary Vetting score. If we cannot retrieve your TCR Trust Score during Brand registration, it means that it’s undergoing this review which can take up to 7 business days. If your Brand is not approved after that time, please contact Twilio Support.
### \*\*I received an error message stating, “Your brand registration failed” What does that mean?
* \*\*If you receive any error messages stating your brand registration has failed, please follow the instructions provided to resolve your brand information. Your brand registration information is vetted by TCR, and if the vetting rejects your brand information, you will get this error. Some reasons for the failure of registration are:
The business registration number (e.g., EIN or Tax ID) does not match your legal name. You need to update one or both fields to resolve such an error.The stock symbol or ticker you provided does not match your brand information. You need to update one or both fields to resolve such an error.The organization could not be verified as a US-registered non-profit organization or government entity. To resolve such an error, you need to update your entity type (a.k.a company type) or provide documents for manual verification of your entity type. For more, see
[Nonprofit and Government Guide to A2P 10DLC](https://support.twilio.com/hc/en-us/articles/4405850570267-Nonprofit-and-Government-Guide-to-A2P-10DLC-Text-Messaging)
### \*\*I received a low Trust Score; how can I increase the score?
* \*\*The best way to improve your Trust Score is to ensure you have followed the above best practices including using a valid EIN and are using an accurate Business Address. If you have followed the guidelines and are still seeing a low Trust Score, don't hesitate to get in touch with Support.\*\*Note:\*\*The Trust Score is calculated based on your brand footprint.
* \*\*Another company acquired my company; whose information do I provide?\*\*The guidance is always to provide the same business information you would use for your tax reporting at that given time.
* \*\*My company’s business information has changed; how can I update my A2P Brand?\*\*Your registered business information must stay accurate and up-to-date for your Brand. Once your Brand and Business Profile is approved, you cannot make changes to them through the Console or API, so if you need to update any information in your Brand/Business Profile, please contact Salesmate Support with the necessary changes.
# A2P 10DLC Campaign Approval Requirements
Source: https://support.getskara.ai/built-in-calling-and-text/a2p-10dlc/a2p-10dlc-campaign-approval-requirements
| On January 26, 2023, a new A2P 10DLC Campaign vetting process came into effect. For details on the change, [see this article](https://support.salesmate.io/knowledge/articles/22495716354073/en-us?brand_id=1467849). This change is relevant to customers using long code numbers to send messages to the United States under the A2P 10DLC framework. This change does not apply to Toll-Free messaging.Effective January 26, 2023, newly registered A2P Campaigns are subject to a manual vetting process. T **o help ensure your Campaigns are approved in this vetting process, please follow these best practices when submitting new Campaigns.** | Campaign Field | Description | Requirements |
| -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------ |
| Message Flow | The primary purpose of the Message Flow (or Call to Action) and required disclosures is to ensure the end user consents to receive text messages and understands the nature of the program. The Message Flow must be accessible by a 3rd party reviewer so it can be verified. | Explain if the Call to Action is behind a login, not yet published publicly, is verbal, on paper. Provide a screenshot of the Call to Action in such cases. Host the screenshot on a publicly accessible website (like OneDrive or Google Drive) and provide the URL in this field. | |
| Campaign Description | Provide a clear and comprehensive overview of the campaign's objectives and interactions the end-user would experience after opting in. | If the Campaign pertains to Loan Arrangement or Direct Lending, specify such so that Twilio A2P Ops can update your Campaign to reflect. | |
| Terms and Conditions | Provide publicly accessible terms of service | Boilerplate terms of service that cover minimum requirements from the carriers can be found in our support article. | |
| Opt-in Message Confirmation | Required for all Opt-in methods | A confirmation message must be delivered immediately after the Consumer opts into the program.Message must containProgram or product descriptionCustomer care contact informationOpt-out instructionsProduct Quantity or recurring messages program disclosure“Message and data rates may apply” disclosure | |
| Sample Messages | Provide message examples highlighting the use case | Identify message sender (brand)Indicate templated fields with bracketsInclude opt-out language to at least 1 sample message | |
### Forbidden use cases will result in Campaign rejection
Make sure your A2P Campaign does not involve
[prohibited content](https://support.salesmate.io/hc/en-us/articles/22668967053209-Forbidden-Message-Categories-in-the-US-and-Canada-Short-Code-Toll-Free-and-Long-Code)
such as cannabis, hate speech, etc., and that your use case is compliant with the
[Salesmate Messaging Policy.](https://support.salesmate.io/hc/en-us/articles/360044649672-Salesmate-Messaging-Policy)
### Ensure data accuracy and consistency.
Make sure you submit Campaign registrations with accurate and consistent data:
| Best Practice | Examples |
| -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Consistency in brand, website, and sample messages | If your brand name is Acme, your website is [www.acme.com](http://www.acme.com), but your sample messages say, “Here’s your one-time passcode for logging into [www.contoso.com,”](http://www.contoso.com,”) your campaign will be rejected. |
| Consistency in sample messages and use cases | If you register a marketing campaign but sample messages say, “Here’s your one-time passcode: 123456”, your campaign will be rejected. |
| Consistency in email domain and company name | Your campaign will be rejected if you register a brand as LeadConnector Inc but provide an email address with the gmail domain names. \*Note that this check only applies to large, well-known corporations that should have dedicated email domains |
| Make sure you submit real, working websites. | Indicating that your customers opt-in to your messages via the website, but providing a website address that does not work, will lead to campaign rejection. |
| Make sure the brand you register is the actual brand that you’re sending messages for | If ISV customers register a brand with your company’s information (e.g., a company that provides the tech for dental offices) but end up sending messages for your customers (e.g., individual dentist practices), your campaign will be rejected. |
| Make sure you create as few duplicative brands and campaigns as possible | Excessive brands with the same EIN and excessive campaigns with the same campaign attributes may be seen as high-risk and may result in campaign rejection |
| If you wish to send templated messages, please indicate the templated fields in sample messages with brackets to help reviewers better identify which parts are templated. | For example, please write, “Dental check due for \[Mary Doe], Visit \[[www.contoso.com](http://www.contoso.com)] to schedule an appointment or call \[123-456-7890]” |
### Ensure your use case involves consumer consent before sending messages
Make sure you collect consumer consent appropriately. Please refer to the [CTIA guidelines](https://api.ctia.org/wp-content/uploads/2023/05/230523-CTIA-Messaging-Principles-and-Best-Practices-FINAL.pdf) for detailed instructions and best practices on handling consumer consent.
| Best Practice | Examples | |
| -------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Make sure consumer opt-in is collected appropriately | If you indicate you collect opt-in via text messages, but your sample messages say, “Hi, is this the owner of 123 Oak Street? I’d like to discuss how I can help you sell your property”, it is clear that you have not collected appropriate consent before sending messages and your campaign will be rejected. | |
| Make sure opt-in language is available on your website if you indicated in the “message flow” field that a consumer opts into your campaign on your company website. | If your brand Acme uses its website, [www.acme.com](http://www.acme.com), to collect phone numbers but your website does not contain opt-in language such as “By providing your phone number, you agree to receive text messages from ACME. Message and data rates may apply. Message frequency varies.”, your campaign will be rejected. | |
| We recommend having opt-out language in at least one of your sample messages. | For example, please add language such as “Please reply STOP to opt-out” in one of your sample messages. | **Note:** The ecosystem constantly improves the vetting criteria as it comes across additional violations. Please do not consider the best practices listed above as a “catch-all” and guarantee approval as long as you follow them all; instead, consider them as a baseline that illustrates the general direction of compliant, high-quality messaging that the ecosystem is moving towards. |
### Opt-In
Campaigns require a proper opt-in method which ensures that end-users provide consent to receive text messages. Verbal opt-in is the most difficult method to verify however, is acceptable as long enough details are provided that a 3rd party reviewer can verify.
| Opt-In Method | Example |
| -------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Verbal | Salesmate IVR: "As part of our service we can send you automated monthly text alerts regarding Salesmate account payment activity. We will send two messages per month. Message and data rates may apply, depending on your mobile phone service plan. At any time you can get more help by replying HELP to these texts, or you can opt-out completely by replying STOP. Mobile Terms of Service are available at [http://twil.io/terms](http://twil.io/terms) and our Privacy Statement can be found at [https://twil.io/privacy](https://twil.io/privacy). Please reply with 'yes' or 'no' to indicate if you would like this service". Salesmate Customer: "Yes please" Salesmate IVR: "Great! We will send you a text message to confirm your enrollment here shortly." |
| Web Form | An embedded form on the end business’s website prompts end-users to enter their mobile handset phone number and opt into the texting campaign. Note checkbox should be selectable by the end-user for opting in. If the web opt-in is behind a login or not yet published, host a screenshot on a publicly accessible website (like OneDrive or Google Drive) and provide the URL in the Message Flow Field. |
| Paper Form | An in-store visitor completes a physical form that collects their phone number and their consent to subscribe to your texting campaign. Host a screenshot of the paper form on a publicly accessible website (like OneDrive or Google Drive) and provide the URL in the Message Flow Field. |
| Via Text | Host a screenshot of the campaign collateral on a publicly accessible website (like OneDrive or Google Drive) and provide the URL in the Message Flow Field. |
| Mobile QR Code | A QR code that links to an online form that prompts end-users to enter their mobile handset phone number and opt into the texting campaign. QR code can direct the mobile handset to their messaging application with a templated opt-in message or can lead to a web form as outlined above. If the QR code leads to an online form that is behind a login or not yet published, host a screenshot of the form on a publicly accessible website (like OneDrive or Google Drive) and provide the URL in the Message Flow Field. |
### Campaign registration recommendations
Campaign registrations should meet each of the following descriptions for each field.
### **Campaign Type** Please choose the use case that best represents your campaign. For more information, please refer to the details provided [here](https://support.salesmate.io/knowledge/articles/22591695054105/en-us?brand_id=1467849).
| Successful Example | Failed Example |
| ------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| 2FA use case is selected for any authentication or account verification such as OTP. | Higher Education is selected for any authentication or account verification such as OTP. Why is this rejected? If the use case does not match the intended use, the campaign will be rejected. |
### **Campaign Description** The description should be thorough and provide an explanation of the campaign’s objective or purpose. The provided description needs to answer who the sender is, who the recipient is, and why messages are being sent to the intended recipient.
| Successful Example | Failed Example |
| ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| “Messages are sent by Acme to its existing customers. OTP Messages for MFA challenges for logging into the online portal to make changes to a user profile for security purposes. Customers confirm with an SMS when profile changes are made.” | “Blank” Why is this rejected? No information is provided for the campaign's purpose. “This campaign sends messages to customers” Why is this rejected? It does not provide information on who is sending and receiving messages and why messages are being sent. |
### **Message flow/Call-to-Action** The message flow/call-to-actions needs to provide clear and conspicuous details on how an end customer consents to receive messages and understands the purpose of the message.Call-to-Action should contain the following information:
The program or product descriptionTelephone number(s) from which messaging will originateIdentify the organization or individual being represented in the initial messageClear and conspicuous language about opt-in and any associated fees or chargesOther applicable terms and conditions (e.g., how to opt out, customer care contact information, and any applicable privacy policy)
Opt-in needs to apply per campaign, should be not transferable or assignable, and can not be obscured in terms and conditions (especially terms related to other services). If multiple opt-in methods can be used for the same campaign, please list them all.Campaign reviewers need to be able to verify the details provided in this field. Provide evidence such as a hosted link to screenshot or document for opt-in that occurs behind a gated login or on a paper form.
| Successful Example | Failed Example |
| ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------- |
| Message Flow: “Customers provide opt-in specifically when enrolling into our website or in person by requesting SMS capabilities within the store. Opt-in during website is a self-service process and occurs at acme.com/signup” Website Opt-in Language: “By submitting, you authorize ACME to send text messages with offers and other information. Message/data rates apply. Consent is not a condition of purchase. \[Link to terms and conditions].” | Why is this rejected?Where and how the customer provides opt-in is unclear. |
### **Sample message** Sample messages should reflect actual messages to be sent under the campaign and indicate templated fields with brackets. Ensure consistency with the use case and campaign description.Sample messages should identify who is sending the message (brand name). Ensure that at least one sample message includes your business name.
Include opt-out language to at least 1 sample message.
| Successful Example | Failed Example |
| --------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------- |
| “ACME 2FA Notice: Here is your one-time password: 1234 Call \[phone number] to report if this request was not made by you.” | “You have an upcoming appointment” Why is this rejected? If opt-out is not provided, the campaign will be rejected. |
### **Opt-in Keywords** Please provide all keywords that allow users to opt-in to receive campaign messages.
| Successful Example | Failed Example |
| -------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| “START, OPTIN, UNSTOP, IN” | "Blank” Why is this rejected? Message flow indicates customers can opt-in through text but if no opt-in keywords are provided, the campaign will be rejected. |
### **Opt-in Confirmation Message** A campaign must provide customers with an opt-in confirmation message. This is required for all recurring campaigns, regardless of the opt-in method. [CTIA Messaging Principles and Best Practices.](https://api.ctia.org/wp-content/uploads/2023/05/230523-CTIA-Messaging-Principles-and-Best-Practices-FINAL.pdf)The opt-in confirmation message should include:
Program (brand) name or product descriptionCustomer care contact information (HELP command instructions)Opt-out instructionsDisclosure that the messages are recurring and the frequency of the messagingA “Message and data rates may apply” disclosure
| Successful Example | Failed Example |
| ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| “You have successfully opted in for messages from ACME for account notifications. Message and data rates may apply. Reply Help for additional support. Reply STOP to unsubscribe.” | “You opted in for messages” Why is this rejected? Opt-in message does not contain any information on the brand and no information on the opt-out process, the campaign will be rejected. |
### **Opt-out Keywords** Please provide all keywords that allow end users to stop receiving messaging from this campaign.
| Successful Example | Failed Example |
| ------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| “STOP, UNSUBSCRIBE, END, QUIT, HALT” | “Blank” Why is this rejected? Salesmate default Opt-out handling is disabled. As such, opt-outs must be handled via Salesmate Advanced Opt-Out or by your application. Specify the keywords you have configured for Opt-out handling. |
### **Opt-out Confirmation Message** When end users send opt-out keywords, the response messages need to include acknowledgment of the opt-out request, brand name, and confirmation that no further messages will be sent.
| Successful Example | Failed Example |
| ------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| "You have successfully been unsubscribed from Acme Corporation. You will not receive any more messages from this number." | “Opt-out successful. You will not receive any more messages from us.” Why is this rejected? If the opt-out message does not include the brand, the campaign will be rejected. |
### **Help Keywords** Please provide all keywords that allow end users to receive more information about this campaign
| Successful Example | Failed Example |
| ------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| “HELP, ISSUE, FIX, RESOLVE, INQUIRY” | “Blank” Why is this rejected? Salesmate Default HELP keyword handling is disabled on the associated account. Customer must provide the keywords they have configured in Salesmate Advanced Opt-out or their own application. |
### **Help Message** When end users send help, the response message needs to include a brand name, phone number, or email address.
| Successful Example | Failed Example |
| ---------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| "Acme Corporation: Please visit [www.acmecorporation.com](http://www.acmecorporation.com) to get support. To opt-out, reply STOP." | “Blank” Why is this rejected? Salesmate Default HELP keyword handling is disabled on the associated account. Customer must provide the HELP messages that are sent in response to HELP keywords they have configured in Salesmate Advanced Opt-out or their own application. |
# A2P 10DLC Campaign Vetting FAQ
Source: https://support.getskara.ai/built-in-calling-and-text/a2p-10dlc/a2p-10dlc-campaign-vetting-faq
This FAQ relates to the latest changes to US A2P 10DLC Campaign registration. Since January 26, 2023, all new Salesmate US A2P 10DLC Campaign registrations (Standard, Low volume standard, and Sole Proprietor) are subject to a manual vetting process and be charged a \$15 campaign verification fee at the time of external vetting. If a campaign is denied by external vetting, additional charges may occur with re-submission.
### \*\*Why does Campaign registration require vetting and is this a Salesmate-specific requirement?
* \*\* This is an industry-wide requirement intended to reduce spam, fraud, and unwanted messaging, and protect SMS as a trusted communications channel in the U.S. Every messaging provider who services A2P Campaigns is required to conduct this vetting.
### \*\*How do the Campaign Vetting fees fit in with existing registration fees?
* \*\* The below table details the existing registration fees and new registration fees:
\| | Sole Prop (upcoming) | Low Volume Standard | Standard |
\| --- | --- | --- |
\| Existing Fee | | | |
\| Brand registration fee (one time) | $4 | $4 | $4 | | Secondary vetting fee (one time) | --- | - | $40 |
\| Monthly campaign fee (monthly recurring) | $2 | $1.5-$10 (depending on the use case type) | $1.5-$10 (depending on the use case type) | | New fee | | | | | Campaign verification fee (one time) | $15 | $15 | $15 |
### \*\*How does this affect Salesmate Campaign Registration?
* \*\* A newly submitted Salesmate Campaign will be put in a “In Progress” state until it has been vetted and approved in the manual vetting process. Customers can only send compliant messages on the A2P route once the Campaign is fully approved.
### \*\*What will determine whether a Campaign passes or fails this vetting?
* \*\* To help ensure your Campaigns are approved in this vetting process, please follow these best practices in Salesmate A2P Campaign Approval Best Practices.
### \*\*How long does Campaign Vetting take?
* \*\* All Campaign approvals are subject to a manual vetting process. A2P 10DLC registration currently takes at least 3 weeks due to higher than normal volume of requests. Campaign submissions initiated at this time will most likely not be available before the August 31, 2023 A2P registration deadline. We are working internally and with our industry partners to improve the vetting times. We continue to escalate these issues and are working to reduce delays wherever possible.
### \*\*Will I get my \$15 back if my Campaign fails vetting?
* \*\* No, the \$15 Campaign vetting fee is non-refundable. Salesmate is working on an expedited pre-screening process to catch issues prior to the Campaign being sent for external vetting. We will share more news on this once we have an update.
### \*\*Are existing Campaigns affected by this change?
* \*\* All Campaigns created after January 26th, 2023 require this Campaign Vetting process. If this changes for prior Campaigns, we will communicate any new vetting requirements.
### \*\*Does the vetting process and \$15 fee also extend to “post-approval” Campaigns like Agents/Franchise and Proxy? If yes, does it occur before the carrier approval, after the carrier approval, or instead of the carrier approval?
* \*\* Yes, it applies to post-approval Campaigns. It happens after carrier approval.
### \*\*What can I do if my campaigns are rejected?
* \*\* For more information on Campaign registration best practices and what you can do if your Campaign is rejected see
* [Why Was My A2P 10DLC Campaign Registration Rejected?](https://support.twilio.com/hc/en-us/articles/15778026827291-Why-Was-My-A2P-10DLC-Campaign-Registration-Rejected-)
### **Are there exceptions to these changes?** Toll-free messaging remains an attractive alternative to A2P 10DLC. Toll-Free messaging does require a verification process but does not rely on Brand and Campaign registration.
# A2P 10DLC FAQ
Source: https://support.getskara.ai/built-in-calling-and-text/a2p-10dlc/a2p-10dlc-faq
### FAQ's
* [What information is required for registration?](https://support.salesmate.io/hc/en-us/articles/22683693019929-A2P-10DLC-FAQ#h_01H9FJ3A5WX3J6G3K8XR2QJGVM)
* [Once I have completed registration, how do I make sure my phone numbers use 10DLC?](https://support.salesmate.io/hc/en-us/articles/22683693019929-A2P-10DLC-FAQ#h_01H9FQT9B2MWC4M0GYX0W712FH)
* [Do I need to change the way I send outbound messages?](https://support.salesmate.io/hc/en-us/articles/22683693019929-A2P-10DLC-FAQ#h_01H9FQSCXM3G94M6SPAFS08STN)
* [What pricing and fees are associated with the A2P 10DLC service?](https://support.salesmate.io/hc/en-us/articles/22683693019929-A2P-10DLC-FAQ#h_01H9FQTMQACMRBE0ZJJWE60RK4)
* [How long does it take to get registered?](https://support.salesmate.io/hc/en-us/articles/22683693019929-A2P-10DLC-FAQ#h_01H9FQV1R4KY1VK21H1PZP3TR9)
* [Is MMS messaging affected by A2P 10DLC?](https://support.salesmate.io/hc/en-us/articles/22683693019929-A2P-10DLC-FAQ#h_01H9FQVT74Q5TNJ43X7C2DF43C)
* [What message-sending throughput (MPS) do I get?](https://support.salesmate.io/hc/en-us/articles/22683693019929-A2P-10DLC-FAQ#h_01H9FQW6T2577B1RJV0W0M7REA)
* [How do these rule changes affect shortcodes and Toll-Free numbers? Should I switch to 10DLC?](https://support.salesmate.io/hc/en-us/articles/22683693019929-A2P-10DLC-FAQ#h_01H9FQXR6SYZ12GZF95Y4Z3KDJ)
* [Shared short codes will be banned, date TBD](https://support.salesmate.io/hc/en-us/articles/22683693019929-A2P-10DLC-FAQ#h_01H9NJA53FGH77QFXS9B1T04SN)
* [Toll-Free SMS – no changes](https://support.salesmate.io/hc/en-us/articles/22683693019929-A2P-10DLC-FAQ#h_01H9NJAF11S1K7N6FCGE33WQY0)
* [Is there an API for registering Business Profiles, Brands, and Campaigns?](https://support.salesmate.io/hc/en-us/articles/22683693019929-A2P-10DLC-FAQ#h_01H9FQYKJMNY6D8S5WXG3AP2Q2)
* [Is Verizon making any changes to its existing A2P 10DLC service?](https://support.salesmate.io/hc/en-us/articles/22683693019929-A2P-10DLC-FAQ#h_01H9FQZ2AW7CJ2FFSR5Q8J45B3)
* [What about other mobile networks in the US?](https://support.salesmate.io/hc/en-us/articles/22683693019929-A2P-10DLC-FAQ#h_01H9FQZBAM695BVP5V3RCGF2GJ)
* [Is messaging to Canada or any other countries also affected by these changes?](https://support.salesmate.io/hc/en-us/articles/22683693019929-A2P-10DLC-FAQ#h_01H9FQZS40EJ1ZJNNZ9XKJP2T3)
* [Is WhatsApp messaging affected by A2P 10DLC?](https://support.salesmate.io/hc/en-us/articles/22683693019929-A2P-10DLC-FAQ#h_01H9FR04RJ9T9T878ZWRRKJ3JV)
### \*\*What information is required for registration?
* \*\* You will need information about each business and brand to register businesses, brands, and use cases. The required info includes the business name, physical address, and business type (LLC, partnership, etc.).
### \*\*Once I have completed registration, how do I make sure my phone numbers use 10DLC?
* \*\* Once your Brand(s) and Campaign(s) are approved, you will need to link each of your A2P Campaign Use Cases to a Messaging Service, and add phone numbers to that Messaging Service. Any numbers that you add to that Messaging Service will be automatically associated with the Campaign that you linked to that Messaging Service.This article contains steps you can follow in the Salesmate Console or using our APIs to make sure that your numbers are configured correctly:
* [How do I check that I have completed US A2P 10DLC registration?](https://support.twilio.com/hc/en-us/articles/4418081745179-How-do-I-check-that-I-have-completed-US-A2P-10DLC-registration-)
By default, newly-created Messaging Services are set to "Defer to sender webhooks," meaning the Messaging Service will not override any existing inbound message handling you have configured on your Salesmate numbers. If you are using an existing Messaging Service that you created weeks or months ago, make sure its inbound message handling settings are configured the way you want before adding any numbers. You can do this by browsing that Service in the Salesmate Console, or using the
[Messaging Services API.](https://www.twilio.com/docs/messaging/api/service-resource)
### \*\*Do I need to change the way I send outbound messages?
* \*\* If you don’t currently use Messaging Services in your application to send outbound messages, that’s OK – you won’t need to make changes within your application. It is not required to modify your application to include the Messaging Service SID in your API requests. It is only necessary to add the phone numbers to a Messaging Service, in order to associate them with a Campaign.
### \*\*What pricing and fees are associated with the A2P 10DLC service?
* \*\* For an overview of registration costs and per-message carrier fees associated with A2P 10DLC, please see
* [What pricing and fees are associated with the A2P 10DLC service?](https://support.salesmate.io/knowledge/articles/22590649559065/en-us?brand_id=1467849)
### \*\*How long does it take to get registered?
* \*\* A2P 10DLC registration is a multiple-step process that includes [registering a Business Profile, a US A2P Brand, and a Campaign use case.](https://www.twilio.com/docs/sms/a2p-10dlc/onboarding)Brand registration can typically be completed in a few minutes if you've already collected all of the required information. For example, if you are registering a US-based business, you should ensure you have your Employer Identification Number (EIN) ready when you begin registration. However, in the event that there is a discrepancy with the information you provide, a manual review may be required for Secondary Vetting which can take up to 7 days. To avoid this please see A2P 10DLC Brand Approval Best Practices.Effective January 26, 2023, all new A2P Campaign registrations are subject to a manual vetting process. Registration currently takes at least 3 weeks due to higher than normal volume of requests. Campaign submissions initiated at this time will most likely not be available before the August 31 2023 A2P registration deadline. We are working internally and with our industry partners to improve the vetting times. Please account for these delays when registering and for more information visit our FAQ on A2P 10DLC Campaign Vetting FAQ.
### \*\*Is MMS messaging affected by A2P 10DLC?
* \*\* Yes, MMS messaging via long code is subject to carrier fees as part of A2P 10DLC. We also expect registered MMS traffic to ultimately benefit from reduced carrier filtering. However, long code MMS messaging remains subject to throughput limits, due to limited carrier capacity. For high-volume MMS use cases in the United States, a short code is still the best option.
### \*\*What message sending throughput (MPS) do I get?
* \*\* Message throughput (MPS) will be allocated per registered Campaign Use Case. For many customers, A2P 10DLC will offer much higher throughput than the traditional 1 MPS for long code messaging, without the requirement of using additional numbers to get higher throughput.For details, see Message throughput (MPS) and Trust Scores for A2P 10DLC in the US.
### \*\*How do these rule changes affect short codes and Toll-Free numbers? Should I switch to 10DLC?
* \*\* These changes do not directly affect shortcodes and Toll-Free numbers, except for officially prohibiting shared short codes for all use cases except authentication codes. Details below.
### **Shared shortcodes will be banned, date TBD** Dedicated short codes are still a great way to send high-volume A2P messaging in the United States. However, the use of shared short code numbers will be banned with the transition to A2P 10DLC. The only exception to this policy is shared short codes used to send 2-factor auth (2FA) or OTP codes only.“Shared short codes” refers to short code numbers that are shared among multiple brands, for example, Shoe Company A and Beverage Company B send messages via the same short code number. If you have purchased a short code number from Twilio and are using it for your own business and brand only, you are not affected by this change.Under the new policy, a short code may be shared across multiple companies only for the purposes of sending authentication code messages, for example, "Your login code is 12345." Any other category of messaging is not allowed on a shared shortcode.Customers who are sharing a short code among multiple clients or brands for any purpose other than sending 2-factor codes (also known as OTPs) should completely migrate away from shared short codes.Previously, the end date for shared short codes was identified as June 1, 2021. As of early 2022, the end date for shared short codes is on hold until the successful implementation of A2P 10DLC. A specific date will be shared here when we have information to share.
### **Toll-Free SMS – no changes** US Toll-Free phone numbers are not affected by these changes. Toll-Free SMS is still a great way to send A2P SMS in the United States as well as Canada. See [Information and best practices for using Toll-Free SMS in the US and Canada](https://support.twilio.com/hc/en-us/articles/360038172934-Information-and-best-practices-for-using-Toll-Free-SMS-and-MMS-in-the-US-and-Canada) for more information.
### \*\*Is there an API for registering Business Profiles, US A2P Brands, and Campaign Use Cases?
* \*\* Yes, for ISV-type customers who are invited to onboard their clients, Twilio is providing APIs for registering yourselves and your clients. You can view the documentation here:
* [ISV A2P 10DLC Registration: API Step-by-Step walkthrough.](https://www.twilio.com/docs/sms/a2p-10dlc/onboarding-isv-api)
Regardless of how you plan to register, we encourage you to go ahead and collect all the required information. See
[How do I register to use A2P 10DLC messaging?](https://support.salesmate.io/knowledge/articles/22496364707481/en-us?brand_id=1467849)
for a list.
### \*\*Is Verizon making any changes to their existing A2P 10DLC service?
* \*\* Verizon launched their A2P 10DLC service in January 2019. At this time, Verizon has not announced any plans to adopt these new Brand and Campaign registration requirements. If this ever occurs, Twilio will notify our customers in advance.For now, Verizon’s A2P 10DLC service continues operating without changes. See the [Verizon A2P 10DLC FAQ](https://support.twilio.com/hc/en-us/articles/360008372654-Verizon-Wireless-SMS-and-MMS-carrier-fees-in-the-United-States) for details.
### \*\*What about other mobile networks in the US?
* \*\* Please note that the T-Mobile network includes Sprint and MetroPCS, as those networks were acquired by T-Mobile previously. All information above related to T-Mobile also applies to these networks.US Cellular (the 4th largest mobile carrier in the US) has not announced specific A2P 10DLC plans as of January 2022.Read on for details about other types of mobile networks.**Mobile Virtual Network Operators (MVNOs)** Many smaller branded mobile providers in the US are actually Mobile Virtual Network Operators (MVNOs), who utilize one or more of the major mobile networks for their service.
* [A list of US MVNOs is available on Wikipedia](https://en.wikipedia.org/wiki/List_of_United_States_mobile_virtual_network_operators)
. Any numbers on an MVNO who primarily utilizes AT & T's network will also be affected by these changes.If you perform a
[Twilio Lookup](https://www.twilio.com/en-us/trusted-activation/lookup)
on a mobile number operated by an MVNO, it will display the name of the primary host network (for example, AT & T or Verizon).
* **Other independent mobile networks** Small independent mobile networks in the US are a small percentage of the mobile market and are not affected by upcoming A2P 10DLC changes. A [list of mobile networks](https://en.wikipedia.org/wiki/List_of_American_wireless_communication_service_providers#Facilities-based_service_providers) in the US that own and operate their own network infrastructure is available on Wikipedia for reference.
### \*\*Is messaging to Canada, Puerto Rico or any other countries also affected by these changes?
* \*\* No, Canada mobile carriers are not impacted at this time. Canadian mobile carriers may introduce registered A2P 10DLC solutions in the future, but at this time carriers have not announced any plans to do so.Yes, Puerto Rico and other U.S. territories are impacted as well. U.S. bound traffic is considered any outbound traffic to US, PR, VI, Guam, and American Samoa. Many recipients in these countries have telephone services from US based carriers. Messages to those recipients are treated exactly the same as messages to US-based recipients of those networks.For information about message sending in countries other than the US, we recommend checking out our country-specific [SMS Guidelines](https://www.twilio.com/en-us/guidelines/sms) pages to learn about any unique rules or restrictions in that country.
### **Is WhatsApp messaging affected by A2P 10DLC?** No. WhatsApp messaging is unaffected by any of these changes. WhatsApp messages are transmitted over the Internet, rather than through carrier networks like SMS and MMS.
# A2P 10DLC Sole Proprietor Brands FAQ
Source: https://support.getskara.ai/built-in-calling-and-text/a2p-10dlc/a2p-10dlc-sole-proprietor-brands-faq
# The Basics (What, When, Why, etc)
### What do you need to know?
* **On April 17, 2023**, Twilio re-launched the Sole Proprietor Brand registration offering (formerly known as “Starter Brand”) in accordance with the
* [new industry guidelines](https://www.twilio.com/blog/new-requirements-for-a2p-10dlc-registrations)
for sending low-volume messaging.If you’re an individual or small business without a Tax ID (EIN), see our
[product documentation on Creating a New Sole Proprietor Brand](#what-do-you-need-to-do-if-you-have-an-existing-sole-proprietor-brand-starter-that-meets-the-new-requirements)
.Customers with a Tax ID (EIN) should register Low Volume Standard or Standard Brands depending on their traffic requirements. For a deeper comparison of the Brand registration options, see our
[Comparison between Starter, Low Volume Standard, and Standard registration for A2P 10DLC.](https://support.salesmate.io/knowledge/articles/22587396525209/en-us?brand_id=1467849)
### What are the requirements for Sole Proprietor registration?
Sole Proprietor brands are available to individuals or small businesses that meet the following requirements:- **No Tax ID:** Customer brands that have a tax ID are not eligible for Sole Prop Brands - use a low-volume standard Brand instead.
* **OTP Verification:** Confirm your identity using a one-time password (OTP) verification step.
* **Valid Details:** Starter Brands must include a valid and accurate business name, first name, last name, email address, phone number, and physical address.
* **US and Canada Addresses:** Only valid U.S. or Canadian addresses (including P.O. boxes) are allowed. Addresses in other countries are no longer permitted.
* \*\*ERC’s Not Currently Supported:\*\*Twilio doesn’t plan to support [Externally Registered Campaigns](https://www.twilio.com/docs/sms/a2p-10dlc/externally-registered-campaigns-api) within Sole Proprietor Use Cases.
### What are the fees for Sole Proprietor registration?
The following fees apply for Sole Proprietor brands:
One-time Sole Proprietor Brand registration fee: $4 (previous Starter Brands that were converted by Twilio will be exempt from this fee)One-time Campaign vetting fee: $15 (existing Campaigns will be exempt from this fee at this time)Monthly Sole Proprietor Campaign fees: \$2 (applicable to existing and new Campaigns)
### What are the limitations for Sole Proprietor registration?
Sole Proprietor brands have the following limits:
1 Sole Proprietor Campaign per Brand1 Phone Number per Campaign1 Message Per Second (1MPS) throughput limit \*\*You can only verify your Sole Proprietor Brands with a U.S. or Canadian number from a mobile provider. Using a VoIP number (including Twilio numbers) or any other number not associated with a mobile carrier will result in an error and will keep you from registering your Brand(s).
### Do Sole Proprietor Campaigns undergo the new Campaign Vetting process?
New Sole Proprietor campaigns will be subject to the
[changes in the Campaign Creation process](https://support.twilio.com/hc/en-us/articles/8959909733403-Changes-to-the-A2P-10DLC-Campaign-Creation-Process)
, as well as the
[newly introduced vetting process](#do-sole-proprietor-campaigns-undergo-the-new-campaign-vetting-process)
.
### How do I complete OTP Verification?
For full instructions on how to register Sole Proprietor brands, including how to complete the OTP verification, see our
[product documentation on Creating a New Sole Proprietor Brand.](#what-do-you-need-to-do-if-you-have-an-existing-sole-proprietor-brand-starter-that-meets-the-new-requirements)
### What do you need to do if you have an existing Sole Proprietor Brand (Starter) that meets the new requirements?
Existing Starter brands that meet the new requirements will automatically be converted to the new Sole Proprietor offering but will need to be updated with a Brand name and complete OTP Verification. Starting on April 17, 2023, you can use the Twilio Console or Twilio API to update your existing Sole Proprietor brands with a brand name and a mobile phone number (typically your personal mobile device) that you want to use for OTP verification.
### \*\*How do I complete this OTP Verification as a Direct Brand?
* \*\*You can complete this OTP check via the Twilio Console. For a visual guide on this process, see our
* [Existing Sole Proprietor OTP Verification Guide.](#how-do-i-complete-otp-verification)
### \*\*How do I complete this OTP Verification as an ISV?
* \*\*You can complete this OTP check using the Twilio API. For a full overview of how to update your existing Sole Proprietor Brands, see our
* [product documentation on Updating a legacy Starter brand.](https://www.twilio.com/docs/sms/a2p-10dlc/onboarding-isv-api-sole-prop-legacy)
### What happens if I don’t upgrade my existing Starter Brands?
On July 5, 2023, any SMS and MMS traffic sent to U.S. destinations via Twilio Phone Numbers that are not completely registered will begin to be
[subject to increased filtering](https://support.twilio.com/hc/en-us/articles/14910496447771-Shutdown-of-Unregistered-10DLC-Messaging-FAQ)
. Completing this OTP Verification check is a part of being fully registered and any Existing Sole Proprietor Brands that do not complete the check by July 5 will also be subject to this filtering.If you don’t complete the OTP Verification process by August 31, 2023, your existing Sole Proprietor Brand(s), along with any Campaigns tied to those Brands, will be deleted, and your Twilio phone numbers that you use to send messages with these Campaigns will become fully unregistered. Messages from all unregistered Twilio Phone Numbers
[will be fully blocked after August 31](https://support.twilio.com/hc/en-us/articles/14910496447771-Shutdown-of-Unregistered-10DLC-Messaging-FAQ)
.
### What do you need to do if you have unregistered 10DLC traffic in the US?
Register for A2P 10DLC via the Salesmate Regulatory Compliance or API as soon as possible **.** There are three important requirements under the A2P 10DLC system:
Businesses must identify who they are to the carrier networks (Brand registration).Businesses must register what type of messages they are sending, such as notifications (Campaign registration).Businesses must associate all the 10DLC Phone Numbers they intend to send messages from with a Campaign.
We’ve integrated with [The Campaign Registry (TCR)](https://www.campaignregistry.com/faq/) to meet the requirements of the ecosystem, while making it easy for businesses and other types of organizations and users to onboard.Determine your Brand TypeIf you’re an individual or small business without a Tax ID, a new Brand registration option called “Sole Proprietor” will be available to you from April 17, 2023.First, determine whether or not you have a Tax ID (such as a US EIN):
If you don’t have a Tax ID, and:
You’re located in the U.S. or Canada, you can use a Sole Proprietor Brand. This new registration option will be available via the Twilio Console or API on April 17, 2023. See below for additional requirements for Sole Proprietor Brands.You’re outside the U.S. and Canada, you can’t send messages to U.S. recipients via 10DLC phone numbers.If the Brand has a Tax ID, and:
If you intend to send fewer than 6,000 message segments/day, register via the Low-Volume Standard Brand registration process.If you intend to send more than 6,000 message segments/day, register via the Standard Brand registration process.
If you need help with your Brand type, please review Twilio’s [Determine Your Brand Type](https://www.twilio.com/docs/sms/a2p-10dlc#determine-your-brand-type) guide.Messages from unregistered Twilio phone numbers run the risk of being filtered or blocked. In the future, you may not be able to send messages from unregistered numbers.
### Why is this happening?
The U.S. telecommunications industry wants to verify the mobile number of the Sole Proprietor as a way to limit abuse of the Sole Proprietor brand registrations.
# Can I edit or delete an A2P Brand or Campaign Use Case?
Source: https://support.getskara.ai/built-in-calling-and-text/a2p-10dlc/can-i-edit-or-delete-an-a2p-brand-or-campaign-use-case
Once an [A2P 10DLC](https://support.salesmate.io/knowledge/articles/22579328369689/en-us?brand_id=1467849) Brand or Campaign has been submitted to and approved by the Campaign Registry (TCR), there is currently no way to make updates to that campaign. If you need to make changes to an existing campaign, you’ll need to submit a new Brand or Campaign.
### Can I edit an A2P Brand?
Yes. As of December 16, 2021, if your Brand registration attempt fails and Salesmate receives feedback from TCR about the failure reason, you can edit the Brand via the Salesmate and resubmit. Salesmate will cover the cost of retrying Brand registration for 2 additional attempts - a total value of \$88.
**Note:** The two additional attempts at no cost only apply to edits on the same Brand. Submitting a new Brand will result in a new charge.If there is an inaccuracy in an A2P Brand that you have already successfully registered, please contact the Salesmate support team be sure to include your Salesmate Account ID and exactly which details need to be corrected in your Brand registration.
### Can I delete an A2P Brand?
Yes, as of May 25, 2023, you can delete any of your existing Brands, whether they are in a Failed or Registered state. Please note that if this is a registered Brand then any Campaign Use Cases associated with it must be deleted first before you can delete the Brand. Deletion of both Campaign Use Cases and Brands is **permanent** and cannot be undone, please proceed with caution.
Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**
![mceclip1.png]()
Click on **Regulatory Compliance** Select the **Brand** you wish to **Delete** Click the **Remove** button on the grid table.
If you have existing Campaigns then this deletion request will fail, follow the below steps to delete the Campaign Use Case(s) associated with this Brand first and then try again.Brands cannot be deleted via API request at this time. If you are an ISV and need to bulk delete Brands please Contact Support for additional assistance.
### Can I edit or delete an A2P Campaign Use Case?
It is not possible to edit an already-registered, in-progress, or failed A2P Campaign; however, you may delete (unregister) an A2P Campaign via the Console or API, and register a new one in its place.A2P Campaigns can be deleted (unregistered) via Salesmate regulatory compliance:
Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**
![mceclip1.png]()
Click on **Regulatory Compliance** Select the **Campaign** you wish to **Delete** Click the **Remove** button on the grid table.You will get a confirmation popup.
* **Yes** to remove. This will delete it completely from Salesmate and TCR, and cannot be undone.
Campaigns can also be deleted via an API request. See the [ISV A2P API documentation](#can-i-edit-an-a2p-brand) for a code sample.
# Comparison between Starter, Low Volume Standard, and Standard registration for A2P 10DLC
Source: https://support.getskara.ai/built-in-calling-and-text/a2p-10dlc/comparison-between-starter-low-volume-standard-and-standard-registration-for-a2p-10dlc
* **Notice:** Unregistered 10DLC Message Fee Increases
AT & T and T-Mobile are increasing the per-message rate on unregistered traffic. If these numbers remain unregistered, they may be subject to additional filtering or blocking. Some carrier fees will be increased on June 1, 2023, and others will be increased on August 1, 2023.For more information on the specific fees and timing please see [What Pricing and Fees are Associated with A2P 10DLC.](https://support.salesmate.io/knowledge/articles/22590649559065/en-us?brand_id=1467849)If you have unregistered traffic, register for A2P 10DLC via Twilio Console or via API before June 1, 2023 to avoid the higher fees and service disruptions.
* **Notice:** Sole Proprietor A2P 10DLC Registration Now Available
Twilio has re-launched the Sole Proprietor Brand registration offering (formerly known as “Starter Brand”) in accordance with the [new industry guidelines](https://www.twilio.com/blog/new-requirements-for-a2p-10dlc-registrations) for sending low-volume messaging.
If you’re an individual or small business without a Tax ID (EIN), please see
[New Changes to Sole Proprietor Brands FAQ](https://support.twilio.com/hc/en-us/articles/9550596959643-A2P-10DLC-Sole-Proprietor-Brands-FAQ)
for more details on how to register.If you have a Tax ID (EIN) and low traffic requirement (less than 6,000 messages per day), Low Volume Standard Brands can be used for mixed messaging campaigns with multiple use cases, multiple numbers per campaign, and higher throughput than Sole Prop.If you have a Tax ID (EIN) and higher traffic requirement (more than 6,000 messages per day), Standard Brands can be used for multiple use cases, multiple numbers per campaign, and higher throughput.For a full overview of the different Brand registration offerings, see our
[Comparison between Sole Prop, Low Volume Standard, and Standard registration for A2P 10DLC.](https://support.twilio.com/hc/en-us/articles/9550596959643-A2P-10DLC-Sole-Proprietor-Brands-FAQ)
New Requirements for A2P 10DLC Registrations
Effective January 26, 2023, new A2P Campaign registrations are subject to a new vetting process, which includes a one-time \$15 campaign vetting fee. For more information, visit our FAQ on A2P 10DLC Campaign Vetting Changes - January 2023.
As an ISV-type customer, you will have three options for registering your clients for A2P 10DLC: Sole Proprietor, Low Volume Standard, or Standard. When registering each of your clients, you can choose which registration type is appropriate for that client. Many ISV customers will end up with a mix of registration types for their clients.
### Article contents:
* [Comparison table - Sole Proprietor vs. Standard A2P 10DLC registration](https://support.salesmate.io/hc/en-us/articles/22587396525209-Comparison-between-Starter-Low-Volume-Standard-and-Standard-registration-for-A2P-10DLC#h_01H9N0XK6AQ2CS848WRZ3QXXKX)
* [Sole Proprietor Brand and Campaign - details](https://support.salesmate.io/hc/en-us/articles/22587396525209-Comparison-between-Starter-Low-Volume-Standard-and-Standard-registration-for-A2P-10DLC#h_01H9N0XT94PG1KH8H8JWFTR721)
* [Standard Brand and Campaign(s) - details](https://support.salesmate.io/hc/en-us/articles/22587396525209-Comparison-between-Starter-Low-Volume-Standard-and-Standard-registration-for-A2P-10DLC#h_01H9N0Y2CQ5BJ9HDP4T7HVMGAM)
\| ### **Comparison table - Sole Proprietor vs. Standard A2P 10DLC registration** | | Sole Prop registration (available April 17th) | Low Volume Standard registration | Standard registration |
\| --- | --- | --- | --- |
\| Registration Cost | $4 one-time fee for Brand, $15 one-time fee for Campaign Vetting, monthly $2/month Campaign fee | $4 one-time fee for Brand, $15 one-time fee for Campaign Vetting, monthly Campaign cost varies by use case - see here | $44 one-time fee for Brand, $15 one-time fee for Campaign Vetting, monthly Campaign cost varies by use case - see here | | Monthly Campaign Fees* | $2/month | Low Volume Mixed Campaign $1.5/month | Campaign cost varies by use case - see here, Standard Campaign $10/month |
\| Registration Information Required | First/last name of client, contact phone number, email address, Customers with EIN number are NOT ELIGIBLE for Sole Prop | Business information, incl. US EIN number or non-US business registration number | Business information, incl. US EIN number or non-US business registration number |
\| Number of Twilio phone Numbers Permitted | 1 | > 1 | > 1 |
\| Number of SMS Segments and MMS (total) Per Day | Up to 3,000 to US, based on the hard limit of 1,000 per day to T-Mobile | Up to 6,000 to US, based on a hard limit of 2,000/day to T-Mobile | Up to 200,000/day to T-Mobile, based on Trust Score - see here |
\| Message Per Second (MPS) Throughput Toward US | 1 | 3.75 toward major US networks - see here | Up to 225 toward major US networks, based on Trust Score - see here |
* Monthly Campaign fees vary by Brand registration type and Campaign use case. For full details on Campaign pricing see
[What Pricing and Fees are associated with the A2P 10DLC Service?](https://support.salesmate.io/knowledge/articles/22590649559065/en-us?brand_id=1467849)
### **Sole Proprietor Brand and Campaign - details** Sole Proprietor Brand registration became
[available on April 17th](https://support.twilio.com/hc/en-us/articles/9550596959643-A2P-10DLC-Sole-Proprietor-Brands-FAQ)
for individuals or small businesses in the U.S. or Canada without a tax ID sending low-volume messaging. Sole proprietor brands are limited to 1 Campaign, 1 phone number per Campaign, and a throughput limit of 1 MPS.Sole Proprietor brand registration is available for $4 USD. Campaign registrations have a one-time $15 Campaign vetting fee and a recurring monthly fee.
[See here](https://support.salesmate.io/knowledge/articles/22590649559065/en-us?brand_id=1467849)
for pricing details. New Sole Proprietor campaigns will be subject to the changes in the Campaign Creation process, as well as the newly introduced vetting process.
### **Low Volume Standard Brand and Campaign(s) - details** Low-volume standard Brands can be used for mixed messaging campaigns with multiple use cases and multiple numbers per campaign. Low Volume Standard Brand registration is available for $4 USD. Campaign registration fees that used to be $50/campaign setup will be waived. (Note that Standard Brand and campaign registrations were previously available for $94 USD.) Low-volume mixed-use case campaigns have a one-time $15 registration fee and a recurring monthly fee. [See here](https://support.salesmate.io/knowledge/articles/22590649559065/en-us?brand_id=1467849) for pricing details.
### **Standard Brand and Campaign(s) - details** A Standard Brand is a "full" registration for any business that needs to send more than 6,000 SMS segments and MMS per day to the United States (or more than 2,000 per day to T-Mobile users).Under a Standard Brand, you may register one or more use cases (Campaigns). Each Campaign will have a separate
[throughput (MPS)](https://support.salesmate.io/knowledge/articles/22586169596441/en-us?brand_id=1467849)
based on the use case and the Brand's Trust Score. In addition, the Brand as a whole will have a certain
[daily message limit](https://support.twilio.com/hc/en-us/articles/1260804800549-T-Mobile-daily-message-limits-for-long-code-messaging-with-A2P-10DLC)
, also based on the Trust Score.Standard Brands entail a one-time Brand registration fee, with recurring Campaign registration fees depending on the use case.
[See here](https://support.salesmate.io/knowledge/articles/22590649559065/en-us?brand_id=1467849)
for pricing details.
# Forbidden Message Categories in the US and Canada (Short Code, Toll-Free, and Long Code)
Source: https://support.getskara.ai/built-in-calling-and-text/a2p-10dlc/forbidden-message-categories-in-the-us-and-canada-short-code-toll-free-and-long-code
The messaging use cases described below are strictly prohibited on SMS and MMS platforms in the United States and Canada. These guidelines apply to Short Code, Toll-Free, and Long Code messaging under the new
[A2P 10DLC](https://support.salesmate.io/knowledge/articles/360058856071/en-us?brand_id=1467849)
system. We want to ensure that our messaging services remain compliant with regulations and carrier requirements.At Twilio, we prioritize compliance and aim to provide clear guidelines to ensure seamless communication while upholding regulatory standards. If you have any questions or need further clarification, our dedicated support team is here to assist you. Feel free to reach out to us for any assistance you may require by submitting a customer support ticket.For comprehensive details on preventing your Twilio messages from being filtered or blocked, please refer to the guide:
[How do I prevent my Twilio messages from being filtered (blocked).](https://support.twilio.com/hc/en-us/articles/1260803966670-How-do-I-prevent-my-Twilio-messages-from-being-filtered-blocked-)
### Article Content:
* [Forbidden Use Cases](#forbidden-use-cases)
* [Forbidden message categories for SMS/MMS in the US/Canada](#forbidden-message-categories-for-smsmms-in-the-uscanada)
* [My use case is listed as forbidden. What can I do?](#my-use-case-is-listed-as-forbidden-what-can-i-do)
### Forbidden Use Cases
Certain types of messages are not allowed, and we take these restrictions seriously to maintain a safe and reliable messaging environment for all users. It is essential to refrain from engaging in the following activities listed in the table below. Please note that these forbidden use cases are not only related to the content of the message but the business type itself.Additional Restrictions
Even if your specific use case is not listed as prohibited, certain message content may still be subject to restrictions. For instance, the use of shared or free public URL shorteners is not permitted and will lead to filtering. Ensure that when using a shortened URL it is company-branded.
### Forbidden message categories for SMS/MMS in the US/Canada
| Category | Examples | Notes | |
| -------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------- |
| High-risk financial services | Payday loansShort term high-interest loansNew loan solicitingThird-party loansStudent loansCryptocurrencyStocks and investing platforms | "Third-party" means originating from any party other than the one which will service the loan. Examples of third-party loans could include: auto, mortgage, personal, etc. First party loan content is acceptable if it is not promotional messaging. No businesses that solely operate in stocks, investing, or cryptocurrency are allowed to send SMS traffic. If there is a mixed use case where that is a partial aspect of the business it may be approved based on the other use case content. | |
| Third-party lead generation services and marketing | Companies, NGOs or political campaigns that buy, sell, or share consumer information.Affiliate lendingAffiliate marketingDeceptive marketing | Any third-party use cases are strictly forbidden. Consent must be obtained directly from end-users. Political use case customers sending SMS messages are not able to use voter registration databases to collect consent and outreach end-users. Any business with a terms of service or privacy policy that mentions sharing or selling consumer data/opt-in information is considered non-compliant. | |
| Debt collection or forgiveness | Third-party debt collectionDebt consolidationDebt reductionDebt reliefCredit/debt repair | "Third-party" means originating from any party other than the one who is owed the debt. For example, a hospital could send messages regarding bills for its own patients, assuming they provided opt-in to receive that messaging. While third party debt collection is not permitted, a debt collection business that has direct consent from end-users to send related content may do so. Debt consolidation, debt reduction and credit repair programs are prohibited regardless if there is first-party consent. | |
| “Get rich quick” schemes | Deceptive work-from-home programsRisk investment opportunitiesPyramid schemesMystery ShoppingMulti Level Marketing (MLM) | This is different from outreach about employment as a result of compliant opt-in practices, messages from brokerages to their members, investment news alerts, or other investment-related messages. | |
| Illegal substances/articles | CannabisCBDKratomParaphernalia productsVape/E-cigsFireworks | Cannabis, CBD, Kratom, or drug paraphernalia product businesses are prohibited from utilizing SMS/MMS messaging on Twilio in the US and Canada, regardless of content. These restrictions apply regardless of the federal or state legality. All use cases for these are disallowed from sending SMS whether it contains cannabis content or not, even for 2FA purposes it is not permissible for such entities. | |
| Prescription drugs | Drugs that require a prescription | Offers for drugs that cannot be sold over-the-counter in the US/Canada are forbidden regardless if the business is a licensed professional. | |
| Gambling | Casino appsWebsites that offer gamblingSweepstakes50/50 RafflesContestsBetting/Sports picks | Gambling traffic is prohibited in the US and Canada on all number types (Toll Free, Short Code, Long Code). Sweepstakes are allowed on Short Code but need to go through a special review. Bingo related messages are allowed on an approved Short Code. | |
| "S.H.A.F.T." use cases and electronic smoking devices | SexHateAlcoholFirearmsTobaccoVape/E-ciggs | Alcohol traffic is allowed on Toll Free, Short Code, and Long Code in the US, as long as proper age gating procedures are in place. Age gating means that website users must input their date of birth. It cannot be a yes or no question. Firearms, Tobacco, Vape, and E-cigarettes are not allowed on Toll Free, Short Code, or Long Code regardless of age gating. All age-gated content into Canada must be blocked across Toll Free, Short Code, and Long Code. The only way to send age-gated traffic into Canada (even with proper age-gating) is to receive a special carrier exemption. Allowed age gated content in Canada include: pocket knives, lighters, and non-alcoholic beverages | **Notice:** Any use cases that violate Twilio's |
| [Acceptable Use Policy](https://www.twilio.com/en-us/legal/aup) | | | |
| or | | | |
| [Salesmate Messaging Policy](https://support.salesmate.io/hc/en-us/articles/360044649672-Salesmate-Messaging-Policy) | | | |
| are also not allowed on Twilio's platform, regardless of number/sender type or destination country. | | | |
### My use case is listed as forbidden. What can I do?
If your use case is listed above as forbidden for SMS and MMS messaging in the US, you may be able to use another Twilio product to reach your recipients.The Salesmate Sendgrid Email API (Send all your marketing and transactional email through our platform with a proprietary mail transfer agent and infrastructure for scalable delivery.) is an option for many of the above use cases. For example, cannabis- or CBD-related messaging may be conducted via email, as long as you have proper age gating (requiring a date of birth from website users) in place and are sending toward recipients in a locale where the substance is legal. In addition, the
[Salesmate Programmable Voice](https://support.salesmate.io/hc/en-us/articles/360004664432-Introduction-to-Salesmate-Calling)
product is not subject to the same carrier restrictions as SMS.For more information about cannabis-related messaging alternatives, see
[Can I send cannabis or CBD-related messaging traffic on Twilio?](#my-use-case-is-listed-as-forbidden-what-can-i-do)
To learn more about how your use case could work on Salesmate, [Contact Us](https://salesmate.io/contact/).
# How do I register to use A2P 10DLC messaging?
Source: https://support.getskara.ai/built-in-calling-and-text/a2p-10dlc/how-do-i-register-to-use-a2p-10dlc-messaging
\*\*Note:**Shutdown of Unregistered 10DLC Messaging** You need to purchase at least one number to register for A2P 10DLCAll SMS and MMS messages sent to US phone numbers from unregistered 10DLC phone numbers will be fully blocked after August 31, 2023. 10DLC phone numbers must be fully registered to an approved Campaign under your Brand. This registration deadline took effect on July 5, 2023, with unregistered phone numbers subject to a gradual increase of message blocking by Salesmate or its ISV, leading to a full block of all unregistered U.S.-bound messages sent after August 31, 2023. For more information, visit our [Shutdown of Unregistered 10DLC Messaging FAQ](https://support.twilio.com/hc/en-us/articles/14910496447771-Shutdown-of-Unregistered-10DLC-Messaging-FAQ)**A2P 10DLC** registration is available through your \*\*Salesmate Account \*\*for account Owners and Admins \*\* to complete:
Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**
![mceclip1.png]()
Here, go to **Regulatory Compliance** To begin the registration process for US A2P 10DLC, simply click the "\*\*Register for US A2P 10DLC"\*\*button.
![Screenshot 2023-09-14 at 5.48.07 PM.png]()
This registration process consists of three simple steps:
[Profile Registration](#profile-registration)
[Brand Registration](#brand-registration)
[Campaign Registration](#campaign-registration)
### Profile Registration
To register your profile in US A2P 10DLC, you will need to follow these steps:
* [Profile needs](https://support.salesmate.io/hc/en-us/articles/22496364707481#h_01HA9FHW8B8HQWM7C37BRTC5N2)
* [Business Details](https://support.salesmate.io/hc/en-us/articles/22496364707481#h_01HA9GB18S64BKW3MMJS2EH81R)
* [Business Address](https://support.salesmate.io/hc/en-us/articles/22496364707481#h_01HA9G2957PEKEQ1T1WB9CVTCJ)
* [Contact Information](https://support.salesmate.io/hc/en-us/articles/22496364707481#h_01HA9GBBVD2Z7FTVPXZKW46K1J)
* [Review and submit](https://support.salesmate.io/hc/en-us/articles/22496364707481#h_01HA9GBM572JM1S0NCKG7F2MTE)
### **Profile needs** In the profile registration, the following questions/information is asked:\*\*“Is the business entity you’re registering located in the US and/or Canada?”**Yes** No
If **Yes**, then another question will popup:**“Does the business you’re registering have a tax ID (Ex. US EIN)?”** YesNo: If you have selected 'No', you will be asked to register for the\*\* Sole Proprietor.
![Screenshot 2023-09-14 at 6.00.41 PM.png]()
If you have selected the **‘Yes’** in the above question, click on the **"Continue"** button to move further in the profile needs section.
* **"Would you like to register a Secondary customer profile?"** Yes **Recommended:** If you selected this option, click on the **Continue** button to proceed to the next step **(Business Details)** your information will be saved at this point and a green tick will be displayed next to “Profile needs” in the left section.No
If you have chosen this option then you will be redirected back to the First Page of registration.
![Screenshot 2023-09-14 at 6.01.47 PM.png]()
### **Business Details** In the "Business Details" you have to provide information about your business, such as your **business name, type, registration ID type, registration number, industry, website URL, and regions of operations**. This information is important for verifying your business and for allowing you to register your profile in A2P 10 DLC.
\*\*Note:\*\*Please mention the business name that is mentioned in the W9 form or IRS records.
![Screenshot 2023-09-14 at 6.04.07 PM.png]()
### **Business Address** In business address, you'll need to provide your business's address. Make sure to input accurate and up-to-date information, as this is crucial for successful registration.
![Screenshot 2023-09-14 at 6.10.50 PM.png]()
### **Contact Information** Next up is contact information. You'll need to provide a reliable point of contact for your authorized representative, such as First and Last name, email address, and phone number.
![Screenshot 2023-09-14 at 6.13.40 PM.png]()
### **Review and submit** Before finalizing your profile registration, take a moment to review all the information you've entered. Ensure that everything is correct and complete. Once you're satisfied, click the "Submit" button.
\*\*Note:\*\*It's important to provide all the right information to make registration easy. If you face any problems or have questions, feel free to contact the support team for help.
![Screenshot 2023-09-14 at 6.14.27 PM.png]()
### Brand Registration
After finishing your profile registration, you can go ahead and sign up for a brand. In A2P 10 DLC, there are two kinds of brand registration available:
* [Standard brand registration](https://support.salesmate.io/hc/en-us/articles/22496364707481#h_01HA9JMJC8QAVRHHG0BWXQ5X3D)
* [Sole Proprietor brand registration](https://support.salesmate.io/hc/en-us/articles/22496364707481#h_01HA9HJTMTYZCG45W7XQ0FAQXA)
### **Standard brand registration** If your profile is registered as a Standard profile, you will need to provide the following details to create a brand:**Customer Profile** Select the profile that you want to use for this brand. The first profile will be selected by default.If you have multiple profiles, make sure to select the one that is associated with the business that you are creating the brand for.The brand types that are available will depend on the profile that you select. For example, a Standard profile will only display Low Volume Standard and Standard brand types.
* **Brand Type** Select the type of brand that you need. There are two options:\*\* Low Volume Standard ($4)**Standard ($4 + $40)** Low Volume Standard is for businesses that sell a small number of products or services.Standard is for businesses that sell a larger number of products or services this includes the one-time $40 Brand Vetting fee.
* **Company Type** PrivatePublic
If you have chosen this, you will need to provide the relevant **stock exchange** and **stock ticker**. US Non-Profit
In the US non-profit you have chosen you will be asked the following questions:\*\*Are you a 527 organization?
* \*\*Yes: If you have selected this option then you have to provide the campaign verification tokenNoUS GovernmentI consent to agree to pay for a one-time **$4-$44** A2P Brand registration fee. Learn more: Check this box to agree to the terms and conditions.Click on "**Pay and Register**", You will need to pay a one-time \*\*$4-$44 \*\* A2P brand registration fee depending on your brand selection.
![A2P 10DLC Registration.jpg]()
### **Sole Proprietor brand registration** Navigate to the \*\*Apps & Add-Ons >> Voice >> Regulatory Compliance page.
* \*\* Click on the "**Register New Brand**" button.In the pop-up window, select the following options:- **Customer Profile:** The first profile will be selected by default. If you have multiple profiles, select the one that you want to use for this brand.What type of brand do you need?: If you have selected the sole proprietor profile then "Sole Proprietor Brand" will be autoselected.
* **Brand Name:** Enter the name of your brand.
* **Vertical:** Select the relevant vertical for your brand.
* **Phone number:** Enter a valid US/Canadian mobile number for OTP verification.I consent to receive OTP messages on the above phone and agree to pay a one-time \*\*$4** A2P brand registration fee.: Check this box to agree to the terms and conditions.Click on **"Pay and Register"**, You will need to pay a one-time $4 A2P brand registration fee.
![A2P 10DLC Registration.jpg]()
\*\*Note:\*\*You can only register 10 sole proprietor brands with a single business email. You cannot use the same mobile number to register more than 3 Sole Proprietor brands.
### Campaign Registration
Once the brand registration is done and verified, you can register for a campaign.
Navigate to the \*\*Apps & Add-Ons >> Voice >> Regulatory Compliance page.
* \*\*Click on the "**Register New Campaign**" button.In the pop-up window, you need to provide the information that is asked.
* **Campaign name**- You have to provide a unique name for your campaign.
* **A2P Brand**- In case of multiple brands you can select the brand for which you are creating the campaign otherwise the default selected brand cannot be changed.
* **Available A2P Campaign use cases**- The type of messages you will be sending, such as marketing, customer service, or transactional messages.
* **Select Text Messaging Service**- Select the messaging service you will be using to send your messages.
(To comply with regulations, you must link your campaign to a text messaging service. You can search for an existing service or create a new one. If you create a new service, a pop-up will appear to create a "**New Text Messaging service**".)**Campaign Description**- Provide a brief description of your campaign.
* **Sample Message #1**- A sample message that you will be sending.
* **Sample Message #2**- A sample message that you will be sending.
* **Message Contents**- Whether your messages will include embedded links or phone numbers..
* **How do end-users consent to receive messages?**- In this, you should describe how end users opt-in to the campaign, therefore giving consent to the sender to receive their messages.
* **Opt-in Keywords**-The keywords that your end-users can use to opt in to receive messages from you.
* **Opt-in Message**- The message that your end-users will receive when they opt-in to receive messages from you.I consent to agree to pay for a one-time amount A2P Campaign registration fee. Learn more: Check this box to agree to the terms and conditions.Click on "**Pay and Register**", You will need to pay a one-time \$4 A2P brand registration fee.
![A2P 10DLC Registration.jpg]()
You can refer to the [A2P 10DLC Campaign Approval Requirements](https://support.salesmate.io/hc/en-us/articles/22633258967449/preview/eyJhbGciOiJIUzI1NiJ9.eyJpZCI6MjI2MzMyNTg5Njc0NDksInJldmlzaW9uX2lkIjoiMDFIQTlQUE5KMFZYMDFYNktFQzY2RzhWR0oiLCJleHAiOjE2OTQ2OTQwMDB9.Jx4v_1RDmITy92WGf59BRToat9iHMzbX8jmfBqLNr4M) to ensure a smooth campaign registration process.
### A2P 10DLC Registration Verification Statuses
When you register for A2P 10DLC, your registration will go through three distinct statuses:- **Approved:** This status means that your profile, brand, and campaign have been successfully approved by the Compliance carriers. You can now start sending messages.
* **In Review:** The In Review status means that your registration is currently being reviewed by the Compliance carriers. This could take two to three weeks, depending on the volume of registrations Salesmate is currently processing.
* **Declined:** This status means that your profile has been declined by the Compliance carriers. There are a few reasons why this might happen, such as if you have not provided all of the required information or if your profile does not meet the regulatory requirements.
* **Failed:** This status means that your brand or campaign has been declined by the Compliance carriers. This might happen if your brand or campaign does not meet the regulatory requirements.
# List of campaign use case types for A2P 10DLC registration
Source: https://support.getskara.ai/built-in-calling-and-text/a2p-10dlc/list-of-campaign-use-case-types-for-a2p-10dlc-registration
The tables below show campaign use case types that will be available for registration under United States A2P 10DLC. Please note, the current maximum Campaigns per Use Case limits are as follows:
100 for NonProfit and Government Brands200 for Private and Public Profit Brands \*\*For extensive details about A2P 10DLC, deadlines, registration requirements, and more, see
[What is A2P 10DLC?](https://support.salesmate.io/hc/en-us/articles/22579328369689#h_01H9FH57PVEXD1VPJTQ1JW18GJ)
\*\* For fee details, see
[What pricing and fees are associated with the A2P 10DLC service?](https://support.salesmate.io/hc/en-us/articles/22590649559065)
### **Article contents:**
[Standard campaign use cases](https://support.salesmate.io/hc/en-us/articles/22591695054105-List-of-campaign-use-case-types-for-A2P-10DLC-registration#h_01H9MXR45SMN0NX1DP2MZX8SQT)
[Special campaign use cases](https://support.salesmate.io/hc/en-us/articles/22591695054105-List-of-campaign-use-case-types-for-A2P-10DLC-registration#h_01H9MXRCH5KERM9GG7WA2HJBP2)
[Low-Volume Use Cases](https://support.salesmate.io/hc/en-us/articles/22591695054105-List-of-campaign-use-case-types-for-A2P-10DLC-registration#h_01HAKK10MBJD5T5AD4B4PXNH21)
### **Standard Campaign Use Cases** The following table contains the list of standard campaign use cases that will be available within US A2P when registration launches. For details see What is A2P 10DLC?
| Campaign use case(registered on your Messaging Service) | Description |
| ------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| 2FA | Any authentication or account verification such as OTP |
| Account Notifications | Notifications about the status of an account or related to being a part of an account |
| Customer Care | Support, account management, and other avenues of customer interaction |
| Delivery Notifications | Information about the status of a delivery |
| Fraud Alert Messaging | Messaging about potential fraudulent activity such as spending alerts |
| Higher Education | Message campaigns from colleges, universities, and other educational institutions |
| Marketing | Promotional content such as sales and limited-time offers |
| Mixed | A campaign that covers multiple use cases such as Customer Care and Delivery Notifications. Note - mixed campaigns are likely to have lower throughput and a higher cost per message. NOTE: Low-Volume Brands are eligible for the Low-Volume Mixed use case detailed below. |
| Polling and voting | For conducting polling and voting, such as customer surveys. Not for political use. |
| Public Service Announcement | PSAs to raise audience awareness about a given topic |
| Security Alert | Notification of a compromised system (software or hardware related) |
### **Special Campaign Use Cases** There are some use cases that carriers consider "Special," with additional requirements and (in some cases) different fees. These include Charity / 501(c)(3) Nonprofit, Emergency Services, and Political use cases, among others. For complete details and associated fees, see
[Special Use Cases for A2P 10DLC.](https://support.twilio.com/hc/en-us/articles/4402972441243-Special-Use-Cases-for-A2P-10DLC)
### **Low-Volume Use Cases** In addition to the standard "Mixed/Marketing" use case, there is a separate Campaign use case designated as"**Low Volume Mixed**"– this option supports the same multiple use cases, but has a
[lower monthly fee](https://support.salesmate.io/knowledge/articles/22590649559065/en-us?brand_id=1467849)
than a standard Campaign and is fixed at the
[lowest throughput tier](https://support.salesmate.io/knowledge/articles/22586169596441/en-us?brand_id=1467849)
below, regardless of your Trust Score.
# Message throughput (MPS) and Trust Scores for A2P 10DLC in the US
Source: https://support.getskara.ai/built-in-calling-and-text/a2p-10dlc/message-throughput-mps-and-trust-scores-for-a2p-10dlc-in-the-us
Under the new
[A2P 10DLC service](https://support.salesmate.io/hc/en-us/articles/22579328369689#h_01H9FH57PVEXD1VPJTQ1JW18GJ)
for sending messages via 10-digit long code numbers in the United States, there are changes to how message-sending throughput is allocated. A2P 10DLC message throughput in the US will now be determined based on your Brand type, Campaign type (use case), and Trust Score (for Standard Brands). This guide gives an overview of these changes, and how throughput is allocated.T-Mobile will also impose daily message limits on its subscribers. This is separate from message-sending throughput. See
[T-Mobile daily message limits for long code messaging with A2P 10DLC](https://support.twilio.com/hc/en-us/articles/1260804800549-T-Mobile-daily-message-limits-for-long-code-messaging-with-A2P-10DLC)
for details.
### **Topics covered:**
* [Throughput overview](#throughput-overview)
* [What is a Trust Score?](#what-is-a-trust-score)
* [How is throughput (MPS) allocated for A2P 10DLC?](#how-is-throughput-mps-allocated-for-a2p-10dlc)
* [Current status of message throughput in A2P 10DLC](#current-status-of-message-throughput-in-a2p-10dlc)
* [Declared Use Cases: Message Throughput](#declared-use-cases-message-throughput)
* [Mixed / Marketing Use Cases: Message Throughput](#mixed--marketing-use-cases-message-throughput)
* [Sole Proprietor Use Cases: Message Throughput](#sole-proprietor-use-cases-message-throughput)
* [Special Use Cases](#special-use-cases)
### **Throughput overview**
Message sending throughput for SMS is measured in message segments per second (MPS). Each message segment consists of up to 160 [GSM-7 encoded characters](https://www.twilio.com/docs/glossary/what-is-gsm-7-character-encoding), so an SMS with more characters and/or different character encoding can be comprised of multiple segments. In the past, Twilio’s MPS for US long code numbers was set at a standard 1 MPS per number, shared across all mobile carriers. This rate is changing under the new A2P 10DLC service. Going forward, MPS throughput will be determined based on the sender's Brand type, Campaign type (use case), and Trust Score (for Standard Brands).
### \*\*What is a Trust Score?
* \*\*A Trust Score is a score assigned during **Standard Brand** registration with The Campaign Registry (TCR - the 3rd party that administers the US wireless carriers' new registration system). When an A2P Customer Profile registration for US 10DLC messaging is submitted to Twilio, we send this information to TCR for review. Twilio also submits the Brand for "secondary vetting," which assigns a score from 0 to 100 and gives access to higher default throughput and message limits toward US mobile carriers.The Standard Brand registration process uses a reputation algorithm to review specific criteria relating to your company, and then assigns a “Trust Score”. In short, the higher your Trust Score, the higher your messaging throughput (MPS).
* \*\* Note:**Sole Proprietor** and **Low-volume brands** do not go through "secondary vetting", and are not assigned a Trust Score. Throughput is fixed based on their corresponding use case.
* **Trust Scores are static and do not automatically change over time.** T-Mobile will also impose daily message limits toward their subscribers. See [T-Mobile daily message limits for long code messaging with A2P 10DLC](https://support.twilio.com/hc/en-us/articles/1260804800549-T-Mobile-daily-message-limits-for-long-code-messaging-with-A2P-10DLC) for complete details.
* **What if I am not satisfied with my Trust Score? Can I appeal?** Low Trust Scores can result from the following:
Data discrepancies in the information you submitted in your A2P registration, such as a different address than the one associated with your official business registration number (e.g. EIN).A small brand footprint
In general, smaller organizations and those with less business presence will receive lower scores.If you receive a low Trust Score, Salesmate will do our best to offer guidance on possible causes or resolutions for a low score. If this applies to you, please contact Salesmate Support.The appeal is free if you received your score less than 45 days ago. For trust scores received more than 45 days before the appeal request, a secondary vetting fee of \$40 is required.
### \*\*How is throughput (MPS) allocated for A2P 10DLC?
* \*\* A set maximum MPS is granted for each of your registered campaigns (use cases) with Twilio. This MPS is shared across all US/Canada long code numbers allocated to your campaign, and all wireless carriers. Whether you choose to send messages over a single number to a specific carrier or split up messages over a collection of local numbers to multiple carriers, the same MPS limit applies.You will also need to factor in Account Based Rate Limiting, which is an upper MPS limit set at the account level, combined across all senders. For example, if you have an Account Based Rate Limit of 100 MPS, with three A2P 10DLC Campaigns approved on the same account for 75 MPS each, you'll still be limited to 100 MPS combined across all Campaigns. This will not prevent you from sending a combined 225 MPS to the Twilio Messaging API in this scenario, but each message segment that exceeds that 100 per second will be placed in a queue.Specific Use Cases (what carriers call “Declared” Campaigns) may receive higher MPS for the same Trust Score than a “Mixed” or Marketing type Use Case.For a full list of Use Case and Campaign types as defined by carriers, and their respective per-message fees and other considerations, see [List of Campaign Types and Use Case Types for A2P 10DLC registration.](https://support.salesmate.io/knowledge/articles/22591695054105/en-us?brand_id=1467849)\*\*Is MMS throughput also affected?
* \*\* No. As of July 2021, MMS throughput via long code numbers on Twilio remains unchanged and is limited per Twilio parent Account SID. For details about MMS throughput on long codes, see [Twilio Multimedia Messaging (MMS) Account Rate Limits.](https://support.twilio.com/hc/en-us/articles/360034954613-Twilio-Multimedia-Messaging-MMS-Account-Rate-Limits)We expect MMS throughput may also be affected by A2P 10DLC changes in the future, but do not yet have specifics. Twilio will update this article with any changes to MMS throughput when information is available.\*\*Is Toll-Free SMS throughput affected?
* \*\* No. Toll-Free SMS is not affected by the throughput changes described in this article, nor is it subject to the new campaign registration requirements. A US Toll-Free number has a total of 3 MPS toward all US and Canada carriers by default. You can request higher message throughput for a US Toll-Free number by contacting our Sales team.\*\*Is messaging to Canada affected?
* \*\* Messaging to Canada from a Messaging Service registered with a US A2P 10DLC use case will be sent at \*\*9 MPS per Canada mobile carrier.
* \*\* This limit is set to prevent exceeding throughput constraints put in place by Canada carriers.\*\*Is messaging to countries other than the United States affected?
* \*\* No.
### **Current status of message throughput in A2P 10DLC**
The Trust Score you receive (for Standard Brands), and the Campaign type you select, will dictate the throughput of your long code numbers toward AT & T, Verizon, and T-Mobile. Please review the respective table below based on your selected Campaign type for specific MPS information.
### **Declared Use Cases: Message Throughput**
A Declared use case means you have chosen one specific non-marketing use case (examples: 2FA, Account Notifications, etc.). For a full list, see [List of Campaign Types and Use Cases](https://support.salesmate.io/knowledge/articles/22591695054105/en-us?brand_id=1467849).
| Trust Score | Total SMS MPS toward major\* US networks | AT & T SMS MPS | T-Mobile SMS MPS | Verizon SMS MPS |
| --------------------------------------------------------- | ---------------------------------------- | -------------- | ---------------- | --------------- |
| 75 - 100 | 225 | 75 | 75 | 75 |
| 50 - 74 | 120 | 40 | 40 | 40 |
| 1 - 49 | 12 | 4 | 4 | 4 |
| 0 (Low Volume Standard Brand - Skipped Secondary Vetting) | 12 | 4 | 4 | 4 |
\*Your messages toward all minor US carriers (small independent carriers comprising less than 5% of the overall mobile market share) will be based on the MPS rate as you receive toward each major network, with a maximum of 30 MPS.
### **Mixed / Marketing Use Cases: Message Throughput**
Mixed / Marketing use cases can be registered for customers who want to send messages for multiple use cases from the same set of numbers, or for marketing. Different throughput levels are allocated for Mixed / Marketing use cases than for Declared use cases.
Please note, in addition to the "Mixed / Marketing" use case, there is a separate Campaign use case designated as "Low Volume Mixed" – this option has a lower monthly fee than a standard Campaign, but is fixed at the lowest throughput tier below, regardless of your Trust Score.
| Trust Score | Total SMS MPS toward major\* US networks | AT & T SMS MPS | T-Mobile SMS MPS | Verizon SMS MPS |
| --------------------------------------------------------- | ---------------------------------------- | -------------- | ---------------- | --------------- |
| 75 - 100 | 225 | 75 | 75 | 75 |
| 50 - 74 | 120 | 40 | 40 | 40 |
| 1 - 49 | 12 | 4 | 4 | 4 |
| 0 (Low Volume Standard Brand - Skipped Secondary Vetting) | 12 | 4 | 4 | 4 |
| Low Volume Mixed Campaign (regardless of Trust Score) | 3.75 | 1.25 | 1.25 | 1.25 |
\*Your messages toward all minor US carriers (small independent carriers comprising less than 5% of the overall mobile market share) will be based on the MPS rate as you receive toward each major network, with a maximum of 10 MPS.
### **Sole Proprietor Use Cases: Message Throughput**
Sole Proprietor Brands are available for individuals or small businesses without a tax ID sending low-volume messaging. Sole proprietor brands are limited to 1 Campaign, 1 phone number per Campaign, and a throughput limit of 1 MPS. Sole Proprietor Campaigns do not have a Trust Score and have a fixed throughput as well as limits of 1000 msg/day (T-Mobile) and 15 msg/minute (AT & T) per Campaign. If more throughput is desired, the business should be registered as a Standard Brand.
| Total SMS MPS toward major US networks \*\* | AT & T SMS MPS | T-Mobile SMS MPS | Verizon SMS MPS |
| ------------------------------------------- | -------------- | ---------------- | --------------- |
| 2.25 | 0.25 | 1 per number | 1 per number |
\*Your messages toward all minor US carriers (small independent carriers comprising less than 5% of the overall mobile market share) will be 1 MPS.
* \*\* A Sole Prop Campaign can contain up to 1 Twilio US/Canada long code number. All numbers will share 0.25 MPS toward AT & T, but each number will get 1 MPS toward T-Mobile and 1 MPS toward Verizon. This adds up to a maximum of 2.25 MPS toward the major US networks.
### **Special Use Cases**
Special use cases are a distinct category that encompasses specific campaign types. In some cases, these will require special review by carriers. For details, see [Special Use Cases for A2P 10DLC](https://support.twilio.com/hc/en-us/articles/4402972441243-Special-Use-Cases-for-A2P-10DLC).
Please note that Trust Score will not impact messages per second (MPS) throughput for Special use cases.
| Use Case | Total SMS MPS toward major US networks | AT & T SMS MPS | T-Mobile SMS MPS | Verizon SMS MPS |
| --------------------------------- | -------------------------------------- | -------------- | ---------------- | --------------- |
| Proxy (formerly Conversational) | 3 per number | 1 per number | 1 per number | 1 per number |
| Charity / 501(c)(3) Nonprofit | 120 | 40 | 40 | 40 |
| K-12 Education | 36 per number | 12 per number | 12 per number | 12 per number |
| Social Engagement | 3,000 | 1,000 | 1,000 | 1,000 |
| Political | 225 | 75 | 75 | 75 |
| Emergency Services | 225 | 75 | 75 | 75 |
| Agents, Franchise, local branches | 3 per number | 1 per number | 1 per number | 1 per number |
\*Your messages toward all minor US carriers (small independent carriers comprising less than 5% of the overall mobile market share) will be based on the MPS rate as you receive toward each major network, with a maximum of 10 MPS.
# Special Use Cases for A2P 10DLC
Source: https://support.getskara.ai/built-in-calling-and-text/a2p-10dlc/special-use-cases-for-a2p-10dlc
* *Special Use Cases*\* are a classification of [10DLC message campaigns](https://support.salesmate.io/knowledge/editor/01H9N2ANXEZ2FVGVTMB2RGXPPN/en-us?brand_id=1467849) that may qualify for increased messaging throughput and/or reduced carrier fees compared to standard use cases. A subset of special use cases are sensitive or critical in nature and require additional approval processes.
### **Topics covered:**
* [List of Special Use Cases](#list-of-special-use-cases)
* [Messaging Throughput for Special Use Cases](#messaging-throughput-for-special-use-cases)
* [Pricing for Special Use Cases](#messaging-throughput-for-special-use-cases)
* [Eligibility and Approval Process](#eligibility-and-approval-process)
* [General Special Use Case FAQs](#general-special-use-case-faqs)
* [Charity / 501(c)(3) Nonprofit Use Case FAQs](#charity-501c3-nonprofit-use-case-faqs)
* [Political Use Case FAQs](#political-use-case-faqs)
* [Emergency Use Case FAQs](#emergency-use-case-faqs)
* [K-12 Special Use Case FAQs](#pricing-for-special-use-cases-note-at-t-and-t-mobile-will-charge-additional-feeshttpssupportsalesmateioknowledgearticles22590649559065en-usbrand_id1467849-for-messaging-traffic-that-is-not-registered-for-a2p-10dlc-beginning-on-march-1-2022-special-use-cases-may-have-different-associated-fees-with-10dlc-messaging-than-standard-use-cases-some-customers-who-successfully-register-for-the-k-12-education-and-emergency-special-use-cases-may-be-eligible-for-per-message-fee-waivers-on-the-t-mobile-network-for-more-information-and-how-to-apply-please-see-this-articlehttpssupporttwiliocomhcen-usarticles4403550579739-t-mobile-special-business-review-for-a2p-10dlc)
* [Post-Approval Special Use Case FAQs](#post-approval-special-use-case-faqs)
### List of Special Use Cases
The following represents the latest published list of Special Use Cases agreed to by AT & T and T-Mobile:
| Use Case | Description | Examples | Currently Available for Registration? |
| --------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ------------------------------------- |
| Agents; franchise; local branches | Brands that have multiple agents, franchises or offices in the same brand vertical, but require individual localized numbers per agent/location/office. Note: Franchises/businesses with a separate EIN should register as a separate brand. Maximum 5000 numbers per Campaign. | A real estate company operates offices at multiple locations with multiple real estate agents. Each real estate agent has their own number and manages their own text communication. | Yes |
| Charity / 501(c)(3) Nonprofit | Communications from a registered Charity / 501(c)(3) Nonprofit aimed at providing help and raising money for those in need. Limited to 501(c)(3) nonprofits. | A food bank registered as a 501(c)(3) sending out appointment reminders to program beneficiaires. | Yes |
| K-12 Education | For messaging platforms that support schools from grades K-12 and distance learning centers. | A messaging platform for schools. | Yes |
| Proxy | Peer-to-peer app-based group messaging with proxy/pooled numbers. Supporting personalized services and non-exposure of personal numbers for enterprise or A2P communications. A phone number is assigned to a conversation (e.g. end-user/agent pair), rather than to a single business or individual. Both parties to the conversation send text messages to that number, which acts as a relay and protects the privacy of both users' personal numbers. | A ride sharing service that offers anonymized messaging communications between drivers and passengers. | Yes |
| Emergency | Notification services designed to support public safety/health during natural disasters, armed conflicts, pandemics, and other national or regional emergencies. | A government agency sending out critical alerts to residents during a wildfire. | Yes |
| Political | Part of an organized effort to influence decision making of a specific group. | A political organization sending text messages encouraging voters to vote for a specific candidate in a federal election. | Yes |
| Social | Communication between public figures/influencers and their communities. | A YouTube influencer or celebrity sharing informational updates with their followers. | Yes |
| Sweepstakes | All sweepstakes-related messaging | A car brand notifies interested visitors at a showroom about a car giveaway. | Yes |
### Messaging Throughput for Special Use Cases
Special use cases may have different messaging throughput when compared with standard use cases. The table below summarizes throughput for special use cases, with not-yet-finalized components marked as “TBD”:
| Use Case | AT & T MPS | T-Mobile Daily Caps | |
| --------------------------------- | ------------- | --------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Agents; franchise; local branches | 1 per number | 2k-200k Depends on brand Trust Score | |
| Charity / 501(c)(3) Nonprofit | 40 | | |
| K-12 Education | 12 per number | | |
| Proxy | 1 per number | | |
| Emergency | 75 | | |
| Social | 1000 | | |
| Political | 75 | With CV token: Unlimited Without CV token: 2k-200k (Depends on Brand Trust Score) | |
| Sweepstakes | TBD | TBD | **Note:** Verified Government entities will receive unlimited daily message caps on the T-Mobile network and 75 MPS on AT & T, regardless of which use case is selected. Standard Salesmate platform messaging rate limits still apply. |
### Pricing for Special Use Cases \*\*Note: AT & T and T-Mobile will charge
[additional fees](#pricing-for-special-use-cases-note-at-t-and-t-mobile-will-charge-additional-feeshttpssupportsalesmateioknowledgearticles22590649559065en-usbrand_id1467849-for-messaging-traffic-that-is-not-registered-for-a2p-10dlc-beginning-on-march-1-2022-special-use-cases-may-have-different-associated-fees-with-10dlc-messaging-than-standard-use-cases-some-customers-who-successfully-register-for-the-k-12-education-and-emergency-special-use-cases-may-be-eligible-for-per-message-fee-waivers-on-the-t-mobile-network-for-more-information-and-how-to-apply-please-see-this-articlehttpssupporttwiliocomhcen-usarticles4403550579739-t-mobile-special-business-review-for-a2p-10dlc)
for messaging traffic that is not registered for A2P 10DLC beginning on March 1, 2022.\*\* Special use cases may have different associated fees with 10DLC messaging than standard use cases. Some customers who successfully register for the K-12 Education and Emergency special use cases may be eligible for per-message fee waivers on the T-Mobile network. For more information and how to apply, please see
[this article.](#pricing-for-special-use-cases-note-at-t-and-t-mobile-will-charge-additional-feeshttpssupportsalesmateioknowledgearticles22590649559065en-usbrand_id1467849-for-messaging-traffic-that-is-not-registered-for-a2p-10dlc-beginning-on-march-1-2022-special-use-cases-may-have-different-associated-fees-with-10dlc-messaging-than-standard-use-cases-some-customers-who-successfully-register-for-the-k-12-education-and-emergency-special-use-cases-may-be-eligible-for-per-message-fee-waivers-on-the-t-mobile-network-for-more-information-and-how-to-apply-please-see-this-articlehttpssupporttwiliocomhcen-usarticles4403550579739-t-mobile-special-business-review-for-a2p-10dlc)
| Use Case | Campaign Registration Fees\* | AT & T SMS Carrier Fees (Outbound) | AT & T MMS Carrier Fees (Outbound) | T-Mobile SMS Carrier Fees (Inbound or Outbound) | T-Mobile MMS Carrier Fees (Inbound or Outbound) |
| --------------------------------- | ---------------------------- | ---------------------------------- | ---------------------------------- | ----------------------------------------------- | ----------------------------------------------- |
| Agents; franchise; local branches | \$30/month\* | \$0.0030 | \$0.0035 | \$0.0030 | \$0.0100 |
| Charity / 501(c)(3) Nonprofit | \$3/month\* | \$0.0000 | \$0.0000 | \$0.0000 | \$0.0000 |
| K-12 Education | \$10/month\* | \$0.0000 | \$0.0000 | \$0.0030 \*\* | \$0.0100 \*\* |
| Proxy | \$10/month\* | \$0.0020 | \$0.0035 | \$0.0030 | \$0.0100 |
| Emergency | \$5/month\* | \$0.0000 | \$0.0000 | \$0.0030 \*\* | \$0.0100 \*\* |
| Political | \$10/month\* | \$0.0020 | \$0.0035 | \$0.0030 | \$0.0100 |
| Social | \$10/month\* | TBD | TBD | \$0.0030 | \$0.0100 |
| Sweepstakes | \$10/month\* | \$0.0020 | \$0.0035 | \$0.0030 | \$0.0100 |
\*\* Qualifying campaigns are eligible for a fee waiver with a special pricing review from T-Mobile. For more details on qualifications and how to apply, please see our guide on [T-Mobile Special Business Reviews](#pricing-for-special-use-cases-note-at-t-and-t-mobile-will-charge-additional-feeshttpssupportsalesmateioknowledgearticles22590649559065en-usbrand_id1467849-for-messaging-traffic-that-is-not-registered-for-a2p-10dlc-beginning-on-march-1-2022-special-use-cases-may-have-different-associated-fees-with-10dlc-messaging-than-standard-use-cases-some-customers-who-successfully-register-for-the-k-12-education-and-emergency-special-use-cases-may-be-eligible-for-per-message-fee-waivers-on-the-t-mobile-network-for-more-information-and-how-to-apply-please-see-this-articlehttpssupporttwiliocomhcen-usarticles4403550579739-t-mobile-special-business-review-for-a2p-10dlc).
### T-Mobile Message Fee Waivers for Special Use Cases
There are three special use case campaign types that are eligible for T-Mobile per-message fee waivers (SMS & MMS): Charity / 501(c)(3), K-12 Education, and Emergency.Fee waivers are either applied automatically or require a Special Business Review from T-Mobile:
Automatic Fee Waivers **Charity / 501(c)(3):** Fees waived automatically for all registered campaigns from brands verified as a 501(c)(3) nonprofit. For more details on how 501(c)(3) status is verified and how fee waivers are applied, please see the Charity / 501(c)(3) FAQ.Requires Special Business Review- **K-12 Education:** Campaign messages must either be sent directly by a K-12 educational institution, or provided as part of a free service offering for use by members of a K-12 educational institution. Standard T-Mobile rates will apply for Campaign messages that are part of a premium paid service offering for use by members.
* **Emergency:** Campaign messages must be designed to support public safety/health during natural disasters, armed conflicts, pandemics, and other national or regional emergencies.
For more information on how to apply for fee waivers for K-12 Education and Emergency campaigns, please see our guide on
[T-Mobile Special Business Reviews](#pricing-for-special-use-cases-note-at-t-and-t-mobile-will-charge-additional-feeshttpssupportsalesmateioknowledgearticles22590649559065en-usbrand_id1467849-for-messaging-traffic-that-is-not-registered-for-a2p-10dlc-beginning-on-march-1-2022-special-use-cases-may-have-different-associated-fees-with-10dlc-messaging-than-standard-use-cases-some-customers-who-successfully-register-for-the-k-12-education-and-emergency-special-use-cases-may-be-eligible-for-per-message-fee-waivers-on-the-t-mobile-network-for-more-information-and-how-to-apply-please-see-this-articlehttpssupporttwiliocomhcen-usarticles4403550579739-t-mobile-special-business-review-for-a2p-10dlc)
### Eligibility and Approval Process
Most special use cases will either require additional vetting of your organization through an external partner or approval for the use case on a carrier-by-carrier basis. Relatedly, certain special use cases will only be available to certain types of organizations.The table below summarizes the eligibility and approval process for 10DLC special use cases.
| Use Case | Limited to certain entity types? | Minimum Brand Score | Additional Vetting Required? | Carrier Post-Approval Required? |
| --------------------------------- | ----------------------------------------------- | ------------------- | -------------------------------------------------------------------------------------------------- | ------------------------------- |
| Agents; franchise; local branches | No | 25 | No | Yes |
| Charity / 501(c)(3) Nonprofit | 501(c)(3) Nonprofits | No Minimum | Yes | No |
| K-12 Education | No | No Minimum | No | Yes |
| Proxy | No | 25 | No | Yes |
| Emergency | No | 25 | No | Yes |
| Political | 527, 501(c)(4), 501(c)(5), 501(c)(6) Nonprofits | No Minimum | Yes527: Campaign Verify token required501(c)(4), (c)(5), (c)(6): No Campaign Verify token required | No |
| Social | No | No Minimum | Yes | Yes |
| Sweepstakes | No | 50 | Yes | Yes |
### **Additional Vetting** Additional vetting is required to gain access to certain 10DLC special use cases as requested by MNOs. For instance, 501(c)(3)s will be vetted by an external partner to gain access to the Charity / 501(c)(3) Nonprofit special use case. Vetting will occur automatically at the time of brand registration during 10DLC onboarding, and **will not require additional actions from you** as a customer to trigger vetting.
### **Additional Carrier Approvals** Carrier-specific approval is required to register some 10DLC special use case campaigns. See [Post-Approval Special Use Case FAQs](#post-approval-special-use-case-faqs) below for details.
### General Special Use Case FAQs
What if I need more than 200,000 messages per day on T-Mobile for my special use case campaign?
All messaging campaigns requiring >200,000 daily messages on the T-Mobile network will need to go through a Special Business Review (SBR) process. For more details on this process see
[T-Mobile Special Business Review for A2P 10DLC.](#pricing-for-special-use-cases-note-at-t-and-t-mobile-will-charge-additional-feeshttpssupportsalesmateioknowledgearticles22590649559065en-usbrand_id1467849-for-messaging-traffic-that-is-not-registered-for-a2p-10dlc-beginning-on-march-1-2022-special-use-cases-may-have-different-associated-fees-with-10dlc-messaging-than-standard-use-cases-some-customers-who-successfully-register-for-the-k-12-education-and-emergency-special-use-cases-may-be-eligible-for-per-message-fee-waivers-on-the-t-mobile-network-for-more-information-and-how-to-apply-please-see-this-articlehttpssupporttwiliocomhcen-usarticles4403550579739-t-mobile-special-business-review-for-a2p-10dlc)
### Charity / 501(c)(3) Nonprofit Use Case FAQs
Please see also:
[Nonprofit and Government Guide to A2P 10DLC Text Messaging](#pricing-for-special-use-cases-note-at-t-and-t-mobile-will-charge-additional-feeshttpssupportsalesmateioknowledgearticles22590649559065en-usbrand_id1467849-for-messaging-traffic-that-is-not-registered-for-a2p-10dlc-beginning-on-march-1-2022-special-use-cases-may-have-different-associated-fees-with-10dlc-messaging-than-standard-use-cases-some-customers-who-successfully-register-for-the-k-12-education-and-emergency-special-use-cases-may-be-eligible-for-per-message-fee-waivers-on-the-t-mobile-network-for-more-information-and-how-to-apply-please-see-this-articlehttpssupporttwiliocomhcen-usarticles4403550579739-t-mobile-special-business-review-for-a2p-10dlc)
### \*\*What kinds of organizations will be eligible for the Charity / 501(c)(3) Nonprofit use case?
* \*\* Only nonprofits with the 501(c)(3) status are eligible for the Charity / 501(c)(3) Nonprofit special use case. Nonprofits with other designations (e.g. 501(c)(4), 501(c)(5), 527) are not eligible to register messaging campaigns under the Charity / 501(c)(3) Nonprofit use case. These organizations should either use the standard 10DLC use cases, or the Political use case (501(c)(4)s and 527s sending political messages).
### \*\*What are the benefits of registering a messaging campaign as a Charity / 501(c)(3) Nonprofit?
* \*\* The Charity / 501(c)(3) Nonprofit special use case is eligible for reduced/waived carrier fees associated with long code messaging for qualifying organizations. See the pricing table above for details.
### \*\*How do T-Mobile carrier fee waivers work for Charity / 501(c)(3) use cases?
* \*\* As of February 1, 2022, all verified 501(c)(3) organizations that register their Brand as a Nonprofit and messaging campaign as a 501(c)(3) / Charity campaign type will receive waivers for messages sent over T-Mobile’s network. In contrast to earlier T-Mobile policies, fee waivers are no longer limited to fundraising use cases, and organizations are no longer required to submit a special business review request in order to receive these benefits.After registering your Nonprofit brand and 501(c)(3) / Charity campaign, you will automatically receive your applicable fee waiver for **outbound** messages sent over T-Mobile’s network. For **inbound** messages sent over T-Mobile, you will continue to see carrier fees reflected in your account when you receive messages, and Twilio will credit these carrier fees back to your account at month's end.For more details on how 501(c)(3) status is verified during brand registration, see the question below.
### \*\*How will my status as a 501(c)(3) be verified?
* \*\* At the time of brand registration during 10DLC onboarding, your organization will be automatically vetted in the background to check if the brand info provided matches a registered 501(c)(3) organization in IRS tax-exempt records. A successful vetting is dependent on accurate information being provided about your organization during brand creation. If successful, this will expose Charity / 501(c)(3) Nonprofit as an eligible use case when registering your A2P 10DLC messaging campaign, and a tax-exempt status attribute will be applied to your brand information.To check if your brand was successfully verified as a 501(c)(3), you can:**See if your list of available campaign types for registration includes Charity / 501(c)(3)**. This campaign type is only exposed for verified 501(c)(3) nonprofit brands.
* \*\*Check that the tax\_exempt\_status attribute of your A2P Brand is set to "501c3"\*\*using this [API endpoint](#how-can-i-get-access-to-waived-t-mobile-carrier-fees-for-emergency-use-cases).
### \*\*Are religious, healthcare, and educational organizations eligible for the Charity / 501(c)(3) Nonprofit use case even if they are not traditionally thought of as “charities”?
* \*\*Any organization registered as 501(c)(3) is eligible for the Charity / 501(c)(3) Nonprofit use case. Organizations that are not registered as 501c3 organizations are not eligible for the Charity / 501(c)(3) Nonprofit use case.
### \*\*If I’m a 501(c)(3), can I register using standard use cases?
* \*\*No, vetted 501(c)(3)s will **only** qualify for the Charity / 501(c)(3) Nonprofit and Emergency special use cases. Unless your use case meets the definition of the Emergency use case, you should register your campaigns using the Charity / 501(c)(3) Nonprofit use case. This is meant to be a simplifying assumption so 501(c)(3)s can receive the pricing benefits associated with the Charity / 501(c)(3) Nonprofit special use case.
### Political Use Case FAQs
Please see also:
[Nonprofit and Government Guide to A2P 10DLC Text Messaging](#pricing-for-special-use-cases-note-at-t-and-t-mobile-will-charge-additional-feeshttpssupportsalesmateioknowledgearticles22590649559065en-usbrand_id1467849-for-messaging-traffic-that-is-not-registered-for-a2p-10dlc-beginning-on-march-1-2022-special-use-cases-may-have-different-associated-fees-with-10dlc-messaging-than-standard-use-cases-some-customers-who-successfully-register-for-the-k-12-education-and-emergency-special-use-cases-may-be-eligible-for-per-message-fee-waivers-on-the-t-mobile-network-for-more-information-and-how-to-apply-please-see-this-articlehttpssupporttwiliocomhcen-usarticles4403550579739-t-mobile-special-business-review-for-a2p-10dlc)
### \*\*What kinds of organizations are eligible for the Political use case?
* \*\*527 Political organizations, 501(c)(4), 501(c)(5), and 501(c)(6) nonprofits are eligible for the Political special use case. This campaign type is not available to other entity types.
### \*\*What is Campaign Verify?
* \*\*[Campaign Verify](#how-can-i-get-access-to-waived-t-mobile-carrier-fees-for-emergency-use-cases) is a non-partisan, non-profit service for 527 organizations such as US political campaigns, parties, and PACs to verify their identity. Campaign Verify has been selected as an approved external vetting partner for the Political special use case. Its purpose is to validate that the sender is verified to be an actual politician or registered political candidate.
### \*\*Who needs to use Campaign Verify?
* \*\*All 527 organizations sending long code messages for federal, state, and local political campaigns are required to obtain a Campaign Verify token and provide it during campaign use case registration on Twilio. This will unlock approval for the Political use case with higher messaging capacity (unlimited daily messages to T-Mobile).501(c)(4), 501(c)(5), 501(c)(6) nonprofits sending political/advocacy messages can register their use case as Political and benefit from higher throughput. 501(c)(4), 501(c)(5), 501(c)(6)s do not use Campaign Verify, and will not need to provide a Campaign Verify token during registration.
All registrants of the Political use case, regardless of whether a Campaign Verify token is provided will receive 75 MPS on AT & T.
### \*\*I'm a 527 organization – how do I register?
* \*\*527s should register their A2P brand on Twilio with the "Nonprofit" entity type. Campaign Verify (CV) tokens will only be accepted for brands with this entity type.
Unlike 501(c) entities, 527 status will not be automatically detected and applied upon brand registration. Importing your Campaign Verify proves your 527 status and activates the special A2P benefits for your entity type. 527 organizations will not be able to complete Campaign use case registraiton until they import a Campaign Verify token.A Campaign Verify token can only be imported one time for a single A2P brand, for security purposes. If a 527 is a customer of multiple text messaging providers that will each create an A2P brand on their behalf, a unique CV token will need to be generated and provided to each vendor.
### \*\*What fees are associated with Campaign Verify?
* \*\*There is a one-time fee from Campaign Verify per entity verification per two-year election cycle. Verification is \$95 for all committee types.
### \*\*How long does it take to get a token from Campaign Verify?
* \*\*According to Campaign Verify, their verification process can take anywhere between 1-7 business days. Customers with questions about Campaign Verify registration should check out their
* [FAQ](#general-special-use-case-faqs)
or email
[support@campaignverify.org](#pricing-for-special-use-cases-note-at-t-and-t-mobile-will-charge-additional-feeshttpssupportsalesmateioknowledgearticles22590649559065en-usbrand_id1467849-for-messaging-traffic-that-is-not-registered-for-a2p-10dlc-beginning-on-march-1-2022-special-use-cases-may-have-different-associated-fees-with-10dlc-messaging-than-standard-use-cases-some-customers-who-successfully-register-for-the-k-12-education-and-emergency-special-use-cases-may-be-eligible-for-per-message-fee-waivers-on-the-t-mobile-network-for-more-information-and-how-to-apply-please-see-this-articlehttpssupporttwiliocomhcen-usarticles4403550579739-t-mobile-special-business-review-for-a2p-10dlc)
.
### \*\*Do Campaign Verify tokens expire? How can I update my token?
* \*\*Campaign Verify tokens do expire and will need to be periodically updated. Active Political use case campaigns will be deactivated upon Campaign Verify token expiration. CV verifications submitted prior to November 15, 2022 will be valid until January 31, 2023.**Effective January 31, 2023**, all existing Campaign Verify Tokens for political verification requests that were obtained prior to November 15, 2022 will no longer be valid. 527 organizations need to apply for new Campaign Verify tokens for the next election cycle and import them to their existing Brand as a replacement. Campaign Verify opened up a new cycle for political verification requests on November 15, 2022. Tokens for verification requests submitted to Campaign Verify on November 15, 2022 and later will be valid until January 31, 2025.Updating a Campaign Verify token after A2P brand registration will initially only be available via Twilio’s A2P APIs. Support for updating Campaign Verify tokens in the Console will be made available in the future.
\| ### \*\*What does a Campaign Verify token look like?
* \*\*A full CV token is comprised of 6 pipe ( | ) delimited fields For example: cv | 1.0 | tcr | 10dlc | 9957c339-d46f-49b7-a399-2e6d5ebac66d | GQ3NMEjED8xSlaAgRXAXXBUNBT2AgL-LdQuPveFhEyy |
### Emergency Use Case FAQs
### What kinds of organizations are eligible for the Emergency use case?**All entity types** are eligible to register for the Emergency use case. Each messaging campaign will need to match the carriers’ specific definition of Emergency as “Notification services designed to support public safety/health during natural disasters, armed conflicts, pandemics, and other national or regional emergencies.” Every attempt to register a campaign with the Emergency special use case will need to go through an additional approval process on a carrier-by-carrier basis.
### \*\*What is the benefit of registering with the Emergency special use case?
* \*\*The Emergency special use case includes increased throughput as well as reduced/waived carrier fees. See above tables for pricing and throughput for details.
### How can I get access to waived T-Mobile carrier fees for Emergency Use Cases?
See [this support article](#pricing-for-special-use-cases-note-at-t-and-t-mobile-will-charge-additional-feeshttpssupportsalesmateioknowledgearticles22590649559065en-usbrand_id1467849-for-messaging-traffic-that-is-not-registered-for-a2p-10dlc-beginning-on-march-1-2022-special-use-cases-may-have-different-associated-fees-with-10dlc-messaging-than-standard-use-cases-some-customers-who-successfully-register-for-the-k-12-education-and-emergency-special-use-cases-may-be-eligible-for-per-message-fee-waivers-on-the-t-mobile-network-for-more-information-and-how-to-apply-please-see-this-articlehttpssupporttwiliocomhcen-usarticles4403550579739-t-mobile-special-business-review-for-a2p-10dlc) on Message Fee Relief for Emergency and K-12 Special Use Cases.
### K-12 Education Special Use Case FAQs
### If I serve multiple schools, do I need a separate Campaign for each school? How do I split up my traffic?
ISV customers registering for K-12 Education are **not** required to create separate secondary brands for each K-12 school. Instead, a single K-12 Education Campaign under the ISV's own Brand can house phone numbers belonging to multiple schools.
However, if you serve some of your messaging traffic at no cost to your client school(s), you should register all your free traffic as a separate K-12 Education Campaign from your paid client traffic. Registering your free traffic separately from paid traffic will help ensure that you have the option to take advantage of the T-Mobile carrier fee waiver for K-12 use cases (see [this article](#pricing-for-special-use-cases-note-at-t-and-t-mobile-will-charge-additional-feeshttpssupportsalesmateioknowledgearticles22590649559065en-usbrand_id1467849-for-messaging-traffic-that-is-not-registered-for-a2p-10dlc-beginning-on-march-1-2022-special-use-cases-may-have-different-associated-fees-with-10dlc-messaging-than-standard-use-cases-some-customers-who-successfully-register-for-the-k-12-education-and-emergency-special-use-cases-may-be-eligible-for-per-message-fee-waivers-on-the-t-mobile-network-for-more-information-and-how-to-apply-please-see-this-articlehttpssupporttwiliocomhcen-usarticles4403550579739-t-mobile-special-business-review-for-a2p-10dlc) for details).
### \*\*K-12 is listed as requiring carrier post-approval, what does that mean?
* \*\*Please see the [Post-Approval FAQs](#what-kinds-of-organizations-are-eligible-for-the-emergency-use-caseall-entity-types-are-eligible-to-register-for-the-emergency-use-case-each-messaging-campaign-will-need-to-match-the-carriers-specific-definition-of-emergency-as-notification-services-designed-to-support-public-safetyhealth-during-natural-disasters-armed-conflicts-pandemics-and-other-national-or-regional-emergencies-every-attempt-to-register-a-campaign-with-the-emergency-special-use-case-will-need-to-go-through-an-additional-approval-process-on-a-carrier-by-carrier-basis) below for a full explanation of what this entails.
### \*\*How can I get access to waived T-Mobile carrier fees for K-12 Special Use Cases?
* \*\*See [this support article](#pricing-for-special-use-cases-note-at-t-and-t-mobile-will-charge-additional-feeshttpssupportsalesmateioknowledgearticles22590649559065en-usbrand_id1467849-for-messaging-traffic-that-is-not-registered-for-a2p-10dlc-beginning-on-march-1-2022-special-use-cases-may-have-different-associated-fees-with-10dlc-messaging-than-standard-use-cases-some-customers-who-successfully-register-for-the-k-12-education-and-emergency-special-use-cases-may-be-eligible-for-per-message-fee-waivers-on-the-t-mobile-network-for-more-information-and-how-to-apply-please-see-this-articlehttpssupporttwiliocomhcen-usarticles4403550579739-t-mobile-special-business-review-for-a2p-10dlc) on Message Fee Relief for Emergency and K-12 Special Use Cases.
### Agents, Franchises, and Local Branches FAQs
### Is there a limit to the number of phone numbers I can have in my Campaign?
Yes, there is a maximum of 5,000 numbers in a single Agents, Franchises, and Local Branches Campaign.If you require more than 5,000 numbers due to having more than 5,000 agents or business locations, you will need to register one or more additional Campaigns of this type.
### Post-Approval Special Use Case FAQs
### \*\*Which Special Use Cases require Post-Approval?
* \*\*The following Special Use Cases are classified as "post-approval" special use cases because they require additional carrier approvals immediately following registration:
Proxy (formerly Conversational)EmergencyK-12 EducationSocialAgents, Franchises, and Local BranchesSweepstakes
This means the carriers have elected to review all attempted registrations for this use case before allowing access to associated pricing and/or throughput benefits for the special use case. These campaign registrations can either be approved or rejected by the carrier ecosystem. Once approved, all SMS sent/received from the phone numbers in the Twilio Messaging Service you used to register the campaign will be routed as registered A2P messaging traffic. If rejected, you will not be able to send or receive A2P-registered SMS from the phone numbers in the Twilio Messaging Service until you re-register your campaign with an “automatic approval” use case.
### \*\*What can I do to increase the likelihood that I am approved by the carriers for a post-approval use case?
* \*\*Carefully review the use case definition and eligibility criteria from the [special use case support article](#pricing-for-special-use-cases-note-at-t-and-t-mobile-will-charge-additional-feeshttpssupportsalesmateioknowledgearticles22590649559065en-usbrand_id1467849-for-messaging-traffic-that-is-not-registered-for-a2p-10dlc-beginning-on-march-1-2022-special-use-cases-may-have-different-associated-fees-with-10dlc-messaging-than-standard-use-cases-some-customers-who-successfully-register-for-the-k-12-education-and-emergency-special-use-cases-may-be-eligible-for-per-message-fee-waivers-on-the-t-mobile-network-for-more-information-and-how-to-apply-please-see-this-articlehttpssupporttwiliocomhcen-usarticles4403550579739-t-mobile-special-business-review-for-a2p-10dlc). Make sure that the messages that you will be sending adheres to the carrier-defined criteria — and reflect this in the campaign description and sample messages provided during campaign registration.
### \*\*How long does it take for carriers to review a post-approval use case?
* \*\*There is currently no SLA from the carrier ecosystem on how long carrier reviews will take. A Twilio representative will notify you of their decision by email.
### \*\*If I’m currently sending unregistered messages from the phone numbers I associate with a post-approval campaign, will my messaging be disrupted while carriers review it?
* \*\*No. Twilio will not attempt to move the messaging traffic from unregistered “gray” routes to registered A2P routes until the point that the carriers approve the campaign. This means that messages will continue to be delivered as-normal on unregistered routes during the review period (in accordance with enforced throughput and pricing rules of unregistered messaging routes). In addition, the traffic will remain on unregistered routes if the carriers reject the campaign.
### \*\*Who decides which campaigns are approved or rejected?
* \*\*The decision to approve or reject a brand for a post-approval campaign sits entirely with the carriers — Twilio does not play a role in making these decisions. Twilio will notify you via email of the carriers’ decisions.
### \*\*Why was my post-approval campaign rejected?
* \*\*If rejected, this means that one or more carriers determined that based on the information provided during registration, the carriers determined that your use case did not meet the required criteria. At this time, Twilio does not have any additional information to provide as to the specific reasoning behind the rejection. One possible reason for the campaign rejection is carriers want you to use a different use case. For example, some campaigns registered as “Proxy” (f/k/a “Conversational”) should’ve been registered as “Customer Care” as per carriers.
### \*\*What should I do if I registered a post-approval campaign that was rejected?
* \*\*To begin sending A2P-registered traffic, please re-register your campaign with an “automatic approval” use case. Automatic approval use cases do not require additional carrier review and enable you to register your traffic immediately. Instructions for how to re-register a rejected campaign will be included in the email notification sent by the Twilio team.
### **How to register a Post-Approval Campaign** Campaign use case types that require post-approval are marked as such in the Console during the **Register Campaign Use Cases** step of the 10DLC registration process. They are categorized as Requires Carrier Review when selecting a use case from the **Available A2P Campaign Use Cases dropdown**. ISVs will also be able to see which use cases require post-approval in the ISV API — specifically from the [Fetch possible A2P campaign use cases](https://www.twilio.com/docs/sms/a2p-10dlc/onboarding-isv-api#51-fetch-possible-a2p-campaign-use-cases) endpoint. A new attribute called post\_approval\_required will be returned. If true, this means that the use case requires additional carrier review.
### **Monitoring the Status of a Post-Approval Campaign** After registering a campaign requiring post-approval, your campaign will be updated with a status of **In Progress** while the carriers review it.
* \*\*Please note:\*\*While the campaign is \*\*In Progress,\*\*Twilio might reach out on behalf of carriers for any clarifying questions that arise. These details may determine whether a campaign is approved/rejected, so customers should be on the lookout for emails anytime their campaigns are under review. Your traffic will not be moved to registered A2P routes until approved by carriers. If you are already sending messages using the associated Messaging Service on unregistered SMS routes, this will continue to function as normal in this state.
# Toll-Free Number Registration for Salesmate (US/Canada)
Source: https://support.getskara.ai/built-in-calling-and-text/a2p-10dlc/toll-free-number-registration-for-salesmate-uscanada
* *Twilio Will Block Messages from Restricted Toll-free Numbers: Effective November 8, 2023*\* The Toll-Free Messaging Verification process allows Salesmate customers to send more important business messages, and make sure your customers see them. Our users who adhere to their stated use case and all applicable rules (including Salesmate's Messaging policy) should see greatly reduced message filtering on Toll-Free traffic towards all major networks in the US and Canada. To help aid customers in the Toll-Free registration process, we have created this comprehensive overview.
### - **The following topics are covered in this guide:**
[Who needs to verify?](#who-needs-to-verify)
[Verification process](#verification-processing)
[Verification Status](https://support.salesmate.io/hc/en-us/articles/22751204870425#h_01H9SWY97GDJNAWSMGBBZNFMK3)
[Frequently Asked Questions (FAQs)](https://support.salesmate.io/hc/en-us/articles/22751204870425#h_01GTCP1SYGERERDMX10SZ8S25D)
[What happens if I don't complete Verification?](https://support.salesmate.io/hc/en-us/articles/22751204870425#h_01GTCP1ZVAMDMY4Y7YB75YF7WR)
[What can I do if my Verification request is rejected?](https://support.salesmate.io/hc/en-us/articles/22751204870425#h_01GTCPJWAE5P779K8H84FRX4KM)
[How can I check if my Toll-Free Number exceeds the new sending limits?](https://support.salesmate.io/hc/en-us/articles/22751204870425#h_01GTCP4WJ3TTH83EE0REZBCVQD)
[What are the new Industry-wide thresholds for sending traffic over unverified Toll-Free numbers?](https://support.salesmate.io/hc/en-us/articles/22751204870425#h_01GTCP8QXG1RM71YZY1NE6NFV2)
[How can I get higher-throughput Toll-Free Messaging?](https://support.salesmate.io/hc/en-us/articles/22751204870425#h_01GTCPK333EVJ2RGG1C5ZD4DVD)
[Do I need to go through the verification process again for toll-free numbers that I'm porting to Salesmate?](https://support.salesmate.io/hc/en-us/articles/22751204870425#h_01H0TRETESFHAWBVJ203NZF9TH)
### Who needs to verify?
Toll-free verification is currently required in the US and Canada for best delivery. Users who don't verify risk being blocked (Canada), or increasing filtering and daily limits on sending traffic (US). For more information, see What happens if I don't complete Verification.
**Note:** As of April 1, 2023, a daily limit of 500 message segments / 1,000 weekly / 2,000 monthly are applied to traffic sent over restricted (previously “Unverified”) Toll-Free phone numbers in the US.Submitting your completed verification form to the carrier places the Toll-Free number(s) in a Pending Verification status, which allows for higher volume limits (2,000 daily / 6,000 weekly / 10,000 monthly) and reduces the chances of filtering while waiting for final carrier approval.Any traffic - restricted or pending - that exceeds the daily limit or is filtered for spam will see an [Error 30032](https://www.twilio.com/docs/api/errors/30032) response returned for both scenarios. To avoid this, we recommend submitting your number(s) for verification as soon as possible to get full approval.Please note, that these Toll-Free caps are maximum limits, (not a guaranteed daily minimum), so traffic could still experience message filtering even when well below the daily limits if not verified.
### Verification processing
Upon receipt of your submission, Salesmate submits your application to Twilio who reviews and processes your verification request. Please allow approximately 2-3 weeks for this process.At this point, Twilio will automatically move the numbers associated with your request into the **Pending Verification status**, which opens up sending with less filtering applied to your traffic while the verification is processed. Beginning **April 1, 2023**, Pending Verification numbers have the following limits:
Daily limit: 2,000 message segmentsWeekly limit: 6,000 message segmentsMonthly limit: 10,000 message segments \*\*Note:\*\*These limits are the tentative daily maximums, and are not guaranteed. Traffic to Canada will continue to be fully blocked while in Restricted status.
### **Frequently Asked Questions (FAQs)**### \*\*What happens if I don't complete Verification?
* \*\*On **October 1, 2022**, restricted (previously “unverified”) traffic was fully blocked in Canada, and increased filtering with lower daily limits were applied in the US. Beginning **April 1, 2023**, the thresholds for Toll-Free numbers in both Restricted and Pending states will have new limits applied (see below) and traffic to Canada will continue to be fully blocked in the Restricted status.All restricted traffic filtered for these reasons will be blocked with [error code 30032](https://www.twilio.com/docs/api/errors/30032). Using additional Toll-Free numbers to exceed these limits or circumvent filtering isn’t allowed, and will result in the same block and error code. Verification is recommended for all customers regardless of volume.
### \*\*What can I do if my Verification request is rejected?
* \*\*If your Toll-Free verification request is rejected, you may be able to re-submit a corrected request. Rejections for
* [content](https://support.twilio.com/hc/en-us/articles/360045004974-Forbidden-Message-Categories-for-SMS-and-MMS-in-the-US-and-Canada)
, or
[Acceptable Use Policy](https://support.salesmate.io/hc/en-us/articles/22747336265369/preview/eyJhbGciOiJIUzI1NiJ9.eyJpZCI6MjI3NDczMzYyNjUzNjksInJldmlzaW9uX2lkIjoiMDFIOVNXSllYSDVFN1RDVks0VDdCUlFFTVMiLCJleHAiOjE2OTQxNjMyOTl9.5ONE5IQs-Jph6f4w_lnZjoMUB8tF1rjbXAj-ImIKtE8)
/
[Messaging Policy](https://support.salesmate.io/hc/en-us/articles/360044649672-Salesmate-Messaging-Policy)
violations are ineligible, and can't be re-submitted. For full details, see
[Why Was My Toll-Free Verification Rejected](https://support.twilio.com/hc/en-us/articles/9321443984155-Why-Was-My-Toll-Free-Verification-Rejected-)
.
### \*\*What are the Industry-wide thresholds for sending traffic over restricted (previously “unverified”) Toll-Free numbers?
* \*\*As of **October 1, 2022**, Twilio applied the following industry-wide thresholds for messaging sent over Restricted Toll-Free numbers:
Daily limit: 2,000 message segmentsWeekly limit: 12,000 message segmentsMonthly limit: 25,000 message segments
Beginning **April 1, 2023**, these thresholds are being lowered in the US:
Daily limit: 500 message segmentsWeekly limit: 1,000 message segmentsMonthly limit: 2,000 message segments
These thresholds are subject to change; we’ll let you know at least 30 days in advance before we make threshold changes.Beginning **April 1, 2023**, Pending Verification numbers have the following limits in the US:
Daily limit: 2,000 message segmentsWeekly limit: 6,000 message segmentsMonthly limit: 10,000 message segments
These limits aren’t applicable when a Toll-Free number has completed verification.
* **Notice**: These limits are the daily maximums, and are not guaranteed. If you start to see
* [30032 errors](https://www.twilio.com/docs/api/errors/30032)
but have not reached the posted limitations, you can assume that the messages are being filtered, and should submit that Toll-Free number for verification as soon as possible.Please complete the Verification process as soon as possible to avoid these daily limits. For more information, see
[What happens if I don't complete Verification.](https://support.salesmate.io/hc/en-us/articles/22751204870425-Toll-Free-Number-Registration-for-Salesmate-US-Canada#h_01GTCP1ZVAMDMY4Y7YB75YF7WR)
**Toll-Free Verification Form:**
[Salesmate Form](https://forms.office.com/pages/responsepage.aspx?id=g8pgUk95NkKUCTLkTG1ngRgCQ75ab_NPm3ty1GpuaKRUMTYyTVZSNDZWWDVKWTFNSUswTFM2RkJWQy4u)
### \*\*How can I get higher-throughput Toll-Free Messaging?
* \*\*If you need higher throughput than the standard 3 messages per second (MPS) on a Toll-Free number, Twilio offers High-Throughput Toll-Free messaging. Traffic verification is included as part of the High-Throughput setup process.
For further information, see
[Toll-Free SMS and MMS messaging throughput (MPS)](https://support.twilio.com/hc/en-us/articles/4411046744987-Toll-Free-SMS-and-MMS-messaging-throughput-MPS-)
.If you are interested in High-Throughput Toll-Free messaging, please
[talk to our Sales team.](https://www.salesmate.io/contact/)
### \*\*Do I need to go through the verification process again for toll-free numbers that I'm porting to Salesmate?\*\*Yes, currently there is no way to transfer toll-free verifications between providers. In order to minimize any downtime, we highly recommend submitting your verification request as soon as the porting process is completed for your number.
# U.S. Carrier Penalties for Non-Compliant Messaging
Source: https://support.getskara.ai/built-in-calling-and-text/a2p-10dlc/us-carrier-penalties-for-non-compliant-messaging
U.S. carriers have created A2P messaging channels, such as shortcodes, Toll-Free numbers, and 10-digit long codes (A2P 10DLC) in order to give senders a sanctioned channel for messaging that will ensure consumers reliably receive **wanted** messages. Messaging campaigns that are non-compliant with carrier requirements may be subject to carrier penalties for the offending traffic.Carrier policies are included in Salesmate and its ISV policies. Any failure by Salesmate and its ISV to stop non-compliant traffic is not a basis to contest. If these penalties are assessed, they will be passed through by Salesmate and its ISV to the customer. Below you can find a breakdown of the existing non-compliance fees, best practices for maintaining compliance, and our FAQ regarding these fees.
### Article contents:
* [AT & T and T-Mobile carrier fees for unregistered long code messaging (March 1, 2022)](https://support.salesmate.io/hc/en-us/articles/22591280162329-U-S-Carrier-Penalties-for-Non-Compliant-Messaging#h_01H9MXFGQN8WFRW1GNN6GBPDQA)
* [T-Mobile Penalties for Non-Compliant Messaging](https://support.salesmate.io/hc/en-us/articles/22591280162329-U-S-Carrier-Penalties-for-Non-Compliant-Messaging#h_01H9MXFSNDVM9DQ7CKP8K58N0D)
* [How to Avoid Carrier Penalties for Non-Compliance](https://support.salesmate.io/hc/en-us/articles/22591280162329-U-S-Carrier-Penalties-for-Non-Compliant-Messaging#h_01H9MXG46KWP46GQFGJE8QTN5W)
* [Non-Compliant Messaging Penalties FAQ](https://support.salesmate.io/hc/en-us/articles/22591280162329-U-S-Carrier-Penalties-for-Non-Compliant-Messaging#h_01H9MXGDG3ME8VZHSG1R81GFWS)
### \*\*AT & T and T-Mobile carrier fees for unregistered long code messaging \*\*Effective September 1st, 2023, all SMS and MMS messages sent to U.S. phone numbers using +1 10DLC phone numbers must be sent via an approved application-to-person (A2P) campaign.
* \*\* Messages sent to the U.S. using unregistered +1 10DLC numbers will be blocked. Blocked messages will return
* [error code 30034](https://www.twilio.com/docs/api/errors/30034)
, “US A2P 10DLC - Message from an Unregistered Number”. Twilio messaging rates will still apply, even for blocked messages, but no per-message carrier fees will be charged. For more details, see
[What pricing and fees are associated with the A2P 10DLC service?](https://support.salesmate.io/knowledge/articles/22590649559065/en-us?brand_id=1467849)
### **T-Mobile Penalties for Non-Compliant Messaging** The current fines outlined below are specific to **T-Mobile**. These fees, if assessed by T-Mobile (or potentially other U.S. carriers) will be passed through to customers by Salesmate.
* **Content Violation** Content violating carrier policies – as also reflected in Twilio's Acceptable Use Policy and/or Messaging Policy – including spam, phishing, and SHAFT violations (Sex, Hate, Alcohol, Firearms, Tobacco).
* **Fee:**\$10,000 per violation \*\*Enforcement: T-Mobile will issue a warning prior to enforcing this fee. Twilio will relay this warning to you via an email to the users on your Twilio account who are opted-in to Compliance and Regulatory-related alerts. This initial warning will give you an opportunity to come into compliance, without getting a fee.
* \*\*If another violation occurs after the warning, Twilio will report the violation to you and pass this fee through directly on behalf of T-Mobile.**Messaging Program Evasion** Using filtering evasion techniques, such as snowshoeing and recycling numbers (releasing/purchasing new numbers), to dilute the number's reputation. (See our Messaging Policy for more context.)**Fee:**\$1,000 Fine \*\*Enforcement: Twilio will report these violations to customers and pass these fees through directly on behalf of the carriers.
* \*\*### \*\* How to Avoid Carrier Fees for Non-Compliant Messaging **Ensure Compliance with Twilio’s Policies** The best way to avoid fees for non-compliance is to make sure your traffic aligns with Twilio’s Messaging Policy and T-Mobile’s Code of Conduct. You can also refer to CTIA’s Best Practices documentation and adopt industry standards into your operations and/or services.For more information on Messaging best practices, see our US SMS guidelines and help article on forbidden messaging use cases.
* \*\*Register your traffic for A2P 10DLC \*\* To make sure your messaging traffic is compliant, ensure that you have registered your US traffic for A2P 10DLC as described in How Do I Register My Traffic for A2P 10DLC?
### \*\*Non-Compliant Messaging Fees FAQ \*\*How will penalties be issued to customers?
* \*\* Fees issued through Twilio will be passed through directly to customers. At this time, Twilio is still working with T-Mobile to determine further details on how these fees will be issued to customers.\*\*What does “snowshoeing” mean in the context of messaging?
* \*\* Snowshoeing is defined as spreading similar or identical messages across many phone numbers with the intent or effect of evading unwanted messaging detection and prevention mechanisms.\*\*I use multiple numbers in my Messaging Service for my use case. Would that be considered snowshoeing?
* \*\* It is not considered snowshoeing unless you are intentionally spreading the same or similar message across more numbers than you need to evade detection/filtering, or to dilute a number's reputation, ie. to keep it from being marked as ‘spam’ by the carrier.An example of **not** snowshoeing: You could use Area Code Geomatch with multiple numbers to create localized experiences.
* **Will the Content Violation notification come from Twilio specifically?** Customers will receive notifications and pass-through fees for non-compliance directly from Twilio.
* **In the case of Content Violation, will Twilio suspend my traffic and help with remediation BEFORE the \$10,000 fee?** T-Mobile will issue a warning prior to levying this fee. Twilio will relay this warning to you via an email to the users on your Twilio account who are opted-in to Compliance and Regulatory-related alerts. This initial warning will give you an opportunity to come into compliance.
**Note:** Please note that Twilio will also enforce its own policies independently from carriers through outreaches and other remediation efforts, including account restrictions or suspension. However, Twilio makes no guarantee that it will intervene in your non-compliant traffic before carriers levy the fees.
* **Are ISVs responsible for non-compliance fees on behalf of their End Users?** The ISV is responsible for its End Users and would be considered the “content provider”. If an End User's act(s) results in a fine or fee imposed on Twilio, then Twilio will hold the ISV responsible for the same. Twilio imposes no restriction on the ISV from independently passing through the fine or fee to its customers.
* **Is there an appeals process if I believe I have been incorrectly fined for a compliance violation?** Yes. Twilio is still awaiting additional details from T-Mobile on how the appeals process will work for T-Mobile compliance fees. However, Twilio will conduct an independent investigation into any reported compliance violations raised by carriers and will work with you to appeal if the penalty appears to have been applied in error.
# What is A2P 10DLC?
Source: https://support.getskara.ai/built-in-calling-and-text/a2p-10dlc/what-is-a2p-10dlc
* *Notice*\*: Shutdown of Unregistered 10DLC Messaging
Effective September 1st, 2023, all SMS and MMS messages sent to U.S. phone numbers using +1 10DLC phone numbers must be sent via an approved application-to-person (A2P) campaign.Messages sent to the U.S. using unregistered +1 10DLC numbers will be blocked.Blocked messages will return [error code 30034](https://www.twilio.com/docs/api/errors/30034), “US A2P 10DLC - Message from an Unregistered Number”(Twilio messaging rates will still apply, even for blocked messages).
A2P 10DLC is a messaging compliance system that enables businesses to send \*\*Application-to-Person (A2P)\*\*messages via **10-digit long code** phone numbers in the United States. This comprehensive guide provides a detailed overview of A2P 10DLC, registration requirements, campaign use cases, compliance guidelines, and the impact on message delivery and pricing. Whether you're a small business or an ISV, understanding messaging compliance is crucial for maintaining reliable and effective communication with your audience.
### Important Notices
### Unregistered 10DLC Message Fee Increases
AT & T and T-Mobile are increasing the per-message rate on unregistered traffic. If these numbers remain unregistered, they may be subject to additional filtering or blocking. Some carrier fees will be increased on June 1, 2023, and others will be increased on August 1, 2023.For more information on the specific fees and timing, please see [What Pricing and Fees are Associated with A2P 10DLC.](https://support.salesmate.io/knowledge/articles/22590649559065/en-us?brand_id=1467849)If you have unregistered traffic, register for A2P 10DLC via Salesmate or API before June 1, 2023, to avoid higher fees and service disruptions.
Salesmate has launched the Sole Proprietor Brand registration offering (formerly known as “Starter Brand”) in accordance with the [new industry guidelines](https://www.twilio.com/blog/new-requirements-for-a2p-10dlc-registrations) for sending low-volume messaging.
If you’re an individual or small business without a Tax ID (EIN), please see
[New Changes to Sole Proprietor Brands FAQ](https://support.twilio.com/hc/en-us/articles/9550596959643-A2P-10DLC-Sole-Proprietor-Brands-FAQ)
for more details on how to register.If you have a Tax ID (EIN) and low traffic requirement (less than 6,000 messages per day), Low Volume Standard Brands can be used for mixed messaging campaigns with multiple use cases, multiple numbers per campaign, and higher throughput than Sole Prop.If you have a Tax ID (EIN) and higher traffic requirement (more than 6,000 messages per day), Standard Brands can be used for multiple use cases, multiple numbers per campaign, and higher throughput.For a full overview of the different Brand registration offerings, see our
[Comparison between Sole Prop, Low Volume Standard, and Standard registration for A2P 10DLC.](https://support.salesmate.io/knowledge/articles/22587396525209/en-us?brand_id=1467849)
### **New Requirements for A2P 10DLC Registrations** Effective January 26, 2023, new
[A2P Campaign registrations](https://support.salesmate.io/knowledge/articles/22591695054105/en-us?brand_id=1467849)
are subject to a new vetting process, which includes a one-time \$15 campaign vetting fee. For more information, visit our FAQ on
[A2P 10DLC Campaign Vetting Changes - January 2023.](https://support.salesmate.io/knowledge/articles/22495716354073/en-us?brand_id=1467849)
### \*\*What is A2P 10DLC?
* \*\*A2P 10DLC refers to a system in the United States that allows businesses to send Application-to-Person (A2P) type messaging via standard 10-digit long code (10DLC) phone numbers. Carriers in the US consider all LC Phone traffic to be A2P. Carriers’ A2P 10DLC offerings provide better delivery quality and lower filtering risk than long code SMS of the past, using the same phone numbers.
* [Special Use Cases](https://support.salesmate.io/knowledge/articles/new/en-us?brand_id=1467849)
are now supported; however, if you are a customer registering a special use case requiring additional carrier approval or a 527 Political Organization, please see
[our guidance on Special Use Cases](https://support.salesmate.io/knowledge/articles/new/en-us?brand_id=1467849)
before proceeding with registration.**Register now** to benefit from improved deliverability and increased throughput in the new verified A2P 10DLC ecosystem. A2P 10DLC has new **registration requirements** for businesses that intend to send long-code messages to AT & T in the US.
### \*\*What do I need to do?
* \*\*If you do not send any messages to users in the United States using long code numbers, you do not need to do anything.If you send messages to the United States using long code numbers you have the following registration options based on your Tax ID status, volume, and use case:
If you have a Tax ID (EIN) and send under 6,000 message segments per day, you should re-register for Low Volume Standard BrandsIf you have a Tax ID (EIN) and send over 6,000 message segments per day, you should re-register for appropriate [campaign types](https://support.salesmate.io/knowledge/articles/22591695054105/en-us?brand_id=1467849) within Standard BrandsIf you don’t have a Tax ID (EIN), you should register a Sole Proprietor Brand (available April 17th).
If you are a customer registering a
[Special Use Case](https://support.twilio.com/hc/en-us/articles/4402972441243-Special-Use-Cases-for-A2P-10DLC)
, please be aware that certain special use cases require additional carrier approval or a 527 Political Organization, so please
[see our guidance on Special Use Cases](https://support.twilio.com/hc/en-us/articles/4402972441243-Special-Use-Cases-for-A2P-10DLC)
before proceeding with registration.A2P 10DLC registration can be done in the Twilio Console, or if you are an
[ISV-type customer](https://support.twilio.com/hc/en-us/articles/4402930862747-Am-I-a-direct-customer-or-an-ISV-for-A2P-10DLC-registration-)
, you may choose to use our
[registration API for ISVs](https://www.twilio.com/docs/sms/a2p-10dlc/onboarding-isv-api)
to register yourself and your client businesses.For a more detailed overview of what information you will need and how to begin, see
[How do I register to use A2P 10DLC messaging?](https://support.salesmate.io/hc/en-us/articles/22496364707481)
Read on for details of the rules and requirements under the new A2P 10DLC registration system, and answers to many common questions.
### **Article contents:**
[How does A2P 10DLC work?](https://support.salesmate.io/hc/en-us/articles/22579328369689-What-is-A2P-10DLC#h_01H9FGH35W2R2HP78E6KNDCGX8)
[Do I need to register? If so, what’s the deadline?](https://support.salesmate.io/hc/en-us/articles/22579328369689-What-is-A2P-10DLC#h_01H9FH57PVEXD1VPJTQ1JW18GJ)
[What if I am just testing, or sending a very low volume of messages to the US?](https://support.salesmate.io/hc/en-us/articles/22579328369689-What-is-A2P-10DLC#h_01H9FH7PDHDH1DHK000KNJX3GX)
[How does US A2P Brand registration work?](https://support.salesmate.io/hc/en-us/articles/22579328369689-What-is-A2P-10DLC#h_01H9FH8D3KHJYGVDKNHVAJYRWC)
[How do Trust Scores influence message throughput?](https://support.salesmate.io/hc/en-us/articles/22579328369689-What-is-A2P-10DLC#h_01H9FHAADRZ13590GQY2DE70ZQ)
[What’s a Campaign Use Case?](https://support.salesmate.io/hc/en-us/articles/22579328369689-What-is-A2P-10DLC#h_01H9FHAXTCD5MJ5KG2FPD0KHG3)
[When registering, I have to select a Use Case. What do these mean?](https://support.salesmate.io/hc/en-us/articles/22579328369689-What-is-A2P-10DLC#h_01H9FHBBJYEJDFJRDPQ74GY2PQ)
[Do I need to go directly to The Campaign Registry or any other non-Twilio website to complete registration?](https://support.salesmate.io/hc/en-us/articles/22579328369689-What-is-A2P-10DLC#h_01H9FHDD8YRHCPMVPEEM05VKCH)
[Do I need to buy new phone numbers to use this A2P 10DLC service?](https://support.salesmate.io/hc/en-us/articles/22579328369689-What-is-A2P-10DLC#h_01H9FHEPTVN4NWQKQ2BZN5BYBK)
[My company provides services to multiple other brands or companies as an ISV (independent software vendor). What do I have to do?](https://support.salesmate.io/hc/en-us/articles/22579328369689-What-is-A2P-10DLC#h_01H9FJ2Z9K0G5XHHX5HSW1QCW2)
[What information is required for registration?](#required-information-for-united-states-a2p-10dlc-registration)
### \*\*How does A2P 10DLC work?
* \*\*There are two important requirements under the new A2P 10DLC system:
Businesses must identify **who** they are to the carrier networks (Brand registration).Businesses must register **what** type of messages they are sending, i.e. notifications (Campaign registration).
Registration is done entirely through Salesmate Regulatory Compliance. We have integrated with
[The Campaign Registry (TCR)](https://www.campaignregistry.com/faq/)
to meet the requirements of carriers while making it easy for businesses to onboard.For additional guidance, please see
[How do I register to use A2P 10DLC messaging?](https://support.salesmate.io/hc/en-us/articles/22496364707481)
### \*\*Do I need to register? If so, what’s the deadline?
* \*\*All SMS and MMS messages sent to US phone numbers from **unregistered 10DLC phone numbers** will be \*\*fully blocked after August 31, 2023.
* \*\*
* [10DLC phone numbers](https://support.twilio.com/hc/en-us/articles/360038173654-What-are-the-differences-between-long-codes-short-codes-and-Toll-Free-numbers-for-messaging-to-US-Canada-)
must be fully registered to an approved Campaign under your Brand. This registration requirement took effect on July 5, 2023 with unregistered phone numbers subject to a gradual increase of message blocking by Twilio, leading to a full block of all unregistered U.S.-bound messages sent after August 31, 2023. For more information, visit our
[Shutdown of Unregistered 10DLC Messaging FAQ](https://support.twilio.com/hc/en-us/articles/14910496447771-Shutdown-of-Unregistered-10DLC-Messaging-FAQ)
### \*\*What if I am just testing, or sending a low volume of messages to the US?
* \*\*If you do not have a tax ID, you should register a Sole Proprietor Brand designed for individuals and small businesses. See [New Changes to A2P 10DLC Sole Proprietor Brands FAQ](https://support.twilio.com/hc/en-us/articles/9550596959643-New-Changes-to-A2P-10DLC-Starter-Brands-FAQ) for more information.If you do have a tax ID you will need to register even if you are sending low volumes of messages. If you send under 6,000 message segments per day, you should register for Low Volume Standard Brands.
### \*\*What happens if I don't register?
* \*\*Increased message filtering and fees will apply to messages that are sent without registration. Unregistered numbers will be subject to gradually increased rates of message blocking, beginning on July 5, 2023, ultimately leading to a full block of all unregistered US-bound messages sent after August 31, 2023. These messages will be blocked with a new
* [‘30034’ error](https://www.twilio.com/docs/api/errors/30034)
. For more information see our
[Shutdown of Unregistered 10DLC Messaging FAQ.](https://support.twilio.com/hc/en-us/articles/14910496447771-Shutdown-of-Unregistered-10DLC-Messaging-FAQ)
For details about fees on unregistered message traffic, see
[What pricing and fees are associated with the A2P 10DLC service?](https://support.twilio.com/hc/en-us/articles/1260803965530-What-pricing-and-fees-are-associated-with-the-A2P-10DLC-service-)
### \*\*How does US A2P Brand registration work?
* \*\*To begin registration, customers must register a Brand consisting of their Business Profile information and indicating whether they are an ISV or Direct customer. For a full overview of the registration process including how to determine your Customer and Brand Type, see our A2P 10DLC Registration Steps.
### \*\*What information is required for Brand registration?
* \*\*For a full overview of what information is required in the Brand registration process see our Required Information for A2P !0DLC Registration.
### \*\*How do Trust Scores influence message throughput?
* \*\*When registering a Standard Brand you will receive a Trust Score from 0 to 100. This rating influences the maximum message throughput that will be allocated to each of your Campaign use cases (see below). Trust Scores are grouped into three levels, from lowest to highest. Your Trust Score level, combined with your Campaign Type, will determine the message throughput that is allocated to your campaign use case.For details, see [Message throughput (MPS) and Trust Scores for A2P 10DLC](https://support.salesmate.io/knowledge/articles/22586169596441/en-us?brand_id=1467849) in the US.
### Required information for United States A2P 10DLC registration
### Low-Volume Standard Brands
Each business will need the following information to register for A2P 10DLC. This means you must collect this info for your customers if you are a direct brand.
### Business Information
Business NamePhysical Address (Street, City, State/Province/Region, Postal Code, Country)Business Identity (Direct Customer or ISV/Reseller/Partner)Business Type (Sole Proprietorship/Partnership/Corporation /Co-Operative/LLC/Non-Profit)Company Status (Private/Public)Stock Ticker & Exchange (if Public)Business Registration Number & Type (EIN for US-based companies, other business identifiers for non-US companies)IndustryWebsiteRegions of Operations
An authorized representative with the following info:
NameEmailTitlePhone NumberJob Position (Director/VP/GM/General Counsel/CEO/CFO)A second point of contact may also be provided but is optional.
### Sole Proprietor Brands
Sole Proprietor registration is available now. The following requirements will apply.\*\*No Tax ID (EIN):\*\*To qualify for Sole Proprietor registration, you must not have an EIN (Employer Identification Number). Any business with a Tax ID (EIN) is not eligible and should instead register for a Low Volume Standard Brand.
* **US or Canada only:** Sole Proprietor Brands are limited to individuals in the US and Canada.
Information required for registration:
Brand or business nameFirst nameLast nameEmail addressMobile phone number (in US or Canada)Physical address (in US or Canada)
**Note:** Each mobile phone number can only be used to validate up to 3 brands. Each email or physical address can only be used to validate up to 10 brands. This limit applies to all A2P registrations within the ecosystem, even brands registered outside of LeadConnector.
### \*\*What’s a campaign use case?
* \*\*This represents a messaging use case, for example sending account notifications or conducting marketing. In carrier terminology, these are called "Campaigns." For more specificity, Twilio is calling them campaign use cases.Some companies may only need to register one campaign use case, in other scenarios, you may have multiple. For example, if you are a company that sends authentication codes to validate new users, but you also send marketing messages, you should register two campaign use cases.
### \*\*What does the campaign use case options mean?
* \*\*Your campaign use case describes the type of messaging you plan to send. This will influence the price you pay per message on AT & T.Use cases vary from notifications and fraud alerts to customer care to social updates. For more information on Campaigns and a full list of campaign use cases, please see:
* [List of Campaign Types and Use Case Types for A2P 10DLC registration](https://support.salesmate.io/knowledge/articles/22591695054105/en-us?brand_id=1467849)
### \*\*Do I need to go directly to The Campaign Registry or any other non-Twilio website to complete registration?
* \*\*No. Registration can be completed entirely through Salesmate. Salesmate has integrated directly with The Campaign Registry (TCR) to facilitate registration for our customers. This offers you other benefits of
* [Salesmate Trust Hub](https://www.twilio.com/en-us/trust-hub)
.If you are an Independent Software Vendor (ISV), you can apply to Salesmate for an exception to allow you to go directly to TCR for your US A2P Brand and Campaign registrations, and use those registrations for your message traffic on Salesmate. If you aren't sure whether you are an ISV or a direct customer, see
[Am I a direct customer or an ISV (for A2P 10DLC registration)?](https://support.twilio.com/hc/en-us/articles/4402930862747-Am-I-a-direct-customer-or-an-ISV-)
However, before considering this option, we strongly recommend you review
[this crucial information about requirements](https://support.twilio.com/hc/en-us/articles/1260803965730-Can-I-go-directly-to-The-Campaign-Registry-for-US-A2P-10DLC-registration-)
and limitations when registering directly with TCR.
### \*\*Do I need to buy new phone numbers to use this A2P 10DLC service?
* \*\*If you are already using long code numbers, there is no need to buy new numbers. You will enable your existing numbers to use the new A2P 10DLC service by following the registration process.See also:
* [How do these rule changes affect short codes and Toll-Free numbers? Should I switch to 10DLC?](https://support.salesmate.io/hc/en-us/articles/22579328369689-What-is-A2P-10DLC#h_01H9FQXR6SYZ12GZF95Y4Z3KDJ)
### \*\*My company provides services to multiple other brands or companies as an ISV (independent software vendor). What do I have to do?
* \*\*If your company is an ISV, you will need to register your own Business Profile and Brand, then register each of your client US A2P Brands and Campaign Use Cases. Twilio is continually working on ways to make this process as smooth as possible for ISV customers, especially those with many clients.First, you’ll register your own company as a Primary Business Profile in the Trust Hub on your primary Twilio account.For registering your end clients, Twilio will be offering two options:- **Sole Proprietor Brand:** For individuals and small businesses without a tax ID. See [New Changes to A2P 10DLC Sole Proprietor Brands FAQ](https://support.twilio.com/hc/en-us/articles/9550596959643-A2P-10DLC-Sole-Proprietor-Brands-FAQ) for more information.
* **Low Volume Standard Brand:** For clients with a Tax ID (EIN) sending less than 6,000 SMS segments and MMS per day to the United States. The Low Volume Standard Brands allow Low Volume Mixed Messaging campaigns, multiple numbers per campaign, higher throughput, and lower filtering.
* **Standard Brand:** For clients with a Tax ID (EIN) sending more than 6,000 SMS segments and MMS daily to the United States. Standard Brands allow for all campaign types, multiple numbers per campaign, higher throughput, and lower filtering.
Please see here for our ISV onboarding guide:
[ISV U.S. A2P 10DLC Onboarding Guide](https://www.twilio.com/docs/sms/a2p-10dlc/onboarding-isv)
We understand that onboarding to A2P 10DLC may be a significant effort if you are an ISV with a large number of clients. We recommend you start by registering your larger clients, then expand registration to your smaller clients.See also:
[How do I register to use A2P 10DLC messaging?](https://support.salesmate.io/knowledge/articles/22496364707481/en-us?brand_id=1467849)
### \*\*What information is required for registration?\*\*You will need information about each business and brand to register businesses, brands, and use cases. The required info includes the business name, physical address, and business type (LLC, partnership, etc.).
# What pricing and fees are associated with the A2P 10DLC service?
Source: https://support.getskara.ai/built-in-calling-and-text/a2p-10dlc/what-pricing-and-fees-are-associated-with-the-a2p-10dlc-service
### **A2P 10DLC Pricing Overview** There are two categories of fees associated with A2P 10DLC: registration fees, and per-message carrier fees. Both types of fees are charged by carriers as part of the A2P 10DLC system and are passed through by Twilio to our customers with no added cost.Registration fees are applied when registering your US A2P Brand and your A2P Use Case, the moment they are registered with TCR.Carrier fees are charged by carriers for A2P 10DLC messages sent to users on their networks. These fees are applied in addition to Twilio’s standard US Messaging pricing. In general, the fees are applied for each outbound SMS segment or MMS message. T-Mobile (including Sprint) also applies fees to inbound SMS and MMS.Please see below for a full breakdown of the fees associated with A2P 10DLC.
### **Registration Fees**### **Brand Registration** US A2P **Sole Proprietor** Brand registration fee:**$4** one-time registration fee (no Secondary Vetting for A2P 10DLC).US A2P **Low Volume Standard** Brand registration fee:**$4** one-time registration fee (no Secondary Vetting for A2P 10DLC).US A2P **Standard Brand** registration fee:**\$44** one-time registration fee (includes Secondary Vetting for A2P 10DLC).
**Note:** Brand creation fee is charged at the time of creation with TCR and your Brand may still be in an unverified state. To avoid additional charges follow troubleshooting steps here if your Brand is in an unverified state.
As of August 23rd, 2023, appeal-based, manual revetting of a submitted Brand will entail a \$10 fee, over and above the fees normally charged for Brand submission. For more information on when this applies, please see our product documentation on Resubmitting Standard/LVS Brands.If you’re an individual or small business without a Tax ID (EIN), please see New Changes to Sole Proprietor Brands FAQ for more details on how to register.
If you have a Tax ID (EIN) and low traffic requirement (less than 6,000 messages per day), Low Volume Standard Brands can be used for mixed messaging campaigns with multiple use cases, multiple numbers per campaign, and higher throughput than Sole Prop.If you have a Tax ID (EIN) and higher traffic requirement (more than 6,000 messages per day), Standard Brands can be used for multiple use cases, multiple numbers per campaign, and higher throughput.For a full overview of the different Brand registration offerings, see our Comparison between Sole Prop, Low Volume Standard, and Standard registration for A2P 10DLC.
\| ### **Campaign Registration** US A2P Campaign use case registration fees: \$15 one-time registration fee at the time of vetting.
* **US A2P Recurring Monthly Campaign registration fees:** | Campaign use case type | Cost \*\* |
\| --- | --- | --- |
\| Sole Prop (Starter) | $2/month | | Standard (see Table 1 here) | $10/month |
\| Low-volume\* mixed-use case | $1.50/month | | Special: Charity / 501(c)(3) Nonprofit | $3/month |
\| Special: Emergency Services | \$5/month |
Low Volume Mixed use cases support up to 2,000 SMS segments and MMS per day toward T-Mobile (see T-Mobile daily limits), and are given a lower message throughput (MPS) than other use cases, regardless of Trust Score.The Campaign use case registration fee is billed at the time of approval, then as a renewal fee for the same amount each month, unless the Campaign is deactivated/deleted.For details about campaign use cases, see List of campaign use case types for A2P 10DLC registration.
### \*\*Carrier Fees \*\*AT & T Carrier Fees \*\* Effective June 1, 2023, fees for all long code messages to AT & T:
$0.002 per registered outbound SMS message segment$0.0035 per registered outbound MMS message$0.01 per unregistered outbound SMS message segment$0.015 per unregistered outbound MMS message **T-Mobile Carrier Fees (including Sprint)** Effective August 1, 2023, fees for all long code messages to T-Mobile/Sprint:
$0.003 per registered outbound/inbound SMS message segment$0.01 per registered outbound/inbound MMS message$0.006 per unregistered outbound/inbound SMS message segment$0.015 per unregistered outbound/inbound MMS message
T-Mobile acquired the Sprint network in 2020. Some devices still appear as "Sprint" in a Lookup. Messages sent to these users will have the same fees as other messages to T-Mobile.
* **Verizon Wireless Carrier Fees** Verizon introduced A2P 10DLC fees in January 2019 (for details, see here). In September 2022, Verizon increased these fees. Following other U.S. carriers raising fees for unregistered messages to encourage 10DLC registration, Verizon will increase its per-message rate on unregistered traffic, effective July 1, 2023.Effective July 1, 2023, fees for all long code messages to Verizon:
$0.003 per registered outbound/inbound SMS message segment$0.005 per registered outbound/inbound MMS message$0.01 per unregistered outbound/inbound SMS message segment$0.005 per unregistered outbound/inbound MMS message
### **Where can I review the charges I’ve incurred?** You can view the charges incurred for [viewing invoices](https://support.salesmate.io/hc/en-us/articles/115000321829-Viewing-Invoices) in Salesmate. Your invoice will show you the aggregate usage per fee across all your subaccounts and throughout all days of the month. Based on the type of Brand(s) and Campaign(s) registered, the exact name of the fees may differ on your invoice.
# Why Was My A2P 10DLC Campaign Registration Rejected?
Source: https://support.getskara.ai/built-in-calling-and-text/a2p-10dlc/why-was-my-a2p-10dlc-campaign-registration-rejected
If your A2P 10DLC Campaign registration request is rejected for eligible reasons, you need to correct and resubmit your request. For a full list of eligible rejection reasons see below. If eligible, you can re-submit your Campaign registration after correcting the identified content violation by deleting and resubmitting the campaign.
### Article contents
* [Rejection types eligible for resubmission](#rejection-types-eligible-for-resubmission)
* [Rejection types ineligible for resubmission](#rejection-types-ineligible-for-resubmission)
* [My Campaign Use Case was rejected - What can I do?](#my-campaign-use-case-was-rejected-what-can-i-do)
* [Who rejected My A2P 10DLC Campaign Registration?](#who-rejected-my-a2p-10dlc-campaign-registration)
### Rejection types eligible for resubmission
Each of the below rejection codes is eligible for resubmission. To resolve these issues, please take the corrective action(s) outlined in the table below, and then re-submit your Campaign registration request with the updated information.
| Error Code | Rejection category | Rejection reason | Correction needed |
| ---------- | ----------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| 30886 | Invalid Campaign Description | The campaign description does not thoroughly explain the purpose of the campaign or the description does not match the use case. | Verify that the campaign description is accurate and detailed. If you are an ISV registering a direct offering to your customers, please indicate that in the campaign description. Resubmit campaign for review. |
| 30893 | Invalid Sample Message Use Case | Sample messages are either not provided, unclear, or content does not match the campaign use case. | Verify that sample messages are accurate and detailed. Sample messages should reflect actual messages to be sent under the campaign and indicate templated fields with brackets. At least one of the sample messages needs to include your business name. Use case and campaign description need to match the campaign description. |
| 30892 | Invalid Sample Message - Public URL Shorteners | Public URL shorteners are not accepted. The website URL included in the sample messages was either from a public URL shortener or non-secured. | Remove public URL shorteners from sample messages. |
| 30891 | Invalid Website URL | An invalid URL was provided for registration. Websites need to be functioning. If this is a registration pre-launch, it needs to be indicated in the campaign description. | Verify that the provided websites are functioning or detail is provided if the registration is for a pre-launch website. |
| 30896 | Opt-in Error | Opt-in message workflow is not sufficient for campaign type and consent is required or opt-in is shared with 3rd parties. | Verify opt-in meets CTIA's guidelines. All methods of opt-in need to be listed. If opt-in is collected through a paper form or behind a login, please provide a hosted link to the image of opt-in. If opt-in occurs on a website, please provide a link to the website. The website needs to have a privacy policy and terms of service. Ensure opt-in is not shared with 3rd parties. |
| 30887 | Opt-out Error | The campaign indicated collecting and processing consumer Opt-Outs, but the workflow is unclear, missing opt-out keywords or opt-message. | Verify that the opt-out workflow is accurate and update the Message Flow (labeled as 'How do end-users consent to receive messages' while submitting) description with the opt-out process. If an opt-out is managed, add opt-out keywords and update the opt-out message to include acknowledgment of the opt-out request, confirmation that no further messages will be sent, and brand name. |
| 30890 | Subscriber Help | HELP message reply does not contain the brand name, phone number, or email address. | Verify that the subscriber help message contains the brand name, phone number, or email address. A message needs to guide customers on who they can contact after replying "help". |
| 30889 | Embedded Phone Number | Embedded phone number use is selected, but is not reflected in the sample message. | Verify embedded phone number selection is accurate. Update the Sample Messages with Embedded Phone Number or update Embedded Phone Number selection. |
| 30888 | Age Gate Not Present / Not Acceptable | The age gate is not present. | Verify and add a robust age-gate to your website or opt-in policy. |
| 30881 | Invalid Brand Support Email | Support email is not associated with the brand. The brand support email was either invalid or associated with a public domain email. | Verify brand support email is valid and not associated with a public domain email. |
| 30894 | Invalid Brand Information | Campaign registration needs to be associated with the brand behind the campaign. If you are an ISV registering a direct offering, the campaign description needs to indicate a direct offering. | Verify brand information is valid. |
| 30895 | Direct Lending - Campaign and Content Attribute Error | The campaign is for direct lending or loan arrangement and is missing content attributes indicating direct lending. | Verify direct lending or loan arrangement is selected for campaign registration. If the campaign is not related to direct lending or loan arrangement, please update the campaign description. |
| 30903 | Incorrect Sole Prop Brand Registration | The brand behind the campaign does not meet the small business Sole Proprietor (EIN) criteria set by TCR and mobile carriers. A campaign can not be registered with a Sole Proprietor use case. | Register the brand as a standard brand and register a standard or acceptable campaign use case that aligns with the registered brand’s classification. |
### Rejection types ineligible for resubmission
Each of the below rejection errors is due to forbidden messaging categories and is therefore ineligible for resubmission. Please note that in addition to A2P 10DLC Messaging content restrictions, any use cases that violate the [Salesmate Messaging Policy](https://support.salesmate.io/hc/en-us/articles/360044649672-Salesmate-Messaging-Policy) are also not allowed on the Salesmate platform, regardless of number/sender type or destination country.
| Error Code | Rejection Category | Rejection reason | | | | |
| ---------- | ------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | - | ----- | ------------------------------------ | --------------------------------------------------------------------------------------------- |
| 30883 | Content Violation - SHAFT - Sex | Submission included content such as nudity, pornography, sex toys, or other adult content | | | | |
| 30883 | Content Violation - SHAFT - Hate | Submission included speech that is hateful, profanity, violent, incites violence, or similar speech | | | | |
| 30883 | Content Violation - SHAFT - Alcohol | | | 30883 | Content Violation - SHAFT - Firearms | The submission included:Firearms, Ammo, Gun Ranges (Common for guns to be sold at Gun Ranges) |
| 30883 | Content Violation - SHAFT - Tobacco / Vape | Submission included products such as Cigarettes, Cigars, Tobacco Products (Chew, etc), Vape, Vape Juice, or similar items | | | | |
| 30883 | Content Violation - SHAFT - Marijuana / CBD | Submission included products such as: Cannabis, Marijuana, CBD, THC, Hemp or similar items | | | | |
| 30884 | Spam/Phishing | Spam/Fraud team has flagged the number/business/traffic for spam or phishing. | | | | |
| 30885 | High Risk | Spam/Fraud team has flagged the number/business/traffic for fraud or deceptive marketing. | | | | |
| 30897 | Disallowed Content | Submission included: disallowed content types, such as Loan Marketing, 3rd party debt collection, gambling, sweepstakes, stock alerts, cryptocurrency, risk investments, debt reduction, credit repair, 3rd party lead generation, and federally illegal substances. | | | | |
| 30882 | Terms & Conditions | The campaign does not meet the Terms and Conditions. | | | | |
| 30898 | Excessive EIN | The same EIN is used for multiple brands. Only register a minimum number of brands per EIN and do not resubmit until brand registration is updated. | | | | |
### My Campaign Use Case was rejected - What can I do?
If your Campaign registration request was rejected and is ineligible, you may be able to use another Salesmate product to reach your recipients.The Salesmate Sendgrid Email API is an option for many of the above use cases. For example, cannabis- or CBD-related messaging may be conducted via email, as long as you have proper age gating in place and are sending toward recipients in a locale where the substance is legal. In addition, the Salesmate Programmable Voice product is not subject to the same carrier restrictions as SMS.
For more information about cannabis-related messaging alternatives, see the [Salesmate Message Policy](https://support.salesmate.io/hc/en-us/articles/360044649672-Salesmate-Messaging-Policy).
### Who rejected My A2P 10DLC Campaign Registration?
If a rejected Campaign has a valid campaign\_id, it means that our 3rd party vetting partner has rejected it, and a vetting charge of \$15 has occurred.An appeal can be filed for such cases if the rejection was due to a mistake. To appeal a Campaign, please Salesmate Support to request an appeal.If a Campaign requires updated registration information, please delete and submit a new registration request with the necessary updates.In cases where a rejected Campaign has a blank campaign\_id, it means Twilio rejected the Campaign and no vetting charge has occurred. In this instance, it is recommended that to delete the existing campaign and create a new one with the corrected information.
# Built-in Calling & Texting using Dialpad Integration
Source: https://support.getskara.ai/built-in-calling-and-text/built-in-calling-or-texting-integrations/built-in-calling-texting-using-dialpad-integration
* \*Available in the Pro Plan and above.
* \*\* Note: The user email id on Salesmate and DialPad should be the same then only it will allow you to send or receive a text in Salesmate.[Dialpad](https://www.dialpad.com/) is the most modern business communications platform. Taking into account every form of communication that you rely on and unified it into one app. Calling a client? Meeting with your team? Texting a colleague? It’s all here, on all your devices.Installing / Uninstalling the Dialpad app (Only for Admin)
Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**![mceclip0.png]()
* *Dialpad*\* Click on “**Install**” to install the **Dialpad**
![Screen_Shot_2023-05-09_at_3.20.50_PM.png]()
You will be asked to provide your **Dialpad key** here.
* **Dialpad API** keys can be generated from the native **Dialpad account**.
* [Create Dialpad API Key](https://help.dialpad.com/hc/en-us/articles/360019680532-Create-an-API-Key)
To create an API key, head to your **Admin Settings** from \*\*Dialpad.com.
* \*\*Navigate to **My Company** Select **Authentication** Select **API Keys** Select **Add key** Enter the API key's name and expiration termsSelect desired Additional Scopes
For Call Sync (Recording export should be selected)For SMS Sync (Message content export should be selected)
Recordings exportAllow recordings URL to be provided in call logsMessage content exportAllow text message content to be read for all usersDialpad Meetings readAllow read-access to Dialpad Meetings resourcesScreen popAllow screen pops initiated from screen pop APIChange logAllow subscription to change log events using event subscription API
![Screenshot]()
Select **Save** If desired, copy the code to your clipboard
![Screenshot]()
Your new API Key and will now appear in the list of API keys.
Add the Dialpad API Keys as created
![mceclip0(1).png]()
On successful verification, the following message is shown in status: “**Integration enabled**”
![mceclip1.png]()
On Failure: “**Connection failed. Please check your API keys**”.
![mceclip2.png]()
Call and Text Logging \*\*>> Log calls and texts of all the users even without a Salesmate account.
* \*\* Choose a user to assign calls and texts from unmatched users (**not available in Salesmate**). (Refer to [Calling via Dialpad](https://support.salesmate.io/hc/en-us/articles/9333549016857-Calling-via-Dialpad))
![Screenshot]()
* \*Log calls and texts of the users having both Salesmate and Dialpad accounts.
* \*\*The users are auto matches based on their email.Log calls and texts of all Dialpad users (Default: Enabled)Log calls and texts of common usersClick “**Save**”\*\*To uninstall the DialPad app.
* \*\*Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**![mceclip0.png]()
* *Dialpad*\* Click on “**Remove**” to uninstall the **Dialpad** You will get a confirmation popup.“Are you sure you want to remove the Dialpad App?Confirm to remove the Dialpad app
![Screen_Shot_2023-05-09_at_3.30.23_PM.png]()
# Built-in Calling using RingCentral Integration
Source: https://support.getskara.ai/built-in-calling-and-text/built-in-calling-or-texting-integrations/built-in-calling-using-ringcentral-integration
\| **Available in the Pro Plan and above.**[RingCentral’s](#installing-the-ringcentral-integration-only-for-admin) cloud phone system brings in VoIP based calling capabilities to Salesmate CRM. With the native RingCentral integration, you can make and receive calls directly from Salesmate with a click of a button. All incoming and outgoing calls can be logged and recorded\* effortlessly. Sales teams can save hours per week dialling calls and log the conversations by leveraging this powerful integration. Recorded calls are a great way to monitor and improve sales pitches and client conversations. Salesmate will automatically capture all incoming calls received when you were away and allow you to quickly log them later.
* **Here is how you can set up and use the RingCentral Integration.** | You are required to have an active RingCentral account to use this telephony integration. Works with RingCentral Standard, Premium and Ultimate Plans ( [https://www.ringcentral.com/office/plansandpricing.html](https://www.ringcentral.com/office/plansandpricing.html) ) Note: Auto recording of calls is only available on Premium and Ultimate Plans of RingCentral and should be enabled in RingCentral for calls to be auto recorded in Salesmate |
\| --- | --- |
### Installation:
### Installing RC Phone desktop app:
\| Download and install the app from
[https://www.ringcentral.com/apps/rc-phone](#installing-rc-phone-desktop-app)
or from
[https://support.ringcentral.com/download.html](#installing-the-ringcentral-integration-only-for-admin)
Direct Download links:
[Windows](https://downloads.ringcentral.com/sp/RingCentralForWindows)
|
[Mac](#receiving-a-call-incoming-call)
Now login to your **Ring Central Phone** Desktop App for your Mac or Windows PC **Note**: Salesmate is only compatible with **RC Phone app** from RingCentral. You need to be logged in at all times to the RC Phone app to log calls and use RingCentral with Salesmate. |
![Screen_Shot_2023-05-09_at_9.53.53_AM.png]()
### Installing the RingCentral Integration \[ Only for admin ]
Only the Salesmate administrator/account owner with proper permissions to install the apps and add-ons can install RingCentral application. Any user with the Admin Profile can do this.In Salesmate,First, locate the RingCentral app at
Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**
![mceclip0.png]()
Ring CentralInstall
![Screen_Shot_2023-05-09_at_10.37.21_AM.png]()
Authorize
![Screen_Shot_2023-05-09_at_10.38.58_AM.png]()
### Authorize the RingCentral app: \[ Only for admin ]
* The **admin user** will be automatically authorized to use this RingCentral account on the app.
* **Other users** will now be able to see a disconnected telephone icon in their menu bar on the top right.All telephones numbers will now be clickable and show "RingCentral" upon hover.
### Authorize the RingCentral app for all other Salesmate users: \[ All other users ]
Similarly, other users will have to authorize their accounts to connect to their Ring Central accounts from
Navigate to the **Profile Icon** on the top right corner.Click on **Setup** Head over to **Apps & Add-ons** Click on **Voice** RingCentral PreferencesAuthorize
### Calling \[only on PC, mobile app not supported]:
### Make Outgoing Calls (Dial Out):
To dial out click on any of the phone fields in Salesmate list, detail or quick view screens and hit "RingCentral"This will open the RingCentral Desktop app and fill in the number automatically to dial outA pop-up showing an outgoing call is made will be seen in Salesmate with
Contact Name (if the contact exists in Salesmate) elseShow the number being dialled out and give an option to Add it to ContactClicking on Add Contact will open Contact in its quick view and fill the Mobile field with the number being dialled outThis pop-up also allows you to
add a note during the callselect dispostion (outcome)log it as a new activity or with existing onediscard and delete call log (non-reversible)Thus a completed activity will be created with Title: Outbound Call with Call made from deals will automatically associate the deal with the call
### Receiving a Call (Incoming Call):
An incoming call will show the RingCentral Desktop app pop-up from where the call can be received.Upon receiving a call the incoming (ongoing) call pop-up will be shown with the call detailsOnce the incoming call ends it allows you to perform similar operations as that on dial-out
Create ContactAdd a NoteAttach an Activity of type CallDelete & discard the call log (non-reversible)
### Call Reports and Dashboard Widgets:
All call logs can be seen on the Call Logs reports under the Reports >> Activity Insights section. You can also add the Call Logs widget on the Dashboard 2.0 for Call Logs.
### Texting \[via RC Chrome Plugin]:
We only support RingCentral for calls via our web (browser) using the RingCentral RC Phone Desktop app. Texting is not supported. Alternate, is to install the RingCentral Chrome Extension which enables the texting option for the number.
* **RingCentral Chrome Plugin:**
* [https://chrome.google.com/webstore/detail/ringcentral-for-google/fddhonoimfhgiopglkiokmofecgdiedb?hl=en](#installing-the-ringcentral-integration-only-for-admin)
**Note:** These texts will not be logged inside Salesmate.
# Calling via Dialpad
Source: https://support.getskara.ai/built-in-calling-and-text/built-in-calling-or-texting-integrations/calling-via-dialpad
![send_receive_text_messages_from_dialpad_inside_salesmate_2x.avif]()
Dialpad is the most advanced platform for business communications. We've combined all the methods of communication you use into a single platform. Calling a client? Meeting with your team? Texting a coworker?
### Quick Links
* [Connecting Dialpad](https://support.salesmate.io/hc/en-us/articles/6421925275929-Built-in-Calling-Texting-using-Dialpad-Integration)
* [Receiving a Call On An Unmatched User Account](https://support.salesmate.io/hc/en-us/articles/9333549016857-Calling-via-Dialpad#h_01GAQA5EMWD0MWCVJYA27TJG52)
* [Activity Logging From Pending Call Logs](https://support.salesmate.io/hc/en-us/articles/9333549016857-Calling-via-Dialpad#h_01GAQA5Q1MCH3387D4TVZ7NEEF)
* [Available Call Types](https://support.salesmate.io/hc/en-us/articles/9333549016857-Calling-via-Dialpad#h_01GAQA5ZRRBNHGZBJM8H27WDDB)
Upon successfully connecting, users with a **Salesmate + Dialpad** account will be able to call from **Salesmate**.
Hover over any phone number in the contact's list view, and a dropdown menu will appear with the option **Call via Dialpad**.
**Select the Dialpad option** — the call will be initiated and a Salesmate window will appear to record call notes. Once disconnected, the Salesmate calling widget will give the option to create a contact/company for unknown numbers or log calls for known contacts/companies. The user can also log the call manually by clicking the **Done** button.
![mceclip0.png]()
![14-Dialpad_Integration.png]()
***
## Receiving a call on an unmatched user account
If there are multiple users on **Dialpad** and **Salesmate** accounts, and the option to log calls for all users is selected, the following events occur when someone makes or receives a call outside Salesmate:
* Users will not see the **log call popup** while the call is in progress.
* **Once the call is completed**, the system checks:
* **a)** If an associated contact/company exists in Salesmate, the call is logged and marked as closed.\\
![15-Dialpad_Integration.png]()
* **b)** If the contact/company doesn't exist, the call log appears in recent call logs and can be manually logged later.\\
![16-Dialpad_Integration.jpg]()
All these activities or call logs are assigned to the user specified in Dialpad’s call settings.\
If the user is no longer active, the system continues to route calls to that disabled user, and someone must change the **Dialpad settings**.
***
## Activity logging from pending call logs
All calls not logged as an activity in the system appear in the **Pending** tab, where the user can take various actions depending on the call type.
![14-Dialpad_Integration__1_.jpg]()
***
## Available call types
### Contact Missed Phone Call
Options:
1. Call back
2. Manually log
3. View contact information
4. Remove
![14-Dialpad_Integration__2_.jpg]()
### Inbound/Outbound Call
Options:
1. Call back
2. Manually log
3. View contact information
4. Recording download
5. Remove recording
6. Remove
![14-Dialpad_Integration__1___1_.png]()
### Unidentified Missed Call
Options:
1. Call back
2. Create contact and log call
3. Create company and record call
4. Remove
![14-Dialpad_Integration__3_.jpg]()
### Unidentified Inbound/Outbound Call
Options:
1. Call back
2. Add contact and log call
3. Create company and record call
4. Download recording
5. Remove recording
6. Remove
![14-Dialpad_Integration__2_.png]()
***
There is also an option to **View All Call Logs**, where users can see all calls.\
The **Delete** option removes a log (only if no activity exists yet).\
**Download Recording** and **Delete Recording** appear only in full-screen mode.\
If multiple recordings exist for a contact, all can be played.
![mceclip0__3_.png]()
***
> **Note:** Power Dialer feature is supported with Dialpad.
# JustCall Calling & Texting (VoIP) Integration
Source: https://support.getskara.ai/built-in-calling-and-text/built-in-calling-or-texting-integrations/justcall-calling-texting-voip-integration
JustCall’s cloud phone system brings in VoIP based calling capabilities to Salesmate CRM. With the Click-To-Call JustCall integration, you can make and receive calls directly from Salesmate with a click of a button. All incoming and outgoing calls can be logged and recorded effortlessly.Connecting Salesmate in JustCall.
Login to your JustCall AccountFrom the menu, select Integrations.Search for “Salesmate” Integration.Click on Integrate.
![Screen_Shot_2023-05-09_at_12.46.21_PM.png]()
Now, add your Salesmate Email id, domain name and Session Key.Hit on Save and integration is completed.
![Screen_Shot_2023-05-09_at_1.05.36_PM.png]()
On successful integration, you will get below popup
![Screen_Shot_2023-05-09_at_1.10.52_PM.png]()
Details of Salesmate:
Click on the **Profile Icon** Followed by **My Account** Head over to Your Personal API Token/Access Key section.From the **Your API Session Token** section copy your Session Key / Session Token.From the URL of your profile copy your domain name.
Once the Salesmate account is integrated in JustCall, all your Contacts of Salesmate will get synced on JustCall account.Multiple user accounts could be created on JustCall and multiple Salesmate users could integrate JustCall in their respective account.
* **Calling via JustCall desktop application:** Download the desktop apps from
* [https://justcall.io/app/apps](https://justcall.io/app/apps)
Configure JustCall in Salesmate.
Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**
![mceclip0.png]()
You can setup multiple click-to-call options from pageEach click to call option will require following fieldsProvider label = JustCallSyntax = justcall://\[number]Hit on save to store all those options.
![Screen_Shot_2023-05-09_at_3.04.29_PM.png]()
Now, hit on any phone numbers or mobile number in the system then it will give you the option to select your calling choice. Select JustCall and the system will divert to JustCall desktop application.
* \*\*Calling and Texting via JustCall Chrome Extension:\*\*Download chrome extension from [https://justcall.io/crx](https://justcall.io/crx).Add the JustCall extension to your chrome browser.Right click on the phone number, select JustCall >> Call via just call **or** Text via just call.
![Screen_Shot_2023-05-09_at_3.14.13_PM.png]()
* \*\*Notes:\*\*Outbound and Inbound calls will be logged in Salesmate automatically as an Activity. Notes added on the call and **call recording** will be added to the activity description as an URL.
![Screenshot_2020-07-28_at_3.20.38_AM.png]()
Missed calls will also get logged in Salesmate as an Activity and all information will be added in activity description as an URL.
![Screenshot_2020-07-21_at_4.45.03_AM.png]()
When you dial out the call from Salesmate via Justcall, it doesn’t dial the number directly, you have to hit on Call on the JustCall app.
![Screenshot_2020-07-28_at_3.06.06_AM.png]()
Once the call is connected via just call then the activity logged in Salesmate would be marked as Completed.
![Screenshot_2020-07-28_at_3.02.41_AM.png]()
If the call is not answered or not connected then activity in Salesmate would be not marked completed.
![Screenshot_2020-07-28_at_3.03.57_AM.png]()
All outbound and inbound text will be logged as Notes in Salesmate under the record timeline.
![Screenshot_2020-07-21_at_4.45.36_AM.png]()
JustCall also provides the feature of extension number which is helpful to directly divert the call to the appropriate team member.
# Send Text Message via Dialpad
Source: https://support.getskara.ai/built-in-calling-and-text/built-in-calling-or-texting-integrations/send-text-message-via-dialpad
To start with **Sending Text Messages via Dialpad**, a user should have an active \*\*Dialpad account.
* \*\*The logged-in user’s email is checked and if the corresponding Dialpad account is found then they can send the text.NOTE - *Dialpad APIs don’t support attachments right now, so you can’t send MMS.*
* [**Sending One-to-one message**](#sending-one-to-one-message)
* [**Sending Bulk message**](#sending-bulk-message)
* [**Scheduling Text Message**](#scheduling-text-message)
* [**Send Text via Dialpad (Automation)**](#send-text-via-dialpad-automation)
### Sending One-to-one message
Clicking on any phone number will give an option to Text.Choosing Text option will open up the Salesmate Popup
It will display To numberFrom User Name (It will show the logged-in user’s email id here, can’t be edited.)Text Message (**Option to choose template**)Send / ScheduleUpon the template is selected, the system will parse the variables and show the message as below\.On Send the text will be sent from the linked user's account.
![blobid0.png]()
### Sending Bulk message
Select multiple contacts or deals to send a bulk text message.Choosing Text option will open up the Salesmate Popup.
It will display To Number (You will need to select any of the contact’s phone or mobile fields. By default **Mobile Field** will be selected)From User NameText Message (**Option to choose template**)Send / ScheduleIf you select any template then it will show the message with variables. The variables are replaced in the backend while sending messages to customers on a one-on-one basis.On Send the text will be sent from the linked user's account.
![blobid1.png]()
![blobid2.png]()
### Scheduling Text Message
You can schedule a one-to-one or bulk text message.Scheduling a message will send those texts once the predefined time has arrived.In case the user who has scheduled the message doesn’t have an active account then messages will fail from sending: “**No Dialpad account found**”.
![mceclip0.png]()
How would the Text appear to your Contact?
![mceclip1.png]()
### Send Text via Dialpad (Automation)
There is an Automation Action called **Send Text via Dialpad**
![mceclip0(1).png]()
This will follow the base rules as stated here: [Send Text](#send-text-via-dialpad-automation)The action will have a tooltip: “\*\*Send a text to the contacts via Dialpad from specified user.
* \*\*”The differences are stated here with:
The link would redirect the user to the app detail page of DialPad.In case the plan doesn’t support the DialPad, then user will get the upgrade popup on click of Install button.Instead of From Number it will ask From User (List of Salesmate users who have active Dialpad account)The texts will be sent from the Dialpad number associated with that UserFor any reason, if the selected account is no more active then message sending will fail: “No Dialpad account found”If any other error has come from Dialpad while sending the text then it will be visible with text as we do in the current system.In case DialPad account is not connected, or not installed, or not supported. A message is displayed in the popup “You need an active DialPad connection to use this feature. Click here to connect.”
![blobid6.png]()
In case DialPad account is not connected, or not installed, or not supported. A message is displayed in the popup “You need an active DialPad connection to use this feature. Click here to connect.”
![blobid8.png]()
Click on **Save**.
![blobid7.png]()
* *NOTE - Texting via Sequences from Dialpad is not available.*\*
# Built-in Calling Pricing Demystified
Source: https://support.getskara.ai/built-in-calling-and-text/calling-rates-charges/built-in-calling-pricing-demystified
Salesmate Built-in Calling offers call rates at-cost based on the rates mentioned on our
[Calling Rates page.](https://www.salesmate.io/call-rates/)
All billing is pre-paid and will be billed separately as an when you recharge your account with calling credits. Only Administrators are able to recharge the voice account with funds. If you run out of funds mid-call we will continue the call and deduct the appropriate charges next time you recharge your account.
**Note:** Calls are charged per minute, rounded up to the nearest minute.Incoming callers will be charged their normal rates.Receiving calls on your mobile will cost you a double leg.
###
* **Pricing:** Salesmate Built-in Calling is a service that enables click-to-call functionality within Salesmate. Calls are charged on a per minute basis and rates will vary based on the number being called. Each user who uses Built-in Calling Voice can have a dedicated or shared phone number which can be used to both place and receive calls. The usage costs vary by the country you're calling and where you're calling from.
###
* **Receiving calls on your mobile:** Receiving calls on your mobile will cost you a double leg.
* **For example**, if you are receiving a call in the United States on your mobile, you’d be charged 4 cents per minute (2 cents per leg x 2).
# How do you check the cost of your phone calls?
Source: https://support.getskara.ai/built-in-calling-and-text/calling-rates-charges/how-do-you-check-the-cost-of-your-phone-calls
Every call that was made or answered by each sales rep can now be seen with the help of the call logs on each number. To check the call cost :
Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**
![mceclip1.png]()
On the Salesmate Voice & Text Page hit the **Logs** TabYou will be able to see each charge on the selected numberYou can select the **number** and **duration** for which you wish to view the logs
![mceclip0.png]()
# How do you purchase/recharge phone credits?
Source: https://support.getskara.ai/built-in-calling-and-text/calling-rates-charges/how-do-you-purchaserecharge-phone-credits
Once you have enabled your phone app you will need credits to purchase your phone number and credits to start calling from Salesmate. In case you exhaust your phone credits by purchasing numbers or making calls, an error message is shown.If so, you need to recharge(add credits) before trying to purchase more numbers or make calls.
### **Topics covered:**
* [How to Add Phone Credits](#how-to-add-phone-credits)
* [How to Edit Payment Details](#how-to-edit-payment-details)
### How to Add Phone Credits
To add credits to your phone **:** Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**
![mceclip1.png]()
Click '**Credits**' tab and hit the '**Add More Credits**' link present below your credit balance.
![Screen_Shot_2023-04-10_at_6.33.17_PM.png]()
On the overlay that appears, choose the amount you want to recharge within the drop-down. (Min: $10 - Max: $1000)
![mceclip1(1).png]()
To be on the safer side and ensure that you don't run out of credits unexpectedly, enable the '**auto recharge**' checkbox.
![Screen_Shot_2023-04-10_at_6.40.37_PM.png]()
Choose the threshold amount from '**When credit limit is below**' dropdown to trigger the auto recharge. (Min: $10 - Max: $1000)Set your auto recharge amount from the '**recharge for**' dropdown. (Min: $10 - Max:$1000).Click \*\*Save.
![mceclip0.png]()
An overlay asking you to fill in your payment details appears.\*\*Note:\*\*Only while recharging for the first time you need to fill in all your details on the payment overlay. These details are saved once filled.
### How to Edit Payment Details
To edit your payment details :
Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**
![mceclip1.png]()
Under the **Credits** Tab, click on the **Add More Credits** link
![Screen_Shot_2023-04-10_at_6.33.17_PM.png]()
On the overlay which opens the current card is listed. Click **Change Card and Pay** link to change the card details and Pay.
# Why Salesmate Doesn't Provide Unlimited Calling?
Source: https://support.getskara.ai/built-in-calling-and-text/calling-rates-charges/why-salesmate-doesnt-provide-unlimited-calling
Unlimited calling plans are a popular service offered by many VoIP providers. With unlimited subscription, you can provide your agents with plenty of talk time at a great value without having to worry about unpredictable monthly usage bills.Unfortunately, these types of VoIP calling plans leave providers vulnerable to having their services abused by fraudsters. To protect themselves, VoIP providers that offer unlimited subscriptions include a “fair use” or “acceptable use” policy with their services, which places a cap on the maximum amount of call time each account can use. As a potential customer, it is important to understand that not all fair use policies are created equal.Thus, Salesmate does not provide unlimited calling to give you the flexibility a no-contract calling plan and pay for only the duration you have made the call.
# SMS Messages to Malaysia Containing Phone Numbers and URLs Will Be Blocked
Source: https://support.getskara.ai/built-in-calling-and-text/changeupdate-notifications/sms-messages-to-malaysia-containing-phone-numbers-and-urls-will-be-blocked
* *What do you need to know?*\*
Due to updated regulations to combat fraud, all SMS messages sent to Malaysia that contain any of the following content in the message body will be blocked in the near future:
* Mobile or fixed-line phone numbers
* Requests for a person’s personal information (e.g. name, identification number, card number, bank account number, etc.)
* URLs
Previously, customers could send SMS messages containing URLs and phone numbers if they were registered with Twilio before sending. Due to updated regulations to combat fraud, the Malaysian Communications and Multimedia Commission (MCMC) is now restricting the content of SMS messages sent to Malaysian mobile subscribers.
* *What do you need to do?*\*
* Avoid using URLs, requests for personal information, and phone numbers in the body of any SMS message to Malaysia. Messages with prohibited content will be blocked with error 30007, even if you have registered the phone number and/or URLs with Twilio.
# Accepted Content Types for Multi Media Messaging - MMS Support
Source: https://support.getskara.ai/built-in-calling-and-text/faqs/accepted-content-types-for-multi-media-messaging-mms-support
To send a media message, you must validate MediaUrl type when making a request to the Salesmate Programmable SMS.Salesmate checks the type of file trying to associate while texting to validate the content type of the media file. If the content-type does not match that of the media file, Salesmate will reject the request.
### **Topics covered:**
* [Media Size Limits](#media-size-limits)
* [Number of Attachments Supported](#number-of-attachments-supported)
* [Supported File Types](#supported-file-types)
### Media Size Limits
When you send an outbound message, the total message size must be under the maximum size limit as described below. A request with media or a collection of media larger than the size limit will fail with an error. For a media message, the maximum size limit is 5MB.
### Number of Attachments Supported
Twilio supports up to 10 MediaUrl attachments, as long as the total size of the message body text and all attachments is less than 5 MB. An MMS message body can be up to 1600 characters long, which equals 4.8KB or roughly 1% of the total size limit.If your message (including body text and media) is larger than 5 MB, your message request will fail.
### Supported File Types
Salesmate MMS supports MediaUrl attachments with the following image file formats:
### **Images** jpegjpgpnggif
These image file types are supported by Salesmate and will be formatted for delivery on destination devices.
\*\*Note:\*\*As of May 2021, there is an issue with Toll-Free MMS file size support; for these numbers, you must ensure that any attachments (including images) are 600kb or smaller.The following types of content are accepted by the Salesmate messaging service for Media. Requests will not be rejected, but the content will be modified for device compatibility.
### **Audio** audio/basicaudio/L24audio/mp4audio/mpegaudio/oggaudio/vnd.rn-realaudioaudio/vnd.waveaudio/3gppaudio/3gpp2audio/ac3audio/webmaudio/amr-nbaudio/amr
### **Video** video/mpegvideo/mp4video/quicktimevideo/webmvideo/3gppvideo/3gpp2video/3gpp-ttvideo/H261video/H263video/H263-1998video/H263-2000video/H264
### **Application** application/pdfapplication/vcard
# Best practices - Calling from Salesmate CRM
Source: https://support.getskara.ai/built-in-calling-and-text/faqs/best-practices-calling-from-salesmate-crm
* *Avoid using Wifi*\* Use ethernet and not WiFi. The wireless medium can cause issues with the **call quality** and hence must be avoided. Use a LAN wired connection instead of wireless.
* **Number of devices** If you are using WiFi, ensure the number of devices operating on the same channel is as **minimal** as possible. Many devices sharing the same network cause a reduction in individual devices' efficiency.
* **Voice data** Avoid transferring huge amounts of voice data in the same WiFi network as it can add to the latency.
* **High bandwidth** Using high bandwidth internet connection as lower bandwidth adds to the inherent latency involved in algorithmic processing, network traversal, etc.Local network conditions have the highest impact on voice quality. Make sure you have sufficient bandwidth and try using ethernet for voice data.
* **Check your router's configuration** If you have addressed the above issues and continue to have a jitter-related impact on your voice quality, try configuring your router with [QoS rules](http://www.pcworld.com/article/212867/optimize_your_office_router_for_voip_video.html) to prioritize traffic on the UDP ports ranging from 10000-20000.
* **Prefer wired headsets over Bluetooth ones** We recommend USB / 3.5mm headsets over Bluetooth ones. If you’re using Bluetooth headsets, connect the USB dongle for better call strength. This is because each browser behaves differently with different hardware vendors and it becomes impossibly difficult to troubleshoot such issues. Reduce ambient noise such as nearby speakers, fans, exhaust, etc.
* **Browser preference:** Use a Chrome/Firefox browser also don’t run other processor-intensive applications in parallel to Salesmate Calling. Try disabling any antivirus software if installed.
* **Modem preference:** Go for a modern, well-equipped PC with sufficient RAM. Try to have moderate tab usage (too many tabs eat up your RAM)
* **VPN:** Facing a Problem with calling using VPN Services, You will probably find the problem is coming in due to a combination of the latency and additional bandwidth limitations between your VPN provider and your Salesmate calling. The lag will be discernible, and packet loss becomes more of an issue in most cases.Might it not make more sense to not use a VPN for your VOIP calls, and rely on VOIP encryption with your Twilio as a service provider to get a better balance between quality and privacy
# Calling FAQs
Source: https://support.getskara.ai/built-in-calling-and-text/faqs/calling-faqs
* *Handling network failure instances*\* If any of the tests fail, it might be indicative of certain firewall restrictions blocking Salesmate from communicating with the internet. Here, TCP, UDP, or both of these would have failed.
The best way to go forward is to **whitelist all the IP addresses** and **open the ports** that are mentioned by Twilio. To check the whitelisted IP addresses and ports please refer: [Whitelisted IP addresses](#basic-network-terminologies-bandwidthbandwidth-describes-the-maximum-data-transfer-rate-of-a-network-or-internet-connection-it-measures-how-much-data-can-be-sent-over-a-specific-connection-in-a-given-amount-of-time-please-increase-the-network-bandwidth-if-needed-this-is-a-crucial-step-that-would-solve-most-of-your-call-quality-issues)**ICE error** Next is the ICE error which is the most common issue that you might encounter. (In this scenario, your call will be disconnected within 10 seconds. A possible solution for this is to Whitelist the IPs and open up the respective ports.The next step is to check the **number of simultaneous Salesmate connections** that Salesmate can support within your network. For example, if a team of 20 users uses Salesmate calling at the same time and if the result shows that Salesmate supports only 12 simultaneous calls, there would be time lags, call quality issues, one-way audio issues, and a high possibility of call drops.Ensure that the network test is run on every agent’s local machine, and specifically make it mandatory for ones who report facing call quality issuesYou also need to check if the local machine is connected through **LAN or the wireless channel**(LAN is always the preferred option).Also, please do check if there are other applications(of lesser priority like Youtube, Chrome, etc.) consuming the available bandwidth. If that’s the case, please ask your network/IT team to **deprioritize the other applications and give maximum priority to call and call-related activities** to have a smooth call experience.
### Basic Network Terminologies \*\*Bandwidth:\*\*Bandwidth describes the maximum data transfer rate of a network or internet connection. It measures how much data can be sent over a specific connection in a given amount of time. Please **increase** the **network bandwidth** if needed. This is a crucial step that would solve most of your call quality issues.
* \*\*Latency:\*\*The time taken by data packets to arrive at the destination. High latency can substantially degrade a caller's experience. Here are some strategies to minimize latency on your network:
Some lower bandwidth fixed internet connections can often have a higher latency. If possible, upgrade your internet connectivity.Stick to high-bandwidth connections. Mobile networks such as LTE (mobile 4G Data) can often have high latency.
* **Jitter**: Packet loss, most frequently jitter-induced packet loss, can make a big impact on your VoIP call quality. Wi-Fi can be particularly bad for creating jitters. Here are some strategies to minimize jitter on your network:
Use fixed ethernet instead of Wi-Fi whenever possibleReduce packet conflicts on Wi-Fi by reducing the number of devices operating on the same channel.Avoid large data file transfers over the same Wi-Fi environment concurrently with voice.
# Calling Limitations to China
Source: https://support.getskara.ai/built-in-calling-and-text/faqs/calling-limitations-to-china
Due to strict spam monitoring and regulations on communications terminating to China, calls with short durations (under 3 minutes) have a high chance of being blocked. This is a universal behavior for all international traffic terminating to China, and is not something unique to our platform.
* **Enabling Voice Calls to China** If your calls have an average duration of **over three minutes** and you are interested in sending traffic to China, your use-case must be qualified to meet the following guidelines:
No calls allowed with a duration shorter than 3 minutesNo unsolicited marketing callsNo high volume of repeated calls from the same origination (From) Number within a rolling hourNo calls allowed from invalid, modified, spoofed or restricted origination (From) NumbersCalls must be sent from an international, non-China number when making calls to China **Note**: Callers not adhering to these rules may be at risk of blocking without notice. Spam monitoring in China happens downstream from Salesmate, and Salesmate has no control over this process. Call delivery to China will be made on a best-effort basis.
* **Unsupported Use Cases** Shorter contact use cases with calls averaging under three minutes (one-time passwords (OTPs), voice alerts, etc.) are incompatible with these new regulations.
Customers with these unsupported use cases will not be able to place calls to China. Customers with these unsupported use cases will not be able to place calls to China, but may be better served using Programmable Messaging for these communications. For the full details on enabling messages to China, and the local sending limitations, see [China SMS Template Pre-approval Requests](https://support.salesmate.io/hc/en-us/articles/360051595051).
* **New Chinese Call Pricing Changes** From **February 28th, 2019**, there is a minimum connection charge of two minutes for all voice calls to China. This means that any calls that are 119 seconds long or shorter will be charged for two minutes of call time by default. Calls that remain connected past 120 seconds will continue to be billed in one minute (60 second) increments.
* **For example**, a call to China that is 3 minutes and 30 seconds in length would be billed at 4 minutes; the minimum connection charge for the first two minutes, and then 2 additional minutes (rounding up to the nearest minute).
# China SMS Template Pre-approval Requests
Source: https://support.getskara.ai/built-in-calling-and-text/faqs/china-sms-template-pre-approval-requests
Salesmate is no longer offering China SMS template registration. Changing regulations and heavy message blocking on seemingly legitimate registered traffic have made it impossible for Salesmate to guarantee a high-quality customer experience for SMS messages to China mobile users.After June 20, 2021 at 6 PM Pacific US time, all SMS message traffic to China sent via Salesmate will have limited support. This means that messages may deliver with a generic signature prepended to the message, and messages may deliver with arbitrary local phone numbers as the Sender ID. Salesmate will not be able to assist with undelivered messages to China.
# Click-to-Call: Make calls from Salesmate
Source: https://support.getskara.ai/built-in-calling-and-text/faqs/click-to-call-make-calls-from-salesmate
Making VOIP calls from Salesmate just got easier!Salesmate now gives you the ability to customize which app you would like to make calls from, making it possible to set up Skype calls or SMS, calls with Lync, calls via Google Voice and many SIP-based phone systems.
**Note:** A user with an administrator profile can do this.
* **To Setup the Calling Configuration:** Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Calling Configuration**
![mceclip0.png]()
Click on **Provider** to add a provider for example: "Apple"Click on \*\*Syntax \*\*to add syntax for example: "tel:\[number]"Each click-to-call option will require the following fields
* **Provider label:** This will be shown at the time of initiating calls from the screen for example: "Apple"
* **Syntax:** This will be used by Salesmate to call protocols that will be listened to by the browser or installed apps.You can set up multiple click-to-call options from the pageHit **Save** to store all those options.
![mceclip1.png]()
After this, if you hit on any phone number or mobile number in the system then it will give you the option to select your calling choice.
![mceclip3.png]()
You can check with your SIP/phone vendor for details on how to use their services with browser-based links. However, here are some of the most common syntaxes that might be useful:**skype:\[number]?call**— Skype call **skype:\[number]?chat**— Skype SMS **sip:\[number]@gateway.com**— SIP phone handler (check with your service provider for details)**facetime://\[number]**— Apple FaceTime call **tel:\[number]**— Default phone call handler **callto:\[number]**— Default phone call handler that commonly triggers a Skype call **sms:\[number]**— Default SMS handler
* **knowlarity:** [Click here](https://support.salesmate.io/hc/en-us/articles/360018477352) for Click-to-Call integration help.
* **Whatsapp:** [https://web.whatsapp.com/send?phone=\[number\]](https://web.whatsapp.com/send?phone=%5Bnumber%5D)
**Note:** This facility only allows you to make calls using the configured app and does not have the facility to record or log calls. If you are looking for features like call logging, call recording, and call transfer please refer to **Salesmate Built-in Voice & Text** OR Ring Central Integration features.
# Formatting International Phone Numbers
Source: https://support.getskara.ai/built-in-calling-and-text/faqs/formatting-international-phone-numbers
Salesmate strongly encourages
[E.164 phone number formatting](https://en.wikipedia.org/wiki/E.164)
for all phone numbers both in the ‘to’ and ‘from’ fields. This is an internationally-recognized standard phone number format that will help to ensure deliverability of calls and SMS messages across the globe.Instead of reaching out from Salesmate using an
[International Call Prefix](https://en.wikipedia.org/wiki/List_of_international_call_prefixes#Countries_by_international_prefix)
like 011, simply use an E.164 formatted phone number.
### **E.164 Phone Number Formatting** E.164 formatting for phone numbers entails the following:
A + (plus) signInternational Country Calling codeLocal Area codeLocal Phone number
For example, here’s a US-based number in standard local formatting:**(415) 555-2671**
![US_Plain.png]()
Here’s the same phone number in E.164 formatting:\*\*+14155552671 \*\*![US_e164.png]()
\*\* In the UK, and many other countries internationally, local dialing may require the addition of a '0' in front of the subscriber number. With E.164 formatting, this '0' must usually be removed.For example, here’s a UK-based number in standard local formatting: 020 7183 8750
![UK_Plain.png]()
Here’s the same phone number in E.164 formatting:\*\*+442071838750 \*\*\*![UK_e164.png]()
* *### \*\* Help with E.164 Formatting*\* If you are unsure of the correct Country code, a good reference is this Wikipedia page that [lists countries and their calling codes](https://en.wikipedia.org/wiki/List_of_country_calling_codes#Alphabetical_listing_by_country_or_region).
# How can I make calls using Google Voice?
Source: https://support.getskara.ai/built-in-calling-and-text/faqs/how-can-i-make-calls-using-google-voice
Install the chrome extension for google voice from the link provided -
[Click Here](https://chrome.google.com/webstore/detail/google-voice-by-google/kcnhkahnjcbndmmehfkdnkjomaanaooo?hl=en)
Click on **Add to Chrome** button to add the extension to your chrome browser.
![Screen_Shot_2023-05-05_at_5.16.54_PM.png]()
Further, click on **Add extension** to confirm the installation.
![mceclip0.png]()
Once done you will receive a success message saying "**Google Voice has been added to Chrome**".Finally, after adding the extension, you will be able to click on the \*\* G \*\*reen phone icon \*\* and make the calls using Google voice.
![mceclip1.png]()
**Note:** Calls are not logged inside salesmate while using the extension.
# How can I send out messages via WhatsApp to the number?
Source: https://support.getskara.ai/built-in-calling-and-text/faqs/how-can-i-send-out-messages-via-whatsapp-to-the-number
Navigate to the calling configuration page by following the steps down below
Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Calling Configuration**
![mceclip0.png]()
Now, add the provider field as **Whatsapp** and add the Syntax as [https://web.whatsapp.com/send?phone=\[number\]](https://web.whatsapp.com/send?phone=%5Bnumber%5D)
![mceclip1.png]()
Once you have set up the configuration, you will be able to send out the messages using Whatsapp.
![mceclip2.png]()
# Port an existing number
Source: https://support.getskara.ai/built-in-calling-and-text/faqs/port-an-existing-number
Salesmate supports the ability to have any of your existing phone numbers ported into your account.Porting a telephone number is a six-step process that can take up to 4 weeks depending on the type of number you are porting and the country the number is located in. The process includes a lot of coordination between your current carrier to transfer your number(s) to Salesmate. We offer these steps for the below countries :
* [Australia](https://support.twilio.com/hc/en-us/articles/226287108)
* [Austria](https://support.twilio.com/hc/en-us/articles/360058398814)
* [Belgium](https://support.twilio.com/hc/en-us/articles/360047480174)
* [Brazil](https://support.twilio.com/hc/en-us/articles/360053581833)
* [Canada](https://support.twilio.com/hc/en-us/articles/226194747)
* [Czech Republic](https://support.twilio.com/hc/en-us/articles/360060201633)
* [Denmark](https://support.twilio.com/hc/en-us/articles/360058288434)
* [France](https://support.twilio.com/hc/en-us/articles/360045761634)
* [Finland](https://support.twilio.com/hc/en-us/articles/1260806303230-Finland-Porting)
* [Germany](https://support.twilio.com/hc/en-us/articles/360052800574)
* [Ireland](https://support.twilio.com/hc/en-us/articles/360045086314)
* [Italy](https://support.twilio.com/hc/en-us/articles/360052800694)
* [Luxembourg](https://support.twilio.com/hc/en-us/articles/1260806861910-Luxembourg-Porting)
* [Mexico](https://support.twilio.com/hc/en-us/articles/360052800714)
* [Netherlands](https://support.twilio.com/hc/en-us/articles/360045086374)
* [New Zealand](https://support.twilio.com/hc/en-us/articles/360013297833)
* [Norway](#port-your-skype-or-voip-number)
* [Puerto Rico](https://support.twilio.com/hc/en-us/articles/360013201774)
* [Portugal](#port-your-google-voice-number)
* [Romania](https://support.twilio.com/hc/en-us/articles/1260806327209-Romania-Porting)
* [Spain](https://support.twilio.com/hc/en-us/articles/360053581813)
* [Slovenia](https://support.twilio.com/hc/en-us/articles/4404414486427-Slovenia-Porting)
* [Switzerland](https://support.twilio.com/hc/en-us/articles/360060109153)
United States
[United Kingdom](#united-kingdom-porting-beta)
**WARNING**: Porting a number into Salesmate may stop service of that number with your existing provider. Please ensure this does not interfere with any contract or other services you may have tied to that number or carrier.
### **Topics covered:**
* [Porting Process](#porting-process)
* [Port your Google Voice Number](#port-your-google-voice-number)
* [Port your Skype or VoIP Number](#port-your-skype-or-voip-number)
* [UK Porting Beta](#united-kingdom-porting-beta)
### Porting Process
Provide the Name of the Country and the Type of the Number you want to Port.Take a screenshot or submit an image of a **recent invoice** from the previous service provider which proves the ownership of the number (or) the Customer Service Record for the phone number.
* **Please ensure that the name & the address on the LOA match the one on the Invoice/Customer Service Record.**(LOA will be provided by the team according to different country and type of number)\*\*Please send an email to [support@salesmate.io](mailto:support@salesmate.io) with the documents and details.
* \*\*In that email include the following:
Do you need SMS functionality for the number(s)?Is this a Wireless Port? If Yes, Please share the wireless account number and PIN/Passcode.Your preferred Port request date (Your port request date should be 10-14 business days from the date the documents are verified)\*\*NOTE:\*\*The fees for porting will range from $3 to $58 per number, with the exact cost determined by the type of number and the country.Make sure to provide a local address corresponding to the location for which you're requesting porting, such as a US address for a number to be ported to the US.It's crucial that your number remains in service throughout the porting process, as any interruption could result in the cancellation of the port.Also, ensure that your account has a minimum balance of \$5 USD per number (or the cost of the number, if higher) at the time the port is completed.Once we receive the necessary documents, we can proceed with your Port In request. Please feel free to reach out if you have any questions or concerns.
### Port your Google Voice number
You can port Google Voice numbers to Salesmate as long as they are 10-digit US numbers.In order to port a number away from Google Voice, you must unlock the numbers through your [Google account](http://www.google.com/voice/unlock).Instead of an official billing document, you must submit a screenshot of the page that confirms you have unlocked the numbers in your Google account. Please take a screenshot of the Google Voice settings page making sure the unlocked phone numbers and your email address appear in the screenshot.It's important to confirm that the first name, last name, and address you provide on the Letter of Authorization match those in your profile exactly.
### Port your Skype or VoIP number
You can port non-traditional or VoIP numbers to Salesmate as long as they are 10-digit US numbers.If you do not have an official billing document, you can submit a screenshot of your account page that includes your username and the phone number(s) included in your port request.It's important to confirm that the first and last name you provide on the Letter of Authorization match the name in your account profile exactly.
### United Kingdom Porting Beta
Below are instructions for porting United Kingdom phone numbers into Salesmate.
* \*\* Submit your Porting request \*\*to \*\*[support@salesmate.io](mailto:support@salesmate.io).
* \*\* To have a successful port, you must follow these steps:
The authorized user or owner’s first and last name.We are able to port in Geographic, Non- Geographic and Tollfree numbers. Please provide the full list of numbers that you wish to port.The corresponding service address. This must be an actual physical address. PO Boxes are not valid addresses.A GNP Letter of Authority (LOA) or NGN Letter of Authority (LOA). Numbers starting with 03 and 08 fall under Non Geo (NGN). Numbers starting with 020 and 01 fall under Geo (GNP) signed by the authorized user and/or owner of the number(s). Note that the information on your LOA must match the authorized user name and service address provided by your current carrier.A Customer Service Record (CSR).A scanned (or electronic) copy of the most recent phone bill (within the last 30 days) that includes the account, owner/authorized user name, and address information for all the numbers you’d like to port.Tip: Read the most [common reason for rejections](https://support.salesmate.io/hc/en-us/articles/360006986131-Why-was-my-port-request-rejected-) to avoid them.\*\*Number gets approved by Salesmate.
* \*\* If everything in Step 1 was done correctly, you can expect Salesmate to approve your port request in 24 hours.\*\*Number is Submitted to Carrier Partner.
* \*\* This can take up to 24 hours. Your request is then submitted to your soon-to-be former carrier as a port request. During this time, do not close your account with your carrier and keep your numbers active.\*\*Carrier Partner reaches out to Losing Carrier.
* \*\* This can take one (1) week to complete.**Response from the carrier**. At this point, your request will either be approved or rejected:- **Approved:** If approved, then you will receive a porting date of when your number will be ported to Salesmate.
* **Rejected:** Rejections can occur for a variety of reasons, such as an incorrect PIN for an account, an address or zip code that doesn’t match the current carrier’s record or a port request made by an unauthorized user on the account. [Read more about common reasons for port request rejections here.](https://support.salesmate.io/hc/en-us/articles/360006986131-Why-was-my-port-request-rejected-) Additionally, you will likely need to reach out to your losing carrier to find out what’s needed to move forward. Depending on the needs of the carrier, this will add an undetermined amount of time to your porting request.
* \*\*Salesmate reaches out to you with your porting date.\*\*Salesmate will send you an email of your porting date for when your number will be transferred to Salesmate. Once your date has passed and you’ve verified the number has transferred to your Salesmate account, you can begin using your number.
* **We charge a one-time port-in fee for the United Kingdom and Canada for more details please reach out to us on chat or email [support@salesmate.io](#port-your-google-voice-number)**
# Why is my number shown as "SPAM LIKELY" or "SPAM RISK" or "SCAM LIKELY"?
Source: https://support.getskara.ai/built-in-calling-and-text/faqs/why-is-my-number-shown-as-spam-likely-or-spam-risk-or-scam-likely
Your contacts might see calls from your number(s) displayed as “SPAM LIKELY” or "SPAM RISK" or "SCAM LIKELY" on their Caller ID. Each phone carrier keeps a list of numbers they determine to be spam risks based on the history of the number. Unfortunately, there is no central database or service so far that manages this number designation.
![Spam_Scam_Likely.png]()
### What causes the SCAM/SPAM designation?
Here are the most obvious reasons for designation:The volume of Outbound Calls Per Day Per Number
Someone Flagged a call from your number in that carrier's app as spam Outbound Caller ID number is not set properly from your system and incomplete will probably be flagged as spam automatically.
### Some background:
In response to the growing number of scam calls to mobile phones, many carriers and third parties have created tools to identify and block scam calls. Unfortunately, these tools aren’t perfect. Businesses may have their numbers incorrectly marked by scam ID technology, particularly when calling cell numbers.Each carrier has a feature or app, which is automatically enabled on mobile devices. When someone calls one of these devices, the carrier checks the number against its database of reported scam numbers. If the source matches a reported scam number, the person being called sees a message that says “Scam Likely” alongside standard caller ID. The user can then decide whether or not to answer the call.In addition to Scam ID, Carriers also allow customers to opt into a Scam Block feature that prevents all Scam Likely calls from reaching the user’s phone. All carriers now have introduced their own paid and free versions of this service. Third-party apps also allow smartphone users to detect, report and block scam calls.The Scam Likely Caller ID features will sometimes mark legitimate calls incorrectly. Some people may report your number without answering the phone. If this happens enough, your number will be marked Scam Likely.Carriers are also deploying algorithms in their networks to detect a large number of phone calls originating from a common Caller ID number. They designate these calls as SPAM and display a “SPAM” message on the display of the receiving phone.
### Solution:
The quickest solution is to acquire a new inbound number and use it in place of the number that is getting the SPAM/SCAM reports. But note, when you acquire a number it may come with a history that also causes it to experience the same issue, so always test some calls to verify the number is being treated well by the Carriers. Get your numbers registered at Free Caller Registry -
[https://www.freecallerregistry.com/fcr/](#a-third-party-service-that-may-help)
and
[https://www.calltransparency.com/](#a-third-party-service-that-may-help)
. This helps register/white-list your numbers with the major carriers and reduces the chances of them being flagged. All numbers and information provided will be shared with all three Carrier Spam Monitoring Partners - HIYA, TNSI, and First Orion. If you only do ONE thing on this list, do this. Getting your numbers registered has shown to be highly effective in protecting them from being flagged for many of the reasons listed above.
### How to request your number be removed from SPAM/SCAM designations:
You can use the links or email addresses below to register legitimate numbers and also address any incorrect labeling or call blocking with other carriers:**AT & T:**
[https://hiyahelp.zendesk.com/hc/en-us/requests/new?ticket\_form\_id=824667](#how-to-request-your-number-be-removed-from-spamscam-designations)
**Sprint, Verizon, U.S. Cellular:**
[https://reportarobocall.com](#a-third-party-service-that-may-help)
**Comcast, Charter, Cox, Altice, and other fixed lines (VoIP) providers, email Nomorobo for call blocking services:**
[reports@nomorobo.com](http://support.turbodial.biz/docs/frequently-asked-questions/my-numbers-are-labeled-spam-risk-on-caller-ids-what-do-i-do/reports@nomorobo.com)
### Popular spam block apps:
In addition, here are some of the most popular spam blocking apps and contact info if you wish to reach out about being unflagged with their apps.
* * * * **Robokiller:** Most popular call blocking app, millions of people have this application. Once you are blocked by them, every single user with the app will automatically have your number blocked.
Contact Info:
* [support@robokiller.com](mailto:support@robokiller.com)
* **Nomorobo:** No Scoring/Rating System. Very Popular Call Blocking App. Winner of FTC Robocall Challenge
Email:
* [reports@nomorobo.com](mailto:reports@nomorobo.com)
* **Icehook:** Will be marked as spam if it falls into "highly\_likely" / 81-100 Risk Level Range
Contact Info:
* [https://www.icehook.com/contact](#a-third-party-service-that-may-help)
* **TrueSpam:** Uses 0 - 100 Scale, Flags occur @ 60 & above score
Contact Info:
* [https://www.truecnam.com/contact\_us](#a-third-party-service-that-may-help)
* **Telo:** Nuisance Score Flagged at 65 & above. We flag at a score of 65 to notify you before it becomes a nuisance type call at the threshold of 70.
Contact Info:
* [https://www.telo.com](https://www.telo.com/)
### A third-party service that may help:
Register your numbers with
[https://calltransparency.com/](#a-third-party-service-that-may-help)
Look into Caller ID Reputation Services like
[https://calleridreputation.com/](#a-third-party-service-that-may-help)
# Why was my port request rejected?
Source: https://support.getskara.ai/built-in-calling-and-text/faqs/why-was-my-port-request-rejected
Although most numbers are portable, there are several common reasons why a port request may be initially rejected by the carrier losing the numbers. In nearly all cases, these rejections can be remedied by the rightful user of the phone number such that the port request will be able to proceed.The best way to prevent your port request from being rejected is to make sure you submit the exact information that your current carrier has on file. It’s a good idea to contact your current carrier in advance to verify this information. The surest way to reduce the likelihood of a port rejection is to obtain a Customer Service Record (CSR) from your current carrier.Below is a list of common reasons for a port request rejection:**Unsatisfactory Business Relationship** This typically means that either you have an unpaid balance or the carrier charges a port away fee.To resolve this rejection you must pay any outstanding balance/fee to your current carrier.Once this is resolved, send us an email and we will resubmit the port request.
* **All Data Mismatch / Name Mismatch / Address Mismatch** This means that the information you submitted on your Letter of Authorization (LOA) is different from what is on file with your carrier in their Customer Service Record (CSR). A CSR is a copy of how your telephone records appear in the telephone company’s database. In order to ensure a port request’s likely success, the information on the Letter of Authorization (LOA) – particularly the authorized user, service address, and zip code – should exactly match the information on the CSR.To resolve this rejection, contact the carrier to update your information. You may need to talk to your carrier's porting team to get a copy of the CSR for your account.Once they update your information, send us an email and we will resubmit the port request. Alternatively, send us a new LOA with the correct information.
* **Number is Inactive** Your numbers must be in service with the losing carrier.To resolve this rejection, contact the losing carrier to reinstate the number.Once the number is reactivated, send us an email and we will resubmit the port request.
* **Unauthorized Signature** This means that the person authorized to make changes on the account is not the person who signed the Letter of Authorization (LOA).To resolve this rejection, contact the carrier to update the person authorized to make changes on the account.Once they update your information, send us an email and we will resubmit the port request. Alternatively, send us a new LOA with the correct signature.
* **Wrong Wireless Account Pin** In order to port wireless numbers, you must submit a PIN. Please note that the PIN is sometimes the last four digits of the account holder’s Social Security Number.To resolve this rejection, contact the carrier to obtain the PIN number they have on file.Once you have the correct PIN number send us an email and we will resubmit the port request.
* **Incorrect / Missing Account Number** To resolve this rejection, contact your losing carrier to obtain the account number they have on file. Once you have this information send us an email and we will resubmit the port request.
* **Unlock Google Voice** All Google Voice numbers must be unlocked before they can be ported out. To unlock the number visit this link: [www.google.com/voice/unlock](http://www.google.com/voice/unlock) Once you have unlocked your number send us an email and we will resubmit the port request.
* **Invalid Billing Telephone Number** A billing telephone number is typically a master number used to identify an account with many phone numbers.To resolve this rejection, contact the losing carrier to obtain the billing telephone number they have on file. Once you have this information send us an email and we will resubmit the port request.
* **Number is Unportable** Regretfully, there are some regions from which Salesmate can’t port phone numbers.Have you considered the alternative?
Buy a Salesmate Number - Search for available Salesmate numbers in your area **Resold Account** To resolve this rejection, please contact your service provider and request a CSR (Customer Service Record) or provide detailed directions on how to port the number away.
# Acceptable Use Policy
Source: https://support.getskara.ai/built-in-calling-and-text/legal/acceptable-use-policy
This Acceptable Use Policy (“**AUP**”) describes rules that apply to any party (“**you**”, “**your**”, “**yours**”, or “**Customer**”) using any products and services provided by Salesmate or any of its affiliates (“**Services**”) and any user of the Services, including via any products and services provided by Customer (“**End User**”). Salesmate together with its affiliates will be referred to as "**Salesmate**" in this AUP. The prohibited conduct in this AUP is not exhaustive. The customer is responsible for its End Users’ compliance with this AUP. If Customer or any End User violates this AUP, Salesmate may suspend Customer’s use of the Services. This AUP may be updated by Salesmate from time to time upon reasonable notice, which may be provided by posting an updated version of this AUP here or as per changes at [https://www.twilio.com/legal/aup](https://www.twilio.com/en-us/legal/aup).
* *No Inappropriate Content or Users*\*. Do not use the Services to transmit or store any content or communications (commercial or otherwise) that is illegal, harmful, unwanted, inappropriate, or objectionable, including, but not limited to, content or communications that Salesmate determines (a) is false or inaccurate; (b) is hateful or encourages hatred or violence against individuals or groups; or (c) could endanger public safety. This prohibition includes use of the Services by a hate group. The customer and its End Users are also prohibited from using the Services to promote, or enable the transmission of or access to, any prohibited content or communications described in this paragraph.
* *Prohibited Activities*\*. Do not use the Services to engage in or encourage any activity that is illegal, deceptive, harmful, a violation of others’ rights, or harmful to Salesmate business operations or reputation, including:
* **Violations of Laws or Standards**. Violating laws, regulations, governmental orders, industry standards, or telecommunications providers' requirements or guidance in any applicable jurisdiction, including any of the foregoing that require (a) consent be obtained prior to transmitting, recording, collecting, or monitoring data or communications or (b) compliance with opt-out requests for any data or communications.
* **Interference with the Services**. Interfering with or otherwise negatively impacting any aspect of the Services or any third-party networks that are linked to the Services.
* **Reverse Engineering**. Reverse engineering, copying, disassembling, or decompiling the Services.
* **Falsification of Identity or Origin**. Creating a false identity or any attempt to mislead others as to the identity of the sender or the origin of any data or communications.
* *No Service Integrity Violations*\*. Do not violate the integrity of the Services, including:
* **Bypassing Service Limitations**. Attempting to bypass, exploit, defeat, or disable limitations or restrictions placed on the Services.
* **Security Vulnerabilities**. Finding security vulnerabilities to exploit the Services or attempting to bypass any security mechanism or filtering capabilities.
* **Disabling the Services**. Any denial of service (DoS) attack on the Services or any other conduct that attempts to disrupt, disable, or overload the Services.
* **Harmful Code or Bots**. Transmitting code, files, scripts, agents, or programs intended to do harm, including viruses or malware, or using automated means, such as bots, to gain access to or use the Services.
* **Unauthorized Access**. Attempting to gain unauthorized access to the Services.
* *Data Safeguards*\*. Customer is responsible for determining whether the Services offer appropriate safeguards for Customer’s use of the Services, including, but not limited to, any safeguards required by applicable law or regulation, prior to transmitting or processing, or prior to permitting End Users to transmit or process, any data or communications via the Services.
* *Service and Country-Specific Requirements*\*. Additional requirements for specific (a) Services, including any country-specific requirements, and (b) products and services that are purchased from Salesmate, but provided, or otherwise made available, by a third party are, in either case, set forth at [https://www.twilio.com/legal/service-country-specific-terms](https://www.twilio.com/content/twilio-com/global/en-us/legal/service-country-specific-terms) and apply solely to the extent Customer uses those specific (i) Services or (ii) third-party products and services.
Violations of this AUP, including any prohibited content or communications, may be reported to [https://www.twilio.com/help/abuse](https://www.twilio.com/help/abuse). The customer agrees to immediately report any violation of this AUP to Salesmate and provide cooperation, as requested by Salesmate, to investigate and/or remedy that violation.
# Salesmate Messaging Policy
Source: https://support.getskara.ai/built-in-calling-and-text/legal/salesmate-messaging-policy
This Messaging Policy applies to SMS, MMS and Chat messaging channels. We all expect that the messages we want to receive will reach us, unhindered by filtering or other blockers. An important step Salesmate and our customers can take to make that expectation a reality is to prevent and eliminate unwanted messages. Towards that end, we strive to work with our customers so that messages are sent with the consent of the message recipient, and that those messages comply with applicable laws, communications industry guidelines or standards, and measures of fairness and decency.
This principle is central to the
[Salesmate Acceptable Use Policy.](https://support.salesmate.io/hc/en-us/articles/22747336265369/preview/eyJhbGciOiJIUzI1NiJ9.eyJpZCI6MjI3NDczMzYyNjUzNjksInJldmlzaW9uX2lkIjoiMDFIOVQ2UUFNUjVRTVo3UjRFWUhHQVNWUVEiLCJleHAiOjE2OTQxNzM5Mjd9.K50Hs7mxToH8mYdzn3a5vK6yp9AjU_Ty3XdpqrF2FrM)
### Salesmate Messaging
Salesmate treats all messaging transmitted via Salesmate platform using native or any other VoIP integration - regardless of use case or phone number type (*e.g.,* long code, short code, or toll-free) - as Application-to-Person (A2P) messaging. All A2P messages originating from Salesmate are subject to this Messaging Policy, which covers rules and /or prohibitions regarding:
* Consent ( “opt-in”);
* Revocation of Consent (“opt-out”);
* Sender Identification;
* Messaging Usage;
* Filtering Evasion; and
* Enforcement.
This policy applies to all customers who use Salesmate messaging channels. If you provide your own end users or clients with the ability to send messages through Salesmate, for example as an ISV (Independent Software Vendor), you are responsible for the messaging activity of these users. You must ensure that any messaging activity generated by your users is in compliance with Salesmate policies.
### Consent / Opt-in
### What Is Proper Consent?
* Consent can't be bought, sold, or exchanged. For example, you can't obtain the consent of message recipients by purchasing a phone list from another party.
* Aside from two exceptions noted later in this section, you need to meet each of the consent requirements listed below. If you are a software or platform provider using the Salesmate platform for messaging within your application or service, you must require your customers to adhere to these same requirements when dealing with their users and customers.
* *Consent Requirements*\*
* Prior to sending the first message, you must obtain agreement from the message recipient to communicate with them - this is referred to as "consent", You must make clear to the individual they are agreeing to receive messages of the type you're going to send. You need to keep a record of the consent, such as a copy of the document or form that the message recipient signed, or a timestamp of when the customer completed a sign-up flow.
* If you do not send an initial message to that individual within a reasonable period after receiving consent (or as set forth by local regulations or best practices), then you will need to reconfirm consent in the first message you send to that recipient.
* The consent applies only to you, and to the specific use or campaign that the recipient has consented to. You can't treat it as blanket consent allowing you to send messages from other brands or companies you may have, or additional messages about other uses or campaigns.
* Proof of opt-in consent should be retained as set forth by local regulations or best practices after the end user opts out of receiving messages.
* *Alternative Consent Requirements*\*
* While **consent is always required** and the consent requirements noted above are generally the safest path, there are two scenarios where consent can be received differently.
* **Contact initiated by an individual**
* If an individual sends a message to you, you are free to respond in an exchange with that individual. For example, if an individual texts your phone number asking for your hours of operation, you can respond directly to that individual, relaying your open hours. In such a case, the individual’s inbound message to you constitutes both consent and proof of consent. Remember that the consent is limited only to that particular conversation. Unless you obtain additional consent, don't send messages that are outside that conversation.
* *Informational content to an individual based on a prior relationship*\*
* You may send a message to an individual with whom you have a prior relationship, provided that individual provided their phone number to you, has taken some action to trigger the potential communication, and has not expressed a preference to *not* receive messages from you. Actions can include a button press, alert setup, appointments, or order placements. Examples of acceptable messages in these scenarios include appointment reminders, receipts, one-time passwords, order/shipping/reservation confirmations, drivers coordinating pick-up locations with riders, and repair persons confirming service call times.
* The message can't attempt to promote a product, convince someone to buy something, or advocate for a social cause.
* *Periodic Messages and Ongoing Consent*\*
* If you intend to send messages to a recipient on an ongoing basis, you should confirm the recipient’s consent by offering them a clear reminder of how to unsubscribe from those messages using standard opt-out language (defined below). You must also respect the message recipient’s preferences in terms of frequency of contact. You also need to proactively ask individuals to reconfirm their consent as set forth by local regulations and best practices.
* *Identifying Yourself as the Sender*\*
* Every message you send must clearly identify you (the party that obtained the opt-in from the recipient) as the sender, except in follow-up messages of an ongoing conversation.
* *Opt-out*\*
* The initial message that you send to an individual needs to include the following language: “Reply STOP to unsubscribe,” or the equivalent using another standard opt-out keyword, such as STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT.
* Individuals must have the ability to revoke consent at any time by replying with a standard opt-out keyword. When an individual opts out, you may deliver one final message to confirm that the opt-out has been processed, but any subsequent messages are not allowed. An individual must once again provide consent before you can send any additional messages.
### **Usage Limitations**
* *Content We Do Not Allow*\*
The key to ensuring that messaging remains a great channel for communication and innovation is preventing abusive use of messaging platforms. That means we never allow some types of content on our platform, even if our customers get consent from recipients for that content. [Salesmate Acceptable Use Policy](https://support.salesmate.io/hc/en-us/articles/22747336265369/preview/eyJhbGciOiJIUzI1NiJ9.eyJpZCI6MjI3NDczMzYyNjUzNjksInJldmlzaW9uX2lkIjoiMDFIOVQ2UUFNUjVRTVo3UjRFWUhHQVNWUVEiLCJleHAiOjE2OTQxNzM5Mjd9.K50Hs7mxToH8mYdzn3a5vK6yp9AjU_Ty3XdpqrF2FrM) prohibits sending any content that is illegal, harmful, unwanted, inappropriate, objectionable, confirmed to be criminal misinformation or otherwise poses a threat to the public, even if the content is permissible by law. Other prohibited uses include:
* Anything that is illegal in the jurisdiction where the message recipient lives. Examples include, but are not limited to:
* \*\*Cannabis.
* \*\* Messages related to cannabis are not allowed in the United States as federal laws prohibit its sale, even though some states have legalized it. Similarly, messages related to CBD are not permissible in the United States, as certain states prohibit its sale. Carriers defines a cannabis message as any message that relates to the marketing or sale of a cannabis product, regardless of whether or not those messages explicitly contain cannabis terms, images, or links to cannabis websites.
* **Prescription Medication**. Offers for prescription medication that cannot legally be sold over the counter are prohibited in the United States.
* Hate speech, harassment, exploitation, abusive, or any communications that originate from a hate group.
* Fraudulent messages.
* Malicious content, such as malware or viruses.
* Any content that is designed to intentionally evade filters (see below).
* *Country-Specific Rules*\*
* All messages should comply with the rules applicable to the country in which the message recipient lives, which can be found in our
* [Country-Specific Guidelines](https://www.twilio.com/guidelines/sms)
. Additionally, Salesmate has
[Country Specific Requirements](https://www.twilio.com/en-us/legal/service-country-specific-terms)
for select countries, which you should review prior to sending a message to recipients in or from those countries.
* *Age and Geographic Gating*\*
* If you are sending messages in any way related to alcohol, firearms, gambling, tobacco, or other adult content, then more restrictions apply. In addition to obtaining consent from every message recipient, you must ensure that no message recipient is younger than the legal age of consent based on where the recipient is located. You also must ensure that the message content complies with all applicable laws of the jurisdiction in which the message recipient is located or applicable communications industry guidelines or standards.
* You need to be able to provide proof that you have in place measures to ensure compliance with these restrictions.
### Messaging Policy Violation Detection and Prevention Evasion
* Customers may not use Twilio’s platform to evade Twilio’s or a telecommunications provider’s unwanted messaging detection and prevention mechanisms. Subject to
* [Salesmate Privacy Notice](https://www.twilio.com/en-us/legal/privacy)
, Twilio collects and monitors the content of text messages that are transmitted via Twilio’s platform to certain countries in order to detect spam, fraudulent activity, and violations of
[Salesmate Acceptable Use Policy](https://support.salesmate.io/hc/en-us/articles/22747336265369/preview/eyJhbGciOiJIUzI1NiJ9.eyJpZCI6MjI3NDczMzYyNjUzNjksInJldmlzaW9uX2lkIjoiMDFIOVQ2UUFNUjVRTVo3UjRFWUhHQVNWUVEiLCJleHAiOjE2OTQxNzM5Mjd9.K50Hs7mxToH8mYdzn3a5vK6yp9AjU_Ty3XdpqrF2FrM)
. For more information on the collection and monitoring of text message content in certain countries, please review
[Twilio’s Country Specific Requirements, which are part of Twilio’s Acceptable Use Policy.,](https://www.twilio.com/en-us/legal/service-country-specific-terms#country-specific-requirements)
[RingCentral SMS MMS Content Policies](https://www.ringcentral.com/legal/sms-mms-content-policies.html)
, etc.
Examples of prohibited practices include:
* Content designed to evade detection. As noted above, we do not allow content which has been specifically designed to evade detection by unwanted messaging detection and prevention mechanisms. This includes intentionally misspelled words or non-standard opt-out phrases which have been specifically created with the intent to evade these mechanisms.
* Snowshoeing. We do not permit snowshoeing, which is defined as spreading similar or identical messages across many phone numbers with the intent or effect of evading unwanted messaging detection and prevention mechanisms.
* Other practices identified and prohibited by this policy and
* [Salesmate Acceptable Use Policy.](https://support.salesmate.io/hc/en-us/articles/22747336265369/preview/eyJhbGciOiJIUzI1NiJ9.eyJpZCI6MjI3NDczMzYyNjUzNjksInJldmlzaW9uX2lkIjoiMDFIOVQ2UUFNUjVRTVo3UjRFWUhHQVNWUVEiLCJleHAiOjE2OTQxNzM5Mjd9.K50Hs7mxToH8mYdzn3a5vK6yp9AjU_Ty3XdpqrF2FrM)
### How We Handle Violations
* When we identify a violation of these principles, where possible, we will work with customers in good faith to get them back into compliance with this policy. However, to protect the continued ability of all our customers to freely use messaging for legitimate purposes, we reserve the right to suspend or remove access to Twilio’s platform for customers or customers’ end users’ that we determine are not complying with the Messaging Policy, or who are not following the law in any applicable area or applicable communications industry guidelines or standards, in some instances with limited notice in the case of serious violations of this policy.
### Carrier fees and account restrictions
* Accounts in violation of Salesmate or any VoIP provider or carrier that Salesmate integrates with natively or otherwise of the rules and regulations may be subject to reduced deliverability of messages, additional campaign registration requirements and fees, suspension of service, or termination of service in addition to fines and other penalties passed through Salesmate by the carriers.
* It is your responsibility to be aware of any additional restrictions or changes to policies, regulations, and laws when sending SMS messages, and to adhere to any and all policies related to the recipient number.
# How can I change my phone number settings?
Source: https://support.getskara.ai/built-in-calling-and-text/setting-up-salesmate-voice-text/how-can-i-change-my-phone-number-settings
In Salesmate, you are free to configure each phone number you purchase separately and give it a custom name, record calls, and also use a personalized message to greet your callers when you’re away.
* [Assign Users to this Number](#assign-users-to-this-number)
* [Setup Ringing Type](#setup-ringing-type)
* [Voice Format Configuration](#voice-format-configuration)
* [Call Hold Music](#call-hold-music)
* [Voicemail](#voicemail)
* [Call recording](#call-recording)
* [Call Masking](#call-masking)
Here's how to do it :
Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**
![mceclip0.png]()
From the list of phone numbers purchased, select the number you’d like to customizeClick on \*\* Actions >>\*\*Edit \*\*.
![mceclip6.png]()
### ASSIGN USERS TO THIS NUMBER
![mceclip4.png]()
### SETUP RINGING TYPE
* **Sequential Ringing:** All the selected users will get an incoming call in a sequence. The sequence depends on which user has taken the last call. If a user is unavailable, the call will be forwarded to the next user.
* **Simultaneous Ringing:** All the selected users who are online will get an incoming call simultaneously.
![Screenshot_2023-05-31_at_11.22.42_AM.png]()
### VOICE FORMAT CONFIGURATION
Salesmate allows you to configure Welcome Message for your Customers when they call you, message can be your voice recording which can be pushed as an attachment or it can be a Text Format which would be read and converted to a standard audio format.Setup the **voice format configurations** as a recorded message OR text:**Welcome** MessageMessage when the user is **busy** Message when the user is **unavailable** You can attach Simple Text in the Text Box for the above three messages and they will be converted to Audio format as messages to your calling customers.
### If you want to personalize it with your own powerful voice, you can click on Audio radio button and upload the file after recording.
* **Drag** and **Drop** a file on the section or Click to uploadThe system accepts an \*\* audio **files** of (**MP3**) Format, for a maximum size of \*\* 5MB \*\*
![Screenshot_2023-05-31_at_11.25.16_AM.png]()
### CALL HOLD MUSIC
You can choose to set a call hold music, one which is the default of Salesmate OR upload an mp3 file.
![Screenshot_2023-05-31_at_11.26.33_AM.png]()
### VOICEMAIL
Allow contacts to drop **voicemail** when users are unable to take their call.
![Screenshot_2023-05-31_at_11.28.02_AM.png]()
### CALL RECORDING
Automatically **record** all inbound and outbound call for this number. (You can disable recording during the call)
![Screenshot_2023-05-31_at_11.29.12_AM.png]()
### CALL MASKING
You can refer to the article
[How to make calls using your own number?](https://support.salesmate.io/hc/en-us/articles/360036859412)
![Screenshot_2023-05-31_at_11.30.34_AM.png]()
# How can I Stop Receiving or Block Incoming Phone Calls?
Source: https://support.getskara.ai/built-in-calling-and-text/setting-up-salesmate-voice-text/how-can-i-stop-receiving-or-block-incoming-phone-calls
For Salesmate Privacy and user protection is of utmost importance and is being prioritized overall.Hence, Salesmate gives users an option for blocking Numbers that are unwanted or SPAM calls.While all Salesmate phone numbers go through a rapid testing process before they're made available for purchase to our esteemed customers, some SPAM or unwanted calls may continue to reach your purchased numbers.To overcome this challenge Salesmate offers an option to prevent these calls from becoming a problem.Topics Covered:
* [How to Block the Numbers](#how-to-block-the-numbers)
* [How to Unblock the Numbers](#how-to-unblock-the-numbers)
### How to Block the Numbers
Please follow the below steps to Block Numbers in Salesmate:
Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**
![mceclip1.png]()
Under Voice, Click on the **Blocked Numbers** Tab.You will find all the previously Blocked Numbers on this screen.To Block, Numbers click on \*\*Add Number.
![mceclip0.png]()
Add the number that you would like to block.
![mceclip1(1).png]()
Manually Type in the **Number** you would like to Block.Click on \*\*Save.
* \*\*Once saved, You can find the Number in the Block List.
You can also Block Numbers from the Call Icon above on the header section:
Click on **Call Icon** in the header section.Go to **Pending**,**Recent**,**Missed**, or **VM's** Tab.Click on the **Three Dots** Action Menu available against each Number.Select the **Block this Number** option.
![mceclip3.png]()
### How to Unblock the Numbers
In case you have blocked a number mistakenly, don't worry you can always unblock the number.
To Unblock the Number you can hit the **Unblock** Button available under the **Actions** against each Number.
![mceclip2.png]()
# How do you Add/Update Contact On or After a Call?
Source: https://support.getskara.ai/built-in-calling-and-text/setting-up-salesmate-voice-text/how-do-you-addupdate-contact-on-or-after-a-call
In Salesmate, with the inbuilt phone, all phone calls you make, receive, and miss is automatically logged. Call logs come in handy when you need to add new leads or contacts after having conversed with them over the phone. It doesn’t always have to be new leads or contacts, existing contacts and leads might call you from a number that isn’t registered in your account. In such cases, you can attach the call log to the relevant records and follow up with them.
* **How to Add/Update Contact**,
* [Adding a missed call](#adding-a-missed-call)
* [While on the call](#while-on-the-call)
* [After the call](#after-the-call)
### Adding a missed call :
Navigate to the Phone Icon on the top rightClick on to **Missed** tab.Hover over the number and click on the \*\*three-dotted button to Add it as a contact.
![mceclip0.png]()
### While on the call :
On the pop-up, hit the **Add Contact** button.
* **Update** the contact details.Hit **Save** to add the contact.
![mceclip1.png]()
If the call is from an identified contact you can simply hit on the maximize icon to open up the details of the contact.
![mceclip2.png]()
### After the call :
On the pop-up, hit the **Add Contact** buttonUpdate the contact detailsHit **Save** to add the contact
![mceclip3.png]()
# How do you assign phone numbers to the teammates?
Source: https://support.getskara.ai/built-in-calling-and-text/setting-up-salesmate-voice-text/how-do-you-assign-phone-numbers-to-the-teammates
After purchasing phone numbers, you can assign the numbers to individual users. Using the numbers assigned to them, they can make calls. To assign phone numbers to a **user :** Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**
![mceclip1.png]()
From the list of phone numbers purchased, select the number you’d like to customize.Click on \*\* Actions >>\*\*Edit \*\*.
![mceclip6.png]()
To assign a phone number to an individual, under the **SELECTED USER** section add the user/s you want to assign this number to.
![mceclip4.png]()
On assigning the phone number to a user the **'Make a call button'** on the top bar will get activatedOn the **Make a call** button you will find the numbers listed under **From** assigned to the respective user \*\*![mceclip5.png]()
\*\*
# How do you create an activity after or during a call?
Source: https://support.getskara.ai/built-in-calling-and-text/setting-up-salesmate-voice-text/how-do-you-create-an-activity-after-or-during-a-call
Customers might call you for a number of reasons. They might want a trial period extension, new features, or simply have their calls returned. To help you engage, prioritize, and manage calls better, Salesmate lets you take notes during the call and create activities soon after your call has ended.
### **Topics covered:**
* [Logging an Incoming Call](#logging-an-incoming-call)
* [Logging an Outgoing Call](#logging-an-outgoing-call)
* [Logging a Missed Call](#logging-a-missed-call)
***
### Logging an Incoming Call
To log an incoming call after the call is completed:
If the phone number of the contact is added in Salesmate, the contact name will be displayed when the incoming call comes in.
![Incoming call popup]()
1. Select the **Outcome** of the call from the Outcome list.
![Select outcome]()
2. Click on **Log as a New Activity**. You can also select the option to log the **Activity Manually**.
![Log as new activity]()
The incoming calls are logged as:
`Inbound call with {Contact Name}`
![Logged inbound activity]()
You can view the activity on the timeline of the contact.
![Activity on contact timeline]()
***
### Logging an Outgoing Call
You can log your call with relevant notes and outcome once the call to your customer is completed. To log the outgoing call:
1. Select the **Outcome** of the call from the Outcome list.
![Select outcome outgoing]()
2. Click on **Log as a New Activity**. You can also select the option to log the **Activity Manually**.
![Log outgoing activity]()
The outgoing calls are logged as:
`Outbound call with {Contact Name}`
![Logged outbound activity]()
You can view the logged activity on the timeline of the contact.
![Logged activity timeline]()
***
### Logging a Missed Call
* **Timeline view:**![Missed call timeline]()
When you are unavailable, you will find an activity listed as:
`Missed Call - From {Contact Name}`
under **All Open Activities**.
![Missed call activity list]()
**Note:** If there is no contact name available, the activity will be logged as:
`Missed Call - From {Contact.Number}`
# How do you disable/ remove the calling app?
Source: https://support.getskara.ai/built-in-calling-and-text/setting-up-salesmate-voice-text/how-do-you-disable-remove-the-calling-app
In Salesmate, to be able to stop calling out of the app using Salesmate Calling. You will need to deactivate the app. Here's how to do it :
Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**
![mceclip1.png]()
Click on \*\*Remove.
![Screenshot_2023-05-31_at_12.46.37_PM.png]()
You will be **prompted to Confirm** if you want to disable the Salesmate Voice & Text app.
![mceclip0.png]()
\*\*Note:\*\*Please note this action is irreversible. Contact Support to enable Calling in your account.
# How do you enable call recording?
Source: https://support.getskara.ai/built-in-calling-and-text/setting-up-salesmate-voice-text/how-do-you-enable-call-recording
Call recordings are a great way to analyze conversations. Listening to call recordings offers a fresh perspective and reveals details that might have been overlooked when you or your sales reps were on the call. Use these calls for training purposes for future calls.In Salesmate you’d be able to associate call recordings to the concerned contacts and also add new contacts for the same.
### To enable call recording,
Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**
![mceclip1.png]()
Hover over the number under **Actions**, and click on \*\*Edit.
![mceclip6.png]()
If you haven’t purchased a number yet, click on [Buy phone number.](https://support.salesmate.io/hc/en-us/articles/360004733031) On the Edit Phone Number page, enable the option of \*\* Call **Recording** to record all incoming and outgoing calls to that phone number.Click on\*\* Save.\*\*
![Screenshot_2023-05-31_at_12.09.59_PM.png]()
# How do you set your phone's availability status & device settings?
Source: https://support.getskara.ai/built-in-calling-and-text/setting-up-salesmate-voice-text/how-do-you-set-your-phones-availability-status-device-settings
Salesmate allows you to choose when and how you’d like to answer your calls - in your **browser** or via your **mobile device (mobile phone or mobile app)**. This gives your sales reps the flexibility to take calls at ease - when they are away from their browser, they can answer calls on their mobile. Topics Covered:
How to Change the Availability to Answer CallsChoose how you’d like to answer your callsHow to change the Device Settings
### How to Change the Availability to Answer Calls
To change your availability to answer calls :
Navigate to the **Phone Icon** on top right Click on **Settings** Toggle the **Available to take phone calls** button to switch between
Available
!\[]\(./How do you set yourphone)
Or
Unavaialable
!\[]\(./How do you set yourphone)
* *Note*\*:
If you have the option (Forward calls to mobile phone) checked. Salesmate by default forwards calls to your mobile number under your My Account details. If you don’t have a mobile number or if that number is incorrect, Salesmate does not log the calls.The number mentioned on your My Account should be in the proper dialing format and should be prefixed by your own country code.
* **Example : +1-541-754-3010** Always, mention it in the [E.164 format](https://support.salesmate.io/hc/en-us/articles/360012360991-Formatting-International-Phone-Numbers)If you have set your availability to unavailable and the number is only assigned to you, calls will be logged as a **Missed Call Activity** and you will receive email alerts for the same otherwise it will ring out to the next available person on that number.
### Choose how you’d like to answer your calls
From the phone widget, click the **Phone Icon** followed by **Settings**. If you choose \*\*Answer calls in the browser
* \*\*You can attend all incoming calls directly inside Salesmate when it's open in your web browser. In case you are logged out you will be considered unavailable on the browser. If you choose \*\*Forward calls to the mobile phone -\*\*Salesmate will redirect the incoming calls directly on your linked phone when you are not using Salesmate web app or on the move. You must provide your **Mobile** number under your \*\*My Account > General.
* \*\*If you select **Answer calls on Mobile App**- You will receive all the calls in your Salesmate Mobile App.If \*\*options number 1 and 3 are turned ON together-\*\*You can attend to all incoming calls either in your browser OR your phone at the same call rate.If **all three options** are chosen then it will always forward calls to your mobile phone mentioned under My Account.
\*\*Note:\*\*You will be charged a different call rate to receive calls on the **Mobile Phone** which is usually higher than the one for attending calls in your **Browser**.
### How to change the Device Settings
Using the device settings option you can configure the below settings:**Microphone**: By default, it will display the in-built microphone of the system and if no drivers are detected then it will show “*No microphone found*”\*\*Speaker/Headset:\*\*By default, it will display the in-built speaker of the system and if no drivers are detected then it will show “*No speaker/headset found*”**Test**: This option will play the sound in the selected speaker/headset.
!\[]\(./How do you set yourphone)
* *Note*\*: In case the microphone permissions are not granted. It will display as Microphone as “*No microphone found*” and Speaker/Headset as "“*No Speaker/Headset found*”
# How to make calls using your own number (Call Masking)?
Source: https://support.getskara.ai/built-in-calling-and-text/setting-up-salesmate-voice-text/how-to-make-calls-using-your-own-number-call-masking
Using Salesmate, you can set a caller id (mask) your Salesmate number with your existing one; this helps give your conversations a personal touch with your customers and maintain a closer relationship with them. Avoiding you of the hassle of having to update the number where it is already published.Topics Covered:
* [Masking your Phone Number.](#masking-phone-number)
* [Setting up Phone Number as Caller Id.](#setting-up-phone-number-as-caller-id)
### Masking Phone Number
Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**
![mceclip0.png]()
Click on the **"Verify Numbers"** Tab.
![mceclip1.png]()
Add the number you would like to verify.Click on **"Verify Number"**
![mceclip2.png]()
An **OTP** will be generated on the screen.You will receive an automated call asking you to enter the above OTP.Once verified successfully the number will be listed in the list of **verified numbers** tab. Now you can use this number as a Caller ID for your Salesmate number.
### Setting up Phone Number as Caller ID
Head over to the **General** tab.Your existing numbers will be listed hereClick on the **Edit** button(under **actions**) for the number you want to mask it against
![mceclip6.png]()
Enable the **"Call Masking**" option for this number.Select the number you would like to mask from your list of verified number/sClick on **Save.**![mceclip3.png]()
* \*Note:\*\*Verified numbers can be used as a Caller ID for outbound calls through Salesmate only.You will not be able to receive inbound calls to Salesmate over this number.Incoming calls to the verified number will continue to route through the existing service provider (your wireless service, landline provider, etc.).If you would like to receive incoming calls through Salesmate, you may be able to forward your calls to a Salesmate phone number via your service provider.Alternatively, you may [port (transfer) your phone number](https://support.salesmate.io/hc/en-us/articles/360005128372) over to Salesmate
# How to reassign numbers or forward calls when an employee goes on vacation
Source: https://support.getskara.ai/built-in-calling-and-text/setting-up-salesmate-voice-text/how-to-reassign-numbers-or-forward-calls-when-an-employee-goes-on-vacation
While an employee goes on a vacation or is away for the day it's best for them to mark themselves as away. This will play the [unavailable message](https://support.salesmate.io/hc/en-us/articles/360004733311-How-can-I-change-my-phone-number-settings-#h_01GEEWCY165Y1KVF1FNNC50DRG) when a contact calls on their number if they are the only user assigned to the particular number.They can do so by following the below-mentioned steps:
Navigate to the **Phone Icon** in the top right barHead over to the **Settings** tabDisable the **Available to take phone calls**
![mceclip0.png]()
This will set the user to **Unavailable**![mceclip1.png]()
* \*Note:\*\*If there is more than one user assigned to a number then the call will ring on the next available user to whom the number is assigned.
* \*\*Alternate,\*\*Users can [add/assign another user](https://support.salesmate.io/hc/en-us/articles/360004733311-How-can-I-change-my-phone-number-settings-#h_01GEEWCFHYHQHVN0W57R78Z2E1) ( their supervisor/manager/colleague ) to the number who can answer calls in their absence
![mceclip4.png]()
Users can set up forwarding by [updating their phone number availability](https://support.salesmate.io/hc/en-us/articles/360004733371-How-do-you-set-your-phone-s-availability-status-device-settings-) to **Forward calls to mobile phones**( Only check this option. Make sure you have a number mentioned in the mobile field of your My account )
![mceclip0(1).png]()
# How to transfer calls in Salesmate
Source: https://support.getskara.ai/built-in-calling-and-text/setting-up-salesmate-voice-text/how-to-transfer-calls-in-salesmate
* * There are times you need to discuss with your teammate or need to find out some additional information. You can transfer an ongoing call to your teammate OR to a member of another team OR even a number in your Salesmate account.***When clicking the** Transfer*\* button you can choose to either-\*\*
* [Warm Transfer-](#warm-transfer-talk-to-your-colleague-first)
* [Talk to your colleague first](#warm-transfer-talk-to-your-colleague-first)
* [Cold Transfer-](#cold-transfer-to-transfer-the-call-right-away-if-you-want-to-transfer-the-call-right-away-cold-transfer-without-speaking-to-your-teammate-first-hit-the-transfer-now-button-you-can-then-select-a-user-or-a-salesmate-number-to-which-you-wish-to-transfer-this-call-they-will-then-receive-the-call-and-can-accept-or-reject-the-transfer-once-the-transfer-has-been-initiated-you-will-be-dropped-off-the-call-in-case-the-teammate-is-busy-then-a-busy-message-will-be-played-and-the-call-will-go-to-voicemail-if-configured-and-the-call-dropped)
* [Transfer the call right away](#cold-transfer-to-transfer-the-call-right-away-if-you-want-to-transfer-the-call-right-away-cold-transfer-without-speaking-to-your-teammate-first-hit-the-transfer-now-button-you-can-then-select-a-user-or-a-salesmate-number-to-which-you-wish-to-transfer-this-call-they-will-then-receive-the-call-and-can-accept-or-reject-the-transfer-once-the-transfer-has-been-initiated-you-will-be-dropped-off-the-call-in-case-the-teammate-is-busy-then-a-busy-message-will-be-played-and-the-call-will-go-to-voicemail-if-configured-and-the-call-dropped)
![mceclip0.png]()
### Warm Transfer - Talk to your colleague first
* The **Warm Transfer** option allows for a smoother communication flow. You can take advantage of the warm transfer to give context to your teammate before transferring the call.
![mceclip1.png]()
If you choose this option, you can **go back and forth** between a teammate and the contact as many times as needed before transferring the call completely.
![mceclip1(1).png]()
Once you hit the green **Complete transfer** button, your call with the client ends and your colleague can continue with the call. If you want to take back the call then hit the **Take over** button.
### **Complete Transfer** If you select complete transfer then another user and contact will be connectedContact will be marked as **un-hold** You will be dropped from the callWhatever you have talked about before hitting on the transfer button will be available as a recording (if enabled) and that will be logged with your call.When the other user finishes his call, the activity would be logged with a recording from where he started to talk to the customer ( provided auto recording was ON )
### **Take Over** If during the call or while it was ringing, you hit on takeover then the other user to whom the call was being made will be disconnected.You will be able to talk back to contact.Contact will be marked as \*\*un-hold.
* \*\*In such cases, once we end the call, we will be able to log our activity.
![mceclip0(1).png]()
While you connect with your colleague the contact will be placed on hold and can hear the hold music which can be set from the [phone number settings.](https://support.salesmate.io/hc/en-us/articles/360004733311)You can take notes as the call has been transferred and it will appear as an activity on the timeline.
### Cold Transfer- To transfer the call right away \*\*If you want to transfer the call right away (**cold transfer **) without speaking to your teammate first, hit the** Transfer now** button. You can then select a user OR a Salesmate number to which you wish to transfer this call. They will then receive the call and can accept or reject the transfer. Once the transfer has been initiated, you will be dropped off the call. In case the teammate is busy then a busy message will be played and the call will go to voicemail (if configured) and the call dropped.
* \*\*![Cold_Transfer.png]()
\*\*
### Receiving a Call Transfer
You will get the contact info on your screen similar to other calls, but if you receive a transfer then there will be two options:
### **Cold / Blind transfer** You will only come to know the name of the user who has called.But after picking up the call it just works like any other call you get on the Salesmate platform.
![mceclip4.png]()
### **Warm Transfer** When you receive a warm transfer, you will be able to see the user, who is transferring the call to you.On receiving a call you will not have the option to write down a note or transfer the call to any other user on the spot. You will have the option to take over the call, stop/start recording the call, or end it.If you end it, the user trying to transfer the call to you will get connected to the contact.On takeover, the person transferring the call to you will be dropped and you will get connected to the contact.If you are receiving a call on your cellular network, then the only person trying to transfer the call can hand over the call to you or it will be auto-handed over if that person drops the call from his end.Once the call is with you, all other screen options will be enabled, just like a normal call.
![mceclip1(1).png]()
### Transfer Pricing
The call is switched to conference mode for transferring. So you will be charged for regular call pricing plus $0.0019 to $0.0044 / participant on the call. These prices are dependent on the network to provide better voice quality based on the location of all participants.
# How / Where can I see my recorded calls?
Source: https://support.getskara.ai/built-in-calling-and-text/setting-up-salesmate-voice-text/how-where-can-i-see-my-recorded-calls
Once you have enabled call recording for all inbound and outbound calls for a number. The call recordings will be logged.You can either view all the call recordings on the
[Dashboard](#dashboard)
or an
[Activity](#activity)
for the contact.
### Dashboard
Navigate to \*\*Dashboard.
* \*\* Click on **Add widget** in the top right corner.
![mceclip0.png]()
Add the **Call Logs** Report.
![mceclip1.png]()
The Call Logs report can be filtered Sales rep-wise and for the duration you desire.
![mceclip1(1).png]()
### Activity
Navigate to the **contact**. Click on **Activities** on the contact timeline.Here you can view all the recordings associated with the contact.
![Screenshot 2025-06-23 at 11.13.24 AM.png]()
# Manage Number of Rings
Source: https://support.getskara.ai/built-in-calling-and-text/setting-up-salesmate-voice-text/manage-number-of-rings
As a sales rep, you depend on calls to communicate with prospects and customers. To manage your turnaround time with responses to your customers, it has been an important factor to set your availability to receive calls.With Salesmate you can now manage the **Number of Rings** your Phone rings before the call is transferred to another user or the call is forwarded to **Voice Message**. Set the Number of Rings for Calls to be transferred to a Voice Message or Another user
Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on \*\* Voice Apps \*\*![mceclip0.png]()
\*\*Edit **the Number you would like to update the Ring for, click on** Actions > Edit \*\*
![mceclip6.png]()
Navigate to **Ringing**
![Screenshot_2023-05-31_at_11.22.42_AM.png]()
Select the number of **Seconds** the call will wait for the user to pick it up.
![c4e1eba81d9118f34c4d688d76eb7759f1c1043b2995039e54c6e0cc52c0e534.png]()
\*\*Note:\*\*For sequential mode, the call will be transferred to the next user after the selected time.
For Single-user Licenses or simultaneous ringing settings, the call will be ended or directed to Voice Message as per your selection.
* **1 Ring = 3 Seconds.**
# A2P 10DLC SMS Campaign Registration
Source: https://support.getskara.ai/built-in-calling-and-text/texts-sms/a2p-10dlc-sms-campaign-registration
As part of the phone industry’s efforts to combat spam and improve the delivery of legitimate text messages, organizations that send text messages to US ten-digit phone numbers are required to register the phone numbers that they are using for their SMS messaging campaigns.Ensure delivery of your text message by registering your SMS campaign with an [A2P trust vendor.](https://www.campaignregistry.com/) Such registries use standard ten-digit phone numbers (also known as 10DLC) as part of an industry-wide effort to reduce unwanted text messages. All major communications service providers, including Twilio and DialPad, are members of such trust vendors.
* **A2P 10DLC Vetting Delays:** A2P 10DLC registration currently takes at least 3 weeks or more due to higher than normal volume of requests. Campaign submissions initiated at this time will most likely not be available before the August 31, 2023 A2P registration deadline.
![MicrosoftTeams-image]()
\##\*\*How do I know if I am affected by this?
* \*\* All companies that use SMS will be affected by the new industry rules, including person-to-person conversational messages, but you are more likely to notice an impact on your messaging if you send a substantial amount of outbound SMS, such as large companies, companies that use messaging for marketing.
\##\*\*Why do I need to register my SMS messaging campaign?
* \*\* By registering, you validate your company to the United States messaging ecosystem, which will:
Ensure your messages get delivered to your users and customers, andReduce the cost to your business based on Salesmate passing through the increased costs of unregistered campaign messages.
\##\*\*What do I need to do?
* \*\* Business Profile RegistrationA2P Brand Selection and RegistrationSMS campaign use cases within the ecosystem.**To Register your Campaign, please follow below steps on your Salesmate account:** Navigate to **Profile Icon** in the top right cornerGo to **Setup** Click on\*\* Voice **and Text** on the left.Here, go to\*\* Regulatory Compliance \*\*
![mceclip0.png]()
Before you begin the registration process for A2P 10DLC, you will need to have the following information on hand:\*\*Please note: If you have a US entity or an International Tax ID, use EIN to register your business profile and to avoid brand registration failures. Do not use a DUNS number.
### Business Profile Registration
| Business Information | Business NamePhysical Address (Street, City, State/Province/Region, Postal Code, Country)Business Identity (Direct Customer or ISV/Reseller/Partner)Business Type (Sole Proprietorship/Partnership/Corporation /Co-Operative/LLC/Non-Profit)Company Type (Private/Public)Stock Ticker & Exchange (if Public)Business Registration Number/Tax EIN and Type (DUNS or Business License)IndustryWebsiteRegions of Operations |
| -------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Point(s) of Contact | One authorized representative with the following info: You may use one point of contact from your own company as the authorized representative across all of your customers for registration purposes in case of Standard Brands.For Starter Brands, you should collect unique contact information for each Starter Customer Profile you create. Contact information cannot be duplicated across Starter Customer Profiles. Providing a second authorized representative is optional. |
### A2P 10DLC Brand Selection and Registration \*\* Only Business Profile (Sole Proprietor)\*\*Registration \*\*(\$4 one-time fee)
Customers sending fewer than 3,000 message segments per day to U.S. destinations are now required to complete A2P registration for each of their phone numbers. Messages sent with unregistered phone numbers are now incurring additional per-message carrier fees and may be subject to filtering or blocking.
* **Standard Brand with secondary vetting**(\$44 one-time fee)
Secondary vetting is an additional brand review done by carriers that allows for higher daily message limits and maximizes throughput per campaign. The process ensures accuracy of information and maximizes your [Trust Score](https://support.twilio.com/hc/en-us/articles/1260803225669-Message-throughput-MPS-and-Trust-Scores-for-A2P-10DLC-in-the-US), with no additional time for approval.
* **Standard Brand without secondary vetting**($4 one-time fee instead of $44 )
By skipping secondary vetting, you will not receive a TCR score, and will be limited to register campaigns with a limited set of use cases (To send under 6,000 message segments per day). Skip secondary vetting only after you have reviewed [this document](https://support.twilio.com/hc/en-us/articles/4403988619163-Secondary-Vetting-for-A2P-10DLC#h_01FF67VWCZF0R7P1KRECZ9PPR1), and understand the implications.
* **Note**: Based on the option submitted. This fees will be directly deducted from your Salesmate Voice Credits.
### SMS campaign use cases within the ecosystem.
We will be submitting this information to carriers so they understand what type of messages you’ll be sending.
* \*\*Each A2P Campaign use case registration fee is $15 (a one\-time registration fee at the time of vetting). In addition, carriers charge a monthly fee ranging from $1.5 to \$10, depending on your campaign use case.\*\*Declaring your exact campaign use case rather than using a mixed campaign use case will generally result in higher limits from AT & T because you're being more specific about what messages you are sending.
[https://support.twilio.com/hc/en-us/articles/1260801844470-List-of-Campaign-Types-and-Use-Case-Types-for-A2P-10DLC-registration](#business-profile-registration)
[https://support.twilio.com/hc/en-us/articles/4402972441243-Special-Use-Cases-for-A2P-10DLC](#a2p-10dlc-brand-selection-and-registration-only-business-profile-sole-proprietorregistration-4-one-time-fee)
\*\*Note:\*\*All one-time charges during this process will be deducted from your Salesmate Voice & Text credits in case of Salesmate Voice & Text services or billed separately to your account. Recurring charges will appear as an add-on in your invoice.
# How do you enable Salesmate Text Messaging
Source: https://support.getskara.ai/built-in-calling-and-text/texts-sms/how-do-you-enable-salesmate-text-messaging
To be able to send text messages out of Salesmate, you will need to enable the Salesmate Voice & Text app.
[**Click Here - Follow the Article linked to know more about the Calling Activation Process**](https://support.salesmate.io/hc/en-us/articles/360004733011)
### \*\*Calling and Text Feature Activation Steps :\*\*Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**![mceclip0.png]()
Click on **Install**(Salesmate Voice & Text)
![mceclip1.png]()
* \*Fill in the Request Form :\*\*(Please provide all accurate details for quick activation of this service. Request with missing or invalid information is liable to rejection.)
![mceclip2.png]()
Once Activated, you need to Purchase a number that has the **Capability** to allow **Text Messaging**.
Refer to the capability column while purchasing the number to do so.
![mceclip3.png]()
# How much does it cost to send a message with more than 160 characters?
Source: https://support.getskara.ai/built-in-calling-and-text/texts-sms/how-much-does-it-cost-to-send-a-message-with-more-than-160-characters
As part of the SMPP specifications, when we receive a request that includes more than 160 characters we must split up the messages in order to send them. They will then be reassembled into a single message on most handsets.Salesmate will bill per message, not per request. For example, if you send a message with 200 characters to a US mobile number, you are charged for $0.0075*2= $0.015. Note that, special header needs to be appended to handle concatenated messages, so each segment can only contain up to 153 characters. Messages with one or more non-GSM characters have to be sent using UCS-2 encoding and can only contain 67 characters per segment for multi-part messages. Therefore, sending a message with 150 characters that includes a non-GSM character would cost you $0.0075*3= $0.0225 **NOTE :** To check number of Segments generated by your message: [https://chadselph.github.io/smssplit/](https://chadselph.github.io/smssplit/)
# Introduction to Salesmate Text Messaging
Source: https://support.getskara.ai/built-in-calling-and-text/texts-sms/introduction-to-salesmate-text-messaging
[Salesmate Calling](https://support.salesmate.io/hc/en-us/articles/360004664432-Introduction-to-Salesmate-Calling)
is the best tool for making sales calls and sending text messages right from your account with your Salesmate's VOIP number.Text Messaging through Salesmate doesn’t require any additional setup as it uses your existing Salesmate Calling number. If you don’t have a Salesmate Calling number yet, find out
[here](https://support.salesmate.io/hc/en-us/articles/360004733031)
how you can get one.
![text_conversation_view_.jpg]()
* **Cloud-based system:** You do not require any hardware setup or software installation. It works completely over the internet (VoIP Technology) and it is set up by default in your Salesmate account.Similar to calling, you can refer to the
* [text pricing page](https://support.salesmate.io/hc/en-us/articles/360011216212-SMS-Rates)
to know the charges for sending and receiving text messages in Salesmate.Note: To use texting feature within Salesmate you would need to first activate the Calling and Texting Feature from
[here](https://support.salesmate.io/hc/en-us/articles/360007155752)
###
* **Salesmate Text Messaging covers:**
* [Sending Text Messages](https://support.salesmate.io/hc/en-us/articles/360007155992-Sending-Text-to-a-number)
* [Receiving Text Messages](https://support.salesmate.io/hc/en-us/articles/360007406671-Receiving-Text-Messages)
* [Conversational View](https://support.salesmate.io/hc/en-us/articles/360037039112-Text-Conversation-View)
* [Text Messaging Templates](https://support.salesmate.io/hc/en-us/articles/360007156412-Text-Messaging-Templates)
* [Bulk Text Messaging](https://support.salesmate.io/hc/en-us/articles/360007156012-Send-Bulk-Text-Messages)
* [Text Message Scheduling](https://support.salesmate.io/hc/en-us/articles/9189865180185)
# Opt-In and Opt-Out of Text Messages
Source: https://support.getskara.ai/built-in-calling-and-text/texts-sms/opt-in-and-opt-out-of-text-messages
Salesmate offers the valuable feature that puts control in the hands of your contacts, allowing them to easily **opt-out** of receiving text messages. This feature ensures that your communication remains respectful, compliant, and aligned with the principles of user consent. By giving individuals the ability to manage their messaging preferences, we help foster better engagement and build trust with your audience.
### **Topics covered:**
* [How Contacts Can Opt-Out](#how-contacts-can-opt-out)
* [How the Opt-Out Process Works](#how-the-opt-out-process-works)
* [Re-Opting In: How Contacts Can Start Receiving Text Messages Again](#re-opting-in-how-contacts-can-start-receiving-text-messages-again)
* [Why This Matters](#why-this-matters)
### **How Contacts Can Opt-Out**
Your contacts now have the ability to unsubscribe from text messages with just a simple reply. They can opt-out by sending any of the following (case-insensitive) keywords in response to your text message:\*\* STOP \*\*STOP ALL \*\*UNSUBSCRIBE \*\*CANCEL \*\*END \*\*QUIT \*\* These easy-to-use keywords give users the flexibility to stop unwanted messages and regain control over their communication preferences.
### **How the Opt-Out Process Works**
Once a contact opts out, the system will automatically update their preferences across your account:**Contact Information Update**: The phone number that sent the opt-out request will be marked as unsubscribed in your contacts list. A timeline entry will also be created for reference.
* **Skipped Bulk Text Messages**: Any future bulk text messages will be skipped for this contact, and the failure message will read:**"Unsubscribed from Text"**.
* **Sequences**: If the contact is part of any automated sequence with text steps, they will automatically be skipped from receiving text messages in that sequence.
* **Text Message Status**: If a contact in automation has opted out of receiving text messages, the system will note the attempt as **unsuccessful** and label it as:**"Text Unsubscribed"**.
![error warning for send text.jpg]()
![number unsubscribed.png]()
### **Re-Opting In: How Contacts Can Start Receiving Text Messages Again**
If a contact changes their mind and wants to start receiving text messages again, they can easily opt back in by sending any of the following keywords:\*\* START \*\*UNSTOP \*\*SUBSCRIBE \*\* This simple process allows contacts to re-engage with your messages whenever they choose, ensuring flexibility and control over their communication preferences.
### **Why This Matters**
Giving your contacts the ability to opt-out or opt-in to text messages is not only about respecting their preferences but also about staying compliant with legal requirements. With this feature, Salesmate helps you create a more transparent, user-friendly experience that strengthens your relationship with customers while maintaining compliance with communication regulations.
# Receiving Text Messages
Source: https://support.getskara.ai/built-in-calling-and-text/texts-sms/receiving-text-messages
Salesmate facilitates receiving Text messages can your VoIP number.
### Received Messages
All text messages received on your VoIP number can be seen in one place.Go to **Texts** Click on **Inbox** You will see the list of messages received inside Salesmate on your VoIP number
![Screen_Shot_2023-04-27_at_4.43.42_PM.png]()
If the number is identified the associated contact name will be displayed.
![Screen_Shot_2023-04-27_at_4.35.14_PM.png]()
If the number is not identified then the number will be displayed
![Screen_Shot_2023-04-27_at_4.38.20_PM.png]()
The unsaved numbers can be added as a contact.
![Screen_Shot_2023-04-27_at_4.52.36_PM.png]()
**Note:** You will receive notifications for the text messages received on your number in the notification panel ( the bell icon ) in the top menu bar and the message will be reflected on Contac's Timeline
# Salesmate Messaging Policy
Source: https://support.getskara.ai/built-in-calling-and-text/texts-sms/salesmate-messaging-policy
We all expect that the messages we want to receive will reach us unhindered by filtering or other blockers. An important step Salesmate and our customers can take to make that expectation reality are to prevent and eliminate unwanted messages. Towards that end, we strive to work with our customers so that messages whether **SMS, MMS, or chat** are sent with the consent of the message recipient, and that those messages comply with local laws and measures of fairness and decency.Navigating the path to proper consent for message sending can be complex. We developed the Messaging Policy to help Salesmate customers partner with us to map out that path.
### **Topics covered:**
* [What Is Proper Consent](#what-is-proper-consent)
* [Consent Requirements](#consent-requirements)
* [Alternative Consent Requirements: The Two Exceptions](#alternative-consent-requirements-the-two-exceptions)
* [Double Opt-in Consent](#double-opt-in-consent)
* [Identifying Yourself as the Sender](#identifying-yourself-as-the-sender)
* [Message Recipient Opt-out](#message-recipient-opt-out)
* [Periodic Messages and Ongoing Consent](#periodic-messages-and-ongoing-consent)
* [Age and Geographic Gating](#age-and-geographic-gating)
* [Content We Do Not Allow](#content-we-do-not-allow)
* [How We Handle Violations](#how-we-handle-violations)
* [Short Code Text Verification](#short-code-text-verification)
### **What Is Proper Consent**
Consent can't be bought, sold, or exchanged. For example, you can't obtain the consent of message recipients by purchasing a phone list from another party.Aside from two exceptions noted later in this section, we need to meet each of the consent requirements listed below. If you are using Salesmate for messaging, you need to adhere to these requirements when dealing with your users and customers.
### **Consent Requirements**
Prior to sending the first message, you must obtain agreement from the message recipient to communicate with them - this is referred to as "consent", You must make clear to the individual they are agreeing to receive messages of the type you're going to send. You need to keep a record of the consent, such as a copy of the document or form that the message recipient signed, or a timestamp of when the customer completed a sign-up flow\.If you do not send an initial message to that individual within 30 days of receiving consent, then you will need to reconfirm consent (see “Double Opt-in” below).The consent applies only to you, and to the specific use or campaign that the recipient has consented to. You can't treat it as blanket consent allowing you to send messages from other brands or companies you may have, or additional messages about other uses or campaigns.
### Alternative Consent Requirements: The Two Exceptions
While consent is always required and the consent requirements noted above are generally the safest path, there are two scenarios where consent can be received differently.
### **Contact initiated by an individual**
If an individual sends a message to you, you are free to respond in an exchange with that individual. For example, if an individual texts your phone number asking for your hours of operation, you can respond directly to that individual, relaying your open hours. In such a case, the individual’s inbound message to you constitutes both consent and proof of consent.Remember that the consent is limited only to that particular conversation. Unless you obtain additional consent, don't send messages that are outside that conversation.
### **Contact initiated by you to send informational content to an individual based on having a prior relationship**
You may send an outbound message that provides information requested by the individual, or that can be reasonably expected by the individual based on your relationship. An example of such a relationship and message is a dentist reminding a patient of an appointment.In addition to appointment reminders, other examples include receipts, one-time passwords, order/shipping/reservation confirmations, drivers coordinating pick up locations with riders, and repair persons confirming service call times.The message can't attempt to promote a product, convince someone to buy something, or advocate for a social cause.The individual must have knowingly provided their phone number to you, and have taken some action to trigger the potential for communication. Actions can include a button press, setting up an alert, making an appointment, or placing an order.
\*\*Note:\*\*The alternative consent requirements cannot be used for promotional content such as marketing, coupons, advertisements, notifications regarding a job opportunity, and sweepstakes, independent of whether the individual initiates contact, or you have consent for informational content of the type noted above based on a prior relationship.
### **Double Opt-in Consent**
We require double opt-in consent in some limited use cases. Many of these use cases listed below generate the majority of complaints about unwanted messages which is why the burden of consent is higher.
Affiliate marketing including multi-level marketing - this is typically a marketing arrangement which an online retailer pays commission to an external website for traffic or sales generated from its referrals.Lead generation servicesSweepstakesFinancial products, unless you are the financial institution directly offering the product. These include debt refinancing, short-term credit offers, and payday loansJob alertsWork-from-home offers
Double opt-in is a two-step process:
First, the message recipient must knowingly provide consent to you or your customer prior to receiving any text message. That consent must be provided through an electronic signature or some other online sign-up form that makes clear to the individual they are agreeing to receive messages of this type.Second, in your first text message to that individual, you must identify yourself and prompt the individual to confirm their consent.
For example, your first outbound message would be compliant if it included text similar to, “This is Company X. You recently signed up to receive text messages from us. Please reply YES to confirm or STOP to unsubscribe.” Only after you receive the confirmation “YES” may you send a follow-up message with information related to a topic listed above.
### **Identifying Yourself as the Sender**
Every message you send must clearly identify you as the sender, except in follow-up messages of an ongoing conversation.
### **Message Recipient Opt-out**
The initial message that you send to an individual needs to include the following language: “Reply STOP to unsubscribe,” or the equivalent using another standard opt-out keyword, such as STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT.
Individuals must also have the ability to revoke consent at any time by replying with a standard opt-out keyword. When an individual opts out, you may deliver one final message to confirm that the opt-out has been processed, but any subsequent messages are not allowed. An individual must once again provide consent before you can send any additional messages.
### **Periodic Messages and Ongoing Consent**
In some cases, you may want to periodically send messages to an individual who earlier provided proper consent. This practice is allowed, provided that your message includes a reminder to the individual about how to unsubscribe. If you send more than one message in a given month, you need to include the reminder in just one of those messages--not in all of the messages that you send in that month.
You must respect the message recipient’s preferences in terms of frequency of contact. You also need to proactively ask individuals to reconfirm their consent no less often than once every 18 months.
### **Age and Geographic Gating**
If you are sending messages in any way related to alcohol, firearms, gambling, tobacco, or other adult content, then more restrictions apply. In addition to obtaining consent from every message recipient, you must ensure that no message recipient is younger than the legal age of consent based on where the recipient is located. You also must ensure that the message content complies with all applicable laws of the jurisdiction in which the message recipient is located. Additionally, [Salesmate's Privacy Policy](https://www.salesmate.io/privacy-policy/) bans sending any content that is offensive, inappropriate, pornographic, obscene, illegal, or otherwise objectionable, even if the content is permissible by law and appropriate age restrictions are in place.
You need to be able to provide proof that you have in place measures to ensure compliance with these restrictions.
### **Content We Do Not Allow**
The key to ensuring that messaging remains a great channel for communication and innovation is preventing abusive use of messaging platforms. That means we never allow some types of content on our platform, even if our customers get consent from recipients for that content. Those content types include:
Anything that’s illegal in the jurisdiction where the message recipient lives. For example, we do not allow messages related to the sale of recreational or medicinal cannabis in the United States, because United States federal laws prohibit its sale.Hate speech or harassment, or any communications from groups whose primary purpose is deemed to be spreading hate. You can find a fuller description of hate and other prohibited types of speech in the [Salesmate's Privacy Policy](https://www.salesmate.io/privacy-policy/).Fraudulent messages.Malicious content, such as malware or viruses.Any content that is designed to intentionally evade filters.
### **How We Handle Violations**
When we identify a violation of these principles, we work with customers in good faith to get them back into compliance. To protect the continued ability of all our customers to freely use messaging for legitimate purposes, we reserve the right to remove access to the Salesmate platform for customers that we determine are not complying with the Messaging Policy, or who are not following the law in any applicable area.
### **Short Code Text Verification**
Salesmate numbers can not be used in the below cases:
As a recovery phone number for email ids.To receive verification /activation codeTo receive bank SMS
Services like Google Voice, Facebook, and Skype, which use shortcodes (e.g. 55555) to send SMS will not be able to send messages to Salesmate phone numbers.This is because short code carriers have arrangements to exchange messages with mobile phone numbers only, and Salesmate phone numbers are not considered mobile numbers.Unfortunately, we can not guarantee delivery from these incoming messages.
# Schedule Text Messages
Source: https://support.getskara.ai/built-in-calling-and-text/texts-sms/schedule-text-messages
### Salesmate CRM can work best when you would like to schedule text messages. It helps you to be in touch with your prospects on their special days and avoid procrastination from your busy schedule.
### How to Schedule Text Messages?
While trying to send a text message, hit **Schedule** to Schedule sending the messageYou can select the date and time and hit the Schedule buttonMessages will land inside the\*\* S \*\*chedule \*\* Folder and be sent at the particular Date and TimeIn case of an error, then the user will be notified about sending failure.
![mceclip1.png]()
* *Note*\*:
Salesmate voice and text should be enabledEnsure the phone number is in the correct format to ensure proper delivery.If you are using variables inside your templates, the actual character length can change at the time of sending the message.If a text message is fired from the deal then it will get auto-attached to the deal too. You can send from the deal detail page, deal's listing grid, or deals listing grid using bulk message. It will also replace deal variables inside the text body.
* **[In case you wish to send text messages in bulk refer to this article.](https://support.salesmate.io/hc/en-us/articles/360007156012)**### **From**: Contact / Company / Activity / Deal **Preview** Page
Navigate to the **Activity Module** from the left menu bar
![mceclip0.png]()
Click on the desired Activity TitleClick on the **Call** Icon and select **Send Text**
![mceclip1(1).png]()
Compose and Send or Schedule your Message as required (Refer steps above for sending Text Messages)Similar operations can be performed for other modules \*\*From:\*\*Contact/Company/Activity/Deal **List** Page
![mceclip2.png]()
### \*\*From :\*\*Contact / Company / Activity / Deal **Detail** Page
Navigate to the Deal ModuleClick on Deal Title (Board or List View)
![mceclip3.png]()
Navigate to the **Detail** Page of the dealClick on the three dotsClick on **Text** option
![mceclip4.png]()
Compose and Send or Schedule your Message as required (Refer to steps for sending Text Messages [here](https://support.salesmate.io/hc/en-us/articles/360007155992-Sending-Text-to-a-number))
### \*\*From:\*\*Text **Conversation** View
Communication isn’t a one-way street. To ensure you have effective two-way communication Salesmate CRM has added the conversation view to its text messages.
* **[Follow this Page for More Insights](https://support.salesmate.io/hc/en-us/articles/360037039112)**
# Send Bulk Text Messages
Source: https://support.getskara.ai/built-in-calling-and-text/texts-sms/send-bulk-text-messages
### \*\*To send bulk Text Messages:\*\*Bulk Texting can be initiated from two places **Contact List Page** and **Deal List Page** Go to Contact / Deal List PageFilter the Records that needed to be enrolled for Bulk Text MessagingYou can select records from the list and you will get an option to send **"Text"**
![Screen_Shot_2023-05-04_at_2.07.31_PM.png]()
Click on Text - A Pop-up screen will appear for you to populate **To Number**: Select the Phone field from the contact's account to which the text should be fired **From Number**: Select the number from which the text should be fired if you have multiple numbers assigned to yourselfYou can compose your text message or select from the predefined \*\* Template **Insert Attributes**- to insert Variables to be replaced with the actual field value \*\* Schedule \*\*- with this option Text Messages can be scheduled and delivered at the user's choice and time zone selection. Hit Send and Salesmate will put a message in the outbox for sending
![Screenshot_2019-07-26_at_2.55.01_PM.png]()
If any bulk message sending failed due to insufficient funds then Salesmate will reject all other bulk text messages with the same bulk queue to fail and send an email alert to the person who fired those text messages.
![Bulk_SMS_Failure_Message_Email.png]()
* *Note*\*:
You can select to send bulk messages to all Mobile, Phone, Other Phone, or Custom Phone numbers associated with the contact.You can use predefined **Text Templates** while you send out the message.If you are using variables inside your templates, the actual character length can change at the time of sending the message.
# Sending Text to a number
Source: https://support.getskara.ai/built-in-calling-and-text/texts-sms/sending-text-to-a-number
Once the Salesmate Voice & Text app are enabled and you see a phone number, you can send a text message from there. Common places where we see the phone number.
* [From Contact/ Company/ Activity/ Deal List Page](#from-contact-company-activity-deal-list-page)
* [How to Schedule Text Messages](#how-to-schedule-text-messages)
* [From Contact/Company Detail Page](#from-contactcompany-detail-page)
* [From Contact/Company Preview Page](#from-contactcompany-preview-page)
* [From Activity Preview Page](#from-activity-preview-page)
* [From Deal Detail Page](#from-deal-detail-page)
* [Text **Conversation** View](#text-conversation-view)
### From Contact/ Company/ Activity/ Deal List Page
Navigate to the Contact / Company / List / Deal - ModuleLook for Phone Column ([Manage Columns](https://support.salesmate.io/hc/en-us/articles/360042192371-Manage-Columns-in-the-List-View))Hover on any **Phone**/**Mobile** Number or any **Custom** Field of the Type **Phone**, a pop-over will appear with an option to "**Send Text**"By default, the primary number selected under general dialer settings would be selected to send out the texts.In case you have been assigned multiple numbers, you will be able to select the **From** number from which you wish to send out the texts.
![mceclip2.png]()
Hit on that option and popup will appear to **Send a text message** The number will be auto fetched and shown in the popup windowYou can **Compose** your message or select any of already created templateClick on **Insert Templates** to Add predefined messages
![mceclip1.png]()
Keep Note of the Character CountSimilar operations can be performed for other modules \*\*Note:\*\*The character limit for a single SMS message is **160** characters, however, most modern phones and networks support concatenation and segment and rebuild messages up to 1600 characters. Messages not using [GSM-7](https://www.twilio.com/docs/glossary/what-is-gsm-7-character-encoding) encoding are limited to 67 characters.When you send an SMS message over 160 characters the message will be split. Large messages are segmented into 153 character segments and sent individually then rebuilt by the recipient's device. For example, a 161 character message will be sent as two messages, one with 153 characters and the second with 8 characters.
Hit **Send** to send the Text messageOn success, we will put a message in the **Outbox to be sent** If any error occurs then an error message will be displayedThis message can be seen in the **Failed** folderThe user will be given a notification about "Sending Failed" with a detailed reason about why it failed (Cases: Low Balance, Wrong Number, etc.)
### How to Schedule Text Messages
Hit **Schedule** to Schedule sending the messageYou can select date and time and hit the Schedule buttonMessages will land inside \*\* S \*\*chedule \*\* Folder and sent at the particular Date and TimeIn case of an error, then the user will be notified about sending failure.
![mceclip1(1).png]()
* *Note*\*:
Salesmate voice and text should be enabledEnsure the phone number is in the correct format to ensure proper delivery.If you are using variables inside your templates, actual character length can change at the time of sending the message.If a text message is fired from the deal then it will get auto attached to the deal too. You can send from deal detail page, deal's listing grid, or deals listing grid using bulk message. It will also replace deal variables inside the text body.
* **[In case you wish to send text messages in bulk refer to this article.](https://support.salesmate.io/hc/en-us/articles/360007156012)**
### From Contact/Company Detail Page
Navigate to the respective ModuleClick on the desired Contact/CompanyClick on the Mobile Icon to send text
![mceclip4.png]()
### From Contact/Company Preview Page
Navigate to the respective Module from the left menu barClick on the desired Contact/Company's preview icon
![mceclip2(1).png]()
Hover on the Mobile Number to send text
![mceclip3.png]()
### From Activity Preview Page
Navigate to the Activity ModuleClick on the desired Activity
![mceclip0.png]()
Click on the **Call** IconSelect the **Number** you want to Text to (In case of Multiple Numbers)Click on Send Text Message
![mceclip1(2).png]()
Compose and Send or Schedule your Message as required (Refer steps above for sending Text Messages)
### From Deal Detail Page
Navigate to the **Detail** Page of the dealClick on the three dotsClick on **Text** optionWhile under the detail view, you will also be able to change the **From** number from which you wish to send out texts.
![mceclip4.png]()
Compose and Send or Schedule your Message as required (Refer steps above for sending Text Messages)
### Text Conversation View
Navigate to the **Text** ModuleClick on the **Contact** Hover on the Mobile icon
![mceclip5.png]()
Communication isn’t a one-way street. To ensure you have an effective two-way communication Salesmate CRM has added the conversation view to its text messages.
* **[Follow this Page for More Insights](https://support.salesmate.io/hc/en-us/articles/360037039112)**
# SMS Character Limit
Source: https://support.getskara.ai/built-in-calling-and-text/texts-sms/sms-character-limit
The character limit for a single SMS message is **160 characters**, however, most modern phones and networks support concatenation and segment and rebuild messages up to 1600 characters.When you send an SMS over 160 characters the message will be split. Large messages are segmented into 153 character segments and sent individually then rebuilt by the recipient's device. For example, a 161-character message will be sent as two messages, one with 153 characters and the second with 8 characters.So it’s good financial discipline, as well as good SMS etiquette, to keep the message down to 160 characters. But it’s good to know that if you need to, you can send quite large text messages.We recommend you check any mass messages in [this tool](http://chadselph.github.io/smssplit/) before you send them out.
### \*\*Note:\*\*The use of special characters could cause the SMS to be split further and sent as separate messages. Try and maintain your messages to be in plain text.If you are using variables inside your templates, the actual character length can change at the time of sending the message.As per the CTIA Messaging principles and Best Practices, we recommend sending messages to no more than 200 unique recipients per day from a number at a rate of no more than 15 - 60 messages per minute, to avoid possible carrier end filtering.
# SMS Rates
Source: https://support.getskara.ai/built-in-calling-and-text/texts-sms/sms-rates
Salesmate offers long code numbers. SMS pricing is based on the **destination** and **type** of message you’re sending, as well as the **carrier** to which the SMS is being sent. Our pay-as-you-go pricing gives you a fair price for A2P 10DLC no matter your location.
Rates for commonly used locations are shown below. If you need rates for any other locations, contact us at [support@salesmate.io](mailto:support@salesmate.io) or reach out via chat.
***
### Pricing table
| Location | Text — To Send (USD) | Text — To Receive (USD) | MMS — To Send (USD) | MMS — To Receive (USD) |
| -------------------------- | -------------------- | ----------------------- | ------------------- | ---------------------- |
| Australia | `0.0605` | `0.0083` | Not available | Not available |
| Germany | `0.0985` | `0.0083` | Not available | Not available |
| Netherlands | `0.1012` | `0.0083` | Not available | Not available |
| United States of America\* | `0.0133` | `0.0133` | `0.0470` | `0.0360` |
| Canada | `0.0168` | `0.0168` | `0.0380` | `0.0270` |
| United Kingdom | `0.0440` | `0.0083` | Not available | Not available |
| Singapore | `0.0456` | `0.0082` | Not available | Not available |
| France | `0.0877` | `0.0082` | Not available | Not available |
| Malaysia | `0.2329` | Not available | Not available | Not available |
| Switzerland | `0.0797` | `0.0082` | Not available | Not available |
| Sweden | `0.0669` | `0.0082` | Not available | Not available |
> `†` Text messages are charged per segment and include carrier charges for USA & Canada.
> `‡` Price may vary based on the carrier to which the SMS is being sent.
> `*` Single SMS equals `<= 160` characters including spaces and any special characters.
***
### Important notes
* Prices are subject to change without prior notice. We try our best to inform you of changes in advance, but we recommend verifying the effective rates in your Salesmate Logs before sending large volumes.
* We charge standard rates when you send/schedule a campaign and later adjust charges as received from our provider. Keep sufficient balance to avoid account suspension. Any pending amounts are liable to be paid and may be charged to the card on file.
* If you are not registered (or registration is in progress) under A2P 10DLC, you may incur penalty fees which can be substantially higher than the standard rates — these penalties are charged as received from providers.
* There may be a complete block on long-code messaging if you are not registered under A2P 10DLC starting **August 31, 2023**(date shown for reference).
***
### About A2P 10DLC
`A2P 10DLC` applies to numbers offered by Salesmate in the United States to allow Application-to-Person (A2P) messaging via standard 10-digit long code (10DLC) phone numbers. This system is specific to long-code messaging toward the United States and does **not** affect short codes or Toll-Free numbers sending to the US.
***
### SMS length / segmentation
To check how your composed SMS is broken down into segments, use this external tool before sending messages:
[http://chadselph.github.io/smssplit/](http://chadselph.github.io/smssplit/) (select option `auto` or `ucs2` depending on your content)
# Text Conversation View
Source: https://support.getskara.ai/built-in-calling-and-text/texts-sms/text-conversation-view
### Conversational View
Communication isn’t a one-way street. To ensure effective two-way communication, Salesmate CRM includes a Conversation view for text messages. To view the Conversation screen, follow the steps below.
1. Navigate to the **Left Menu** bar and click the **Text** icon.
You will find the following options under the View:
* **All**-**Inbox**-**Scheduled**-**Sent**-**Outbox**-**Failed**-**Templates**---
### All
With **All**, you can view every sent and received message within a single view.
![All messages view]()
***
### Inbox
You can view all text messages that have received a reply.
![Inbox view]()
You can **Reply** to a conversation from the relevant conversation view.
![Reply to conversation]()
If a contact has multiple numbers assigned, you can select the number to initiate messaging from. You can also insert **Templates** from the predefined list.
![Select number and templates]()
You can **Schedule** the text message.
![Schedule message]()
When you hover over the three dots beside a message, you will see the details of the **To** and **From** numbers and can also delete the text.
![Message actions popup]()
Here's how the details popup looks:
![Details popup]()
***
### Scheduled
Contains all text conversations that are scheduled for future delivery. You can check the scheduled timing. From **Actions**(three dots menu), you can:
* **Reschedule**-**Edit**-**Delete**-**Check Details**![Scheduled messages view]()
***
### Sent
If you use bulk texting, you can check the status of bulk messages here.
![Sent messages view]()
***
### Outbox
All messages scheduled for instant delivery are queued under **Outbox** and are sent in small batches.
***
### Failed
Check the status of failed messages in this folder and retry sending from the same screen to the contact.
![Failed messages view]()
You can also try sending bulk messages by selecting multiple contacts.
![Bulk send selection]()
***
### Templates
You can create and manage text templates.
![Templates view]()
Filter templates under folders and create new folders from the **+** icon.
![Template folders]()
To create a new template, click **+ New Template**.
![Create new template]()
* **Template fields**-- **Template Name:** For identification and future reference.
* **Folder:** Select the folder where the template should be saved.
* **Text Message:** The message body to be sent.
* **Insert Attributes:** Use replaceable variables (for example, `{{Contact.firstName}}` to insert the contact's first name).
![Template attributes example]()
# Text Messaging Service
Source: https://support.getskara.ai/built-in-calling-and-text/texts-sms/text-messaging-service
Text Pilot is now called as **Text Messaging Service**. It helps you to send Text/MMS messages on a large scale. It provides users a mechanism where they can group the number to send bulk messages.
### How is the Text Messaging Service feature useful
* **Geo-Match:** Send outgoing messages from a local matching number.
* **Sticky-Sender:** Use the same number for sending new messages to the same client to maintain conversation history
### Create a new Text Messaging Service
### To create a new Text Messaging Service, please follow these steps:
Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**
![mceclip1.png]()
Go to the **Text Messaging Services** Hit **+ Text Messaging Service**
![mceclip0.png]()
Give it a suitable **Name**
![mceclip1(1).png]()
Choose **Sticky Sender** if you want to maintain a single thread of communication using the same number for sending an outgoing message to a Contact
![mceclip2.png]()
Choose Local Connect if you want to prioritize any phone numbers in the pool, which belongs to the region or area code of the subscribers and **Save** it.
![mceclip3.png]()
You will get options to choose numbers from your pre-purchased list (Existing Numbers) or quickly purchase the new numbers and associate.
All the numbers purchased will be assigned to nobodyAll the numbers purchased will have default settings same as what the user gets when he/she buys the number individually.
* **Add Existing Number:** Salesmate will let you choose any of your pre-purchased numbers for this service. You can search numbers via Phone Number, Alias, or Location.
![mceclip4.png]()
* **Buy New Numbers:** Salesmate will let you quickly buy new numbers from a particular state or area code.
![mceclip5.png]()
### Where can we use the Text Messaging Service Feature
* **Sending Bulk Texts:** Inside from dropdown, we will show an additional name like Real eState Pilot. Users can choose the Text Messaging Service and outgoing messages will be fired using the group of numbers.
![mceclip6.png]()
* **Sending Via Automation:** Inside the automation, we have an option to send from a number. You can choose Text Messaging Service as a service to send text messages.
![mceclip8.png]()
Click on the **Select Number** option and choose the **Text Messaging Service**
![mceclip7.png]()
# Text Messaging Templates
Source: https://support.getskara.ai/built-in-calling-and-text/texts-sms/text-messaging-templates
Use of Templates while text messaging makes your work easier to send repeated texts in the same format OR while sending a bulk message.\*\*Create Text Templates:\*\*Navigate to the **Texts** from the left menu bar Click on **Templates**![mceclip1.png]()
Click on the **+ New Template** button to create a new text template
![mceclip2.png]()
* *Note*\*: You can create folders and store these templates in them to keep them organized.
### \*\*Using Attributes:\*\*Click on **+ New Template**![mceclip3.png]()
Click on **Insert Attributes** Select **Merge Fields** of your choice
![mceclip4.png]()
### \*\*Create Text Template Folder:\*\*Click on the **+ button** beside FOLDERS to create the Text Template Folder
![mceclip5.png]()
### **Note :** You can select a template at the time of sending a single text message or a bulk one.If a single text message is being sent, and as soon as you choose the template, it will replace all variables with the related module and replace the text message body with a written one. Even users can type a variable after selecting a template inside the message and that should be parsed before sending the message.If you are sending the bulk message, then variables will not be replaced while selecting a template, and they will be replaced at the time of sending the messageThe template count will be increased with each send.
# Basic Network Sanity
Source: https://support.getskara.ai/built-in-calling-and-text/troubleshooting/basic-network-sanity
There are specific best practices and troubleshooting guidelines that you should follow to ensure that every call made and received through Salesmate is of the highest quality. Most call quality and transmission issues can be resolved by running the following sanity checks.
* **Quick Links:**
* [Network Connectivity Test](#network-connectivity-test)
* [Network Speed Test](#network-speed-test)
* [Best practices](#best-practices-to-have-a-great-call-experience)
Let's start by learning about the most common call troubles that cloud call centre software users face. And, more particularly, what Salesmate has observed to be the most typical concerns.These concerns can be divided into the following groups:
Unable to initiate a call from Salesmate.Lack of audio or only one-way audio.Call audio gets terminated midway or stops transmittingThe call audio is distorted or contains artifacts.
There could be multiple reasons for all the above scenarios to hinder a clean call experience. The below step by step troubleshooting cues can help you weed out the most basic issues instantly.
### Network Connectivity Test
This helps you identify and troubleshoot all network-related concerns proactively.
Go to [https://networktest.twilio.com/](#network-connectivity-test). Run Twilio’s network test and check for the below network properties
* **Test diagnosis:** Make sure that you clear all the tests under this network test diagnosis. (Note: Video tests are an exception)
* **Handling network failure instances:** If any of the tests fail, it might be indicative of certain firewall restrictions blocking Twilio from communicating with the internet. Here, TCP, UDP or both of these would have failed. The best way to go forward is to **whitelist all the IP addresses** and **open the ports** that are mentioned by Twilio. The list of these ports and IP addresses is listed below in this article.
* \*\*ICE error:\*\*Next is the ICE error which is the most common issue that you might encounter. (In this scenario, your call will be disconnected within 10 secs. The possible solution for this is to Whitelist the IPs and to open up the respective ports.Next step is to check the **number of simultaneous Twilio connections** that Twilio can support within your network. For example, if a team of 20 users use Salesmate calling at the same time and if the result shows that Twilio supports only 12 simultaneous calls, there would be time lags, call quality issues, one-way audio issues and high possibility of call drops.Ensure that the network test is run on every agent’s local machine, and specifically make it mandatory for ones who report facing call quality issuesYou also need to check if the local machine is connected through **LAN or the wireless channel**(LAN is always the preferred option).Please **increase** the **network bandwidth** if needed. This is a crucial step that would solve most of your call quality issuesAlso, please do check if there are other applications(of lesser priority like Youtube, Chrome, etc.) consuming the available bandwidth. If that’s the case, please ask your network/IT team to **deprioritize the other applications and give maximum priority to call and call related activities** to have a smooth call experience.Check for possible **Jitter and Packet loss** issues( Ideally, there should be zero packet loss and jitter should be less than 3s). Understand how to solve this in detail from [here](https://support.twilio.com/hc/en-us/articles/223133127-What-are-Twilio-Client-s-Deployment-Best-Practices-).While all the above-mentioned precautions are to be considered important, you can ignore “Group Room failed errors” since they are common and not a big issue.The test will also ask you to enable your microphone. If you don’t allow your microphone to be tested, an error message will be thrown by the test.
### Network Speed Test
Check the network speed with [speedtest.net](#network-connectivity-test) and send a screenshot of the findings to **[support@salesmate.io](mailto:support@salesmate.io)** or over **chat**.
![mceclip0.png]()
If the router supports [QoS (Quality of Service)](https://www.fortinet.com/resources/cyberglossary/qos-quality-of-service), prioritise the ports listed below or the IP address of the computer(s) making the client calls.Examine your browser for any addons that may be interfering with the calling functions. If there are any, please turn them off.Even after you've completed the above steps, if you're still experiencing call quality issues, keep the. following call details in mind:
-**FROM** number-**TO** number-**The actual timing of the call** Then send it to **[support@salesmate.io](mailto:support@salesmate.io)** or through **chat**.
* **IP’s and Port’s to be Whitelisted in case of Firewall restrictions** The firewall should allow outgoing UDP to the public internet from the browsers that use Salesmate Calling, and allow return traffic in response.
| Component | Address | Server-side port used | Protocol |
| ------------------------------------ | ------------------------------------------------------------------------- | --------------------- | -------- |
| Signaling - GLL (Global Low Latency) | chunderw-gll.twilio.com chunderw-vpc-gll.twilio.com | 443 | TCP |
| Signaling - Regional | chunderw-vpc-gll-.twilio.com (Regions: au1, br1, de1, ie1, jp1, sg1, us1) | 443 | TCP |
| RTP | Static IP range \* | 10,000 - 20,000 | UDP |
| Insights | eventgw\.twilio.com | 443 | TCP |
For the static IP range for UDP, please open up the traffic to the following CIDRs. You have to open up traffic to all the CIDRs mentioned below. Twilio will dynamically connect to one of these IP ranges depending on the browser location.
| Region ID | Location | Media Server IP Address Range | CIDR notation | |
| --------- | --------------------------------------------------------------- | -------------------------------------------------------------- | ---------------------------------- | ---------------------------------------- |
| au1 | Australia | 54.252.254.64 - 54.252.254.127 | 54.252.254.64/26 | |
| br1 | Brazil | 177.71.206.192 - 177.71.206.255 | 177.71.206.192/26 | |
| ie1 | Ireland | 54.171.127.192 - 54.171.127.255, 52.215.127.0 - 52.215.127.255 | 54.171.127.192/26, 52.215.127.0/24 | |
| de1 | Frankfurt | 35.156.191.128 - 35.156.191.255 | 35.156.191.128/25 | |
| jp1 | Japan | 54.65.63.192 - 54.65.63.255 | 54.65.63.192/26 | |
| sg1 | Singapore | 54.169.127.128 - 54.169.127.191 | 54.169.127.128/26 | |
| us1 | US East Coast (Virginia) | 54.172.60.0 - 54.172.61.255 , 34.203.250.0 - 34.203.251.255 | 54.172.60.0/23, 34.203.250.0/23 | |
| Region ID | Location | Media Server IP Address Range | CIDR notation | Port Range |
| --- | --- | --- | --- | --- |
| us1-ix | US East Coast (Virginia) over Interconnect exchange in Virginia | 208.78.112.64 - 208.78.112.127 | 208.78.112.64/26 | 443 (Signaling), 10,000 - 20,000 (Media) |
| us2-ix | US West Coast (Oregon) over Interconnect exchange in San Jose | 67.213.136.64 - 67.213.136.127 | 67.213.136.64/26 | 443 (Signaling), 10,000 - 20,000 (Media) |
| ie1-ix | Ireland over Interconnect exchange in London | 185.187.132.64 - 185.187.132.127 | 185.187.132.64/26 | 443 (Signaling), 10,000 - 20,000 (Media) |
### Best practices to have a great call experience
* **Browser preference:** Use a Chrome/Firefox browser
* **Channel preference:** Use LAN wired connection instead of wireless.
* **Headset preference:** Opt for a high-quality wired headset.
* **Modem preference:** Go for a modern, well-equipped PC with sufficient RAM.Try to have a moderate tab usage (too many tabs eats up your RAM).Don’t run other processor-intensive applications in parallel to Salesmate Calling.Reduce ambient noise such as nearby speakers, fans, exhaust, etc.Adjust the distance of the microphone from your mouth - having it too close to your mouth could cause audio clipping.Adjust the microphone levels in your computer’s sound settings.Ensure that your computer has resources available to process a call.Try disabling any antivirus software if installed.
# Can't hear sound for calls?
Source: https://support.getskara.ai/built-in-calling-and-text/troubleshooting/cant-hear-sound-for-calls
If your team cannot hear the notification sound or sound during the calls or move directly to missed calls. Please take the following steps:**Quick Links**
[Chrome](#settings-for-chrome)
[Safari](#settings-for-safari)
[Firefox](#settings-for-firefox)
### Settings for Chrome
While you're using Salesmate in Chrome browser.
In the **address bar**, click the **padlock icon**. Navigate to '**Site settings**.'
![Screenshot_2023-05-31_at_12.58.06_PM.png]()
Then, make sure '**Sound**' is set to '**Allow**':
!\[Screenshot\_2023-05-31\_at\_1.02.17\_PM.png]\(./images/Screenshot 2023-05-31 at 1.02.17 PM.png)
### Settings for Safari
Access the following while using the Safari browser.
SafariPreferencesWebsitesAuto-Play
Then, make certain that '**yoursalesmatedomain.salesmate.io**' is set to 'Allow All Auto-Play':
![Safari_Pref_Website_AutoPlay_Allow.png]()
### Settings for Firefox
Access the following while using the Firefox browser.
FirefoxPreferencesPrivacy & Security
Click '**Setting**' aligning to **Autoplay**:
![]()
Then, for '**yoursalesmatedomain.salesmate.io**,' modify the default to 'Allow Audio and Video' or establish a custom setting:While you're using Salesmate,
In the **address bar**, click the **padlock icon**. Navigate to the '**Connection Secure Settings**' section.
![]()
Click '**More information**'
![]()
Click '**Permissions**' tabUncheck, '**Use Default**'Select '**Allow Audio and Video**'
![]()
# IP’s and Port’s to be Whitelisted in case of Firewall restrictions
Source: https://support.getskara.ai/built-in-calling-and-text/troubleshooting/ips-and-ports-to-be-whitelisted-in-case-of-firewall-restrictions
* **IP whitelisting**(allowlisting) entails creating a list of trusted IP addresses (dedicated static IP addresses are required), assigning them to a user or group of users as a unique identifier, and allowing the IP address to be used only on the target server.
### Typically, IP whitelisting is handled on:**Edge routers**- typically set up to block undesired traffic on router's TCP and UDP port in order to protect internal LAN from the public internet threats **Firewall**- configured to grant access to the network only to specific users/devices/LANs \*\* Business VPN gateway **Web serve** r - typically to manage incoming requests and prevent extensive malicious requests (brute force attacks)**Application layer**- incoming queries can be evaluated and blocked/allowed by design in the code of the application \*\* SaaS application \*\*- SaaS apps usually allow setting up IP whitelists to harden security measures.
The firewall should allow outgoing UDP to the public internet from the browsers that use **Salesmate Calling**, and allow return traffic in response.
| Component | Address | Server-side port used | Protocol |
| ------------------------------------ | ------------------------------------------------------------------------- | --------------------- | -------- |
| Signaling - GLL (Global Low Latency) | chunderw-gll.twilio.com chunderw-vpc-gll.twilio.com | 443 | TCP |
| Signaling - Regional | chunderw-vpc-gll-.twilio.com (Regions: au1, br1, de1, ie1, jp1, sg1, us1) | 443 | TCP |
| RTP | Static IP range \* | 10,000 - 20,000 | UDP |
| Insights | eventgw\.twilio.com | 443 | TCP |
For the **static IP range for UDP**, please open up the traffic to the following **CIDRs**. You have to open up traffic to all the CIDRs mentioned below. Twilio will dynamically connect to one of these IP ranges depending on the browser location.
| Region ID | Location | Media Server IP Address Range | CIDR notation | |
| --------- | --------------------------------------------------------------- | -------------------------------------------------------------- | ---------------------------------- | ---------------------------------------- |
| au1 | Australia | 54.252.254.64 - 54.252.254.127 | 54.252.254.64/26 | |
| br1 | Brazil | 177.71.206.192 - 177.71.206.255 | 177.71.206.192/26 | |
| ie1 | Ireland | 54.171.127.192 - 54.171.127.255, 52.215.127.0 - 52.215.127.255 | 54.171.127.192/26, 52.215.127.0/24 | |
| de1 | Frankfurt | 35.156.191.128 - 35.156.191.255 | 35.156.191.128/25 | |
| jp1 | Japan | 54.65.63.192 - 54.65.63.255 | 54.65.63.192/26 | |
| sg1 | Singapore | 54.169.127.128 - 54.169.127.191 | 54.169.127.128/26 | |
| us1 | US East Coast (Virginia) | 54.172.60.0 - 54.172.61.255 , 34.203.250.0 - 34.203.251.255 | 54.172.60.0/23, 34.203.250.0/23 | |
| Region ID | Location | Media Server IP Address Range | CIDR notation | Port Range |
| --- | --- | --- | --- | --- |
| us1-ix | US East Coast (Virginia) over Interconnect exchange in Virginia | 208.78.112.64 - 208.78.112.127 | 208.78.112.64/26 | 443 (Signaling), 10,000 - 20,000 (Media) |
| us2-ix | US West Coast (Oregon) over Interconnect exchange in San Jose | 67.213.136.64 - 67.213.136.127 | 67.213.136.64/26 | 443 (Signaling), 10,000 - 20,000 (Media) |
| ie1-ix | Ireland over Interconnect exchange in London | 185.187.132.64 - 185.187.132.127 | 185.187.132.64/26 | 443 (Signaling), 10,000 - 20,000 (Media) |
# Network Speed Test
Source: https://support.getskara.ai/built-in-calling-and-text/troubleshooting/network-speed-test
An internet speed test is a quick and easy way to assess the performance of your internet service. If your internet appears to be slower than it should be, running a speed test is the quickest way to determine whether the problem is on your end or with your internet service provider.Speed test uses your device's internet connection to determine the speed between your device and a test server. Several factors can have an effect on the speed recorded by a test: Wi-Fi and cellular radio capabilities vary greatly between devices (phones, tablets, PCs, etc.).
Check the network speed with [speedtest.net](https://www.speedtest.net/) and send a screenshot of the findings to **[support@salesmate.io](mailto:support@salesmate.io)** or over **chat**.
![mceclip0.png]()
If the router supports [QoS (Quality of Service)](https://www.fortinet.com/resources/cyberglossary/qos-quality-of-service), priorities the ports listed below or the IP address of the computer(s) making the client calls.Examine your browser for any add-ons that may be interfering with the calling functions. If there are any, please turn them off.Even after you've completed the above steps, if you're still experiencing call quality issues, keep the. following call details in mind:
-**FROM** number-**TO** number-**The actual timing of the call** Then send it to **[support@salesmate.io](mailto:support@salesmate.io)** or through **chat**.
# The caller IDs of the incoming calls I receive are incorrect. Why is that?
Source: https://support.getskara.ai/built-in-calling-and-text/troubleshooting/the-caller-ids-of-the-incoming-calls-i-receive-are-incorrect-why-is-that
Caller IDs are passed from carrier to carrier when a call is transmitted. When we receive an incoming call, we perform basic normalization to display the incoming caller ID using standard E.164 formatting.Unfortunately, different carriers vary in their preferred caller ID formatting. Since, calls may traverse through several networks before reaching us, the caller ID information may be altered along the way. In this situation, we will pass along the caller ID (From) information exactly as we receive it from the calling party. It is currently not possible to discover the real caller ID once it has been altered by carriers.There are three main circumstances that cause a caller ID to be displayed incorrectly:
The originating carrier may have incorrectly formatted or not transmitted the original "From" number. This usually results in a missing caller ID, or a "translated" number code.A caller ID may be modified along the way by any intermediary carriers.The caller ID may be lost or replaced when crossing international borders.
* **Notice**: For international calls, local regulations sometimes dictate that a caller ID be modified. We see this especially often with calls from Australia, for instance. Another example of this modification occurs when calls are initiated outside of the USA to the toll-free numbers.
# Local Caller ID (CLI) international compatibility
Local Caller ID (CLI) refers to the Caller-ID when making in-country calls. For example, when you call from a German number to a German mobile number, the local Caller ID is the number that the recipient of the call sees as the caller.We only can guarantee local Caller ID (CLI) for calls made to:
United States, Canada and Caribbean Islands with +1 prefix.All European Countries.
We can not guarantee local Caller ID in other countries around the world.
# Troubleshoot Calling
Source: https://support.getskara.ai/built-in-calling-and-text/troubleshooting/troubleshoot-calling
Calling is affected by a variety of hardware parameters as well as the browser settings of the system from which you are calling:
It is possible that you will be unable to hear what the caller is saying.It is possible that you might not hear anything.It is possible that you will only hear a beeping sound.
Follow the below options to troubleshoot your system:
### **Option one:** Remove and reconnect your audio equipment (\*\*headset/headphone, microphone, etc.
* **) to the system.Check the following link in your Chrome browser to see if you have granted access to your microphone, sound, USB device, or MIDI device (whichever is applicable). Sound and a microphone are required.)chrome://settings/content/siteDetails?site=https%3A%2F%2F **demo.salesmate.io** My Salesmate URL is \*\* demo.salesmate.io.**\*![Screenshot_2018-10-24_at_10.52.16_PM.png]()
* \*If allowed,**refresh/reload (Ctrl/Command+Shift+R)** the page and make a call.It should work 😃
### **Option two:** If it is still not working,Navigate to the following address:\*\*[https://networktest.twilio.com/](https://networktest.twilio.com/).
* \*\* This will check your call settings and, if necessary, authorise access to your microphone.If it is a PASS, refresh/reload the website (**Ctrl/Command+Shift+R**) and make a call.It should work 😃
![Twilio_WebRTC_diagnostics.png]()
Still facing issues feel free to contact us over chat or email on
[support@salesmate.io](mailto:support@salesmate.io)
### Best Practices
Use ethernet and not WiFi. The wireless medium adds to the packet loss and can cause issues with call quality and hence must be avoided.If you are using WiFi, reduce packet conflicts by reducing the number of devices operating on same channel.Avoid transferring huge amounts of data in the same WiFi network as the voice because this can add to the latency.Use high bandwidth internet connection as a lower bandwidth adds to the inherent latency involved in algorithmic processing, network traversal etc.Local network conditions have the highest impact on voice quality. Make sure you have sufficient bandwidth and try using ethernet for voice data.If you have addressed the above issues and continue to have jitter related impact on your voice quality, you may consider configuring your router with QoS rules to prioritize traffic on the UDP ports ranging from 10000-20000. (You can read this great article on setting up QoS for VoIP in your network.)We recommend you use USB / 3.5mm headsets over bluetooth ones. Even while using bluetooth ones, it is better to connect to the USB dongle that comes with the headsets rather than rely on native bluetooth capabilities. This is because each browser behaves differently with different hardware vendors and it becomes impossibly difficult to troubleshoot such issues.
### Troubleshooting procedures for problems with the phone channel
Upgrade Browser and Flash to latest version.Ensure your network ports aren’t being blocked by Firewall / router / antivirus software. Check out the section “Firewall” under “Minimum Requirements” in this document for the ports to be opened.If your router supports QoS, prioritize UDP ports in the range 10000-20000, and the IP address of the sales reps making/receiving the calls. Tips on setting up QoS for VoIP in your network can be found
[here](http://www.pcworld.com/article/212867/optimize_your_office_router_for_voip_video.html)
.Check your network latency with the
[Ping test site](http://www.pingtest.net/)
. If the grade is less than A, call quality might be degraded.
# Twilio Network Test
Source: https://support.getskara.ai/built-in-calling-and-text/troubleshooting/twilio-network-test
There are certain best practices and troubleshooting norms that you should follow to ensure that every call made and received from Salesmate is of the highest quality. One of them is the \*\*Network Connectivity Test.
* \*\*Note
* \*\* Before proceeding with the test please ensure that there are no WebRTC blocking extensions or services operational in browser.
# Test for Network Connectivity
We recommend that you run the following tests. This assists you in proactively identifying and troubleshooting all network-related issues.
Run the Twilio network test:**[https://networktest.twilio.com/](https://networktest.twilio.com/)**. In order to have efficient calling, the highlighted parameters must be passed.
![Screenshot_2019-09-20_12.02.26.png]()
For more general WebRTC tests, please visit **[https://test.webrtc.org](#test-for-network-connectivity)**.\*\* The highlighted parameters must be passed in order to have efficient calling.
![Screenshot_2019-09-20_12.17.54.png]()
For more information about Network Test Parameters please visit,
[Calling FAQ's](https://support.salesmate.io/hc/en-us/articles/360033576432)
# Why do some SMS recipients see a Sender ID that is not my Salesmate number?
Source: https://support.getskara.ai/built-in-calling-and-text/troubleshooting/why-do-some-sms-recipients-see-a-sender-id-that-is-not-my-salesmate-number
A sender ID is **an alphabetic name that identifies the sender of an SMS message**. Sender ID change may occur when you send messages from a number that is not local to your recipients, for example- when using a US number to send SMS to German mobile users, your sender ID appears on the recipient's device instead of a phone number. This is often done to comply with local regulations or to ensure the highest possible delivery rate for your messages.
![mceclip2.png]()
\*\*Note:\*\*Sender ID change will **not** occur when you send messages using a number from the same country as the recipient, for example- using a US number to send SMS to a US mobile user.Sender ID change does not negatively affect delivery quality, however, it means that replies from recipients will not be routed back to your number.
# Calling - Basic Operations ( Make/ Receive Calls )
Source: https://support.getskara.ai/built-in-calling-and-text/voice-overview/calling-basic-operations-make-receive-calls
Salesmate CRM’s built-in VoIP-based phone system enables you to call your clients from anywhere with our mobile and web apps.You can Make/Receive Calls via your Browser or Phone.
### **Topics covered:**
[Making a Call - Dial Out](#making-a-call-dial-out)
[Call via Browser](#call-via-browser)
[Call via Phone](#call-via-phone)
[Receiving a Call - Incoming Call](#to-receive-calls-in-salesmate)
### Making a Call - Dial Out
To make an Outgoing Call,
Click on the **Make a call** button (
![Screen_Shot_2018-06-29_at_1.50.02_AM.png]()
) on the top right. Copy/Type the number into the **To** field to dial out.This option is if you have a number that is \*\*not associated with a contact.
![mceclip0.png]()
### Call via Browser
You can also call out of Salesmate by heading to the **Contact List Page**. To make a Call via Browser,Note: Make sure you have included Mobile OR Phone fields in the list of columns from the [Manage Columns](https://support.salesmate.io/hc/en-us/articles/115000650829-The-List-View-Bulk-editing-filtering) option
Go to Contact List/Detail Page.Hover over the number you wish to call.It will display the option to **Call via Browser** OR \*\*Call via Phone.
![mceclip1.png]()
Click on \*\*Call via Browser.
* \*\*As you hit the option a pop-up will be displayed with the Contact Name.On this pop-up, you can take notes, disconnect the call, or [start OR stop recording](https://support.salesmate.io/hc/en-us/articles/360004733491-How-do-you-enable-call-recording-) the call.
![mceclip2.png]()
### Call via Phone
In order to place a Call via Phone, You will need to add a mobile number,
Navigate to **Profile Icon** on top right cornerClick on \*\* Go to \*\*My Accounts \*\*.
![mceclip3.png]()
Add your **Mobile Number**.
![mceclip4.png]()
Now, Go to Contact List/Detail Page.Hover over the number you wish to call.Click on **Call via Phone**. This will make calls from your mobile number to the contact.
### To receive calls in Salesmate:
When you have an incoming call on your number a pop-up will be shown with the number if the number is not saved as a contact in Salesmate. If the number exists in Salesmate-related contact will be shown.You can choose to pick up (receive) the call using the **Green** button or Hang Up using the **Red** button.Once you receive the call, you can [log](https://support.salesmate.io/hc/en-us/articles/360004672292-How-do-calls-get-logged-) it.
![mceclip5.png]()
# Documents required for Calling Activation
Source: https://support.getskara.ai/built-in-calling-and-text/voice-overview/documents-required-for-calling-activation
In accordance to the recent changes in regulatory compliance for purchasing numbers, you are required to submit one document each from the below list as **proof of identity** and \*\*proof of address.
* \*\* Verification of documents can take up to 48 hours after which you should be able to purchase a number and get started.
| For Individuals | For Companies |
| -------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------- |
| Government-issued ID showing addressPassportVisaUtility billTax noticeRent receiptTitle deed | Commercial registry or equivalent showing addressUtility billTax noticeRent receiptTitle deed |
When you try to buy a phone number, it will show the details of how much it is going to cost you each month for the selected number. Once you click on **confirm**, the number will be added to your account and then you can assign it to the users to whom you would like to give access to that number.
![mceclip0.png]()
\*\*Note:\*\*You may note that some numbers are subject to regulatory approval and cannot be purchased directly, in the case a Regulatory Bundle has to be raised which takes up to 72 hours for approval and is subject to which the numbers can be purchased.
* **Please read the guidelines for the documentation here: [https://www.twilio.com/guidelines/regulatory](https://www.twilio.com/guidelines/regulatory)**
# Getting calls from these strange numbers?
Source: https://support.getskara.ai/built-in-calling-and-text/voice-overview/getting-calls-from-these-strange-numbers
If you're getting inbound calls from a strange number that doesn't look like a real phone number, sometimes we don't get numbers inside Incoming Calls, and their caller ID is either unavailable or blocked.Check to see if it's one of the numbers below.
| RESTRICTED | 737 874-2833 |
| ------------ | ------------ |
| BLOCKED | 256-2533 |
| UNKNOWN | 865-6696 |
| ANONYMOUS | 266696687 |
| UNAVAILABLE | 86282452253 |
| EMPTY | 464 |
| No Caller ID | 464 |
These statuses are more common when the caller is calling from a VoIP service.
# How do you add / purchase phone numbers?
Source: https://support.getskara.ai/built-in-calling-and-text/voice-overview/how-do-you-add-purchase-phone-numbers
### Before you buy a phone number:
You need to **enable the built-in phone (voice & text) app** by requesting one. To do so:
[Click here for detailed steps to enable calling](https://support.salesmate.io/hc/en-us/articles/360004733011-How-do-you-enable-the-calling-app-)
### To buy a phone number:
Once your built-in phone feature is enabled, you need to purchase phone numbers to make and receive calls in Salesmate.
Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**
![mceclip0.png]()
Click on **Get Started**
![mceclip2.png]()
You will be redirected to the list of numbers available to purchase. You can choose to buy a **Local number or Mobile number** in your country or buy a **Toll-free number**. Select one of the two options.
![mceclip3.png]()
### Choose your Salesmate Phone Number
This number will be used for calling and texting. Click on any phone number to continue.
Click on the **Country**, to select the appropriate Country Phone Numbers to Dial out
![mceclip0(1).png]()
Search via **Number** or **Location**
![mceclip1.png]()
Make a selection for the **Type** of Number required
AnyLocalToll-FreeMobile
![mceclip2(1).png]()
\*\*Note:\*\*Just in case you do not have credits being purchased you will need to **[purchase credits](https://support.salesmate.io/hc/en-us/articles/360004672232-How-do-you-purchase-recharge-phone-credits-)** before you can purchase a phone number.
* **Select** the Number, you would like to purchase and click on **Buy Now**
![mceclip3.png]()
Confirm the **Credits** for Purchase
![mceclip3(1).png]()
Click on **Confirm**### \*\*Local Number:\*\*Local numbers are currently available in \*\*80+\*\*countries.Select the country and the corresponding state (in the case of the US) where you want your local number to be available in.You can also use the search box on the right to find numbers that have specific digits.Choose a number from the list of numbers displayed in the results and click **Select**. A **confirmation dialog box** with the cost of the number appears. Click **Confirm** to complete the purchase.
\*\*Note:\*\*In accordance with the recent changes in [**Regulatory Compliance**](#before-you-buy-a-phone-number) for purchasing numbers, you'll need to submit valid address proof and other documents to purchase a number.
### \*\*Toll-free number:\*\*Purchase your dial-in toll-free numbers from any one of these 4 countries
* \*\* The United States of America, The United Kingdom,**Canada,** and **Australia**. Select the country and the extension of the toll-free number that you like to use.Use the search box to find numbers with specific digits.Choose a number from the list of numbers displayed in the results and click **Select**. A confirmation dialog box with the cost of the number appears. Click \*\* Confirm\*\* to complete the purchase.
### After buying the phone number:
* The **Make a call** button (
![phone-call_edit.png]()
) seen on the Quick Actions Bar is used to make a call from anywhere in Salesmate.
![mceclip5.png]()
Check if it is \*\*enabled.
* \*\*If not, you need to configure your phone settings:
Navigate to **Setup** from profile icon \*\* Voice & Text **Voice Apps** The list of all the purchased numbers appearsClick on number you have would like to edit,**Action** button will pop up.Click on **Action** and then\*\* Edit \*\*
![mceclip6.png]()
Check if you have assigned a user in the '**Selected User**'
![mceclip4.png]()
You can assign more than one user to a number and users can make or receive calls with that number.If no number is assigned to you then make a call button is set to \*\*![Screen_Shot_2018-06-29_at_1.48.52_AM.png]()
\*\* and if you are assigned, then it will be set as
![phone-call_edit.png]()
# How do you enable the calling app?
Source: https://support.getskara.ai/built-in-calling-and-text/voice-overview/how-do-you-enable-the-calling-app
In Salesmate, to be able to call out of the app using Salesmate Calling, you will need to activate the Voice app.Below are the steps to help you with the activation :
Navigate to the **Profile Icon** on the top right cornerClick on **Setup** Head over to **Voice & Text** categoryClick on **Voice Apps**
![mceclip0.png]()
Click on **Install**(Salesmate Voice & Text)
![mceclip1.png]()
To **activate** Voice and Text, you'll need to provide us with the following information. Once verified, Salesmate Voice and text will be activated in your account.
![mceclip2.png]()
\*\*Note:\*\*It will take 24 working hours to validate the information and process the request. If any, additional information is required; it will be communicated via email.Once the calling feature has been activated you'll get the below page.
Select **Get Started**
![mceclip2(1).png]()
You will see the **Salesmate Voice & Text** page with the list of numbers to buy.Salesmate provides an option to choose the number on basis of
CountrySearch Via - Number and LocationTypeSelect the number of your choice and click on **Buy Now**.
![mceclip3.png]()
\*\*Note:\*\*Phone/Calling is an add-on service (pay-per-minute / pay-per-SMS service) to the CRM subscription. Thus you will be paying for a user subscription as well as load calling credits and utilize them towards purchasing the number, calling, and texting.
# How to Add Call Logs
Source: https://support.getskara.ai/built-in-calling-and-text/voice-overview/how-to-add-call-logs
In Salesmate, all phone calls you make and receive are automatically logged.You can check them by:
Navigate to **Add Widget** on **Dashboard**
![mceclip0.png]()
Search for \*\*Call Logs.
* \*\*Click on **Add to Dashboard.**
![mceclip1.png]()
However, on the off chance that you receive a call from a contact on your personal number. You might want to have it logged too, for that Salesmate allows you to manually log calls and also add notes for the same.
# Introduction to Salesmate Calling
Source: https://support.getskara.ai/built-in-calling-and-text/voice-overview/introduction-to-salesmate-calling
Salesmate CRM’s built-in VoIP-based phone system enables you to call your clients from anywhere with our mobile and web apps.Get toll-free and virtual phone numbers in over 80 countries with a specific area code for everyone on your team.Utilize the top-class calling and texting features of Salesmate CRM without any setup charges or hidden costs, and it takes less than 5 mins to start calling.
[Learn More](https://support.salesmate.io/hc/en-us/articles/360004733011-How-do-you-enable-the-calling-app)
### Why use Salesmate calling?
### Cloud-based system:
A simple web-based service that efficiently handles calls, voicemails, and messages for your business using the internet connection and VoIP technology. You do not require any hardware setup or software installation, it is set up by default in your Salesmate account.
![mceclip2.png]()
### Local and Toll-Free numbers:
You can purchase Toll-free numbers which your customers can call for free. Or if you’d rather have them pay each time they call, you can buy local numbers for the same.
![mceclip3.png]()
### Assign a number to your teammates:
You can purchase multiple local and toll-free virtual phone numbers from Salesmate CRM and assign them to your sales reps.
![mceclip4.png]()
### Custom greetings:
When customers call, you can choose to greet them with a custom message by typing your welcome message and have it converted to speech.
![mceclip5.png]()
* *OR*\* record a [custom message](#assign-a-number-to-your-teammates) in your own voice.
![mceclip6.png]()
### Answer via Browser or Phone:
Your sales reps get the flexibility of taking calls from the browser and on their phones. They can switch between the two by answering urgent calls on their mobile phones when they are away from their desks and vice versa.
![Screenshot_2023-05-30_at_5.00.32_PM.png]()
### Automatic call recording:
You can choose to automatically record all calls made and received in Salesmate. You can add tasks, and appointments and link call logs to existing records or create new records for the same.
![mceclip7.png]()
### Call Logs:
You can find out how many calls your rep made, total time spent, and the outcomes of their calls. Use Salesmate to track all inbound and outbound calls. Salesmate’s virtual phone system automatically logs all incoming and outgoing calls for you as an activity. Moreover there is a dedicated **Call Logs report** which you can add it as a widget on your Salesmate's dashboard.
![mceclip8.png]()
# Know Your Customer (KYC) in the United Kingdom
Source: https://support.getskara.ai/built-in-calling-and-text/voice-overview/know-your-customer-kyc-in-the-united-kingdom
**Note:** This is applicable to only "Salesmate Voice & Text" UsersTopics Covered:
* [What is Know Your Customer (KYC)?](#what-is-know-your-customer-kyc)
* [KYC Requirements in the United Kingdom](#kyc-requirements-in-the-united-kingdom)
* [What KYC information will be required for Individuals/Businesses in the UK?](#what-kyc-information-will-be-required-for-individualsbusinesses-in-the-uk)
### What is Know Your Customer (KYC)?
KYC is essentially customer information that is required to identify and verify an individual or business is who they say they are and commonly consists of name, address, and date of birth for Individuals and company name, registered address, business verification documents, etc for businesses
### KYC Requirements in the United Kingdom
Given the rise in scams and fraud over the last few years, the UK regulator issued updated Know Your Customer (KYC) guidelines that Twilio is implementing in 2024.These new requirements will be put in place to protect consumers from fraud, spam, and bad actors by requiring businesses to submit and verify their businesses with Twilio.
### What KYC information will be required for Individuals/Businesses in the UK?
* [Individual: Local/National/Mobile/Toll-Free Numbers](#individual-localnationalmobiletoll-free-numbers)
* [Business: Local/National/Mobile/Toll-Free Numbers](#business-localnationalmobiletoll-free-numbers)
### Individual: Local/National/Mobile/Toll-Free Numbers
| Information Required | Documentation Required | Acceptable DocumentationOne of the following | | | | | | | | | | | | | | | | |
| ---------------------------------------------------------------------------------------------------------- | ------------------------- | -------------------------------------------------------------------------------------- | - | ------------- | ------------------------- | - | - | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------- | - | - | ----- | ------------------------- | - | - | ------------------- | ------------------------- | - |
| Name | Proof of Identity | Government-issued IDPassport | | | | | | | | | | | | | | | | |
| UK AddressMust be a valid United Kingdom address. | Proof Of Address | Government-issued ID showing local addressUtility billTax noticeRent receiptTitle deed | | | | | | | | | | | | | | | | |
| UK Emergency Address(if different from the address provided above) Must be a valid United Kingdom address. | No documentation required | | | Date of Birth | No documentation required | | | Phone NumberThis must be a valid mobile number only where the customer can be reached. This cannot be a number which you've acquired from a CPaaS provider such as Twilio. | No documentation required | | | Email | No documentation required | | | Comments (optional) | No documentation required | |
### Business: Local/National/Mobile/Toll-Free Numbers
| Information Required | Required Documentation | Acceptable Documentation | | | | | | | | | | | | | | | | | | | | | | | | |
| ----------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------- | ------------------------------------ | - | --------------------------------------------------------------------- | ------------------------- | - | ----------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------- | ------------------------- | - | - | ---------------------------------- | ------------------------- | - | - | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------- | - | - | -------------------------------------- | ------------------------- | - | - | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | - | - |
| Business Name | Proof of Identity(Documentation is required for businesses not using a UK Companies House Registration Number) | Except from the commercial register | | | | | | | | | | | | | | | | | | | | | | | | |
| Registration Authority(Name of entity where your business is registered if it is not UK Companies House) | Proof of Identity (Documentation is required for businesses not using a UK Companies House Registration Number) | Except from the commercial register | | | | | | | | | | | | | | | | | | | | | | | | |
| Business Registration Number | Proof of Identity(Documentation is required for businesses not using a UK Companies House Registration Number) | Excerpt from the commercial register | | | | | | | | | | | | | | | | | | | | | | | | |
| Website address | No documentation required | | | Business AddressMust be a valid address. May be anywhere in the world | No documentation required | | | Emergency Address (if different from business address) May be a valid address. May be anywhere in the world | No documentation required | | | Authorized Representative's\* Name | No documentation required | | | Authorized Representative Phone Number This must be a valid mobile number only where the customer can be reached. This cannot be a number which you've acquired from a CPaaS provider such as Twilio. | No documentation required | | | Authorized Representative's Work Email | No documentation required | | | Direct Customer - My business uses Twilio to communicate internally or with our customers. Independent Software Vendor (ISV) Reseller, or Partner - My business uses Twilio in a product that I sell to my customers. | | |
| If you are an Independent Software Vendor (ISV), will you assign the Twilio phone number(s) to your end customer(s)? (Yes/No) | No documentation required | | | Comments (optional) | | | **Note:** The authorized representative should be a senior manager in the company who is responsible for phone numbers. | | | | | | | | | | | | | | | | | | | |
# Salesmate supported international phone number availability and their capabilities
Source: https://support.getskara.ai/built-in-calling-and-text/voice-overview/salesmate-supported-international-phone-number-availability-and-their-capabilities
Salesmate offers Voice and SMS-enabled phone numbers globally. These phone numbers are either generally available (GA). Any locations marked as Beta are also available and will be moved out of beta within a few months. Preview locations are in the implementation phase, we don't have any timeline for those numbers.
**Note:** In accordance with the recent changes in regulatory compliance for purchasing numbers you are required to submit one document as identity proof for individuals and companies
### **Topics covered:**
* [Dual Functionality (Voice and SMS enabled) Phone Numbers](#dual-functionality-voice-and-sms-enabled-phone-numbers)
* [Voice Enabled Only Phone Numbers](#voice-enabled-only-phone-numbers)
* [SMS Enabled Only Phone Numbers](#sms-enabled-only-phone-numbers)
* [Toll-Free Phone Numbers](#toll-free-phone-numbers)
### Dual Functionality (Voice and SMS enabled) Phone Numbers
Salesmate phone numbers from the following countries have dual functionality and can be used to make/receive phone calls as well as to send/receive messages.
| Country | Beta/GA | Phone NumberType | DomesticCalls Only |
| ------------------ | ------- | ---------------- | ------------------ |
| Australia | GA | Mobile | Yes |
| Austria | GA | Mobile | No |
| Belgium | GA | Mobile | No |
| Canada | GA | Local | No |
| Chile | Preview | Local | No |
| Chile | Preview | Local | Yes |
| DenmarkNOW IN BETA | Beta | Mobile | No |
| Finland | GA | Mobile | No |
| France | GA | Mobile | No |
| Israel | GA | Mobile | No |
| Netherlands | GA | Mobile | No |
| Puerto Rico | GA | Local | No |
| South Africa | Beta | Mobile | No |
| United Kingdom | GA | Mobile | No |
| United States | GA | Local | No |
### Voice Enabled Only Phone Numbers
Salesmate phone numbers from the following countries are able to make and receive voice calls.
| Country | Beta/GA | Phone NumberType | DomesticCalls Only |
| ------------------------------- | ------- | ------------------ | ------------------ |
| Argentina | GA | Local | Yes |
| Australia | GA | Local | No |
| Austria | GA | Local | No |
| Barbados | GA | Local | Yes |
| Belgium | GA | National | No |
| Benin | GA | Mobile | No |
| Bosnia and HerzegovinaNOW IN GA | GA | National | Yes |
| Brazil | GA | Local | No |
| Bulgaria | GA | Local | No |
| Cayman Islands | GA | Local | No |
| Chile | GA | Local | No |
| Colombia | GA | Local | No |
| Costa Rica | Preview | National | No |
| Croatia | GA | Local | No |
| Cyprus | GA | Local | No |
| Czech Republic | GA | Local | No |
| Czech Republic | GA | National | No |
| Dominican Republic | GA | Local | No |
| EcuadorNOW IN GA | GA | Local | No |
| El Salvador | GA | Local | No |
| Estonia | GA | National | No |
| Finland | GA | National | No |
| France | GA | Local | No |
| Ghana | GA | Mobile | No |
| Greece | GA | Local | No |
| GrenadaNOW IN GA | GA | Local | No |
| Hungary | GA | Local | No |
| Iceland | GA | Local | No |
| Indonesia | GA | Local | No |
| Ireland | GA | Local | No |
| Isle of Man | Preview | Mobile | No |
| Israel | GA | Local and National | No |
| Jamaica | GA | Local | No |
| Japan | GA | National | No |
| Kenya | GA | Local | Yes |
| Macau | GA | Mobile | No |
| Mali | Beta | Local | No |
| Mauritius | GA | Mobile | No |
| Mexico | GA | Local | No |
| Moldova | Preview | Local | No |
| New Zealand | GA | Local | No |
| Panama | GA | Local | No |
| Philippines | GA | Local | No |
| Romania | GA | Local | No |
| SingaporeNOW IN BETA | Beta | National | No |
| Slovenia | GA | Local | No |
| South Africa | Beta | Local | No |
| South Africa now IN BETA | Beta | National | No |
| Sri Lanka | Preview | Mobile | Yes |
| SudanNOW IN BETA | Beta | Local | No |
| Switzerland | GA | Local | No |
| Thailand | GA | Local | Yes |
| Trinidad and Tobago | GA | Local | No |
| Tunisia | Beta | National | No |
| Uganda | Beta | National | Yes |
| United Kingdom | GA | Local and National | No |
| Uruguay | Preview | Local | Yes |
| Venezuela | Preview | Local | Yes |
### SMS Enabled Only Phone Numbers
Salesmate phone numbers from the following countries are able to send and receive SMS. Some of these numbers are both domestic and global SMS enabled, while some can only be used to send domestic messages.
| Country | Beta/GA | Phone NumberType |
| ------------------------ | ------- | ---------------- |
| Australia | GA | Mobile |
| Chile | GA | Mobile |
| Czech Republic | GA | Mobile |
| Estonia | GA | Mobile |
| Hong Kong | GA | Mobile |
| Hungary | GA | Mobile |
| Israel | GA | Mobile |
| ItalyNOW IN BETA | Beta | Mobile |
| Lithuania | GA | Mobile |
| Philippines\*NOW IN BETA | Beta | Mobile |
| Poland | GA | Mobile |
| Portugal | GA | Mobile |
| Singapore | Beta | Mobile |
| Slovakia | Preview | Mobile |
| Switzerland | GA | Mobile |
| Sweden is now IN BETA | Beta | Mobile |
| United Kingdom | GA | Mobile |
### Toll-Free Phone Numbers
Salesmate offers toll-free phone numbers from the following countries. These numbers are designed to be used for inbound voice calls, are domestically reachable only, and are not accessible from payphones. The exception is US Toll-Free numbers which can be reached from Canada and include SMS capabilities.
| Country | Beta/GA | Phone NumberType | Domestic callsOnly |
| ------------------ | ------- | ---------------- | ------------------ |
| Argentina | Beta | Toll-Free | Yes |
| Australia \* | GA | Toll-Free | Yes |
| Austria | Beta | Toll-Free | Yes |
| Belgium | Preview | Toll-Free | Yes |
| Botswana | Beta | Toll-Free | Yes |
| Bulgaria | Beta | Toll-Free | Yes |
| Brazil | Beta | Toll-Free | Yes |
| Canada | GA | Toll-Free | Yes |
| Chile | Preview | Toll-Free | Yes |
| Colombia | Beta | Toll-Free | Yes |
| Costa Rica | Preview | Toll-Free | Yes |
| Czech Republic | GA | Toll-Free | Yes |
| Denmark | Beta | Toll-Free | Yes |
| Dominican Republic | Preview | Toll-Free | Yes |
| Ecuador | Preview | Toll-Free | Yes |
| Egypt | Preview | Toll-Free | Yes |
| Finland | Beta | Toll-Free | No |
| Hong Kong | GA | Toll-Free | Yes |
| Indonesia | Beta | Toll-Free | Yes |
| Israel | Beta | Toll-Free | Yes |
| Italy | Preview | Toll-Free | Yes |
| Japan | GA | Toll-Free | Yes |
| Jordan | Preview | Toll-Free | Yes |
| Mexico | Beta | Toll-Free | Yes |
| New Zealand | GA | Toll-Free | Yes |
| PanamaNOW IN BETA | Beta | Toll-Free | Yes |
| Paraguay | Preview | Toll-Free | Yes |
| PeruNOW IN BETA | Beta | Toll-Free | Yes |
| Philippines | Beta | Toll-Free | Yes |
| Qatar | Preview | Toll-Free | Yes |
| Singapore | Preview | Toll-Free | Yes |
| Slovakia | Beta | Toll-Free | Yes |
| Sri Lanka | Preview | Toll-Free | Yes |
| Thailand | Beta | Toll-Free | Yes |
| Uganda | Beta | Toll-Free | Yes |
| United Kingdom | GA | Toll-Free | Yes |
| United States | GA | Toll-Free | Yes |
| Uruguay | Preview | Toll-Free | Yes |
| Venezuela | Beta | Toll-Free | Yes |
# Voicemail Drop
Source: https://support.getskara.ai/built-in-calling-and-text/voice-overview/voicemail-drop
Sales reps spend a lot of time doing cold calling and the majority of calls end in **voicemail**. Repeating the same message, again and again, can be hectic and by the end of the day, it loses energy to drop a compelling message to pursue a sale. With the Salesmate **voicemail drop** feature, you can store multiple pre-recorded messages and choose one to be auto-dropped when the call ends to a voicemail.
\*\*Note:\*\*The Feature is available on Business Plan and above only. The VM Drops can be uploaded/added by an Admin user only.
### **Topics covered:**
* [Uploading a pre-recorded voicemail message.](#uploading-a-pre-recorded-voicemail-message)
* [Recording an mp3 file.](#recording-an-mp3-file)
* [Drop a voicemail for an Outgoing Call.](#drop-a-voicemail-for-an-outgoing-call)
### Uploading a pre-recorded voicemail message
To upload a pre-recorded message in Salesmate.
Navigate to the **Profile icon** on the top right cornerGo to **My Accounts** Click on **Voicemail Drop**![mceclip0.png]()
Click on Upload Audio
![mceclip3.png]()
* *Subject*\*- To choose a proper voicemail from multiple voicemails.
* **Upload MP3 File**- A pre-recorded message in MP3 format.
\*\*Note:\*\*The maximum size of an Audio file for upload is 5MB.
![mceclip5.png]()
Click \*\*"Save".
* \*\* Similarly, additional files can be uploaded to be used as VM Drops.You can also update and remove the uploaded file via Edit and remove option.
![mceclip1.png]()
### Recording an MP3 file
These days there are many tools available on your desktop or mobile apps to record MP3 files.
Recording using
[QuickPlayer.](#uploading-a-pre-recorded-voicemail-message)
Record MP3 online via
[your browser](https://online-voice-recorder.com/)
### Drop a voicemail for an outgoing call
While you are on an outgoing (outbound) call and as soon as you hear the voicemail beep, click on the **drop voicemail button** and choose one of the pre-recorded messages. The voicemail will be dropped to the customer in the background, and you may continue your work henceforth.
![mceclip2.png]()
**Note:** If you have dropped a VM to a customer, then the call discard option will not be visible in the calling widget. So that a recording can be dropped in the background and it gets auto-associated with the customer's timeline.
# What are the call recording laws?
Source: https://support.getskara.ai/built-in-calling-and-text/voice-overview/what-are-the-call-recording-laws
Call recording is complicated and sometimes controversial practice. It is the prerogative of business owners to comply with all relevant regulations and industry standards. Accomplishing this task requires background research about which laws apply to particular businesses.Call recording law encompasses a variety of call recording functions. These include, but are not limited to, issues of participant consent, regulations about the storage of recordings, and the legality of pausing and resuming live recordings.In order to investigate which call recording laws apply to a certain call center, numerous agencies and resources must be checked. Articles and blog posts like this one can be tremendously useful, but should not be taken as a doctrine. Rather, companies must consider a number of sources before putting call recording practices into place.
### **Topics covered:**
* [Call Recording in Salesmate](#call-recording-in-salesmate)
* [Call Recording Laws for the United States](#call-recording-laws-for-the-united-states)
* [Call Recording Laws for the United Kingdom](#call-recording-laws-for-the-united-kingdom)
* [Call Recording Laws for Ireland](#call-recording-laws-for-ireland)
* [Call Recording Laws for Canada](#call-recording-laws-for-canada)
* [Call Recording Laws for Other Countries](#call-recording-laws-for-other-countries)
* [List Of Resources](#list-of-resources)
### Call Recording in Salesmate
The call recording feature in Salesmate CRM allows you to keep records of your phone calls with contacts to make follow-up calls easier and keep your team up-to-date. The information below is designed to provide you with guidelines about some things you'll need to consider when recording calls; however, Salesmate always recommends you speak with your legal team to make sure you've got everything covered.Some states require more than one party's consent to record a call. In these cases, you'll need to make sure that everyone involved consents before starting to record a call. Salesmate's Phone number settings allow you to turn OFF / ON call recording for each number you have purchased. You can even choose to disable call recording during a call. We also advise you to configure your welcome message to include relevant information about call recording if you have turned it ON. However, because Salesmate can't be sure where your contact is actually located when you call them (especially since the world relies so heavily on mobile devices), it's good practice to get consent where there's any uncertainty or to consider making it a policy to always ask for consent.
### Call Recording Laws for the United States
In the majority of U.S. states, you'll only need consent from one of the people participating in a call in order to record it (this is often referred to as "one-party consent"). Since you're opting to record the call you're placing, and presumably, you consent to your own recording of the call, you won't need to do anything else to comply with the laws of those types of states.However, approximately 13 states have chosen to require all parties' consent (sometimes called "two-party consent") in order to record the call. These states are currently California, Connecticut, Delaware, Florida, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Pennsylvania, Vermont, and Washington State.For more general information on the subject, you might want to take a look at Wikipedia's page on
[telephone recording laws](http://en.wikipedia.org/wiki/Telephone_recording_laws)
or the Digital Media Law Project's article on some of the
[basics of state recording laws](#call-recording-laws-for-the-united-states)
.
### Call Recording Laws for the United Kingdom
Several laws govern the practice of recording calls in the United Kingdom (U.K.). Unless you can guarantee that the call won't be shared with any third parties *and* is being recorded to either gather evidence, ensure regulatory compliance, or prevent crime, it's best to think of the U.K. as an "all-parties consent" jurisdiction. You can read more about the UK's approach by checking out Wikipedia's page on
[telephone recording laws](http://en.wikipedia.org/wiki/Telephone_recording_laws)
, Ofcom's
[FAQ page](http://www.ofcom.org.uk/static/archive/oftel/consumer/advice/faqs/prvfaq3.htm)
for the regulations, or VanillaIP's quick
[summary](http://www.vanillaip.com/wp-content/uploads/2014/05/UK-Call-Recording-Regulatory-and-Legal-Compliance.pdf)
on the subject.
### Call Recording Laws for Ireland
Irish law is pretty clear: to record calls, you must obtain consent, so Ireland joins the U.K. and 13 U.S. states as an "all-parties consent" jurisdiction. Irish law makes clear that the purpose of the recording should be explained in detail, so the parties participating can give informed consent. You can read more about Ireland's approach to call recording at the end of the Data Protection Commissioner's [FAQ page](http://www.dataprotection.ie/docs/Contacting-Customers/1248.htm#6).
### Call Recording Laws for Canada
Like Ireland, Canada has established a single set of rules for call recording, built into its electronic privacy law (PIPEDA). Joining the other countries and states mentioned above, Canada has adopted an "all parties consent" approach: to record a call, you need to obtain informed consent by notifying others on the call (1) that you intend to record the conversation, (2) any purposes the recording will be used for, and (3) that the call may only be recorded with each person's consent. For more details on Canada's approach, you can take a look at the Privacy Commissioner's [Guidelines for Recording Customer Calls](https://www.priv.gc.ca/resource/fs-fi/02_05_d_14_e.asp).
### Call Recording Laws for Other Countries
While this article has chosen to highlight certain countries above, it's by no means an exhaustive list. Before making a call to a country, Salesmate recommends making sure that you and your legal team have an understanding of any regulations there, and always obtain consent if you're in doubt.
### List of resources:
* [FCC](https://www.fcc.gov/guides/recording-telephone-conversations)
– Guide to Recording Telephone Conversations
[Digital Media Law Project](http://www.dmlp.org/legal-guide/practical-tips-recording-phone-calls-conversations-meetings-and-hearings)
– Practical Tips for Recording Phone Calls, Conversations, Meetings, and Hearings
[Privacy Rights Clearinghouse](https://www.privacyrights.org/content/wiretapping-and-eavesdropping-telephone-calls)
– Fact Sheet 9: Wiretapping and Eavesdropping on Telephone Calls
[Cornell Legal Information Institute](https://www.law.cornell.edu/uscode/text/18/2511)
– 18 U.S. Code 2511 – Interception and disclosure of wire, oral, or electronic communications prohibited
[Reporters Committee For Freedom of the Press](http://www.rcfp.org/reporters-recording-guide)
– Reporter’s Recording Guide
[Justia US Law](http://law.justia.com/)
– A searchable compilation of US laws **Disclaimer:** While every reasonable effort was made to ensure that the above information is accurate, Salesmate does not guarantee that this article is accurate and up-to-date. Salesmate does not accept responsibility for any loss, damage or legal action incurred by your company as a result of the information contained in this article.
# How to block/unblock a contact in Skara
Source: https://support.getskara.ai/chats/additional-information/how-to-blockunblock-a-contact-in-salesmate
Skara allows you to **block/unblock** a contact. If a contact is abusive, offensive, or spamming, then they can be blocked by selecting the block option from the contact's detail view.
Once a contact is blocked inside Skara there will be no new emails or chat requests received from the blocked contact.
If you want to unblock a blocked contact, in that case, you can manually do it in order to start receiving new messages from them in the future.
### Example:
If someone is constantly sending messages to you in chat and is spamming your chat box you can block them so that no further messages come from them in Skara.
If you are constantly receiving some unnecessary emails from a particular contact, then you can block them so that no more emails come from them in Skara.
### **Topics covered:**
in the article:
* [**Block a Contact from the Chats**](#block-a-contact-from-the-chats)
* [**Unblock Contact from the Contact Detail View**](#unblock-contact-from-the-contact-detail-view)
* [**Unblock Contact/Visitor from the Blocked Contact List**](#unblock-contactvisitor-from-the-blocked-contact-list)
### Block a Contact from the Chats:
* Navigate to the **Chat icon** from the sidebar menu
* Click on **Chats**
* Open the respective **chat conversation**
![Chat listing]()
* In your **Chat conversation**, go to the **contact** details widget
* Click on the **Actions menu** on the right
* Select **Block option**
![Block contact option]()
* A pop will appear asking the following options: - **Types of Block**
* **Contact**- In this option, the contact will not be able to send a message or email to you irrespective of the device or browser.
* **This option will be available only for contacts and not for visitors.**
* **Session**- In this option, irrespective of the contact or visitor, they will be blocked for that particular session
![Block types]()
* **Duration**
* 1 day
* 3 days
* 7 days
* 30 days
* Forever
![Block duration]()
* Click on the **yes**
### Unblock Contact from the Contact Detail View
* Open the **Contact Detail View**
* Click on the **Actions option** on the top left
* Select the **Unblock Chat** from the drop-down
![Unblock contact option]()
### Unblock Contact/Visitor from the Blocked Contact List
* Navigate to the **Profile icon** on the top right corner
* Click on **Setup**
* Head over to the **Manage Data** category
* Click on the **Blocked Contacts**
![Blocked contact listing]()
* Search the **contact/visitor** or the **email address** you want to unblock
* Click on the **Unblock option** listed below the **Action column**
![Unblock contact from blocked list]()
**Note:**
* Once you Block the Contact it will hide the Associated Conversation
* In the case of group conversation, the action option will only be visible in the primary contact and not in the secondary contacts, thus only the primary contact can be blocked with the above-mentioned steps, in case of a group conversation.
* In the blocked contact list, the default sorting is based on the date the contact is blocked, i.e the contact which is blocked most recently will show on top.
# How to do website tracking in Skara?
Source: https://support.getskara.ai/chats/additional-information/how-to-do-website-tracking-in-salesmate
Tracking the customers on your website lets you trace the visitor's footfall on respective pages without bothering them. It allows you to market your products or services more effectively as you can know your customers and understand their buying habits. [Learn More](https://support.salesmate.io/hc/en-us/articles/37057741761945-Website-Tracking-in-Salesmate)
* **Topics covered:**
* Installing the tracking code:
* [BigCommerce](#installing-messenger-code-from-bigcommerce-admin-panel)
* [WordPress](#installing-messenger-code-from-wordpress-admin-panel)
* Event-Based Tracking:
* [Making Event-Based Action](#making-event-based-action)
* [Making Landing Page-Based Action](#making-landing-page-based-action)
* [FAQs](#faqs-can-i-track-my-website-visitors-without-paying-any-additional-cost-for-messenger)
Now let's understand each of the processes in detail.
**Installing The Tracking Code**
Installing Messenger code from BigCommerce Admin Panel
* **Log in** to your **BigCommerce Store**
![BigCommerce Login]()
* Select the account
![BigCommerce Account Selection]()
* Select the right store from the drop-down in case if you have multiple stores.
![BigCommerce Store Selection]()
* Navigate to the **Channel Manager** from the left panel
![BigCommerce Channel Manager]()
* Under that, click on **Scripts**.
![BigCommerce Scripts]()
* Now click on **Create a Script** button.
![BigCommerce Create a Script]()
* Add the **Name** and **Description** of the Script
![BigCommerce Script Name and Description]()
* Keep the location of the page as **Footer**.
![BigCommerce Footer Selection]()
* Select the pages where the script will be added as **All Pages**.
![BigCommerce All Pages Selection]()
* Keep the script category as **Essential**.
![BigCommerce Essential Selection]()
* Select script type as **Script**.
![BigCommerce Script Type Selection]()
Please follow the below steps to locate Messenger Code and **Copy** it:
* Navigate to the **Chats** from left menu bar
* Click on **Chat Settings**
![Salesmate chat settings navigation]()
* Go to the **Installation** section from the left panel and **Copy** the code.
![Salesmate messenger installation]()
\*\*Note:\*\*This access is subject to the user’s profile permission relating to Manage Messenger Settings assigned by the Admin user.
* **Paste** your Messenger Code along with the below code i.e.**Add one line of the script below tenant\_id:** "**salesmateio.salesmate.io**"and **Save it**. This code hides the launcher icon yet keeps the tracking on. Please take a look at the image below:
```
hide_default_launcher: true
```
![BigCommerce Paste Code]()
* You can also refer to the installation process for BigCommerce below:
### Installing Messenger Code From WordPress Admin Panel
* **Login** to the WP admin.
![WordPress Login]()
* Navigate to the **Plugins** section and Click on **Add New**.
![WordPress Plugins]()
* Search for **Skara Messenger** from the search bar and **Install**.
![WordPress Salesmate Messenger Plugin]()
* Now click on **Activate**.
![WordPress Activate Plugin]()
* Now click on **Skara Messenger** and enter the \*\*Workspace ID, AppKey, and Tenant ID \*\*from the Messenger code. - You will get these details from your Salesmate Account. It will be available under the Chat icon, followed by the Messenger Settings and Installation.
![Salesmate messenger installation]()
* In case you are using the Messenger Service and want to provide chat service only on specific pages, you can disable the launcher icon by adding the page ids with comma-separated values in the “Exclude Text” section.
![WordPress Messenger Settings]()
* You can locate the Page Ids in the following ways: - Navigate to **Posts** you do not want to display the launcher icon on the blogs published by you. Simply hover on the respective pages, and you will notice the page id getting generated right below. Post is equal to, and the number that you see here is the page id.
![custom_form_post_id.png]()
* For hiding it on respective website pages, navigate to the Pages section and hover on them to locate the page ids.
![custom_form_page_id.png]()
* In case you are either editing the pages or posts, you can fetch the page id from the URL section above.
![custom_form_page_id_from_url.png]()
* Check the Hide Launcher Icon if you are not using the Messenger service. It will allow you to track your website visitors without chatting with them.
![WordPress Messenger Settings]()
* Save Changes.
![WordPress Messenger Settings Save]()
You can also refer to the installation process for WordPress below:
### Event-Based Tracking
* Following the Event-Based Tracking method simply collects the data in either of the cases like; while the user is Signing Up, Logging In, Logging Out, Performing any step using the Call-to-Action button, or be it any Custom Event Listener using the JS API Method. You can refer to other events [here](https://support.salesmate.io/hc/en-us/articles/360062373471).
### Making Event-Based Action
* You can call this method in the situation where the contact or the visitor is not logged in when the page is loaded. You can also use this method to update the contact information that is logged in. Verify your contact by calling this method and passing the email in userid.
For example, on your customer's login page action, call this method when the login button is clicked.
```javascript theme={null}
SALESMATE.login({
user_id: "/* user id | string | We recommend passing the user's email id to generate a unique key */",
email: "/* email | string | Pass a valid email address */",
first_name: "/* first name of contact | string */",
last_name: "/* last name of contact | string */"
});
```
### **Example:**
```javascript theme={null}
SALESMATE.login({
user_id: "john.doe@example.com",
email: "john.doe@example.com",
first_name: "John",
last_name: "Doe"
});
```
This is how you can capture the contact details of the visitor without bothering them. You can then plan any [Automation Journeys](https://support.salesmate.io/hc/en-us/articles/360057066552) or enroll them in [Sequences.](https://support.salesmate.io/hc/en-us/articles/360033759131)
### Making Landing Page-Based Action
You can use "**Page Visited Trigger**" to set up the journey and perform a certain set of actions in the automation journey. This method will initiate the trigger as soon as the visitor lands on any specific page.
![Salesmate chat settings navigation]()
### FAQs
### Can I track my website visitors without paying any additional cost for Messenger?
* Ans: No. You need at least one license messenger license. Our messenger script works as a website tracking script itself where it requires a trigger / interaction to start tracking your visitor / customer activity.
**How can I collect data from customers?**
* Ans: These are the ways you can collect the data:
* Add Call-To-Action Button on your website and use any of the Event-Based Action using Event-based Action via the JS API Method. This could be any Login action, Logout, Signup, Contact Us, etc.
* You can redirect the users to another page where you can collect the basic details like Names and Email addresses. It could be any specific landing page with a form. Use the Track Custom Event Code to capture the information in Skara.
**Where can I see the tracking in Skara?**
* Ans: In the Contact Detail Page, you will find the details in the Page View section on the right.
![Contact Page View]()
**How can I automate the process once the data is collected?**
* Ans: Automation Journey and Sequences can be used to make it a non-manual process to stay connected with your customers.
* * **Instance 1:** With Automation Journey, you can use the "**Event**" Trigger to initiate the journey and send automated Emails using Sequences. On Event trigger, you can enroll that Contact to a Sequence.
![Event Trigger in Automation Journey]()
* **Instance 2:** If you do not want to enroll the Contacts to Sequence, you can perform Bulk/Mass Operation too. Using the Event trigger in Automation Journey, you can assign Tag to those Contacts and further filter the data to perform Bulk/Mass operation.
* Step 1: Create Automation Journey to assign Tag to Contact
![Assign Tag in Automation Journey]()
* Step 2: Filter the Contacts based on the Tag. Bulk select the Contacts and perform "Send Email" or "Sent Text"
![Bulk Email or Text]()
This is how the Contacts created via website tracking can be contacted further for marketing purposes.
# Supported attachment types
Source: https://support.getskara.ai/chats/additional-information/supported-attachment-types
By default, messenger supports uploading Images, Audio, Video, PDF, Word, Excel, PPT, ZIP, and all other kinds of text files.
* **Unsupported file types:**
* **.exe**
* **.cmd**
* **.msi**
* **.com**
* **.hta**
* **.html**
* **.htm**
* **.js**
* **.jar**
* **.php**
* **.php3**
* **.php4**
* **.phtml**
* **.pl**
* **.py**
* **.jsp**
* **.shtml**
* **.asp**
* **.vbs**
* **.vb**
* **.sfx**
* **.bat**
* **.ps1**
* **.war**
* **.cgi**
* **.sh**
* **.bash**
* **.command** etc.
* If visitor or contact wants to share any such files then they can upload them to any third-party servers like Google Drive, OneDrive, or Drop Box and share the direct URL of it over chat.
**Note:** Currently GIF is not supported, but no worries we will be supporting it soon 😃
* **Support for files:** An attachment of size more than 25MB cannot be uploaded via messenger as of now.
* There is no limit on the number of files shared over a conversation, though only one file can be uploaded at a time.
* Only supported files can be uploaded via messenger if [enabled by the admin](https://support.salesmate.io/hc/en-us/articles/360058435732).
# Website Tracking in Skara
Source: https://support.getskara.ai/chats/additional-information/website-tracking-in-salesmate
Website Tracking in Skara allows you to monitor the behaviour of visitors on your website. By tracking page views, clicks, and other interactions, you can gain insights into how prospects and customers engage with your content. This data helps you understand visitor intent, identify high-interest leads, and personalize your follow-up efforts, ultimately improving your sales and marketing strategies.
* **Prerequisite:** Subscribe to Unified Inbox and thereafter Install the Chat Script to your website. [Learn More](https://support.salesmate.io/hc/en-us/articles/360058369732-Activating-the-Salesmate-Chats#h_01GK3KF0FQVYHYRX93C2MJ0V95)
### Steps for Activating Website Tracking
* Install the Skara Chat via the skara Messenger Plugin for WordPress or via the Chat Installation Code within Skara.
* Select options to show or hide the messenger widget through the plugin or by adjusting the code.
* If you’ve hidden the messenger but still want to track website visitors linked to specific contacts, you’ll need to add the JS API method, tracking code, or custom events for the following:
* [Email campaigns you’ve sent](#email-campaigns-youve-sent)
* [Web Form Submissions](#web-form-submissions)
* [Meeting Scheduler Form Submissions](#meeting-scheduler-form-submissions)
* [Gravity Form Submissions](#gravity-form-submissions)
### Email Campaigns you’ve sent
```html theme={null}
```
### Web Form Submissions
```html theme={null}
```
### Meeting Scheduler Form Submissions
```html theme={null}
```
### Gravity Form Submissions
```php theme={null}
function ti_custom_javascript() {
if (isset($_GET['email'])) { ?>
**Note:** This impersonation warning is only visible on the inbox side to users of the messenger.
# Configure Chats appearance
Source: https://support.getskara.ai/chats/configuring-the-salesmate-chats/configure-chats-appearance
A user can choose the appearance of the Chat as per their brand's needs.
Messenger appearance can be customized while [installing Chats](#a-user-can-choose-the-appearance-of-the-chat-as-per-their-brands-needs) and you can also customize it anytime in the future by following these simple steps:
* Navigate to **Conversations Icon** on the left menu bar
* Click on **Chats**
* Head to **Inbox Settings** on bottom left.
* Select the **Channel** from the list of available channels in your Unified Inbox.
![Open Chat settings]()
Switch to the "**Appearance**" tab and set up the customization options available below
* **Header Logo:** You can upload the header image which can be of **PNG**, **JPG**, or **GIF** type with a file dimension of 160pixels \* 40pixels
* **Background Color:** Set the background color that will appear behind your welcome message, team profile, and chat header
* **Action Color:** Select the action color that will be used to assign primary colors for the buttons, links, and highlighted options
![Appearance settings]()
* **Background Pattern:** Select the background pattern from the given samples that will appear in the background of the background color you set
* **Launcher Icon:** Select the launcher icon that you want to display on the website. [Learn more](/chats/configuring-the-salesmate-chats/setting-up-a-custom-launcher-icon)
![Launcher icon settings]()
* **Launcher Position:** Select if the launcher should appear left or right side of the screen on your website and how much spacing is needed from the bottom and side
* **Skara Link:** Select to display Salesmate link at the bottom of the launcher by turning the toggle On/Off
![Launcher position settings]()
Once the customizations have been done, hit the **Update** button to save your changes.
# Configure your office hours and availability
Source: https://support.getskara.ai/chats/configuring-the-salesmate-chats/configure-your-office-hours-and-availability
Users can set **Office Hours** to let their customers know about your **Business Timings** and when their conversation can get a response. Once the Chats is successfully [installed](#users-can-set-office-hours-to-let-their-customers-know-about-your-business-timings-and-when-their-conversation-can-get-a-response), you can set up the working hours and availability that will be visible to your website visitors in the Chat widget.
To set your Availability,
* Navigate to **Conversations Icon** on the left menu bar
* Click on **Chats**
* Head to **Inbox Settings** on bottom left.
* Select a **Channel** from the list of the available channels
![Open Chat settings]()
* Switch to the **Availability** tab and select the **timezone** in which your team operates
![Select timezone]()
* Set your **working hours** from the option available and you can add more **hours** if your team operates in different time zones
![Set working hours]()
**Note:** By default, the working hours are set to **Weekdays (9 AM - 5PM)** and if you remove all hours then it would mean your team is available 24x7.
* Set the **expected response time** for your customers on how quickly they can get a response from you, choose from the below options:
* In a few minutes
* In a few hours
* In a day
* Don't show response time
![Set expected response time]()
* Once done, hit the **Update** button to save your changes.
# Conversation rating by end users - Skara Chats
Source: https://support.getskara.ai/chats/configuring-the-salesmate-chats/conversation-rating-by-end-users-salesmate-chats
Feedback is imperative in understanding if we are on the right path and the quality we are targeting is doing its magic or not. It would benefit us in improving and also in outlining the points which need our immediate attention. In this article, we will discuss about the conversation rating by a customer or visitor. To make it simple for you, we will call them "end-user".
Let's quickly check out how can we achieve this via **Skara Chats**.
**NOTE:** User needs to have **“Manage chat settings”** permission enabled to access the below-mentioned steps.
### **Enabling conversation rating in Skara Messenger:**
* Navigate to **Chats** on the left menu bar
![Open Chat settings]()
* Click on **Inbox Settings** on bottom left
![Open Chat settings]()
* Click **Set up Messenger** in the left sidebar.
* Switch to the "**Ratings**" tab.
* Select, if you want to collect ratings from visitors or contacts or both.
* By default, the conversation rating option is enabled for links, if required user can disable them.
* Hit "**Save**".
![Enable conversation rating in Salesmate Messenger]()
### How does the conversation rating screen look like?
Ratings can be captured on the messenger as well as on emails. End-user can choose the rating and also leave a message. They can change their rating any number of times unless they have submitted a message with the rating. The system will always take the last rating under consideration.
![Conversation rating in Salesmate Messenger]()
When the end-user will hover over the emojis, he/she will find the label in the center for each emoji, following are the labels that have been introduced:-
* Poor
* Not great
* Satisfactory
* Good
* Amazing
If the end-user wish to compliment or add additional feedback in detail that can also be captured by adding it in the "Share your feedback" section as shown below.
* **Example:** John is a support engineer and the end-user is highly impressed with his help in quick resolution with one of the issues, so he rates the conversation as amazing and adds additional details in the text field.
!![Conversation rating in Salesmate Messenger - example]()
**Note:** Please note that minimum five messages should be exchanged between the User and the Contact/Visitor before the Contact/Visitor can rate the conversation.
### Conversation Rating Via Emails
End users can also rate the conversation via emails.
![Conversation rating via emails]()
* Once the email is received, the conversation can be rated the same as in Chats. You can select an emoji and add additional details (if needed) > Submit.
![Conversation rating via emails - submit]()
* Once done, the end-user will get an acknowledgment that their feedback has been submitted.
![Conversation rating via emails - acknowledgment]()
**Note:**
* The conversation will be closed within seven days of the last message. If the User or the Visitor/Contact has not replied to the chat within seven days, then the system will not ask for a rating to prevent the message from appearing in old conversations.
* If the rating was not been submitted earlier, the system will prompt the customer to provide a rating every time the conversation is closed.
* When a group conversation is closed, the system will prompt the primary contact to provide a rating. The primary contact will be able to see the rating in the widget. If the rating is not captured within 2 minutes, an email will be sent to the contact to provide the rating, as they can only rate via email.
* When the primary contact submits the rating with feedback or comment, then the rating will be closed for that conversation, and clicking on the link again will show 'Rating already submitted.'
* In the above picture ‘Thank you.’ is the feedback message submitted by the end-user.
* The above picture is shown when the rating is opened via email and is already submitted in the case of multiple participants.
![Conversation rating via emails - acknowledgment]()
* Sample view for Skara users once a rating is completed by the end-user:
![Conversation rating via emails - acknowledgment]()
### **Need help?**
Feel free to chat with us or write us at [support@skara.io](mailto:support@salesmate.io) & we will be glad to assist you.
# How to configure email requirement to start conversation?
Source: https://support.getskara.ai/chats/configuring-the-salesmate-chats/how-to-configure-email-requirement-to-start-conversation
By default, the Chats has been set up in such a way that it auto asks for the name and email address when the user hasn't responded to the visitor within 2 minutes. But you can configure the name and email requirement for starting a new conversation where you can decide on capturing the name & email address of the visitor whenever they start a new chat so that you can always get back to them in the future if required.
To change these settings, follow the below steps:
* Navigate to **Conversations Icon** on the left menu bar
* Click on **Chats**
* Head to **Chat Settings** on bottom left **.**
![Open Chat settings]()
* Switch to the **Require Details** tab and select the option which fits your requirement.
* Select when you want to ask for the name & email address for starting a new conversation:
* **Only outside office hours:** Chats will ask for the name and email address whenever the visitor starts a new conversation outside your working hours. [Learn more about how to set up office hours](/chats/configuring-the-salesmate-chats/configure-your-office-hours-and-availability).
* **Always:** Chats will ask for the name and email address every time the visitor starts a new conversation, no matter what time it is.
* **Never:** In this case, the visitor can start a new conversation and won't be asked for the name & email address.
* Hit the **Update** button to save your changes.
![Configure email requirement to start conversation]()
**Note:**
* In all the above cases, Chats automatically asks for the name and email address of visitor, if they don't receive any response within 2 minutes. This only happens if Salesmate does not recognize the visitor i.e. if the name and email address are captured previously then it won't be asked.
* Only users with ["Manage Chat Settings" permission](/chats/working-with-salesmate-chats/chat-permissions) can access the above settings.
# How to Enable/Disable sounds for Chats?
Source: https://support.getskara.ai/chats/configuring-the-salesmate-chats/how-to-enabledisable-sounds-for-chats
Users can choose if the visitor or customer should hear the sounds while receiving an incoming message or sending the outgoing message.
To configure the sounds, please follow these steps:
* Navigate to **Conversations Icon** on the left menu bar
* Click on **Chats**
* Head to **Chat Settings** on bottom left.
![Open Chat settings]()
* Switch to the **Misc** tab where you can toggle the switch to enable or disable the sound and hit the **Update** button to save the changes.
![Enable/Disable sounds for Chats]()
**Note:** This setting is only for the Chat widget installed on your website, and not for the users who are using the Chat inbox.
# How to include Bot Messages in the Chat?
Source: https://support.getskara.ai/chats/configuring-the-salesmate-chats/how-to-include-bot-messages-in-the-chat
You can decide if the bot messages should be visible in the Inbox while the visitor/contact is interacting. For example, you have a chatbot that asks for Name, Email, and Phone and you want to monitor any conversations with the bot, If you find a conversation requiring immediate action, you or your teammate can take it over.
To view all ongoing conversations with bots,
* Navigate to **Conversations Icon** on the left menu bar
* Click on **Chats**
* Head to **Chat Settings** on bottom left
![Open Chat settings]()
* Under **Set up Chats**.
* Click on the **Conversations** tab.
* Enable the option **Include Bot Messages.**
* Hit on **Update.**
![Include bot messages in chat]()
# Manage who can start a conversation via Chats
Source: https://support.getskara.ai/chats/configuring-the-salesmate-chats/manage-who-can-start-a-conversation-via-chats
Skara Messenger now gives you full control over who can start a new conversation. You can now choose to allow all visitors to start a new conversation, or you can choose to let only specific visitors or customers start new conversations.
For example, if you only operate for the customers of the United States, then you can now configure the settings such that the **start new chat** button will be visible to only those visitors who are located in the United States.
### Configuring settings for conversations
* Navigate to **Conversations Icon** on the left menu bar
* Click on **Chats**
* Head to **Inbox Settings** on the bottom left
![Open Chat settings]()
* Click **Channels** in the left sidebar.
* Now, click on the **Skara Chat.**
![Select Salesmate Chat channel]()
* Under the **Web Widget**>**Conversations**.
* Choose the Visitor or Contact tab to configure their setting respectively.
* The option “**Allow starting the new conversation**” is enabled by default for all
![Manage who can start a conversation via Chats]()
* The settings as shown in the above image will enable everyone to start a new conversation who visits the website.
* Select “**Allow who matches the condition**” to allow only specific people who can start a conversation.
* Add any number of conditions by clicking on Add condition button
* Choose the AND or OR operator to link the conditions together
* Click on Add Group button to add another set of conditions that can be linked with the previous set.
![Manage who can start a conversation via Chats - conditions]()
* The settings shown in the above image will enable all the visitors to start a new chat whose location is Germany (as per their browser).
* These settings are applied asap the widget is loaded on the website. To know about full control over conversations, refer to this article: [Prevent replies to a closed conversation](/chats/configuring-the-salesmate-chats/prevent-replies-to-a-closed-conversation)
### What will visitors see on your Messenger?
When visitors come to your website, and if they don't match the conditions to start new conversations, then they will not see the button to start a new chat. But they will see the list of their previous conversations if it exists, and can reply to their previous conversations (if allowed).
**Note:**
* Only users with [“Manage messenger settings” permission](/chats/working-with-salesmate-chats/chat-permissions) can access this setting.
* These settings do not apply to the conversations that are created via email.
* The people, however, cannot start a new chat as per the above settings, but they can always reply to their ongoing conversations.
# Prevent replies to a closed conversation
Source: https://support.getskara.ai/chats/configuring-the-salesmate-chats/prevent-replies-to-a-closed-conversation
Now you can choose if your customer or visitor can reply to a closed conversation or not. Also, please select the number of days a conversation can remain active to receive replies after marking it closed.
### Configure setting to prevent replies
* Navigate to **Conversations Icon** on the left menu bar
* Click on **Chats**
* Head to **Inbox Settings** on the bottom left.
![Open Chat settings]()
* Click the **Channels** option in the left sidebar.
* Click on **Skara Chat**.
![Select Salesmate Chat channel]()
* Select the **Web Widget** tab
* Go to **Conversations**
* You can configure different options for **visitors and contacts**.
* Enable **Prevent replies** to the closed conversation.
**Note:** The system recommends a 3-day limit by default to prevent replies in closed conversations.
![Prevent replies to a closed conversation]()
* Once enabled, you can also choose the number of days until replies will be accepted after closing the conversation. In short, the conversation can be reopened within that time.
* Once this limit is exceeded, the system won't allow the customer or visitor to reply in a closed conversation.
### What do customers see on the widget?
* Contacts or visitors can always see the closed conversations but can't post any new replies. The system will encourage them to boot a new conversation for further queries. Such a mechanism is helpful to keep conversations more organized and helps measure the effectiveness of teammates for replying and closing conversations on time.
![What customers see on the widget]()
**Note:**
* Only users with [“Manage messenger settings” permission](/chats/working-with-salesmate-chats/chat-permissions) can access this setting.
* If a contact replies to a closed conversation via email, then that message will start a new conversation if the time limit has been reached, otherwise, the conversation will be reopened and the message will be posted.
* If the user replies in a closed conversation, then the conversation will be reopened and a message will be posted, as these settings do not affect the user behavior.
# Setting up a custom Launcher Icon
Source: https://support.getskara.ai/chats/configuring-the-salesmate-chats/setting-up-a-custom-launcher-icon
A User can set a custom launcher icon while [installing chats](#a-user-can-set-a-custom-launcher-icon-while-installing-chatshttpssupportsalesmateiohcen-usarticles360058369732-which-can-also-be-updated-with-the-course-of-time-as-and-when-needed-by-following-the-below-mentioned-steps), which can also be updated with the course of time as and when needed by following the below-mentioned steps. The launcher icon will be visible to your **website visitors** when they open your website as per the defined chat launcher position you have set.
### Open Chat settings
* Navigate to **Conversations Icon** on the left menu bar
* Click on **Chats**
* Head to **Inbox Settings** on bottom left.
* Select a **Channel** from the list of available channels.
![Open Chat settings]()
* Here, go to the **Launcher Appearance** section.
* By default, the Salesmate launcher icon would be selected
* You can select the icons from the given list
* Or you can upload a **Custom icon**
![Select custom launcher icon]()
* You can also set the **Launcher Position** as per your requirement on your **website**
* Once you are done, hit the **Update** button to save your changes.
**Note:** Only users with [“Manage chat settings”permission](#a-user-can-set-a-custom-launcher-icon-while-installing-chatshttpssupportsalesmateiohcen-usarticles360058369732-which-can-also-be-updated-with-the-course-of-time-as-and-when-needed-by-following-the-below-mentioned-steps) can access this setting.
# Setting up the welcome message
Source: https://support.getskara.ai/chats/configuring-the-salesmate-chats/setting-up-the-welcome-message
A User can set a custom message while [installing Chats](#a-user-can-set-a-custom-message-while-installing-chatshttpssupportsalesmateiohcen-usarticles360058369732-which-can-also-be-updated-with-the-course-of-time-as-and-when-needed-by-following-the-below-mentioned-steps), which can also be updated with the course of time as and when needed by following the below mentioned steps. The welcome message will be visible to your **website visitors** when they open the chat widget installed on your website.
### Open Chat settings
* Navigate to **Conversations Icon** on the left menu bar
* Click on **Chats**
* Head to **Inbox Settings** on bottom left.
* Click **Channels** and select one from the available channels in your Unified Inbox.
![Open Chat settings]()
### Customize the welcome message
* Here the **Welcome Message** tab is opened by default.
* You can put any **Greeting** message to welcome your customers on the platform in the field shown below for example '*Hello there!*'
* Also, a **Team Introduction** message to say how you can help your customers.
* Which will be reflected in the live preview of the widget on the left side.
![Customize the welcome message]()
* You can also change the name of your workspace by updating value in **Workspace name**
* Once you are done, hit the **Update** button to save your changes.
**Note:** Only users with [“Manage chat settings” permission](#a-user-can-set-a-custom-message-while-installing-chatshttpssupportsalesmateiohcen-usarticles360058369732-which-can-also-be-updated-with-the-course-of-time-as-and-when-needed-by-following-the-below-mentioned-steps) can access this setting.
# View Canned Response Insights
Source: https://support.getskara.ai/chats/insights/view-canned-response-insights
Canned Responses are very handy when it comes to quick messaging, and share quick replies like greeting text, or answers to some common questions.
[Learn more about Canned Responses.](https://support.salesmate.io/hc/en-us/articles/360061360832)
Now you can even view some stats for the canned responses which were sent to customers and the canned responses which got opened by customers. This data plays a major role in reports and analytics to understand more about your customers.
To view a canned response, you need ["Manage Canned Responses" permissions](https://support.salesmate.io/hc/en-us/articles/360058438992), if you have then simply follow the steps:
* Go to **Chat** from the left menu panel.
* Click on **Chat settings** available on the footer of the chat listing column.
* Select **Canned Responses** option in the left sidebar.
* Pick a canned response from the list and click on its name.
![Canned response listing]()
* !\[]\(./View Canned Response Insights –
Salesmate\_files/d2580a59-e412-e8d7-3ca1-40c535004f8b)
System will redirect you to the detail page and you'll see the chart.
![Canned response insights]()
* By default, the chart displays results of last 30 days but you can change that
by selecting any option provided in the duration.
**Note:** You can also perform edit, archive and unarchive operation on the
canned response from this screen.
# Activating the Skara Chats
Source: https://support.getskara.ai/chats/installing-salesmate-chats/activating-the-salesmate-chats
This guide will help you get started with **Skara Chats**, There are basically 5 easy steps to activate the chats in your account and install its widget on your website but you need to have an admin account first.
### **Topics covered:**
* [Install Chats](#install-chats)
* [Creating your workspace](#creating-your-workspace)
* [Inviting users to the workspace](#inviting-users-to-the-workspace)
* [Customizing and Personalizing your Chat](#customizing-and-personalizing-your-chat)
* [Installing the Skara Chats on your website](#installing-the-salesmate-chats-on-your-website)
### Install Chats
* Activate
* [Unified Conversation Inbox](#faqs-how-can-i-install-the-messenger-code-on-the-wordpress-site) to [Install Skara Chats](#installing-the-salesmate-chats-on-your-website)
* Select **Skara Chat** and click on the **Install** option.
![Install Salesmate Chats]()
**Note:** Make sure to check the expiry date mentioned just above the activate button for your trial account of the Chats.
### Creating your workspace
Here you need to fill in the following information:
* **Workspace name**: It will be visible to your website visitors when they'll start a conversation.
* **Team Intro**: Write your welcome message
* To adhere to the compliances you would need to accept the "[Terms & Conditions](https://www.salesmate.io/tos/)" and "[Privacy Policy](#faqs-how-can-i-install-the-messenger-code-on-the-wordpress-site)"
![Create your workspace]()
* Select I agree to the "Terms & Conditions" and "Privacy Policy" option once you have read it.
* Click on the **Create New Workspace** button.
### Inviting users to the workspace
Now you can invite some users to your workspace who will be communicating with your website visitors. It can be done in two ways:
* **Invite Everyone to Chat:** This will allow everyone with a chat license to respond to the channel’s conversations
![Invite users to workspace]()
* **Invite selected Users:** This will allow only the selected Users with a chat license to respond to the channel's conversations
![Invite selected users to workspace]()
* Once you have selected the users for your Chats, you can click on the **Next** button to Setup [Appearance](/chats/configuring-the-salesmate-chats/configure-chats-appearance).
### Customizing and Personalizing your Chat
* Here you can customize the appearance of the Chats widget which will appear on your website to the visitors, either you can go with the default settings or [Learn to customize your Chat later](/chats/configuring-the-salesmate-chats/configure-chats-appearance)
![Customize your Chat]()
* Click on the **Finish** button to save your changes.
### Installing the Skara Chats on your website
* Here you'll see some code, which you need to copy and paste before the `` tag of every HTML page of your website where you want the chats widget to appear.