Manage Users and Licenses

In order for your users to be able to send use your StratusTEXTING services to send out SMS messages, your users will need to be assigned licenses and given access to your SMS phone numbers.

View Your StratusTEXTING Users

To view the users that have access to use SMS services on your StratusTEXTING account…

1. Navigate to the Settings tab.
   
2. Select Users.  
   

On the Users screen, you can view your users, assign your users licenses, and manage their settings.

Assign Licenses to New Users

If you have a user that you would like to assign a license to, you can do so on the Users screen of the StratusTEXTING portal.

To assign a license…

1. In the Unassigned License row, click the ASSIGN button.
   
2. In the New User Information section, input the following information 
   
   • Name - Type the user's preferred name.
   • Email - Type the user's email address. 
     

     Quick Tip: This email address will receive the user's invitation, any password reset emails, and notifications for received texts.

      
   • Phone Number (optional) - If needed, type the user's contact phone number.
   • Role - Select the user's role, which will determine what permissions they have in the StratusTEXTING portal. 
     The roles you can select include:
     • Super Admin - All permissions are granted, including organization management.
     • Admin - All permissions are granted except for organization management.
     • Manager - Allowed to manage phone numbers, users, consent management while being able to use all other basic functionality.
     • Agent - Able to send SMS messages, manage contacts, and manage tools.
     • Custom - Select a Custom Role that has been created for your StratusTEXTING account.

       Manage Custom Roles

       Create a Custom Role

       As an Admin or Super Admin, you can create custom roles that can be assigned to new and existing users. These roles can be customized to have different combinations of permissions that fits the needs of an employee with a specific position and department. 

       To add a custom role to be assigned to a StratusTexting user…

       1. Navigate to the Settings tab.
       
       2. Select Roles.
       
       3. Click the CREATE ROLE button.
       

       4. In the Create Role menu, input the following:
           •  Role Title - Type an identifiable name for this role.
       
           •  Description - Type a brief note about this role and the different permissions users with this role will have.
       
           •  Permissions - Select the different functions this user role can have access to while using StratusTexting. 
       

       5. Click the CREATE ROLE button to save this role.

       ✔ Once the role is created, you will be able to view this role in the Custom Roles section.
       

       Users can now be assigned this custom role.
       

       Note: To learn more about assigning users roles, read this article.

        

        

        

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       Edit a Custom Role

       Once a custom role has been created, Super Admins and Admins can edit the role's name, description, and permissions as needed.

       1. Navigate to Settings → Roles.
       2. Click the Manage button next to the custom role that needs to be adjusted.
       
       3. Adjust the title, description, and permissions of the role as needed.
       4. Click the SAVE CHANGES button to apply these adjustments.

       ✔ You should see a confirmation message that the role has been updated. 
       

       Now any users that are assigned this custom role will have their title and permissions adjusted accordingly.

        

        

        
3. Select the phone number(s) that the user should be able to use for texting.
   
4. Select Email to send an invitation to this user's email address.
   
5. Click the SEND button.
   

   ✔ The user will receive an invitation in their email with a link they can follow to finish setting up their StratusTEXTING account.

   Once the user clicks the invite link and sets up their login credentials, they will be able to log into StratusTEXTING to use your SMS services. 

    

Resend an Invite

To reinvite a user, 

1. Navigate to Settings → Users.
2. Click the Manage button next to the user that needs another invite sent.
   
3. Click the RESEND INVITATION button. 
   
   

   ✔ You should see a confirmation message that the user has been re-invited. 

   

   Once the user clicks the invite link and sets up their login credentials, they will be able to log into StratusTexting to use your SMS services. 

    

Adjust a User's Settings

If you need to update a user's settings, you can do so at any time.

1. Navigate to the Settings tab.
   
2. Select Users.  
   
3. Click the Manage button next to the user needing adjustment.
   
4. Update the user's information, such as their name, role, or the phone numbers they have access to.
5. To finalize these changes, click the SAVE button.

Delete a User

If you no longer need a user to be able to send texts using your StratusTEXTING portal, you can delete a user. Deleting a user will remove their license while keeping any tools and data stored for the phone number they were using intact, 

To remove the license from a user…

1. Navigate to the Settings tab.
   
2. Select Users.  
   
3. Click the Manage button next to the user that needs to be deleted.
   
4. In the Manage User menu, click the DELETE USER button.
   
5. In the Delete User message that appears, click the DELETE USER button to confirm that this user should be deleted. 
   
   

   ✔ You should see a confirmation message stating that the user has been deleted.

   

   This user will no longer have access to StratusTexting. Their license will be removed and made available for assignment to future users.

    

The Consent Management Tool

Once you have gotten a person's consent to start sending them SMS messages, you can track their consent status using the Consent Management Tool located on the right of the page. 

To view a history of when this person gave consent for SMS messaging, you can open and filter the Contact Journey menu. To do this…

1. Click the Contact Journey icon.
   
2. In the FILTER BY section of the Contact Journey menu, select Consent.
   

Consent Levels

There are three types of SMS consent a contact can provide your business: Conversational, Informational, and Promotional consent. The consent a customer gives you for SMS messaging can be combination of these. A customer can also withdraw consent at any time.

Use the module below to learn more about the three levels of consent tracked by StratusTexting's Consent Management Tool:

Consent Management Settings

If you have the proper permissions, you can set exactly how the consent level associated with a contact will affect your users' ability to message with that contact. 

To view and adjust your StratusTEXTING consent management restrictions…

1. Navigate to the Settings tab.
   
2. Select Security + Compliance.
   
3. In the Consent Management section, you can adjust two settings: Contact Consent Restrictions and Broadcast Restrictions.
   

Contact Consent Restrictions

With the Contact Consent Restrictions setting, you can limit how an employee can message a contact based on whether or not the contact has given consent to receive SMS messages. 

Using the dropdown, you can select one of the following restrictions:

• Disallow - A user cannot send a text message to any contact unless the contact has provided some form of consent.
• Show Warning - A user can text a contact that has not provided consent, but the user will see a warning message that states that the contact does not have a consent level selected. 
• No Show - A user can text all contacts in StratusTexting regardless of whether or not they have given consent. The only way a user will be notified that the contact they are about to text has not provided consent is by a small warning icon within the consent section of the contact's information.

Broadcast Restrictions

With the Broadcast Restrictions setting, you can decide to either block broadcast text messages from delivering to contacts without Informational or Promotional consent or allow broadcast text messages to deliver to all contacts regardless of their consent status.

• All Broadcasts to All - If your company is not tracking consent within StratusTexting, you can allow broadcast text messages to be delivered to all contacts regardless of their consent status.
• Restrict to Only Informational and Promotional Consent - Block broadcast text messages from being delivered to contacts without Informational or Promotional consent selected in StratusTexting.

Import Contacts

If you have many different contacts that you contact regularly, you can import these contacts so that they can be added all together. Importing can be a great time saver while you are setting up StratusTEXTING for your SMS users.

Use the module below to learn the two ways you can import multiple contacts at once.

Automations

As a StratusTEXTING user, you can create automated workflows. Automated workflows are automations that can be created to look for one or more specific Conditions being met by a received text. If a text meets an automation's condition(s), the automation will perform an action, such as tagging a contact, sending a pre-configured text message, adding a note to a conversation, and more. 

Example Automations

There are many different ways you can configure automations for the different texting scenarios your business may encounter. Use the module below to explore some of the most commonly created automations for businesses.

Create Templates

To make preparing commonly sent texts responses more convenient, you can create templates that can be selected and edited while starting a text. If there is a template that only you should be able to select, you can create a Personal template. 

To create a template that you and your users can select…

1. Navigate to the Tools tab.
   
2. Select Templates.
   
3. Click the CREATE TEMPLATE button.
4. In the Create Template form, input the following:
   
   • Title - Type an identifiable name that users can view while selecting a template to use.
   • Text - Type the message that will be inserted into the text input box when the template is selected.
     

     Quick Tip: You can use the token buttons to add one of the following tokens:
         •  [first name] - Automatically insert the name of the contact created for the phone number you are sending the message to.
     
         •  [company name] - Automatically input the contact's Company Name that is saved in the contact for this phone number being texted.
     

      
5. If needed, add attachments, such as a media file, emojis, or gifs, to the template.
   
6. Select whether this template will be saved as a Personal or Shared template.
   
   

   Quick Tip: If you are saving this template as a Shared Template, you can select whether this template is selectable for all or specific SMS phone numbers. 

   

    
7. When you are ready to save, do one of the following:
   • Create template - To save these changes and make this template ready for use, click the CREATE TEMPLATE button. If needed, this template can be edited, deleted, and saved as a draft later.
     
   • Save as a draft - To save these changes but not allow this template to be selected yet, click the SAVE DRAFT button. This draft can be edited and created as a template as needed.
     
8. Repeat steps 3-7 for each additional template.
   

   ✔ Now you should have a list of templates that can be selected while sending texts to customers.
   

   If you created a Shared template, you can view the template and the users that can select it:
   

    

Manage Created Templates

At some point, it may be necessary to edit a template or delete an obsolete template. Templates can be viewed and edited on the Templates page of the Tools tab.

To view your templates and any drafted templates…

1. Navigate to the Tools tab.
   
2. Select Templates.
   
3. Use the filters to view Personal, Shared, or Draft templates.
   
   

   ✔ From here you can create more templates and manage your existing templates.

   

    
4. To edit or delete an existing template, click the Manage button next to the template you need to adjust.
   
5. In the Manage Template form, you can adjust the Title, make changes to the Text, add/remove attachments, and recategorize the template as Personal/Shared.
   
6. Once you are done making changes, you can do one of the following:
   • Update Template - Save the changes made to the template and make this template selectable for texts.
     
   • Save as a Draft - Save these changes but do not allow this template to be selected.
     
   • Delete Template - Remove this template so that it can no longer be used.
     

Upload Attachments

Your StratusTEXTING users have the ability to send texts with links to files, such as documents, spreadsheets, and images. If there are documents that your users frequently send out, you can upload these attachments to the StratusTEXTING portal so that users that do not have a document downloaded can send a link for the file.

To upload attachments to your StratusTEXTING portal…

1. Navigate to Tools → Attachments.
   
2. Click the UPLOAD ATTACHMENT(S) button.
3. In the Add Attachment(s) here section, do one of the following:
   • With your File Explorer open, drag and drop the file onto the Drag & Drop section.
     
   • Click the SELECT FILE button and select the file from your PC.
     
4. Confirm that the right document is showing below the module.
   
5. Do one of the following:
   • If only you should see this attachment, select Personal to upload the attachment for just your user.
     
   • If multiple users with access to a phone number should be able to select this attachment, click Shared and select the phone number(s).
     
6. When you are ready, click the UPLOAD button.
   

   ✔ You should now see attachment listed in either the Personal or Shared lists, depending on where you chose to share the attachment.
   

   Now users can click the Copy Link button and paste the link in the text they are sending.
   

   The contact should receive a text with the link.
   

   When they click on the link, they will be taken to a prompt where they can either view or download the file that was attached.
   

    

Communication Advocate Tools

The Communication Advocate tool includes two features: Reflections and Answering Without Hearing. 

The Reflections feature allows you to set a Reflection Time that users have to wait after clicking the SEND button so that they can review the message they are about to send. 
Reflections prompts can be enabled as well. These special messages pop up for users to read while waiting for the Reflection Time to pass. Custom Reflections can be created and enabled/disabled as needed.

The Answering Without Hearing feature can be enabled so that users responding to a question in a conversation can see a prompt that encourages them to ask a follow-up question. The frequency that this prompt is shown can be adjusted to fit your company's standards. This tool emphasizes the importance of understanding all relevant information before responding, helping users ensure their communication is clear, fitting, and considerate.

The Advocate AI

Some users may benefit from having a tool they can use to brainstorm potential text responses. The Advocate AI of StratusTEXTING can help review and transform the text messages they are planning to send.

To use the Advocate AI as a tool to help format messages, your users can do the following…

1. Navigate to the Advocate AI tab.
   
2. When you open the Advocate AI, a message will be generated that explains how the Advocate AI can help brainstorm and format text messages for your contacts.
   
3. In the Text Input box, type the message you are thinking of sending to a contact.
   
4. On the right of the page, use the Relationship Types and Relationship Status sections to fine-tune the tone of the message that should be sent based off of the business relationship you have with this contact.
   
5. In the Communication Goal section, type the purpose of the text and any specific details the text should include.
   
6. If this text will be a reply to a text from a contact, copy the text message that you received and paste it in the Conversation History box.
   
7. When you are ready for Advocate AI to analyze your message and suggest improvements, click the Send icon.
   
   

   ✔ Advocate AI will respond with its suggested, Alternative Message to send and an Explanation about why this message may be more appropriate to send.

   

    
8. If you would like to use the message that Advocate AI has given you, select and copy the message's text.
   

Advocate Reflections

StratusTEXTING offers a communication advocate tool called Reflections. This feature implements a Reflection Time that delays users form sending the message they are typing, allowing the user to reflect on what has been typed before clicking send. This can help users catch any typos and consider any additional details that may need to be sent.

Configure Reflection Time

When Reflection Time is enabled, messages users compose will temporarily enter a Message Delivery Delay status. During this time, a Reflection Timer begins to count down. Once the timer ends, the message is sent. If a user revisits the message before the countdown completes, the message will return to the compose field so that the user can make edits or even decide not to send it. 

To enable Reflection Time and adjust the length of the reflection timer…

1. Navigate to Tools → Advocate.
2. Make sure the Reflection Time option is enabled.
   
3. Adjust the Delay per Character setting using the slider or the box. 
   
   

   Quick Tip:  The Delay per Character setting determines how long the reflection period will last based on the length of the message being typed. The reflection time for each message will be a minimum of 30 seconds, regardless of the Delay per Character setting and length of the message being sent.

   It is recommended to test this setting out after adjusting it to ensure it meets your preference. 

    

Create Reflections

The Reflections feature allows you to create helpful prompts that will be shown to users while they are reflecting on a message they are sending. These custom messages can help users evaluate their message to ensure it aligns with your company's expectations and standards for communication. Once a reflection has been created, it can be modified and enabled/disabled as needed.

To create Reflection message for users to view…

1. Enable the Reflections option.
   
2. Click the GO TO REFLECTIONS button to configure the advocate reflections feature.
3. Click the CREATE REFLECTION button.
4. In the Create Reflection menu, input the following:
   
   • Title - Give this reflection prompt an identifiable name.
   • Text - Type the message that will be shown to users.
5. Use the Turn your Reflection ON or OFF toggle to enable or disable this reflection. 
   
6. When you are ready, click the CREATE button.
   

   ✔ You should see a confirmation message that the reflection has been created:
   

   You should now see your custom reflection listed along with StratusTexting's Default reflection.
   

    
7. To ensure that your custom prompt is seen by users, disable the Default reflection using the toggle.
   
   

   ✔ Now when users click the SEND button, they will see the custom prompt while the Reflection Time is active.

   

   If the user needs to cancel or edit the message, they can click the message before the Reflection Time is over to update or erase the text.
   

    

Manage a Custom Reflection

If you have created a custom reflection prompt, you can edit and delete the reflection as needed. To do so…

1. Navigate to Tools → Advocate.
2. In the Reflections section, click the GO TO REFLECTIONS button.
   
3. Click the Manage button next to the reflection that needs adjustment.
   
4. Do one of the following to manage the reflection:
   • Make any adjustments needed for the Title and Text of the prompt and click the SAVE button. 
     
   • If the reflection needs to be enabled or disabled, use the Turn your Reflection ON or OFF toggle.
     
   • If a reflection is no longer needed, you can click the DELETE REFLECTION button to completely remove the reflection. 
     

Answering Without Hearing

The Answering Without Hearing communication advocate tool can be enabled as well. This feature can allow users responding to a question in a conversation to see a prompt when the user does not ask a follow-up question. This feature can help encourage agents to use more clarifying questions to make communicating with customers more effective.

Having users take the time to ensure their words align with the context, audience, and intent of the conversation can make text conversations more impactful and constructive.

To have users receive alerts when they are asked a question in a conversation, advocate reflections and answering without hearing can be enabled and configured. 

1. Navigate to Tools.
   
2. Select Advocate.
   
3. Enable the Reflection Time setting.
   
4. Enable the Answering Without Hearing option.
   
5. Using the Frequency slider, select how often the Answering Without Hearing feature will alter users to ask a follow-up question. 
   
   You can select from the following options:
   • Once - Only alert a user once a day. 
   • Up - Alert a user once per conversation in a day. 
   • Way up - Alert the user every time a question is received, and they do not follow up with an additional question.
6. Test this feature by texting your SMS number a question and then responding with StratusTEXTING.
   

   ✔ Now when you click the SEND button, you should see a message suggesting that a question be sent in response. 
   

   If you need to cancel or edit the message, click the message before the Reflection Time is over to update or erase the text.