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Individual & Bulk Messaging - FAQs

Getting Started & Navigation

Q1: How do I access the Individual & Bulk Messaging feature in Smart360?

A: To access the messaging feature:

  • Navigate to the Communication Hub section in Smart360
  • Click on "Messaging" from the left navigation panel
  • You'll see two main tabs: "Individual Message" and "Bulk Messaging"
  • Select the appropriate tab based on your messaging needs

Q2: What is the difference between Individual and Bulk messaging?

A:

  • Individual Messaging: Send targeted communications to a single specific customer through their preferred channel
  • Bulk Messaging: Send the same message to multiple recipients simultaneously using predefined lists or audience segments Both features use the same unified interface but serve different communication purposes.

Q3: Which user roles can access the messaging feature?

A: The messaging feature is available to multiple user roles:

  • CSO Manager/Customer Service Executive
  • Call Center Representatives
  • Utility Administrator
  • Billing Manager
  • Meter Manager Each role can send both individual and bulk messages based on their operational needs.

Individual Messaging

Q4: How do I send an individual message to a customer?

A: To send an individual message:

  • Navigate to the Messaging section and select "Individual Message" tab
  • Select your preferred communication channel from the dropdown menu (Email, SMS, WhatsApp, In-App)
  • If Email is selected: Enter recipient email address and subject line
  • If SMS/WhatsApp is selected: Enter the mobile number
  • Compose your message in the text editor
  • Optionally check "Schedule for later" to set future delivery time
  • Click "Send Message" to deliver immediately or schedule for later

Q5: What communication channels are available for individual messaging?

A: Smart360 supports four communication channels for individual messaging:

  • Email: Requires recipient email and subject line, supports rich text formatting
  • SMS: Requires mobile number, plain text only
  • WhatsApp: Requires mobile number, plain text only
  • In-App Notification: Delivered within the Smart360 mobile/web application

Q6: What information is required when sending an individual email message?

A: For individual email messages, you must provide:

  • Recipient email address (in valid format: name@domain.com)
  • Subject line (required field)
  • Message content (required field)
  • Communication channel selection (Email) All these fields must be completed before the "Send Message" button becomes active.

Q7: How do I schedule an individual message for later delivery?

A: To schedule an individual message:

  • Complete all required message fields (channel, recipient, subject, content)
  • Check the "Schedule for later" checkbox
  • Select your desired delivery date from the date picker
  • Choose the specific time for delivery
  • Click "Send Message" to schedule the message

Q8: How do I know if my individual message was delivered successfully?

A: After sending an individual message:

  • You'll see a "Message Delivered" confirmation notification
  • The message is recorded in message history with timestamp and sender details
  • Delivery status is tracked and displayed (sent, delivered, read, failed)
  • You can check the message history to monitor delivery status updates

Bulk Messaging

Q9: How do I send a bulk message to multiple customers?

A: To send a bulk message:

  • Navigate to "Bulk Messaging" tab
  • Under "Recipient Selection": Choose audience type (Consumers, Technicians, Business Users)
  • Select a recipient list from dropdown or upload a file with recipients
  • Under "Message Configuration": Select communication channel and compose message
  • Optionally use placeholders like [name], [email] for personalization
  • Under "Delivery Options": Optionally schedule for later delivery
  • Review estimated delivery time information
  • Click "Send Message" to initiate bulk delivery

Q10: What audience types can I select for bulk messaging?

A: Smart360 provides three main audience types for bulk messaging:

  • Consumers: Residential utility customers
  • Technicians: Field service and maintenance staff
  • Business Users: Commercial and industrial customers Each audience type corresponds to predefined customer segments in your system.

Q11: How do I select recipients for bulk messaging?

A: You have two options for recipient selection:

  • Predefined Lists: Select from existing recipient lists created in the Lists section
  • File Upload: Upload a file containing recipient information The system will display the number of recipients in the selected list to help you verify your selection.

Q12: What are message placeholders and how do I use them in bulk messaging?

A: Message placeholders are personalization fields that automatically insert customer-specific information:

  • [name]: Inserts the customer's name
  • [email]: Inserts the customer's email address
  • Usage: Type the placeholder directly in your message content (e.g., "Dear [name], your bill is ready")
  • The system automatically replaces placeholders with actual customer data when sending

Q13: How long does it take for bulk messages to be delivered?

A: Bulk message delivery timing:

  • The system displays estimated delivery time when you schedule bulk messages
  • Typical delivery time is within 15 minutes for most bulk campaigns
  • Actual delivery time depends on message volume and selected communication channel
  • You can monitor delivery progress through the message history and tracking features

Q14: Can I save a bulk message as a draft for later completion?

A: Yes, you can save bulk messages as drafts:

  • Compose your message with recipient selection and content
  • Click "Save as Draft" instead of "Send Message"
  • Your draft is saved with all current settings and content
  • Return to the Bulk Messaging tab to complete and send your saved draft later

Message Composition & Content

Q15: What are the formatting options available for different communication channels?

A: Formatting options vary by channel:

  • Email: Supports rich text formatting, HTML content, and complex layouts
  • SMS: Plain text only, no formatting options available
  • WhatsApp: Plain text only, no formatting options available
  • In-App Notifications: Basic formatting supported within app interface

Q17: Can I include attachments in my messages?

A: Attachment support varies by communication channel:

  • Email: Supports file attachments (documents, images, PDFs)
  • SMS: No attachment support
  • WhatsApp: Limited attachment support depending on configuration

Scheduling & Delivery Options

Q19: What timezone is used for message scheduling? A: Message scheduling uses:

  • System default timezone (typically your utility company's primary timezone)
  • User preference settings if configured in your profile
  • Always verify the displayed time matches your intended delivery timezone
  • Scheduled times are clearly displayed in the interface before confirmation

Q20: Can I cancel or modify a scheduled message before it's sent?

A: Message modification rules:

  • Before Sending: You can modify or cancel scheduled messages through message history
  • After Sending: Messages cannot be recalled once delivered
  • Draft Messages: Can be edited and updated until you click "Send Message"
  • Check message history for options to manage scheduled messages

Q21: How do I optimize message delivery timing for better customer engagement? A: Best practices for message timing:

  • Business Communications: Send during business hours (9 AM - 5 PM)
  • Service Alerts: Send immediately regardless of time for urgent issues
  • Billing Reminders: Send 3-5 days before due dates
  • Appointment Confirmations: Send 24-48 hours in advance
  • Use historical engagement data to identify optimal timing for your customer base

Troubleshooting & Error Handling

Q22: What should I do if I receive an "Invalid email format" error?

A: To resolve email format errors:

  • Ensure email follows the format: name@domain.com
  • Check for missing @ symbol or domain extension
  • Remove any spaces before or after the email address
  • Verify there are no special characters except . and @ in appropriate positions
  • Example of correct format: john.smith@utilitycompany.com

Q23: Why is my "Send Message" button disabled? A: The Send Message button is disabled when required fields are incomplete:

  • Individual Messages: Check that channel, recipient, subject (for email), and content are filled
  • Bulk Messages: Verify audience type, recipient list, channel, and content are selected/entered
  • All Messages: Ensure no error messages are displayed for any fields
  • The button becomes active only when all required fields are properly completed

Q24: How do I handle partial failures in bulk messaging? A: When bulk messages experience partial failures:

  • Review the delivery report to identify failed recipients
  • Check failure reasons (invalid contact info, blocked numbers, etc.)
  • Update recipient information and resend to failed recipients only
  • Consider switching to alternative communication channels for failed recipients
  • Monitor failure patterns to improve future bulk campaigns

Q25: What should I do if messages are not being delivered?

A: To troubleshoot delivery issues:

  • Check message history for delivery status and error details
  • Verify recipient contact information is current and valid
  • Confirm the selected communication channel is properly configured
  • Review any system alerts or maintenance notifications
  • Contact system administrator if delivery issues persist across multiple messages

List Management & Recipients

Q26: How do I access and manage recipient lists for bulk messaging?

A: To manage recipient lists:

  • Navigate to the Lists section in Communication Hub
  • Create new lists or modify existing ones based on your needs
  • Lists created here become available in the bulk messaging recipient dropdown
  • Ensure lists are properly categorized by audience type (Consumers, Technicians, Business)
  • Regularly update lists to maintain current contact information

Q27: Can I upload my own recipient list for bulk messaging?

A: Yes, you can upload custom recipient lists:

  • Use the file upload option in the recipient selection section
  • Ensure your file format is compatible (typically CSV or Excel)
  • Include required fields: name, contact information (email/phone), and any personalization data
  • Verify the upload was successful by checking the recipient count display
  • Test with a small group first before sending to large uploaded lists

Q28: How do I ensure my bulk messages comply with customer communication preferences? A: To maintain compliance with customer preferences:

  • Use only approved recipient lists that respect opt-out preferences
  • Check that customers haven't requested to be removed from specific communication types
  • Verify contact information is current and customers have consented to receive communications
  • Include opt-out instructions in bulk communications when required
  • Regularly clean and update your recipient lists to remove invalid or opted-out contacts

Message History & Tracking

Q29: How can I track the performance of my sent messages?

A: Message performance tracking includes:

  • Access message history through the dashboard or messaging section
  • View delivery status for all sent messages (sent, delivered, read, failed)
  • Monitor engagement metrics for different communication channels
  • Track bulk message delivery completion and failure rates
  • Use performance data to optimize future messaging strategies and channel selection

Q30: Where can I find templates or examples for common utility communications?

A: For message templates navigate to the templates section and examples:create your own templates.

Examples:

  • Service Appointments: "Dear Customer, this confirms your service appointment scheduled for [date] between [time]. Our technician will need access to your meter. Contact us at [phone] to reschedule."
  • Payment Reminders: "Dear [name], this is a friendly reminder that your utility payment of $[amount] is due on [date]. Pay online at [website] or through our mobile app."
  • Service Outages: "IMPORTANT: We are experiencing an outage in your area affecting approximately [number] customers. Estimated restoration: [time]. Visit [website] for updates."
  • Billing Notifications: "Your [month] utility bill is available. Amount due: $[amount] by [date]. View your bill online at [website] or through our mobile app."
  • Save frequently used messages as drafts for quick reuse and consistency
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