SMS Text Messaging

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FTD Mercury X3 Fall (10.31.2.6) provides text messaging capabilities as a way to communicate with your customers, market to them, and to provide real-time delivery confirmations via text messages. You must be licensed for text messaging before using it; contact Mercury Technology Sales at 1-800-767-3222 or email TechSales@FTDi.com for more details.

Once you have been licensed, initial configurations are done via the Text Messaging screen in Mercury Administration.

Enabling a Customer for Text Messages

You can enable a customer to receive text messages in the General tab of the Customer Detail Information window. In the Contact Information area, when the phone type is Cell Phone, you can select to enable the following for the customer:

  • Text Messages - When selected, you can send ad hoc text messages to customers via the General tab of the Customer Detail Information window, from Order Entry, and from Point of Sale. By default, this is unchecked.
  • Text Delivery Confirmations - When selected, the customer will automatically receive text message confirmations when orders are marked as delivered. By default, this is unchecked.
  • Text Message Marketing - When selected, the customer will be included in text message marketing campaigns created from Mercury Marketing. By default, this is unchecked.

Sending an Ad Hoc Text Message

You can send an ad hoc text message to a customer from the General tab of the Customer Detail Information window and from the Order Entry or Point of Sale windows for an order. In the Customer Detail Information window, when you click the Text Message button, the Text Message Output window opens. In Order Entry and Point of Sale, when you click the Confirmations button, the Emails and Text Messages window opens. From that window, when you click on the Text Message button, the Text Message Output window opens.

Sending an Ad Hoc Text Message from the Customer Detail Information Window

To send an ad hoc text message from the Customer Detail Information window:

  1. Perform a Customer Search to locate the customer and double-click on the result to open the Customer Detail Information window.
  2. If it is not already visible, click the General tab.
  3. Click the Text Message button. (If the button is not enabled, you are either not licensed for text messaging or the customer is not configured for text messaging.) The Text Message Output window opens.
  4. Ensure the phone number is correct (by default, the value is the customer's cell phone number).
  5. From the Employee list, select your employee name.
  6. From the Sender list, ensure the sender name for the store is correct. If it is not, select the appropriate sender name.
  7. In the Personal Message field, enter the personal message.
  8. Click Send. The message is sent, the window closes, and the message is logged in the Customer Life Cycle.

Sending an Ad Hoc Text Message from Order Entry or Point of Sale

To send an ad hoc text message to a customer from the Order Entry or Point of Sale window:

  1. Perform a Ticket Search to locate the order and open it in the Order Entry or Point of Sale window.
  2. Click the Confirmations button. The Emails and Text Messages window opens.
  3. Click the Text Message button. (If the button is not enabled, you are either not licensed for text messaging or the customer is not configured for text messaging.) The Text Message Output window opens.
  4. Ensure the phone number is correct (by default, the value is the customer's cell phone number).
  5. From the Employee list, select your employee name.
  6. From the Sender list, ensure the sender name for the store is correct. If it is not, select the appropriate sender name.
  7. In the Personal Message field, enter the personal message.
  8. Click Send. The message is sent, the window closes, and the message is logged in Order Life Cycle.

Sending Delivery Confirmation Text Messages

Before you can send a Delivery Confirmation text message, you must be licensed for text messaging and the customer's account must be configured for text messaging.

Automatically Sending Delivery Confirmation Text Messages

If your customer is configured for automatic delivery confirmation text messages in the General tab of the Customer Detail Information window, when an order is marked as delivered, the text message will automatically be sent. This includes marking the order delivered from Ticket Search, in Mercury Delivery, or via FTD Mercury Mobile.

Manually Sending Delivery Confirmation Text Messages

If you have not configured your customer to automatically be sent a text message delivery confirmation in the General tab of the Customer Detail Information window, you can still send them a confirmation message.

To manually configure a customer for a delivery confirmation text message:

  1. In Order Entry or Point of Sale, open the order.
  2. Click the Confirmations button. The Emails and Text Messages window opens.
  3. Click the Text Message Confirmation box and enter the cell phone number for the customer.
  4. Click Save.

When the order is marked as delivered from Ticket Search, in Mercury Delivery, or via FTD Mercury Mobile, the customer will receive a text message delivery confirmation.

Text Message Output Window

The Text Message Output window enables you to send a text message to a customer. You can open it either from the General tab of the Customer Detail Information window or from the Email and Text Messages window (accessed in Point of Sale or Order Entry). The window itself contains the following fields:

  • Cell Phone Number - this defaults to the customer's cell phone number. You can also enter a new cell phone number in this field.
  • Employee - select the name of the employee who is sending the message.
  • Sender Name - select the sender name from the available list (configured in Mercury Administration). This will be inserted into the Personal Message field.
  • Personal Message - enter your message. The number of characters remaining is displayed above the field.

When you have finished entering the message, click Send. The window will close and the message will be logged in life cycle for the customer or the order.

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