SMS settings configure text messaging for automated follow-up and manual communication with visitors. SMS provides a direct, high-engagement channel for connecting with your community.

Configuring SMS

VisiConnect uses Twilio as the primary SMS provider. You'll need a Twilio account to enable text messaging.

Setting Up Twilio

  1. Create a Twilio Account: Sign up at twilio.com.
  2. Purchase a Phone Number: In your Twilio console, buy a phone number capable of sending SMS messages.
  3. Find Your Credentials: In the Twilio console, locate your:
    • Account SID
    • Auth Token
    • Twillio phone number
  4. Enter in VisiConnect:
    • Go to Settings > SMS Settings.
    • Select Twilio as your provider.
    • Enter your Account SID, Auth Token, and Twilio phone number.
    • Click Test Connection to verify.
    • Click Save Settings.

SMS Templates

Create and manage text message templates for automated follow-up. Navigate to Settings > SMS Templates to customize:

  • First Visit Thank You: Sent within hours of a first-time visit.
  • Welcome Back: Sent after a second visit.
  • Event Reminder: Sent before upcoming events.
  • Custom Templates: Create templates for specific campaigns or ministries.

Template Best Practices

  • Keep messages under 160 characters for standard SMS rates.
  • Use merge tags to personalize (e.g., {{visitor.first_name}}).
  • Include your church name so recipients know who's texting.
  • Add an opt-out instruction (e.g., "Reply STOP to unsubscribe").

Two-Way Messaging

When enabled, visitors can reply to your text messages. Replies appear in the visitor's profile under the Communications tab, allowing your team to continue the conversation.

To enable two-way messaging:

  1. Go to Settings > SMS Settings.
  2. Toggle Two-Way Messaging to ON.
  3. Configure the webhook URL (automatically provided by VisiConnect).
  4. Click Save.

Opt-Out Management

VisiConnect automatically handles opt-out requests to comply with SMS regulations:

  • When a visitor replies "STOP", they are added to the opt-out list.
  • Opted-out visitors no longer receive automated SMS messages.
  • View and manage the opt-out list at Settings > SMS > Opt-outs.
  • Visitors can reply "START" to re-subscribe.

SMS Analytics

Track the performance of your text messaging at Settings > SMS > Analytics:

  • Messages Sent: Total SMS messages sent.
  • Delivery Rate: Percentage successfully delivered.
  • Reply Rate: Percentage of recipients who replied.
  • Opt-out Rate: Number of STOP requests.

Compliance Considerations

When sending SMS messages, follow these guidelines:

  • Get Consent: Only send texts to visitors who have provided their phone number and agreed to receive messages.
  • Honor Opt-outs: Always respect STOP requests immediately.
  • Send During Business Hours: Avoid early morning or late evening messages.
  • Identify Yourself: Include your church name in every message.
  • Provide Value: Keep messages relevant and helpful, not spammy.
Cost Note: SMS messaging through Twilio incurs per-message charges. Check Twilio's pricing page for current rates. Most churches spend between $10-50/month depending on visitor volume.

Troubleshooting

If SMS messages aren't sending:

  • Check Twilio credentials: Verify Account SID and Auth Token are correct.
  • Verify phone number: Ensure your Twilio number is SMS-enabled.
  • Check account balance: Twilio requires a positive balance to send messages.
  • Review Twilio logs: The Twilio console shows detailed error messages for failed sends.