SMS contact NEW

If your client has provided a phone number, then calling is the favoured method of establishing contact and managing a conversation. For this reason, Martin’s default workflow is built around phone contact with automated SMS sent to clients in the case of missed calls.

That said, from time to time, there’s a need to send an ad-hoc SMS to a client, say checking that they are on their way to a meeting or similar. Occasionally, also as an informal follow-up after a conversation. For these situations, Martin provides SMS capability as outlined below.

Sending SMS as “next action”

After capturing an outcome, if you wish to send an SMS as your next action:

  1. Capture Outcome/ select SMS
    • Record your outcome
    • Scroll down to “next action”
    • Select “Send SMS”
  2. Complete and send your SMS
    • Be sure to include the purpose of the SMS
    • Try to keep your SMS brief – below 130 characters content is the norm
    • Capture a “reply by” date
  3. To access your SMS history
    • Open the lead view
    • Select View History link
    • Scroll to the date sent and you’ll find the full SMS

Sending an ad-hoc SMS to your client

If ad-hoc SMS is turned on for your business to SMS a client, simply:

  1. Trigger the SMS
    • Open the lead you’d like to contact
    • Scroll toward the bottom of the page where you’ll find the SMS button
    • Select the SMS button
  2. Complete and send your SMS
    • Be sure to include the purpose of the SMS
    • Try to keep your SMS brief – below 130 characters content is the norm
    • Capture a “reply by” date
  3. To access your SMS history
    • Open the lead view
    • Select View History link
    • Scroll to the date sent and you’ll find the full SMS

Capturing an SMS response

If a client SMS’s you back:

4 & 5 Record Inbound contact

  • Open the lead view
  • Scroll down toward the bottom of the page
  • Select “Inbound” button
  • Select “SMS” contact

Capture contact outcome

  • Capture outcome as usual
  • If it’s just informational:
    • Select “Spoke, no change” and capture the information either through
      • Edit Lead – if they are providing new contact or other details
      • Sales Notes – feature if they are providing qualitative information