SMS Features
This article explains the short message service (SMS) features available in CommTrak.
If sending from the M2 Technology Online SMS portal, features may differ.
In this article:
CommTrak optionally provides SMS features in the following areas of CommTrak:
- CommTrak-user two-factor-authentication (2FA)
- CallTrak Messages
- Contact Messaging
In all cases SMS is optional, and the features will only be visible in your CommTrak if SMS has been activated and SMS credits are available.
Activating SMS in CommTrak
Basic SMS Activation in CommTrak is free of charge; you pay only for SMS credit packs.
Advanced features, such as virtual telephone number, incur additional activation and subscription costs.
Please contact CommTrak Support to request SMS activation for your CommTrak.
Pricing
SMS messages can be purchased in the following pack sizes
- 100
- 500
- 1000
- 3000
For the latest pricing, please sign into the online SMS shop: http://shop.m2technology.com.au/ and select SMS Credit Packs - SMS Credits for Flexicall Manager or E-SMS, or contact CommTrak Support.
Please ensure that you read the terms and conditions relating to SMS purchases, as provided in the M2 Technology SMS shop.
CommTrak-User Two-Factor-Authentication
When enabling optional Two Factor Authentication (2FA) in CommTrak, SMS messaging of the authentication code can be selected.
If you require assistance with the configuration of 2FA, please contact CommTrak Support.
CallTrak Messages
When creating a CallTrak message, SMS can be chosen as an additional method of advising staff that they have a new message awaiting their attention.
If the recipient of the CallTrak message replies to the CallTrak SMS, the CommTrak user who sent the CallTrak message will receive the reply in their email inbox (as specified in CommTrak user settings) if the virtual number feature has been enabled (see below for more information about virtual numbers), otherwise the recipient will be unable to reply.
See CommTrak Support Centre article, CallTrak Messages, for further information about CallTrak.
Send SMS to Contact
Contacts can be messaged directly from their contact record (accessible from the Contact tab on the Customer screen, or in the Contacts Summary panel on the Customer screen).
Pressing the SMS icon (visible in the previous image), displays the Send SMS message pop-out window:
When entering a message, the number of characters remaining, and the number of credits required for the message, are displayed beneath the message field (visible in the previous image).
The maximum number of characters available is dependent upon the number of credits that your CommTrak Administrator has allowed per message (configured in Company Details Settings).
Please refer to the following table, for number of characters allowed:
| Credits | Maximum Characters |
| 1 |
160 |
| 2 |
306 |
| 3 | 459 |
| 4 | 612 |
| 5 | 765 |
The message will be sent immediately upon pressing
Contact messages sent via SMS are recorded in the Customer Notes (see article Notes & Emails)
Receiving SMS Replies (only available with a Virtual Number)
When a CommTrak user sends an SMS to a contact, the contact's SMS reply (if any) will be converted to an email, which will be sent to the CommTrak user's email address (as specified in CommTrak user settings).
SMS Reply Configuration
When arranging activation of SMS in your CommTrak, you can specify one of two options for managing SMS replies:
- Physical device (e.g. a mobile phone)
- Virtual device to email address
Physical Device
You will advise the CommTrak Support Team of the mobile phone number at the time SMS is activated on your CommTrak, and all SMS replies will be sent to this number.
There is no cost to you for configuring this option, and no fee for receiving SMS replies to a physical device.
Virtual Device
You will be provided with a virtual mobile telephone number.
When a CommTrak user sends an SMS to a contact, the contact's SMS reply (if any) will be converted to an email, which will be sent to the CommTrak user's email address (as specified in CommTrak user settings).
The following costs are associated with the virtual telephone number:
- One-off setup fee
- A six or twelve month subscription
Please contact CommTrak Support for latest pricing.
There is no additional fee for receiving an SMS; all costs relating to receiving replies are included in the subscription fee.