HawkSoft Text Messaging enables you to send text messages to your clients and manage their replies directly from HawkSoft. This feature is available to your agency as an add-on service, and is purchased through the Marketplace.
This topic provides links to additional articles to help you set up text messaging as well as everything you need to know to use the text messaging feature.
Comparing Text Message Options
As an alternative to using the built in HawkSoft Text Messaging feature, your agency can subscribe to a third-party email-to-text messaging service provider and send text messages directly from a client. This feature enables you to use your existing mobile number.
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Notes about HawkSoft Text Messaging
- Opt in required
Federal law requires your customers to opt in to receive text messages from your agency. This is mandated by the FCC’s Telephone Consumer Protection Act. HawkSoft automates this opt in process with the click of a button. Learn more. - Texting is not for marketing purposes
HawkSoft Text Messaging is only for informational texts. You may be in violation of federal and/or state regulations if you use texting for marketing purposes. You can read more about best practices for text messaging and maintaining TCPA compliance on our blog. - Your agency receives one text messaging phone number
Your agency is assigned one central text message phone number. Even if multiple staff members text a client, that client will see text messages arrive from a single phone number.
Attachment limitations
HawkSoft Text Messaging does not support sending any attachments, with one exception:
Auto ID Cards can be sent via text, but this requires a distinct workflow from standard text messaging. See Auto ID Card for more information.
No other attachments can be sent via text, however most attachment types can be received by your agency via HawkSoft Text Messaging.
Purchasing HawkSoft Text Messaging
HawkSoft Text Messaging enables you to send text messages to your clients and manage their replies directly from HawkSoft. This feature is available to your agency as an add-on service, and is purchased through the Marketplace.
Text Messaging Opt in Workflow & Compliance
FCC requires all clients opt in to receive text messages from your agency. HawkSoft simplifies this requirement with an automated opt-in workflow.
User Text Messaging Integration
This article provides instructions on how to configure HawkSoft text messaging integration to send text messages to clients through the HawkSoft Text Messaging feature, or through a third-party email-to-text messaging service provider.
Viewing & Sending Text Messages
HawkSoft makes it easy to view client text messages and send replies from a variety of locations within HawkSoft. Available views and options depend on your texting permissions.
Viewing & Sending Text Messages
Processing Text Messages
Once you have taken action as a result of the text conversation, you can copy the relevant texts into a log note to document history and mark the texts as "processed." This guide details our recommended workflow for processing text messages.
Unmatched Texts
When a text message is received from a number that does not match a client, those texts are collected in the "Unmatched Texts" view.
Text Message Notification Settings
HawkSoft keeps your team updated on incoming text messages through real-time notifications and text counts.
You can receive text notifications and number of incoming texts for:
- Clients for which you are listed as a policy CSR or producer.
- Clients you choose to follow.
- Any unmatched text messages.
Text Messaging Administrator
A Texting Administrator (or 'Admin' for short) oversees and manages text message activity across the entire agency. To give a user visibility into all texts sent or received by the agency, assign the Texting Administration permission. Texting Administrators can view every active client text conversation across the agency, regardless of client assignment, whereas users with only the standard texting permission can only view and send text messages on clients they have access permissions to, and only on the client they currently have open.
Canceling HawkSoft Text Messaging
If your agency no longer wishes to use HawkSoft Text Messaging, agency administrators can download your agency's texting history and attachments and cancel your subscription through the HawkSoft Marketplace.