Block identical automated text messages

In aNinja, you can choose to block identical automated text messages if they are resent within 24 hours; as it could be unpleasant for your leads to receive the same message repeatedly in a short period.

This option is enabled by default. You can disable it at any time.

Block identical automated text messages

“Block duplicate automated messages if sent during 24 hours period to same lead”

  • This setting blocks your duplicate text sequences if they are launched within a period of 24 hours of the first sequence.
  • If you disable this rule, your identical text messages will be sent anyhow.

Text messages not going out

If your text messages are not going out, they might have been blocked by third-party telephony carriers. We recommend at least waiting a day before re-launching to allow for the queue to flush.

Reasons behind the text messages not going out

  • Our upstream telephony provider (Twilio) and third-party carriers that the texts get routed to, might be flagging your messages as Spam/Phising/ etc… displaying the following message:
    “Your message content was flagged as going against carrier guidelines.”
  • Also, your message could have been identified as spam or unwanted messaging by Twilio’s message filtering system due to people flagging it as spam. 
  • And/or the rate at which the messages are also being sent out.
  • It also could be that your text content could have triggered off this error.

Here are the things we recommend

Sometimes, aNinja is forced to comply and temporarily block your SMS sending capability until we add more remediation steps.

  1. Make sure you’re using opt-in lists (carriers use software to detect leaked / non-opt-in lists).  An opt-in list is a list of your customers who willingly give you permission to text them.
  2. Sender Identification: Ensure that your messages clearly identify who is sending the message
  3.  An opt-out language: The initial message that you send to an individual needs to include the following language: “Reply STOP to unsubscribe,” or the equivalent using another standard opt-out keyword, such as STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT.
  4. High key messaging metrics: A high delivery error rate, which indicates you may be attempting to contact numbers that are no longer in service, or are unreachable, such as landlines and/or external carrier filters are refusing to deliver your messages.
  5. Review your template content:
    1. To includes Sender identification
    2. And an opt-out language
    3. Try and use multi-step sequences to engage customers.
    4. Also, there are few things you want to consider before sending out texts.
  6. Lastly, you can provide us with your business address; there is an additional verification process (A2P) that we can set up that helps reduce the chances of being flagged by carrier systems as long as the above is being followed. Reach us at support@aninja.com.

Things to consider before Bulk Texting

Bulk texting is an aNinja great tool that you use to nurture your leads and keep them updated with your latest campaigns, and offers, and send them reminders. Here are a few things to consider before bulk texting.

Things to consider before bulk texting

Here are some things you would want to consider before sending out your text blast.

  • Phone number

Before sending SMS in aNinja, you want to have a phone number saved in your aNinja account. Either you buy a new phone number from aNinja or you port your own.

  • Leads phone numbers

If possible, provide a mobile number in the lead’s primary contact in order for your text to be successfully delivered.

  • Text segmentation

When crafting your text template, you want to count the characters you’re adding to this text. A text is composed of 160 characters which is considered one segment. If your text exceeds 160 characters, it will be delivered to the recipients anyhow, but you will be overcharged for all the extra segments by your phone carrier.

  • Text limit per bulk/per user

According to your Billing plan (only for Advanced and Pro plans), each user can send 2000 SMS per bulk.

If you wish to increase your SMS limit, just reach support at support@aninja.com and they will bump it up for you, with a one-time charge of 15$ for every additional 1000 SMS per user.

Or, you might want to limit your bulk texts to 2000 SMS per bulk. To do so, you want to segment the contacts in the CSV file before you import it.

Launch a text or email sequence to a bulk import list

Here are the steps to bulk import a CSV list of leads and launch a text or email sequence targetting those leads.

Locating the bulk import list

  • After the import is complete, you can view the file imported in Settings > Bulk Import > Previous Bulk Imports.
  • Each file has an ID number that identifies it.

Launch a text or email sequence to a bulk import list

Launching a text or email sequence to a bulk import list

There are 2 ways to launch a text or email sequence to a bulk import list:

  1. Go to Settings > Bulk Import 
    • In the Previous Bulk Import section, locate the list you want.
    • Then, click on the number under Records.
    • As a result, this opens the leads view where you can see all the leads saved in that list.
    • Also, in the top navigation bar, you can see the query that was used to bring you the data. It looks like:

lead.bulkimport_id=THE BULK ID

    • Save the results as a Smartlist for future use.

2- In the top navigation bar

    • You can search for the bulk list using this query: lead.bulkimport_id=TYPE HERE THE BULK ID

Now, hit the “Bulk Email Sequence” or “Bulk Text Sequence” button to target those leads with your text or email sequence.

Need help? Leave us an email at support@aninja.com. We will happily assist you!

Updating lead info after creating a sequence

When a lead gets included in a sequence, the system grabs his info at the time the sequence was created. Updating the lead info or template after creating a sequence is not reflected in the sequence.

Overview

To send bulk email sequences or bulk text sequences, first, you create the templates and sequences. Then you set the launch date.

Immediately, the system pulls the data from the lead info and templates.

It then saves them in the sequence till the time is due to launch the sequence.

So updating the lead info after creating a sequence, is not reflected in the sequence.Changing lead info or template after creating a sequence

Preparing the email and text sequences

When you create an email sequence or a text sequence, the system queues up all the emails and texts as soon as the bulk email or text is created.

That means it builds up the emails/texts to be sent from the template or lead information at the time and queues those up for future sending.

Changing lead info or template after creating a sequence

If you update the lead info or a template’s content that is used in the sequence, the system will not reflect them in the queued-up texts or emails.

How to include the lead or template updates in the sequence

The changes will not be reflected in the queued-up texts or emails. You would have to cancel the bulk sequence and re-create a new one. The sequence then pulls the updated lead info and templates.

Future fixes

We might address this shortcoming in the future, so that:
– When we update a template, the system automatically updates all the non-sent emails/texts.
– When we update a custom variable that is used in a template (e.g. lead/user data), the system updates all the non-processed emails/texts.

Message Statuses for the Bulk Text Sequences

For a better follow-up on your outgoing sequences, aNinja created message statuses for the bulk text sequences.

You can also monitor the count of messages in different stats.

Where can I see the bulk text sequence message statuses

  • You can see the Bulk text sequence message statuses in the Dashboard Widget “Bulk Sequences”.
  • However, if you can’t see this widget on your dashboard, just enable it from the little gear on the top right of the Dashboard.
  • For an overview of the dashboard, go ahead and click on the help (?) icon next to Dashboard.Bulk Text Sequence Message Statuses

Bulk text sequence message statuses

Bulk text sequence statuses indicate the status of the bulk sequence:

  • Being processed: The system is preparing your Bulk text for delivery.
  • Canceled: This indicates a Bulk text that you have canceled.
  • Done: The system has successfully delivered the Bulk text to all the recipients with a confirmation from the destination carriers.
  • In progress: The Bulk text is on the way and it started to reach the recipients gradually.

The bulk sequence sets itself to completed once all the messages have gone out.

In some cases, some messages get stuck in the “Outbox” because the carrier doesn’t return with a reply. The status of those messages changes to “Delivery unknown” in a few days.

The standard protocol is to give the carrier a window of 48 hours after the last SMS was sent successfully, before closing the bulk sequence (status done).

Count of messages

The stats column displays the count of messages in different stats, which includes:

  • Error: The texts did go out through our Carrier, but they were not delivered to the lead.
    • You can check the description of the error message in the lead view.
      • In the Bulk Sequence widget, click on the blue number next to “error”; then click on the name of the lead. In the history of interactions, you can see an info bubble next to the error under the text. Hover over it to see the message.
  • In-queue: The messages are in-queue and waiting to be sent out.
  • Outbox: The messages have been sent through aNinja, and the system is awaiting confirmation of success from the destination Carriers.
    • Click on the info bubble next to “outbox”: “Awaiting response from destination carrier”
    • Some destination carriers don’t return a confirmation message.
    • In this case, the status of the sequence remains “in progress” even though the messages went through aNinja.
    • And it will change to “Delivery Unknown” in a few days if we didn’t receive from the Carriers.
  • Sent: The messages were successfully sent out and the destination carriers confirmed delivery success.
  • Deleted_leads_count: This indicates the leads that were part of the initial request but have been deleted since the request was made.

Error type: Unknown error

If a message you sent is not delivered to the end device and returns a 30008 error code, this means that the delivery of your message failed for unknown reasons.

When our carrier receives a very generic error from the destination carrier that he has no further details about, he associates the message with the error code 30008, letting you know that he truly doesn’t know what caused this error from the provider.

Possible reasons:

  • The phone/device you were sending to is not turned on or can’t receive messages.
  • The phone is roaming or off-network. They cannot guarantee message delivery on roaming phones.
  • The issue is likely device-related. Test sending to other phones who have the same mobile carrier.

We can still contact our Carrier to connect with the destination carriers to ask about the reasons/explanations for the unknown error.

Important!

As per the US country guidelines: https://www.twilio.com/guidelines/us/sms

Gambling content being sent in the US is not allowed.

For reference here is the documentation for sending MMS: https://support.twilio.com/hc/en-us/articles/223179808-Sending-and-receiving-MMS-messages.

Lead’s Contacts

The lead’s contact section in the Lead View, shows all the contacts saved under your lead (employees of the same company, relatives, etc…). It’s a good component for filtering based on contact info. The lead’s contacts are email, phone number, and URL.

You can mark a contact as “do not contact“. He will stop receiving your bulk sequences. You can still send him emails / texts from the lead view.

Relocate the contact in the lead’s contacts if you have multiple ones. Drag it to the top. The first one in order will be considered the primary contact.

Lead's contacts

Incorrect email address or phone number

It is important that the lead contact are correct so your outbound emails and texts reach your leads successfully.

Moreover, if you’re intending to use the phone number for texting, save the mobile number as the primary number (first number in the contact). Otherwise, your text will not reach the lead.

However, you will be notified that your outbound was not sent due to the incorrect email address or phone number.

Using the contact info for leads search

Just type the contact info on the top navigation bar, and aNinja will search all your CRM to find the lead(s) related to your search.

The results will show in the Leads View. For future use, go ahead and save the results as Smartlist. You can share your Smartlist with other users too.

Bulk Activities

Now, you can perform the below activities on the results in the Leads View:

Bulk text sequence not reaching all leads

Bull Text Sequence not reaching all leads

When launching a bulk text sequence to your leads, the system uses the contact phone numbers that were created or imported upon the creation of the lead.

It is important to fill in the right info so your bulk sends properly and reaches all the leads.

During the mapping when importing a CSV file, use this aNinja field:

contact_phone1 –> to be mapped to the phone number

Note: Make sure the primary phone number saved to your lead contact is a mobile number. The system can’t identify the landline from the mobile numbers, and the leads will not receive your messages.

 

Launching Sequences

Sequences can be created to be sent individually to a single lead, in Bulk to a group of leads, or to all the leads at once.

You can create emails or text templates ahead of time, to include them in your sequences.

Creating email or text sequences

  • If you want to include a template in your sequence, it’s time to prepare it, before you start creating your sequence.
  • Then, go to Settings > Automations > Sequences.
  • Create an email to text Sequence with at least one step. Choose to send “immediately” if you want your sequence to launch with no delay.
  • Afterward, you can choose to either send your sequence to a single lead or in bulk sequence.

Launching Sequences to a single lead

Launching sequences to a single lead is done from the lead view( + ) Active Email/Text Sequence.

Launching bulk sequences

After creating your templates and sequences, you can launch bulk sequences to your leads.

Launching Sequences

  • This launches your sequence to all the leads in your CRM.
  • If you want to target a specific group of leads, use a Smartlist.

Follow the links in the article above to get the full instructions.

And search for more articles in aNinja Knowledge Base

Launching bulk text sequences

Launching bulk text sequences is sending a series of texts automatically to all your leads, a part of them that you pull out using a Smartlist, or even to a single lead.

You can also send a text sequence to a bulk import list. A text sequence is an efficient way to automate a time-consuming process. And it can be set up to be triggered or sent at certain times.

Launching text sequences to all leads

  • Click on Bulk Text Sequence on the top right.

  • And hit Launch Bulk Text Sequence

Launching bulk text sequences to a group of leads

  • Click on Bulk Text Sequence on the top right

  • Select the Text Sequence

  • And hit Launch Bulk Text Sequence

You can also launch sequences to a single lead from the lead view and track it.

Tracking a text sequence

After launching your text sequence, you can check its status in the Dashboard Widget “Bulk Sequences”.

Stopping a text sequence

From the Dashboard widget “Bulk Sequences”, you can also stop sending the text sequence only if the sequence delay setup is of 1 or more days.

It can also be stopped from the “Active Text Sequence” in the lead view.