How to send SMS text messages in AMS+

Note for accounts using Sales Records: This article includes a Legacy components section with additional information that applies to your account.

If your AMS+ account has a VoIP (Voice over Internet Protocol) phone number, you can send SMS text messages to Agent and Individual contacts to schedule appointments, send reminders, and communicate directly.

For more on SMS texting in AMS+, including training and related resources, see this feature overview.

Requirements

• Your agency's AMS+ account must have at least one VoIP phone number. Learn more.
• To send texts from Individual Records:
  • You must be logged into AMS+ as an Agency User or Agent CRM User.
  • You must be assigned to a Security Group with the Individual Visible permission.
    • If you're an Agent CRM User, you need access to Individual Records assigned to your Accessible Agent, and optionally unassigned records.
• To send texts from Agent Records:
  • You must be logged into AMS+ as an Agency User.
  • You must be assigned to a Security Group with the Agent Visible permission.
    • In addition, you may need access to Agent Records assigned to your Accessible Agent.

In this article

• Consent and opt-in requirements
• Send SMS text messages
• Testing text messages
• Legacy components

Consent and opt-in requirements

The FCC requires documented permission before sending SMS messages.

Before sending a text message:

• Obtain valid opt-in consent.
• Verify compliance with your state regulations.
• Document consent in a custom field or analytic field.
• Enter the recipient's mobile number in the Cell field on their record.

SMS messages are not sent to numbers in the Phone field.

If a recipient replies with any of the following keywords, they are immediately opted out of all SMS messages sent from within AMS+:

• STOP
• STOPALL
• UNSUBSCRIBE
• CANCEL
• END
• QUIT

Recipients may opt back in using:

• START
• YES
• UNSTOP
• Include language such as "Reply STOP to unsubscribe" in your SMS messages.

Send SMS text messages

You can only send SMS messages for:

• Agent Records
• Individual Records

The record must contain a valid mobile number in the Cell or Cellular field.

Send a direct text from an Agent Record or Individual Record

Open the Agent Record or Individual Record and go to the Detail tab.

In the Contact Info section, confirm a number is entered in the Cellular field.

Select the arrow icon next to the cell number.

Select the Send Text Message option.

SMS message length and segments

Each SMS message segment can contain up to 160 characters.

• Messages longer than 160 characters are sent as multiple segments.
• Messages with emojis or special characters may be split into multiple segments automatically.

Testing text messages

If testing with a colleague, friend, or family member, send a realistic message.

Example:

• Hi #FIRSTNAME#, Hit me back when you get this message. Thanks! #AGENTNAME#

Avoid sending messages such as "TEST" or "SAMPLE," as carriers may flag them as spam and block delivery.

Legacy components

The following content applies only to accounts still using Sales Records. If you're unsure whether this applies to you, check your subscription package on the Subscription page. Accounts on Enhanced Records will show a package type that includes "+ Enhanced Records" (e.g., Accelerate + Enhanced Records). If your package does not include "+ Enhanced Records," this section applies to you.

Legacy components in this section:

• Send a direct text from a Sales Record — accounts using Sales Records
• Send texts using Automated Workflows — accounts using Sales Records
• Sales Enablement Visible permission — accounts using Sales Records

Send a direct text from a Sales Record

Open the Sales Record.

Select the Send Text button.

Inbound and outbound text messages appear on the Notes tab of the Sales Record.

You can also create text templates for Sales Records for frequently used messages. Learn more.

Example template content:

• "Here’s my calendar to choose from #AGENTCALENDARLINK# -#AGENTNAME#"

Send texts using Automated Workflows

You can configure Sales Automated Workflows to send SMS messages when specific events occur in AMS+, such as:

• A Sales Record status change
• A lead reaching a specific age milestone (for example, 26 or 65)

To set up Sales Automated Workflows with texting actions, you must be logged into AMS+ as an Agency User and be assigned to a Security Group with the Manage Users and Manage Automated Workflow permissions.

Sales Enablement Visible permission

To send texts from Sales Records and to set up Sales Automated Workflows with texting actions, you must be assigned to a Security Group with the Sales Enablement Visible permission.