How to send SMS text messages in AMS+

If your AMS+ account has a VoIP (Voice over Internet Protocol) phone number, you can send SMS text messages to Agent, Individual, and Sales 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.
• You must be assigned to a Security Group with the Sales Enablement Visible permission.
• To send texts from Sales Records:
  • You must be logged into AMS+ as an Agency User or Agent CRM User.
  • You must also have user account Sales permissions to View Sales Records. Learn more.
• To send texts from Individual Records:
  • You must be logged into AMS+ as an Agency User or Agent CRM User.
  • Your assigned Security Group must also have 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.
  • Your assigned Security Group must also have the Agent Visible permission.
    • In addition, you may need access to Agent Records assigned to your Accessible Agent.
• To set up Sales Automated Workflows with texting actions:
  • You must be logged into AMS+ as an Agency User.
  • Your assigned Security Group must also have the Manage Users and Manage Automated Workflow permissions.

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 both Sales Automated Workflow (Sales Records only) and direct SMS messages:

• 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
• Sales Records

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

Send a direct text from a Sales Record

Open the Sales Record.

Select the Send Text button.

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.

Send texts using Automated Workflows (Sales Records only)

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

Character limits

Each SMS message is limited to 160 characters.

• Messages longer than 160 characters are split into multiple segments.
• Messages containing emojis or special characters may use multiple segments automatically.

Testing text messages

When testing SMS messaging:

• Do not test using your own cell phone number.
  • If your number appears in both your user profile and a record, it can create system conflicts.
• 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.