Sending texts via Sparks

Summary

One type of Spark you can create is one that sends a text message via Project Broadcast. Doing so uses Project Broadcast credits.

This can include instances such as

• Scheduling thank-you or follow-up texts related to a customer order, by crafting Sparks in the Order Follow-up Workflow
• Creating Host coaching messages or guest messages inside an Event Timeline
• Creating guest messages inside an Event Timeline

This article details how to specify the audience and content of each text message. When creating a Spark to send a text message, keep the following principles in mind.

Details

The components of a text Spark

• Who does the message go to?
  • If the Spark is part of your order follow-up Workflow, the recipient is the Contact who ordered.
  • If the Spark is part of a Signup Workflow for an Event, the recipient is the Contact who signed up.
  • If the Spark is part of an Event Timeline, you can specify who receives it (eg, the Host, all Guests, Guests who haven't ordered).
    • The Host is not considered a Guest unless they specifically signed up on the Signup Page.
• PB Message Template
  • This is optional. Select a Template if you want Sparkhub to make use of a PB Template in sending.
  • If you want your message to include an image, you must do so by creating a PB Template containing the image. Sparkhub does not store images for this purpose.
• Message Text Override
  • This is optional. If you are using a PB Template, and you leave the override blank, then Sparkhub will simply use the Template as-is, with the exception that it will replace Sparkhub Dynamic Fields.
  • If you add text to the override field, then Sparkhub will use this override text when sending, regardless of whether you are using a Template or not. This can also accommodate Sparkhub Dynamic Fields.

How Sparkhub interprets the Spark

At the time the Spark is scheduled for, Sparkhub considers the following:

• Who is this text for? The recipient may be a single Contact (eg, a customer who ordered, or a Host of an Event). Or, it may be a group, such as "all guests of the Event" or "guests who haven't ordered." In the latter cases, Sparkhub determines the recipients at the time of sending.
• What should the text say?
  • If there is a Template selected but nothing in the Message Text Override area, Sparkhub will simply send the specified Template as-is (words and image if applicable), replacing any Sparkhub Dynamic Fields as necessary. 
  • If there is no Template selected and there is text in the Message Text Override area, Sparkhub will send the text words from the override field, with no image, replacing any Sparkhub Dynamic Fields as necessary.
  • If there is a Template selected AND there is text in the Message Text Override area, Sparkhub will send the image from the Template if one exists, along with the text specified in the override, replacing any Sparkhub Dynamic Fields as necessary. Sparkhub will not use the words from the PB Template. 
• Note - if a PB Template is being used, Sparkhub will use the Template as it exists at the time of sending the Spark, not as it existed when the Spark was first scheduled. This means you can update your Templates in PB and trust that, when Sparkhub sends them, it will use the most up-to-date version.

Best Practice

Our recommendation is this:

• Use the Message Text Override field for your message body. This allows you to view it in Sparkhub, and also, you can easily change it on the fly without having to go into Project Broadcast.
• If you want to add a photo, create a Template in PB (it can contain just the photo and no body; the body would be overridden anyway). Add this Template to your text Spark.

How to see scheduled texts

Note that these Sparks are scheduled, or "held," in Sparkhub's queue. This means these messages will not appear in your scheduled messages inside Project Broadcast. Project Broadcast has no knowledge of Sparks that have not yet run. 

We set Sparkhub up this way intentionally, because Sparkhub may need to run specific logic at the time of sending (such as looking at who has and hasn't ordered on an Event in order to send the message the right set of guests, or looking at the most up-to-date guest count in order to accurately replace the {shGuestCount} Dynamic Field). This would not be possible if Sparkhub scheduled the texts in Project Broadcast immediately, thereby locking in the recipients and content prematurely.

In order to see your scheduled Sparks, you can go to the Tasks area of Sparkhub and view the Scheduled Sparks tab. Furthermore, you can delete or reschedule a Spark there. (Be sure to click the checkbox to save if rescheduling.)

Broadcast Hours

If you have set Broadcast Hours in Project Broadcast, and Sparkhub attempts to send a text while your broadcasting is paused, then the text will wait inside Project Broadcast until your hours are back on. You'll be able to view it in your scheduled texts.

Contacts marked as "Do Not Message"

Did you know that if someone RSVPs to your Sparkhub-powered Event, and they're already in your PB contacts and marked as "do not message," they will not get your messages about the event?

This is a good thing; after all, they've (presumably) asked you in the past to never text them. And even though their sign-up on your invitation indicates consent, we here at Sparkhub do not want to turn off the "do not message" indicator for them, since it may result in you sending other messages (unrelated to party ones they're expecting) that they have opted out of.

But the problem is, you don't have an easy way to know this has happened. So we plan to add a little indicator on your guest list, so you can see that there was an error with that contact. This way, you can decide if you want to temporarily remove the "do not message" flag, or email them, or just let the host handle communication with them.

In the meantime, keep an eye on your PB account's Unsent Messages area to see if you have outgoing messages that aren't sending. A "do not message" status may be why.