Webinar Q&A
Do you have tips on how to minimize the opt out responses?
Here is a PDF guide on how to create an engaging program:
https://message-support.moderncampus.com/hc/en-us/articles/23051131842701-Guide-to-Creating-an-Engaging-Program-pdf-Resource. While there's no clear cut way to minimize opt out responses - sending the most relevant information to contacts will hopefully help mitigate opt outs.
Will we be shown how to assign multiple counselors to a person?
What role do you need to create a group?
Program & account admins have the ability to create group lists. We have this support article that shows how to create a new group list for multiple contacts.
https://message-support.moderncampus.com/hc/en-us/articles/10018018195725-How-do-I-create-a-new-group-list-for-more-than-one-contact
When attempting to log in to the mobile app I received the magic link to my email but when I click it nothing seems to happen. Is there a particular browser this process prefers? Chrome is what I'm using right now.
Are you opening the link via computer or your mobile phone? If on computer, you will need to request a new magic link and then open it on the phone that has Modern Campus Message downloaded. If that does not work, please email our support team so that we can provide one on one guidance. Our email is message-support@moderncampus.com
Thank you!
Is there a way to tell if someone has blocked the Modern Campus number and is no longer receiving text messages?
Unfortunately there is no clear way to tell if anyone has blocked the program phone number.
The person has to be a contact in a group before you can text them, correct?
Yes the person has to be added as a contact into the platform before they are to be texted.
Is there a way to create/storage message templates that you will use multiple times?
Feel free to reach out to us at message-support@moderncampus.com to work with your Customer Support Consultant.
Is there a way to change the counselor for a mass group of people in a program?
Is there a way to rename a group that has been created?
You'd have to change all of the contacts that have been assigned to that group to the new group's name. For example: 100 contacts in Group 1 need their group_list updated to Group 2 (Group 1 would then "delete" from the platform). For more information and step by step instructions on how to do so, check out our support article here:
https://message-support.moderncampus.com/hc/en-us/articles/10018017608461-How-do-I-delete-a-group-list
Is the limit still 500?
The KB limit for MMS messages is still 500.
On the computer I can sort for just my own students by unchecking the program and all of my team, but I cannot figure out how to do that on the phone.
When the webinar leader copied and pasted just now and some phone numbers showed red, can she text them?
If it is red, it means that record does not exist in the program with that phone number or ID (whatever data has been pasted in) and she will not be able to text them.
Hi, will this webinar cover how to make better use of the analytics portion of Message?
We had a
webinar in November 2023 dedicated entirely to analytics, so I would definitely recommend checking that out if you want to learn more. We also have a
support article covering analytics here.
Are templates only able to be used in a scheduled format? Or is there a way for us to create a "template" of text that we can select at the time of composing a message?
Our message templates are used to schedule reoccuring messages (like an intro message that sends every time you add new contacts) or messages scheduled for a specific date. If you are just wanting to save content for reuse as needed, that is not a feature we have at this time. We encourage our users to check out our product board to provide suggestions of new features to our product team -
https://portal.productboard.com/2lt7zvtphzasgrktf3ogtsbj/tabs/30-under-consideration On this page, you can click the purple “Submit idea” button. You are also welcome to vote on other features posted.
How do you add a new group of people(program) I can always message.
What type of POLICY is required for a University to utilize Message?
Many universities will work with their communications department or general counsel to work on text message consent based on the university’s requirements.
Is there away to review the scheduled messages that sent out in July 2024?
You can either view these by pulling a
Message History Export, or, you can review them on your
Analytics tab.
Sometimes when I try to update a student’s number the platform gives me an error message saying that the number already exists but when i check, no other numbers exits.
If you are unable to find where the duplicate number is, our support team can take a look - the search function may need you to type the number as +1 and then the mobile number without dashes for it to appear. I am not sure what format you were using to search for it.
Sometimes the platform doesn’t load messages when you select on the contact from the recents.
Sorry to hear this! If you email support when you have this issue, we can do some investigating in our logs. Unfortunately, without a time stamp, it is challenging for us to pinpoint and escalate the issue.
How can we send messages to a large group of students but not all of them withought having to individually typing their names out?
It sounds like bulk messaging or campaign messaging would work best for you here - if you have the folks in a CSV file, you can target a message that way. If you have fewer than 1000 contacts, directions are here: https://message-support.moderncampus.com/hc/en-us/articles/20685925434637-How-do-I-message-a-list-of-contacts-from-a-csv-file. If you have more than 1000, instructions are here - https://message-support.moderncampus.com/hc/en-us/articles/10018016950669-How-do-I-send-a-campaign-message
How can we use the translator?
Sorry, we do not have a built in translator at this time
How can we use multiple rules when filtering out groups of students to message?
Advanced search allows for the stacking of conditions as Kelsey showed earlier. This support article shows how you can list out multiple conditions.
Can you also send a link for adding a new program?
Hi there, please reach out to your Customer Support Consultant at message-support@moderncampus.com & ask for a New Program Setup sheet. From there, your CSC will work with your Account Manager to see if the new program fits into your contract and your CSC will get everything set up for you.
Do you have a template or suggested policy wording I could show PR or HR to get us going?
If you reach out to us at message-support@moderncampus.com, your Customer Service Coordinator can connect you with your Account Manager that can provide you with some forms.
When “updating with new info” - will a blank cell in the column overwrite the old data as a blank, or will it keep the old data in that field?
If you check that field to update, the blank will override the old data.
How does the “customer ID” field handle leading zeroes? Does it eliminate them, or keep them?
The customer ID field keeps them as long as you don't open the file after saving it with the leading zeroes.
Do you all have a starter pack or something like it for new users? I'm looking specifically for templates, or other things of the sort.
Please reach out to us at message-support@moderncampus.com and we'll send you a message template. https://message-support.moderncampus.com/hc/en-us/categories/8949543821709-Best-Practices-for-Successful-Messaging
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