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      How to Use the Patch SMS/MMS Content Editor

      What is the SMS content editor?

      The SMS content editor is used throughout the Patch Portal in order to create SMS and MMS messages to send to contacts. 

      Where can I use the SMS content editor?

      • Blasts
      • Automations > Action Blocks
        • Send SMS Automation Action Block
        • Double Opt-In Automation Action Block
      • Account Settings > Templates
      • Auto Replies

      How to create an SMS message:

      Step 1: Select your content

      When you first access the SMS editor you will see options for how you would like to start creating your content. You can choose from "Start From Scratch" or select a template to get you started.

      • Start From Scratch: Click on a template to the left to view a full preview of the message here. Click "START FROM SCRATCH" to begin creating a new message.
      • Template Selection: Scroll through a list of templates available on the account. Select the template that suits the needs of the SMS message.
        • Selecting a template
          1. Click anywhere on the Template within the list to preview it in the right panel’s preview area. 
          2. Once the Template needed has been found click the SELECT button in the top right-hand corner of the Preview panel
        • To go back and change the Template selected
          1. Click the INSERT dropdown menu (next to gateways)
          2. Click the last option “From Template”
          3. Confirm your choice in the dialog
          4. Repeat steps 1 and 2 above
        •  Gateway selection (which number you will be sending the SMS message from)
          • If there's a gateway ID on the Template it will be used when a Template is selected, otherwise, the gateway will be using the account default gateways set for SMS messages
          • To search templates type a keyword into the search bar and hit enter. These results rendered will show any templates that include the keyword(s) including template content.

      SMS Content

      Key Notes

      1. You only get 160 characters per message sent, so use them wisely! 

        1. Don't be afraid to abbr. (Proper grammar can be excused when you only have 160 characters).

        2. You can send up to 3 messages per send.
        3. MMS messages have different rules. See the Attachments section below.

      2. You'll get the chance to either start fresh or from a template.

        1. There are a handful of global templates in every account — suggestions based on what we've learned after sending millions of messages.

        2. You can also create and edit your own templates.

      3. The name of your business must show up somewhere in the text.  

        1. By default, your short name will show up at the beginning of the message content.

        2. If you type it somewhere else then it will disappear from the beginning like magic!

        3. If you want to use a different Business Name, then update the "Short Name” set on the account

        4. Note: Your business name can be set at Account Settings --> SMS Settings --> Short Name.

      How to use the Insert Menu

      Use the "Insert" button to add a SmartText, SmartLink, SmartOffer, or go back to select a Template.

      • AI Generated: This feature allows you to incorporate content generated by AI. The resulting messages are tailored for optimal performance on the Patch platform and align with best practices for customer retention.
      • SmartText: Allows you to dynamically insert customer data fields and smart date/time values. Say you wanted to say "Hey Billy" in your message, but obviously only to Billy! You can achieve this by inserting SmartText. Read more about SmartText here.
      • SmartLink: Allows you to replace a URL with a short, measurable Patch link. Use this to see how many clicks you've gotten, or even track any users that click the link. Read more about SmartLinks here.
      • SmartOffer: Allows you to insert a SmartOffer into the content of your message. Note: SmartOffers are limited to users with the SmartOffer addon active on the account. Read more about SmratOffers here.
      • Form Template: Choose this option to change the template you wish to utilize for your SMS message.

      How to add attachments/images to your message (MMS)

      When you add an attachment to the message content the SMS is sent as an MMS message.

      To add an attachment to the message content:

      1. Select a gateway that allows MMS messages to be sent from
      2. There are two ways to add an image to the SMS message content
        1. Click the picture in the bottom right corner of the text area
        2. Copy and paste the image into the text area

      Note: There is a limit placed on attachments in an MMS message from external providers. We automatically resize attachments to allow the maximum number of attachments possible. If the limit is exceeded an error message will be displayed.

      SMS Content: Character Count

      • If Unicode is allowed on the gateway then show: Some characters in this message require it to be sent as Unicode at 70 characters per message.
      • If Unicode is not allowed then show: This message contains Unicode characters that are unsupported on this phone number and will generally be replaced with? marks by the carrier.
      • Warning orange – Your message is longer than the allowed length ( characters) and will be cut off.
      • Error red - if the character count and message count are exceeded

      How to Use the Preview Section

      • Preview for 'Longest Possible Message'
        • For example: If you started your message with ‘Hey !’ the preview content will include ‘Samantha’ over ‘Bill’ because Samantha’s name includes more characters than Bill’s.
      • SmartText included in the SMS content that includes contact data will include information based on the longest possible character count.
      • Preview for Random Contact
        • SmartText included in the SMS content that includes contact data will update based on a randomly selected contact. 
        • To change the randomly selected contact use the arrows next to the selector to move forward and backward in the random contact list.
      • Contact Editor
        • Click the person icon to the left of the ‘Preview for…’ contact selector in to open the contact editor for the currently selected contact. All features are available to view, edit, and save the contact without having to leave the view.

      Other Message Options

      Send multiple SMS messages when the message exceeds 160 characters. Allows multiple messages to be sent simultaneously in case the character limit (set by external providers) is exceeded.

      Send even if not subscribed. Sends messages to contacts even if they have not subscribed.

      Always Send a Test Message to Yourself

      Be sure to send a test message to approve the content. This is especially important if SmartText or attachments are included in the message!

      Customer Support

      If you need help or need assistance determining next steps, please contact our Customer Support team by phone at 888.605.4429 or email at success@patchretention.com.