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SMS - Administrator Setup

Configuration guide for administrators when setting up texting / SMS tools.


LegalServer Site Settings

Enable the SMS Tab

On the Admin > Users Roles (Permissions) page, edit the Administrator role and check the SMS box in the Viewable Navigation tabs section. Users do not need access to this tab to use the feature on cases.  The SMS tab is useful for administrator testing and troubleshooting.


Optionally re-arrange the navigation tab order on the Admin > Top Level Navigation Bar/Search page, under the "Tabs" tab.

LegalServer Administrator Form

Enter your site's Twilio information on the  Admin > Telephony & SMS page, and optionally enable SMS for reminders on calendar events, tasks, and deadlines.

The Twilio phone number you use for the -demo site and live site must be two different Twilio numbers.

Note: The Autoresponder settings only appear if that module, currently in beta testing, is also enabled.

Note: The Master Consent Search list limits the consent search to just clients instead of all contacts within the system. 


Repeat this process for your live site with a different Twilio phone number when you are done testing SMS on the demo site.

Viewing SMS Message Logs for the Site

The SMS navigation tab page contains lists for all Scheduled, Sent, and Received SMS Messages.




Scheduled & Queue, Sent and Received tabs have filter options, which allow you to see messages by date range.


The Contact Consent tab (not shown above) will only appear if the option to use a master consent search list is selected on the Admin page. This allows searching across all consents in the database and editing individual records.

Note: The Master Consent Search list is not fully implemented. Do not check this box without contacting LegalServer Support.

Adding the SMS Block to a Form 

Administrators can add the SMS Block to a new auxiliary form in Admin > Processes, Forms, and Profiles.

Create a new auxiliary form, like Send SMS  (consider adding another form that shows before this one - SMS Consent Status)
Create process to call that the form, like Send SMS to Client
Add the Send SMS process to the Actions menu on the case profile


The SMS block should not be placed on profile pages.  The block presents a 'live' set of fields and action buttons, and must be on an auxiliary process.

Also note: There are two list view elements, SMS Sent Log and SMS Received Log, currently available to add to case profiles, but that should not be used. Those list views pull site-wide information. (Ref: 84956)

Optional: Add an SMS Alert on the LegalServer Home Page

Administrators can configure the Homepage Alert block to include alerts about SMS messages received on the logged in user's cases (includes pending, open, and closed cases).

To add the alerts, navigate to Admin -> Processes, Forms, and Profiles, choose the Home/Section Front Module, and edit or create a dynamic Home profile.  Add the Homepage Alerts block to the dynamic home page and check "Show SMS Received Alerts Tab When Applicable".


Preventing Messages from Being Sent to a Number

Stopping messages from being sent to a specific number is handled by the SMS provider. Twilio, for example, provides:

STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT - will stop customers from receiving messages from that particular Twilio number. When attempting to send a message to a subscriber that previously texted in any of the keywords mentioned above, Twilio's API will throw a 400 response with error code 21610.

Site administrators can also make the Send SMS auxiliary process two steps, and require the user to view/edit consent in the SMS Consent Preferences block before proceeding to the next form.  Because we don't know if the user intends to send an SMS to the client or to a third party, such as a service provider, the SMS send tool will still appear on the form. 

Twilio Setup - Required to Use SMS Tools!

(1) Create a Twilio Account and Configure It

Twilio is a separate company and product. Visit https://www.twilio.org/ to create an account.

1) set up a trial account at twilio.com.

2) upgrade your trial account to a functional account.
A Trial account will not permit you to properly test SMS sending. Upgrade to a functional account before testing.

3) let your financial departmetn know this account should auto-recharge or never run out of funds.
To avoid SMS messages not being sent or delivered and error messages for your users, your Twilio account should not be allowed to run out of funds. Accounts should be maintained with sufficient funds, or set to auto recharge.

4) log into your new account and create two phone numbers, one for your demo and one for your live site.
Getting two numbers from Twilio, one for your demo site and one for your live site, is not required, but is highly recommended.  Do not use the same phone number on both your demo and live sites.

5) After creating an account, login at https://www.twilio.com to login and administer your account.


twilio-setup


Make a note of your Twilio credentials and API key.

6) Optional: apply for a NonProfit Discount at Twilio
Apply for a kickstart credit and discounted pricing at Twilio.org.

(2) Enter the LegalServer Webhook in Twilio's Configuration for the Demo Site

The Webhook you will configure is what Twilio uses to send incoming messages to your site, and LegalServer uses to process those messages and create case notes (assuming the incoming number exists on a case) and alerts.

You must configure the webhook after 'A MESSAGE COMES IN' in the Twilio administration console at twilio.com.


The webhook URL you should enter is:  https://YOURDOMAIN-demo.legalserver.org/modules/sms/processor.php 


(3) Test the SMS tool on your Demo site
Create the processes need and familiarize yourself with how SMS works on the demo site.

(4) Enter the LegalServer Webhook in Twilio's Configuration for the Live Site


You must configure the webhook after 'A MESSAGE COMES IN' in the Twilio administration console at twilio.com.  The webhooks for your demo and live sites are different.


The webhook for your live site is :   https://YOURDOMAIN.legalserver.org/modules/sms/processor.php