Customer Company Messaging FAQ

February 8, 2025

Q: What is company messaging?  

A:  Company Messaging is the ability to text (SMS) or picture (MMS) enable any of your main business phone numbers including auto attendants and hunt groups.

Company Messaging groups of one or more users can respond/send messages from that main business phone number through the Elevate desktop and mobile apps to customers.

Company Messaging
allows any user of a group to instantly respond to customers’ texts, providing optimal customer service.

Q: Why would a business need company messaging?

A: Company Messaging helps engage customers with text and picture messaging right to a main company (SMS/MMS) toll-free phone number (SMS only) while seamlessly connecting them with Elevate subject matter experts. This helps:

  • Drive customer engagement by enabling customers to communicate businesses the way they want to (90% of customers prefer a texting option.)
  • Provide fast and customized responses
  • Connect subject matter experts to customers easily through SMS and MMS via a main company number, or SMS via toll-free.

Q:  Is company messaging available on all Elevate licenses?
 
A:   Company Messaging is an account level add-on. Company Messaging group members/agents have to be on Elevate Pro, Enterprise or With Teams licenses.

Q:  What is the limit for messaging with company messaging?
 
A:   There is a limit of 200 messages per user, per day and a limit of 500 messages per account, per day.

Q:  Can a user (or agent) be a member of multiple groups?
 
A:   Yes, a user may be a member of multiple groups. An end user is also called an "agent" in Company Messaging.

Q:  Can several company messaging groups be created?

A:   Yes. Each group would need to have a unique business phone number (DID) assigned to it. Each phone number would be a new company messaging charge. 

Q:  Will other agents in the group see new conversations initiated by an agent?

A:   Yes. The new conversation will be created in the Company Messaging tab, visible to all agents of the group.

Q:  How can an agent know if someone else is writing a reply to a customer message?

A:   Agents can see the typing status of other agents. If multiple agents are writing a reply at the same time, they can connect using our Chat feature and coordinate the response to the customer. Agents can see replies sent by other agents in each conversation, 

so it will be clear if another agent already replied.

Q:  Is there a messaging limit at the group level?

A:   There is a fair use policy of 1,000 outbound messages per number (equivalent to a group) per month.

Q:  Can an agent leave the conversation or mute notifications?


A:
    It is not possible to leave a conversation, but any conversation can be muted. Agents can also configure pop-up or sound notification settings in the app settings.

Q:  What are the file size limitations when using company messaging?

A:   Please be mindful of the following limitations: 

  • Supported file types: *.gif, *.png, *.bmp, *.jpg, *.jpeg, *.mov, *.pjpeg, *.jfif, *.opus, *.oga, *.ogg, *.ics, *.dib, *.pjp 
  • Maximum file size is 0.8 Mb – this is due to various mobile carrier limitations. Image files of larger size will be automatically compressed to fit the limit. 
  • MMS messaging is only supported on local numbers, not toll-free.

Q:  Can I use company messaging with a main toll-free number?

A:    Yes, Company Messaging can be enabled for main local phone numbers or toll-free numbers. There is an additional charge for toll-free numbers. Note that you cannot send MMS (pictures) via toll-free numbers. A Verified Sender Program form will need to be completed and signed which is located here

Q:  Is Company Messaging international?

A:   Currently it is only applicable to send and receive SMS and MMS within US and Canada.

Q:  Is Company Messaging required to follow the SMS acceptable use policy?

A:   Yes, both user texting from the Elevate app as well as Company Messaging must adhere to the SMS Policy. Please check with your sales representative for this policy.

Q:  How is company messaging different from standard SMS (texting) within the Elevate application?

A:   Elevate is already set up to communicate via SMS (texting) and MMS (pictures) from within the Elevate application from a user’s personal business number. This is considered person-to-person texting. Company Messaging is SMS and MMS communication from a company’s main business number or toll-free number. This allows customers to receive immediate and informed responses from an individual or a group of individuals tied to that Company Messaging number. Both standard SMS and Company Messaging are bound to an SMS Acceptable Use Policy. Please check with your sales representative for more information on this policy.

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February 16, 2025
Essex County, VoIP's allure is undeniable: reduced costs, unparalleled flexibility, and feature-rich experiences compared to traditional phone lines. But with any innovation, security concerns remain. You've analyzed the realities, asking, "Is VoIP a security risk?" Now, as you approach the final decision, let's help you choose a solution that prioritizes security without compromising benefits. Security – A Top Priority: Yes, potential threats exist. Data breaches, man-in-the-middle attacks, and social engineering attempts can compromise privacy and confidentiality. But, you're in control. By choosing the right provider and implementing robust security measures, you can significantly reduce risks. Making the Secure Choice: Prioritize providers with a security-first approach. Look for: Compliance certifications: HIPAA, PCI DSS, SOC 2, ISO 27001 demonstrate commitment to industry standards. Security features: End-to-end encryption, multi-factor authentication, intrusion detection, network segmentation, data loss prevention, and disaster recovery plans offer comprehensive protection. Transparent practices: Regular security audits, incident response plans, and clear communication about their security posture showcase dedication and accountability. Engage directly: Ask questions about specific security features, mitigation strategies, and their approach to handling potential vulnerabilities. Don't hesitate to negotiate: If security is paramount, prioritize providers willing to customize their offerings to meet your specific needs and risk tolerance. Beyond the Checklist: Seek independent insights: Read user reviews and security audits for real-world experiences and expert evaluations of provider security practices. Industry-specific considerations: Understand data protection regulations relevant to your sector and ensure your chosen solution adheres to compliance requirements. Don't underestimate user training: Empower employees with security best practices to minimize social engineering risks and ensure responsible use of the VoIP system. Making the Informed Choice: Weigh risks against benefits: Security is crucial, but remember the significant advantages VoIP offers in terms of cost, flexibility, and functionality. Choose a provider that aligns with your needs: Prioritize security features and practices that directly address your organization's risk tolerance and industry-specific requirements. Confidence through clarity: Ask questions, negotiate, and gain complete understanding of the provider's security posture before making your final decision. Essex County, it is decision time, it is time to choose a trusted partner. By prioritizing security and selecting a provider who demonstrably prioritizes safeguarding your communication, you can confidently unlock the full potential of VoIP technology without compromising on the safety and integrity of your sensitive information.
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February 16, 2025
Essex County I'm sure you agree that VoIP's potential is undeniable – reduced costs, unparalleled flexibility, and feature-rich communication compared to traditional phone lines. Yet, security concerns linger. You're asking, "Is VoIP a security risk?" Let's delve deeper, exploring the realities of VoIP security to help you make a well-informed decision for your organization. Understanding the Landscape: Yes, VoIP faces potential threats: Data breaches, man-in-the-middle attacks, malware, and social engineering attempts can compromise privacy and confidentiality. But, risks can be mitigated: By choosing the right provider and implementing robust security measures, you can significantly reduce vulnerabilities. Moving Beyond Headlines: Don't be swayed by scare tactics. Focus on understanding the specific risks and mitigation strategies relevant to your organization's needs. Compare provider security postures: Analyze their track record, compliance certifications, and security features like end-to-end encryption, multi-factor authentication, and intrusion detection. Seek independent insights: Read security audits, consult industry experts, and consider independent reviews to gain a comprehensive understanding of provider security practices. Taking Control of Your Security: User training is key: Educate employees on cyber hygiene, password management, and identifying suspicious activity to minimize social engineering risks. Stay updated: Regularly patch your VoIP software and devices to address newly discovered vulnerabilities. Implement access controls: Limit access to sensitive information and functionalities based on user roles and permissions. Monitor and respond: Continuously monitor your VoIP system for suspicious activity and have a plan for swift response and incident management. Beyond the Basics: Consider your industry's specific regulations: Understand any compliance requirements related to data protection and ensure your chosen VoIP solution adheres to them. Evaluate your security needs: If you handle highly sensitive information, consider additional security measures like virtual private networks (VPNs) or data encryption at rest. Seek expert guidance: If you lack in-house expertise, consider consulting cybersecurity professionals for tailored recommendations and implementation assistance. Making an Informed Choice: Weigh risks against benefits: Security is crucial, but don't overlook the significant advantages VoIP offers in terms of cost, flexibility, and functionality. Prioritize your needs: C2hoose a provider whose security features and practices align with your organization's specific requirements and risk tolerance. Don't hesitate to ask questions: Engage with potential providers, clarify their security offerings, and understand how they address potential vulnerabilities. Essex County, the aim of this article is to prepare you to make informed choices. By understanding the realities of VoIP security and proactively managing potential risks, you can unlock the full potential of this innovative technology while safeguarding your organization's sensitive information and ensuring secure communication.