Sangoma Send User Guide (V1)

Overview

The Sangoma Send application, provides authorized users the ability to send notifications via email or text/SMS to lists of contacts. This can be useful for marketing campaigns, promotions, weather alerts, business notifications, employee alerts, and more.

The Sangoma Send app consists of the following major components:

• Contacts: Contacts are the individual that notifications are sent to.

• Mailing lists: A mailing list is a list of contacts that you can send notifications to.

• Labels: Labels provide a method to group contacts. By adding labels to contacts, a group of contacts with the selected label can be added to a mailing list.

• Notifications: A notification is the message that will be sent to the contacts.

• Acknowledgement forms: Acknowledgement forms provide a method for the notification recipient to respond to the notification.

Prerequisite

The Sangoma Send app is a seat based application. Each seat is assigned a Text Messaging number. Each Sangoma Send app Administrator is assigned a seat. If you wish to enable an existing PSTN number you already have, please contact your partner or our support team.

• Customer Purchases the Sangoma Send app seats.

• Partner provides the Sangoma team with the Sangoma Send app administrator’s portal user id/email.

• The Sangoma team has obtained and assigned a SMS number to the purchased seat.

• The Sangoma team has assigned a seat to the Sangoma Send app administrator’s Sangoma account.

• Once the users have been entitled to administer the Sangoma Send app they will receive a welcome email with links to this guide and other helpful information for configuring and sending notifications.

Getting started

• To access the Sangoma Send app click Here (Sangoma Apps ).

• Login using your Sangoma Business Voice portal credentials.

• If you have access to multiple Sangoma packaged applications, select Sangoma Send in the APPLICATIONS left side panel.

Workspaces

The Workspaces panel on the left side of the page, provides a menu of the following functions:

Dashboard

The Dashboard displays statistics for selected notifications.

Health Indicators

The health Indicators validates that the selected notification has no known issues.

Select a notification and the following is displayed.

Key Performance Indicators

Notification KPIs: provides statistics for selected notifications:

• Select a notification and the following is displayed.

• Select a time period. (Today, Yesterday, Last 30 days)

Create Notification

Select the Create Notification option to create a notification. For more information reference the How to Create a New Notification section.

Notification History

The Notification History option provides a list of previously sent notifications, with the following information.

• Status - Displays the status of the notification with a link to view more detailed status information.

• Sent on - Displays the Date and time that the notification was sent.

• Notification name - Displays the configured name of the notification.

• Sent to - Displays the mailing list that was used in the notification.

• Response - Provides a link to view the list of recipients and their responses to the notification.

List Actions

At the top of the list the following action icons are available:

• Search - Enter information to search for an existing notification.

• Export - Provides the ability to export the notification as a CSV formatted file.

• + New Notification - Create a new Notification.

Individual Notification Actions

• Status - Click on the Status for more detailed information regarding the status of a notification.

• Response - Click in Response to view the list of recipients and their response to the notification.

• Duplicate - To create a new notification from an existing notification hover over the desired notification and then click the Duplicate Icon.

Scheduled Notifications

This workspace displays a list of notifications that are set up to be scheduled to be sent out at a specific date and time.

List Actions

At the top of the list the following action icons are available:

• Search - Enter information to search for an existing notification.

• Export - Provides the ability to export the notification as a CSV formatted file.

• + New Notification - Add a new Notification.

Individual Notification Actions

Hover over the desired notification and select one of the following icons.

• Test - allows you to send a test message to an email or SMS number, which does not have to be a saved contact

• Duplicate - Creates a new notification from an existing notification.

• Edit - Provides the ability to edit the existing notification.

• Delete - Deletes the notification.

Drafts

This workspace displays a list of notifications, that when created the Sending option was set as Save as draft. If you want to create a Notification template, you can create the notification and then save it as a draft and they will be stored in this space.

List Actions

At the top of the list the following action icons are available:

• Search - Enter information to search for an existing notification.

• Export - Provides the ability to export the notification as a CSV formatted file.

• + New Notification - Add a new Notification.

Individual Notification Actions

Hover over the desired notification and select one of the following icons.

• Send now -Sends the notification.

• Test - allows you to send a test message to an email or SMS number, which does not have to be a saved contact.

• Duplicate - Creates a new notification from an existing notification.

• Edit - Provides the ability to edit the existing notification.

• Delete - Deletes the notification.

Contacts

The Contacts option within the workspaces is where the contacts are managed. A list of existing contacts along with their email or phone number is displayed. When you hover over an item in the list 4 actions icons are displayed. Add Labels, Remove Labels, Edit Contact, and Delete Contact.

How to create a new Contact

• To Create a new contact, click the + New Contacts button above the list of contacts.

• Enter the contact’s First and Last Name.

• To add or edit a contact’s email address see the Contact Email Maintenance section below.

• To add or edit a contact’s phone number see the Contact Phone Number Maintenance section below.

• Click the Submit button to submit all changes.

How to Edit a Contact

• To edit a contact, hover over the desired contact and click the Edit Icon.

• Edit the First and Last Name.

• To add or edit a contact’s email address see the Contact Email Maintenance section below.

• To add or edit a contact’s phone number see the Contact Phone Number Maintenance section below.

• Click the Submit button to submit/save all changes.

How to Delete a Contact

• To delete a contact, hover over the desired contact and click the Trash Can Icon.

• When prompted click the DELETE button or the Cancel button to cancel out of the changes.

Contact Email Maintenance

While in Add or Edit Contact mode, follow the steps below.

• Add an Email

  • Click the + Add Email button.

  • Select a Label from the Dropdown.

  • Enter the Contacts Email address.

  • Click the Save button to save the entry or the Cancel button to cancel out of the changes.

Note: You must click the Submit button to submit/save all changes.

• Edit an Email

  • Click the Edit Icon to the right of the desired email.

  • Select a Label from the Dropdown.

  • Enter the Contacts Email address.

  • Click the Save button to save the entry or the Cancel button to cancel out of the changes.

Note: You must click the Submit button to submit all changes.

• Delete an Email

  • Click the Trash Can Icon to the right of the desired email.

Contact Phone Number Maintenance

While in Add or Edit Contact mode, follow the steps below.

• Add a Phone Number

  • Click the + Add Phone Number button.

  • Select a Label from the Dropdown.

  • Enter the Contacts Phone Number.

  • Click the Save button to save the entry or the Cancel button to cancel out of the changes.

Note: You must click the Submit button to submit/save all changes.

• Edit a Phone Number

  • Click the Edit Icon to the right of the desired phone number.

  • Select a Label from the Dropdown.

  • Enter the Contacts Phone Number

  • Click the Save button to save the entry or the Cancel button to cancel out of the changes.

Note: You must click the Submit button to submit/save all changes.

• Delete a Phone Number

  • Click the Trash Can Icon to the right of the desired phone number.

Note: You must click the Submit button to submit/save all changes.

How to Export Contacts

• Click the Contacts option in the WorkSpaces panel on the left side of the page..

• Click the Export Icon at the top of the page.

• A CSV file will be created in the device's default location with all Contacts included.

How to Import Contacts

The Sangoma Send app provides the ability to import a list of contacts using a CSV formatted file.

• Step 1 - Create a template CSV file:

  • At the top of the Contact list, click the Import button.

  • In the Pop-up window that is displayed, Click the Download Sample button.

  • A CSV file will be created in the device's default location.

• Step 2 - Add contacts to the new CSV file.

  • Open the downloaded export file using a spreadsheet app like Excel.

  • Do not add any entries in the first column “uuid”

  • Add the following contact information:

    • Firstname - Enter the contact’s first name.

    • Lastname - Enter the contact’s last name.

    • Labels - Enter an existing or new label (example: Monthly Newsletter). Note: If the Label is a new label, and the contact already exists the row will be rejected.

    • Email - (optional) Enter the contact’s email address.

    • Emailtype - Enter one of the following valid emailtypes (No Label, Home, Work, Other).

    • Phonenumber - (optional) Enter the contact’s SMS/phone number. Note: The number should be just the number, no special characters.

    • Phonenumbertype - Enter one of the following valid phonenumbertype (No Label, Mobile, Work, Home, Main, Other).

    • Additional emails and phone numbers can be added in the subsequent columns.

    • Save the changes.

• Step 3 - Import the contacts via the new CSV file.

  • Click the Contacts option in the WorkSpaces panel on the left side of the page.

  • Click the Import Icon at the top of the page.

  • Click the Browse button.

  • Select a previously created CSV file.

  • If the first row has column headers, click the “First row has headers” checkbox.

  • Click the IMPORT button.

  • A popup window will appear and display how many rows were processed, rejected and imported. Normally there will be at least 1 row rejected, which is the first row of column headers.

How to Add Labels to a Contact

Note: A Contact can have multiple labels.

• To Add Labels to a contact hover over the desired contact and click the Add Labels Icon.

• The contact - Add Label page is displayed.

• Click the + Add Label button.

• Select an existing Label.

• Click the Save button or the Cancel button to cancel out of the changes.

• Repeat the above 3 steps to add additional labels.

• After all Labels have been added to the Contact click the Submit button to submit all changes to the system, or the Cancel button to cancel out of the changes.

How to Remove Labels to a Contact

• Hover over the desired contact and click the Remove Labels Icon.

• Hover over the desired Label and click the Trash Can icon.

• Click the DELETE button to complete the deletion, or the Cancel button to back out of the delete function.

Labels

Labels provide a method to group contacts. An example might be to add a location id to all employees at a location, or a campaign name to all affected customers. Labels make it easier to create mailing lists, as you can add all contacts with a specified label to a mailing list. Once a label is created you can add contacts to the label or you can add the label to a contact. A Contact can have multiple labels.

Click the Labels option in the WorkSpaces panel on the left side of the page.

Create or Edit a Labels

• To Add a new Label, click the + New Label button.

• To Edit an existing Label, hover over the desired Label and click the Edit Icon on the right side of the Label.

• Enter the Label Name.

• Enter a Description.

• Click the Submit button.

Delete a label

• Hover over the desired Label and then click on the Trash Can Icon on the right side of the Label.

• Click the DELETE button to complete the deletion, or the Cancel button to back out of the delete function.

Add Contacts to a Label

• Hover over the desired Label and then click on the Add Contacts Icon on the right side of the Label.

• Click the + Add Contact button.

• Search and select a contact from the dropdown.

• Click the Save button to save the entry or the Cancel button to cancel out of the changes.

• When you have completed adding all the desired contacts, click the Submit button at the bottom of the window to submit all changes, or the Cancel button to cancel out of all entries.

Remove a contact from a Label

• Hover over the desired Label and click the Remove Contact Icon on the right side of the Label.

• From the list of displayed contacts, hover over the desired Contact and click the Trash Can Icon on the right side of the Contact.

• Click the DELETE button to complete the deletion, or the Cancel button to back out of the delete function.

Mailing List

A Mailing List is a group of contacts that can be assigned to notifications. The contacts in the list will be sent the notification when it is submitted. When creating a notification, it is required to select one or more Mailing Lists.

To Access the Mailing List, click the Mailing Lists option in the WorkSpaces panel on the left side of the page.

Create and Edit a Mailing List

• To Create a new Mailing List, click the + New List button.

• To Edit an existing Mailing List, hover over the desired Mailing List and click the Edit Icon on the right side of the Mailing List.

• Name - Enter a Name for the mailing list.

• Description - Enter a description for the mailing list.

• SMS Number - Enter the SMS number that Sangoma provides with your license.

• Allow Subscribe/Unsubscribe - Click the checkbox, to allow recipients of the notification to Subscribe or Unsubscribe to future notifications. By default, all Mailing Lists will be set to Unsubscribe/Subsubscribe. When selected:

  • A URL will be created that will be automatically added to each SMS and Email to comply with regulations that stipulate that recipients can unsubscribe from mailings.

  • This URL can also be copied and added to a website or other information to allow a person to register for the mailings.

  • YOU MUST use this feature on your first messages to new external audiences. This will allow a person to subscribe or unsubscribe to these types of notifications.

  • You can uncheck this feature on the outbound message if you wish but best practice will be to include it on all messages, and at minimum on the first message to all new contacts.

    • For more information on the requirements and best practices for email and SMS marketing, we recommend consulting with third party legal guidance as needed to remain in compliance with all applicable regulations: CTIA and Your Guide to Understanding Email Laws and Regulations

• Click the Submit button

Delete mailing List

• Hover over the desired Mailing List and then click on the Delete Icon on the right side of the Mailing List.

• Click the DELETE button to complete the deletion, or the Cancel button to back out of the delete function.

Registration URL

• To review the pop-up that the customer will see if they open a Self Registration URL, click the “Click to Review” link.

• Click the Copy Icon to copy the Self Registration URL.

Add Contacts by Label to a Mailing List

This feature allows adding all contacts to a mailing list that have the selected label.

• Hover over the desired Mailing List and then click on the Add by Label Icon on the right side of the Mailing List.

• Click the + New Label button.

• Select a Label from the dropdown.

• Click the Save button to save the entry or the Cancel button to cancel out of the changes.

  • Once the entry has been saved, prior to submitting the changes you have the option to edit or delete the entry via the edit or Delete Icons.

• When you have completed adding all the desired Labels, click the Submit button at the bottom of the window to save all saved entries, or the Cancel button to cancel out of all entries.

Add Individual Contacts to a Mailing List

• Hover over the desired Mailing List and then click on the Manage List Icon on the right side of the Mailing List.

• Click the + Contact button.

• Click the + Add Contact button.

• Search and select a contact from the dropdown.

• Click the Save button to save the entry or the Cancel button to cancel out of the changes.

• When you have completed adding all the desired contacts, click the Submit button at the bottom of the window to save all saved entries, or the Cancel button to cancel out of all entries.

Remove a contact from Mailing List

• Hover over the desired Mailing List and then click on the Manage List Icon on the right side of the Label.

• Hover over the desired Contact and then click on the Trash Can Icon on the right side of the Contact.

• Click the DELETE button to complete the deletion, or the Cancel button to back out of the delete function.

Ack. Templates

Acknowledgement Templates are used to allow the recipient of a notification to acknowledge/respond to a notification.

To Access the Ack. Templates, click the Ack. templates option in the Work Spaces panel on the left side of the page.

Create and Edit a Ack. Templates

• To create a new Ack. Template click the + New Template button.

• To edit an existing template, hover over the desired template and click the Edit Icon.

• Message

  • Name this template: Enter a name for the acknowledgement template.

  • Message Title: Enter a title/header for the Acknowledge/response form.

  • Message body: Enter the message to be presented after the title. If a response from the contact is expected, this message might include a question to guide the contact with how to respond to the notification.

  • Response Options: Create up to 5 response buttons that the contact will be provided to respond to a notification.

    • To add a response button, click the + Add button button.

    • Button Label: Enter the text to help the contact know which response to provide.

    • Redirect to: This option allows you to redirect the contact to a different web page when the button is clicked.

• Footer

  • URL or Phone number link: This option allows you to redirect the contact to a different web page or Send a text message.

  • Text to display: Optionally you can display a message at the bottom of the Response form. If a URL was provided this is the text that will be displayed in the URL.

Example Acknowledge/Response form

Delete an Ack. Templates

• Hover over the desired template and click the Trash can Icon.

• Click the DELETE button to complete the deletion, or the Cancel button to back out of the delete function.

How to Create a New Notification

Select the Create Notification option in the WorkSpaces panel on the left side of the page.

Optionally you can create a new or copy and existing notification while viewing Notification history, Scheduled notifications, or Draft notifications.

To create a new Notification click the + New notification button at the top of the page. After the form is displayed enter the following:

• Name this notification - Enter a name for the notification.

• Assign mailing list - Select a previously created mailing list. This will associate the SMS number that is saved to the mailing list with your notification.

• By default it will include the unsubscribe link. You may uncheck that option if you are sure that all your users have double opted in to receive your messages and you have presented the opt-out link in an earlier message.

• Sending options:

  • Send now - Send the notification now.

  • Send later - When this option is selected you will be prompted to enter a Date and a Time to send the notification.

  • Schedule recurring - When this option is selected you will be prompted for the following:

    • Interval - Enter the number of times you want to send this notification.

    • Frequency - Select how often the notification should be sent: (Yearly, Monthly, Weekly, or Daily)

    • Start on - Enter the Date and Time the notifications should start being sent.

    • All recurring messages should include the opt-out/unsubscribe link.

  • Save as draft - Select this option if you want to:

    • Test the notification - See the How to test a notification section for additional information.

    • Complete the notification at a later time.

    • Save as a template.

• UNSUBSCRIBE / RESPONSES

  • Send Unsubscribe Link

    • Select this option if you want to provide a link that allows the contact to unsubscribe to future notifications.

  • Request acknowledgement

    • Select this option if you want the contact to respond to the notification.

    • Select a previously created Acknowledgement template from the dropdown.

• Variables:

  • You can copy and paste these variables into your Email and SMS messages to make them more personal.

  • Available Variables:

    • firstname

    • Lastname

• SMS: This is the body of the SMS message that will be sent to recipients. This message will only be sent to recipients for which you have added a valid phone number in the mailing list.

• Email: This is the subject and body of the email message that will be sent to recipients. This message will only be sent to recipients for which you have added a valid email address in the mailing list.

Scroll back to the top of the form and click the Create button or Save and schedule depending on your selected send option..

How to test a notification

• Create a new notification and save it as a draft or as a scheduled notification.

• Select the Draft or Scheduled notifications option in the Workspaces panel on the left side of the page.

• Hover over the desired notification and click the Test Icon.

• Enter an Email or Phone number to send the test notification to.

• Click the Send button.