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Intelligent Messaging - the key ingredients
What is Intelligent Messaging? There's a technical answer which you will find further down the page but from a business perspective Intelligent Messaging allows you to engage with people (tenants, staff, contractors, etc.) using SMS and Email to create digital conversations.
These conversations can contain information from your housing, finance or asset systems such as Tenant details, rent balances or repairs appointments.
Within Intelligent Messaging the conversation flow is represented as Workflows and Message Templates hold the narrative of that conversation. For example, Intelligent Messaging will read data from your housing management system and based on rules that you configure, send an SMS message to a Tenant automatically if they are in arrears. The can ask the Tenant if they would like to make a payment or speak to someone, depending on their reply the Workflow will send them a message with a payment link or notify their Housing Manager to contact them.
Its about taking the normal, everyday tasks that distract your staff from working with Tenants and automating them to give them more time to work with their Tenants.
You can find out more about the technical detail of Intelligent Messaging by click on the picture below and selecting the area of interest.
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Data Tool
The Data Tool can be used to both read and write data from multiple systems within your organisation; it provides Intelligent Messaging with a list of your tenants, staff, etc. and their contact details, plus other relevant data for example their current balance or other information. Messages sent or received can be written back into those systems if they support the option to import data from a third party application.
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APIs
Intelligent Messaging has a full set of documented APIs that are available to be used to allow integration with third party applications. This includes the extraction of data to report on messages sent and received and using tools such as Microsoft Power Apps to create mobile applications that can launch Workflows from a member of staff's mobile phone. The system is inherently extensible and open architecture based.
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Message Templates
Message Templates contain the narrative for the conversation within a Workflow. They are similar to mail merge template in a word processor, fields can be inserted which are then updated with information from the relevant field in the housing management system, for example a balance or name.
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Workflows
Workflows are used to create a conversation between your back end systems and tenants, staff, contractors, etc. The workflows allow a person to reply to a question and the workflow then uses logic and branches to further process the activities of the workflow. Workflows can be initiated manually by a member of staff, automatically based on a field in the back end system (e.g. a tenants balance going into arrears would trigger an automatic arrears message) or by Intelligent Messaging receiving a keyword or trigger word, for example a tenant could SMS the word BALANCE to request their balance.
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Reports
Intelligent Messaging keeps a complete log of all messages sent and received by the system and can track the delivery of an SMS message to the Inbox on a mobile phone. The information held in the reporting database can be accessed via documented API calls into the reporting tool of your choice from Microsoft Excel to Power BI or Tableau.
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SMS & Email Messages
Intelligent Messaging uses two digital channels to communicate with people currently; SMS and Email. SMS is used as the primary delivery mechanism as it does not rely on a data connection on the mobile device in order to send and receive.