Read frequently asked questions about our messaging features.
Which Are the Paid Features?
Emails are free, SMS is a paid feature. All emails are free. Text messages require you to purchase text messaging funds, and thereafter each standard-length SMS-send pulls from those funds. Contact us for the current cost per SMS send.
How Much Does SMS Cost?
Roughly $0.02 per chunk. Each message you send to a specific Client is measured in 160 character increments/ chunks. Every 160 character chunk sent to one phone number costs you $0.02.
Please bear in mind that the very first increment of any message already uses 51 characters to produce this opening phrase after 2 hard returns:
""Reply STOP to unsubscribe. Reply HELP for Help.""
Will I be Charged for Rejected Text Messages?
Not for improper formatting. PantrySoft performs an initial layer of verification that checks to make sure phones are numeric and have the right number of digits. It also checks to make sure emails are formatted as emails should be. If Pantrysoft rejects an email or SMS on that basis, you won't be charged.
You will be charged for bounced phone numbers (including land lines). If the service we use cannot find an sms recipient for the properly formatted phone number you gave us, the service charges us for the attempt as it if had been successful. Accordingly, your org will be charged for these sends as well.
Can my Clients Reply to Emails / Texts?
Yes on Emails. A pantry can set up a reply email address for PantrySoft system emails (admin clicks their name after logging in, then clicks Account Settings-> (Edit button): ReplyTo Email). If this is set up, email replies sent by Clients will send to the designated email address.
No on SMS. Texts will come from a randomized number. If you're concerned your customers will be confused on this point, include this fact in the message itself. The only valid replies customers can text back are "STOP" and "HELP." A message of "STOP" will unsubscribe them. "HELP" just asks them to contact their actual food pantry.
How Can Admins Send Text Message or Emails?
System Messages. Once the email and/or SMS feature has been turned on for your pantry, the system will automatically send reminder emails about Appointments according to the settings.
Mass-Messaging from Reports. Once the email and/or SMS feature has been turned on for your pantry, admin Users with the Report Additional Role can visits Dynamic Reports and send SMS or Emails based on the rows of emails.
If Something Goes Wrong, How do I Check if My Messages Sent?
PantrySoft has a Message Log. Just go to Setup->Message Log while logged in with admin permissions.