Setting Up and Sending SMS Alerts

SMS Alerts Overview

SMS Alerts provide administrators with a direct, high-priority channel to reach employees for time-sensitive communications. Whether you are sending reminders for critical action items, sharing urgent safety protocols, or communicating last-minute logistical changes, SMS ensures your message is seen instantly on the one device employees always have within reach.

Key Capabilities

• Targeted Outreach: Alerts are sent by selecting specific group audiences, ensuring the right people get the right message.

• Admin-Exclusive: To prevent "notification fatigue," only authorized administrators can draft and send alerts.

• Real-Time Analytics: Every alert includes delivery and readership metrics, allowing you to confirm that your message was received.

• No Message Caps: There is no limit on the number of alerts your organization can send.

• Compliance-First: Users have the autonomy to opt in or out at any time, keeping your communications within privacy regulations.

Technical Implementation & The Twilio Partnership

To provide a reliable and compliant delivery system, Haystack partners with Twilio, the industry leader in cloud communications. Twilio manages the global delivery of SMS messages and ensures all legal and regulatory standards (such as A2P 10DLC compliance) are met.

Because mobile carriers have strict regulations regarding corporate text messaging, the implementation involves a formal "Campaign Registration" with Twilio. Haystack will submit this registration on your behalf using some basic company info you provide. You'll find these details in Step 1 below.

User Requirements for Receiving Alerts

For an employee to successfully receive an SMS alert, two specific criteria must be met within their Haystack account. It is helpful to include these requirements in your internal launch communications:

1. Mobile Number Entry: The user must add their mobile number to their Account Settings. Note: This is specifically for system alerts and is separate from the phone number displayed on their public User Profile.

2. Explicit Opt-In: The user must manually check the SMS Opt-In box within their Notification Settings to grant permission.

We'll talk through these steps in more detail later in this article. 

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Step 1: Business Information & Campaign Submission

To begin the setup, we must register your organization with mobile carriers to ensure your messages are not flagged as spam. This process assigns you a dedicated phone number and a compliant "Campaign ID."

Instructions:

1. Complete the Registration Form: Click the link below to provide the necessary business details required by Twilio and mobile carriers:

   • 🔗 SMS Campaign Registration Form

2. Notify Your CSM: Once you have submitted the form, please reach out to your Customer Success Manager (CSM) to confirm.

3. Haystack Processing: Your CSM will file a formal ticket with our Support and Technical teams to submit your campaign for carrier approval.
   
   

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Step 2: Preparing Your Users for SMS

To ensure your SMS alerts reach the widest possible audience, your users must have a valid mobile number on file and provide explicit opt-in consent to be contacted by SMS. You do not need to wait for campaign approval to begin this step.

Populate Mobile Phone Numbers

There are two ways to ensure Haystack has the correct mobile numbers for your team:

• Option A: User Self-Service: Ask your employees to provide their mobile number directly. They can do this by visiting their Account Preferences page and adding their phone number under the User Settings tab. Note: This is separate from the "Phone Number" field on their public profile.
  
  

• Option B: Bulk Admin Upload: If you already have a database of employee mobile numbers, Haystack can handle the population for you. Simply provide your CSM with a CSV or Excel list containing:

  • Full Name

  • Email Address (to match the account)

  • Mobile Number (must include the country code, e.g., +1 for the US)

Encourage Users to Opt-In

Compliance regulations require that users "opt-in" to receive automated text messages. Even if a phone number is present, an alert will not be delivered unless the user has granted permission. Opt-in must be complete by each individual user and cannot be completed by workspace admins of the Haystack team on their behalf, no exceptions.

So they can opt-in, direct your users to visit their Preferences page, then click into the Notifications tab and scroll to the bottom to the Alerts section. Here, tick the checkbox and click safe to opt-in. 

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Step 3: Drafting and Sending an SMS Alert

Once your campaign is approved and your users are prepped, sending an alert is a simple process. Follow these steps to reach your team:

Send Your Alert

1. Start the Process: Within the Haystack platform, click the Create button.

2. Select Alert Type: Choose Alert from the menu and select the specific group you would like to reach.

3. Compose Your Message:

   • Title: This field is for internal reference only. It helps you stay organized when reviewing past alerts and performance analytics later; it will not be seen by your employees.

   • Text Message: This is the actual content that will be delivered to your team’s mobile devices.
     
     

4. Formatting Tips:

• • Text Only: SMS alerts do not support rich media (like images or bold text), but you can include URLs.

  • Character Conservation: To stay within the 240-character limit, we recommend using a link shortener (like Bitly or TinyURL) if you are including a link to a resource or article.

• Send: Click Send SMS. The message will be dispatched immediately to all opted-in users within your selected audience.

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Step 4: Track Your Impact

Once your alert has been sent, you can monitor its performance and confirm delivery through the Haystack Admin Console. This data allows you to see both high-level engagement and granular recipient details.

How to Review Analytics

1. Access the Dashboard: Visit the Admin Console and select Manage Alerts.

2. Locate Your Alert: Find the specific message you wish to review (listed by the internal Title you created).

3. Open Insights: Click the three-dot button (...) next to the alert and select Insights.

4. Analyze the Results:

   • Overview Tab: View high-level metrics, including total successful deliveries and overall engagement rates.

   • User-by-User Tab: View the specific delivery status for every individual in your target group.

5. Export Data: If you need to share these results or perform a deeper audit, click the Export Recipients button to download a full CSV report of the alert’s reach.

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SMS Alerts FAQs

1. Can employees opt out of receiving SMS alerts?
Yes. We prioritize employee choice and regulatory compliance. Employees can opt out at any time by visiting their Account Preferences in Haystack and unchecking the SMS opt-in box. Additionally, they can simply reply "STOP" to any SMS alert they receive to be unsubscribed automatically.

2. Can admins or Haystack opt-in on behalf of employees?
No. To comply with anti-spam regulations (such as the TCPA in the US), the opt-in must be a proactive, manual action taken by the individual user. While admins can help by prepopulating phone numbers, the user must still "check the box" in their settings to authorize the messages.

3. Can users reply to the text messages?
No. SMS Alerts are a "one-way" broadcast channel. If a user replies to an alert, the message will not be seen by admins or the Haystack team. We recommend including a link or a specific contact email within your message if you require a response from your team.

4. Does it cost employees money to receive these alerts?
Haystack does not charge employees to receive alerts. However, depending on the employee's individual mobile data plan, standard message and data rates may apply from their carrier.

5. How do I handle international phone numbers?
Only US numbers are supported at this time.