We want you to understand the process as best as possible. The following next steps explain what you can expect going forward.
Content:
Onboarding Process
FAQ: Onboarding Process
Onboarding Preparation
Onboarding Process
1. Compliance Process: The compliance process consists of 2 registrations, the brand and the campaign. The brand registration verifies your business. The brand takes 1-5 business days to verify. Once the brand is verified, we will register the campaign. The campaign is to verify that the content and purpose of your messages are compliant with the federal governments (TCPA) standards. Please note that the compliance process can go as quickly as one week, up to six weeks for completion. This variability is largely driven by whether a business is pulled for manual review due to any irregularities in provided information (EIN for US or BIN for Canada / Business Name mismatches are the most common. The information must match your business tax documents).
2. Verifying the Phone Number: We will verify the phone number is hostable. If the number comes back as unable to host, we will reach out to you via email with your options. There are two options in this case, we can buy you a local area code number (at no cost to you) or you can provide a different phone number. Usually when a number is unable to host it is due to it being a mobile number or an unsupported VOIP number such as Google Voice. Click here to see our list of supported providers.
3. Letter of Authorization (LOA) Document: The LOA is sent when compliance is approved and if the studio number can be hosted. We will send the LOA for your signature to authorize hosting of the phone number for messaging once your phone number has been provisioned. This is sent through Twilio DocuSign (not ClubReady), and you will just need to verify all the information in the document is correct and sign. Don't worry, we will send you an email to look out for the DocuSign once we send it. Note: If we purchased you a local area code number we do not need an LOA signed as it is already hosted with Twilio.
4. Carrier Processing: Once you sign the letter, the number will move into carrier processing. This can take up to 24 hours. When processing is complete, the number will be made available to ClubReady to complete the migration. If you are coming from another provider such as Loyalsnap or SalesRevv, processing may take longer. Below is additional information on what takes place during that time.
- Phone number is submitted to the carrier partner. This can take up to 24 hours. Your request is then submitted to your soon-to-be former carrier as a port request. During this time, do not close your account with your carrier and keep your numbers active.
- Carrier Partner reaches out to Losing Carrier. This can take one (1) week to complete.
- Response from carrier. At this point, your request will either be approved, needs more information, or rejected:
- Approved: Your onboarding agent will update your ClubReady Connect account and inform you once the setup is complete.
- Needs more information: This may mean that the number was previously hosted under a different processor such as Loyalsnap or other messaging service and we will submit a ticket to request the number be hosted by Twilio. Twilio will reach out to the losing carrier to confirm if Twilio can take SMS on the number. Once approved, SMS will be assigned to Twilio. Typically this process will last anywhere from 2-10 business days depending on when the losing carrier approves our request.
- Rejection: These occur for a variety of reasons, such as an incorrect PIN for an account, an address or zip code that does not match the current carrier’s record, or a port request made by an unauthorized user on the account. Additionally, you will need to reach out to your losing carrier to find out what’s needed to move forward. Depending on the needs of the carrier, this will add an undetermined amount of time to your porting request.
FAQ: Onboarding Process
Q: What happens if the compliance gets delayed?
A: ClubReady will email you notifying the studio of the delay.
Q: Why could the process be delayed?
A: If the studio is coming from another provider, this could cause issues if the number is released, and the studio is not compliant yet.
A: A privacy policy that is not compliant with Twilio's requirements
Onboarding Preparation
Almost there! Prepare your staff for a successful onboarding and using the system:
1. Accessing Connect: Enjoy the convenience of access to all Connect features directly from ClubReady, without the need for an additional login.
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- Small Menu: Enable the small menu for full Connect options, ensuring swift access to campaigns and conversations.
- App Download: Make sure to enhance your Connect experience by downloading the app onto your phone and logging in with your created credentials.
2. Managing Templates: Continue to revise and add your templates. Refer to this quick reminder - Manage Locations
3. Running A Campaign: Send a Campaign: Use the templates you have created to reach out to your users. Be sure to review our best practices to ensure their successful delivery.
4. Refreshing and Viewing New Messages: Ensure you regularly refresh your Connect platform to view new messages promptly.
And there you have it! You are now fully immersed in using Connect. Refer to the helpful tips below and our help center for additional resources. If you have any questions, feel free to reach out.
Welcome to ClubReady Connect!