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Mobile Commons: mConnect

Eric Shin
Updated

Resolution Summary
 

Provided information on mConnect




Answer
 

An mConnect allows you to automatically route & target your supporters phone calls. The Mobile Commons platform allows for a variety of call routing options.

  • Caller hears audio recording, after completion of audio call hangs up
  • Caller is directly connected to a specific phone number (i.e. your headquarters or comment line)
  • Caller is Auto Routed to their government representatives 
  • Caller is routed according to your supplied phone book
  • Caller hears audio recording and is prompted to leave a voicemail

Be sure to check out our mConnect Video linked, and at the bottom of this page-as well as our recorded webinar on Advocacy Phone Calls, also at the bottom of this page; or view our slides on this page's attachments section. 

To build your phone call campaign navigate to "mConnects" (Phone Calls > mConnects). Then select "New mConnect" under mConnect actions (right hand navigation).

 

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Next, give your mConnect a name and select the VoIP number you will be using for this mConnect.

 

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Now, select your callers destination. 

  • Audio only: Caller hears your recorded audio file, then the call is terminated.
  • Transfer Callers to: You can enter one or multiple numbers separated by commas in this field. Use this option if you want to send calls to one number or divide calls evenly among multiple numbers. If you put two numbers in this field, Caller 1 will go to Number 1, Caller 2 will go to Number 2, Caller 3 will go back to Number 1, and so on. You can also pre-navigate phone trees for your users. Reach out to your Mobile Strategist for set up assistance.
  • Autoroute: Route people to their legislator. You can choose between the Capitol Switchboard, the caller’s State Representative, their State Senator, their US Congressperson, or their US Senator.
  • Phonebook: If you would like to autoroute people, based on location, to any other number besides the legislative offices that Mobile Commons offers, you can upload your own phonebook of addresses and phone numbers. For example, if you wanted to connect people with a local store, you can upload a phonebook of stores nationwide.
  • Direct to Voicemail: The caller hears your audio file and then can leave a voicemail.
 

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Please read our detailed article on auto routing and call targeting: How Auto Routing Works 

In order to auto route a caller we need to know their location. We can derive location from a caller's profile information in Mobile Commons. If you do not have your subscribers location or a caller is not yet a subscriber we can ask them to supply their zip code via the phone pad later in Advanced Behavior.

If you are launching an mConnect from the web, you can have people enter their address into the web form. When they submit the form and the call is triggered, they will be auto-routed to their correct legislator.

 

 

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US Senator: 
If you choose to target US Senators, you can target one of the 2 Senators, leave as the default  "Round Robin", or choose "Neither".  If "Neither" is selected, callers from that state will connect to a randomly targeted senator from another state. 

 

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US Congressperson, you can target by clicking into the box labeled "Click for a list of representatives" and then choose the targets.

Select the box for "If we don't have an exact district match, let users choose reps from a list", to prompt users to choose their Representative from a list if we can't determine it from their zip code.  If we don't have an exact match and we have the zip, they will get the choices. If they don't know, they will go to the switchboard. And if there are more than 5 possibilities, they go to the switchboard.

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To properly route State Senators and State Representatives a callers district must be known. In order to determine and assign a district you must collect building number, street address, city, state and zip. 
 
The best way to ensure that you have all the information you will need to route callers to their state-level legislators is by collecting this information via SMS and upon collection of this information triggering your mConnect. You can use Liquid Templates to supply a different message to subscribers whose information you've already collected than to subscribers whose information you have not yet collected. 
 
Next, assign the (optional) recording that callers will hear before being connected to their final destination number.
 
You can also choose whether callers will hear prompts in English, Spanish, or choose their preferred language. English speakers will select 1 for English and Spanish speakers will be prompted to select 2 for the Spanish recording.

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Now, compose the follow-up text messages.  
 
Follow-Up messages are sent immediately after the caller hangs up the phone. But callers will only get a follow-up message after their FIRST completed call to a specific mConnect in a two-week period (if they connect to different mConnects, they'll get it the first time no matter what). However, now, if you prefer that callers receive a follow-up message after EVERY completed call they make to that specific mConnect, you can select the 'Always Send Follow-Up' checkbox as shown below.
 
You can customize the message for subscribers and non-subscribers. We recommend including an opt-in keyword in your message to non-subscribers.

IMPORTANT: Leave message body blank to send NO follow-up.

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Advanced Behavior

Click the blue +/- link to open up advanced behaviors

Check the "Transcribe to voicemail to text..." box if you would like voicemail messages transcribed. This affects both calls that go directly to voicemail, and calls that failover to voicemail. There is an additional cost associated with this option.
 
Check the box for "Use phone keypad to collect postal code" to prompt callers to enter their zipcode via their keypad. They will be prompted after hearing the (optional) recording and be saved to their profile.
 
Determine the failover behavior:
  • Choose how many seconds the phone can ring or give a busy signal while connecting to the destination before it is considered unanswered.
  • Check the box if you would like to send unanswered calls to voicemail. Mobile Commons can provide you a sound file (.wav) of all the voicemails. Alternately, enter a second number to which you would like to transfer unanswered calls, rather than sending them to voicemail.
  • Enter the failover message. It will be spoken using text-to-speech if the line is busy or nobody answers. For example, you could write, “Your call cannot go through at this time. Please try again later, and thank you for your patience and support. You can also leave a message after the beep.”

CRM Sync: Calls will be logged to your CRM. This value MUST match the ID of an existing call campaign in your CRM. If you are unsure what to put here, you can leave it blank.
 
Click Update. 

When you are ready to activate this mConnect, click Activate mConnect in the mConnect Actions box.

Additionally, from mConnect Actions, you can:

  • Edit the details of an mConnect.
  • Access your Recordings or Audio Files.
  • View the mConnect Report: This allows you to see your total & unique calls, your success rate, and the source of your calls.
  • View the Sample HTML that you would use to embed a click-to-call form on the web.

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Triggering mConnect From the Web

To trigger an mConnect phone call from the web, see our web form documentation.

 

mConnect Video

mConnect Webinar

You can also view the Advocacy Calls Webinar document.




Resolution Category
 

Question: Product How-To / Training




Internal Information


 

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