Contents:
-
Part 1: Setting up agency profile and telephony/messaging number
-
Part 2: How to re-send if messaging configuration is rejected
Part 1:
Log in to Twilio using your eCaring credentials.
Select eCaring's account (view by selecting View All Accounts from the dropdown in the left-hand corner)
This will automatically navigate you to the eCaring accounts homepage
Click the Menu button again in the top right-hand corner and click View Subaccounts
Here you will see a list of all active subaccounts.
To create a new subaccount click Create Subaccount in the top right-hand corner of the screen
In the dialog box that opens please enter the company name that you are adding the phone number for
The new subaccount will appear at the top of the list. Click the name of the new subaccount.
Ensure that the new subaccount is indicated at the top of the page.
On the left-hand side click Develop > Voice> Overview
Then at the bottom right click Phone Numbers
Click Buy a Number from the menu on the left-hand side
In the search criteria enter 888 for toll free numbers and click Search.
Click Buy for the first number on the list.
Confirm the purchase of the phone number.
In the confirmation window select Verify this Toll-free number in the bottom left-hand corner.
Click Next if the "Before You Begin" window opens.
The Messaging toll-free verification window will automatically open. Please see the below table for answer key.
|
Legal Entity Name |
Please use company's full legal name |
|
Website URL |
Company's official website (you may need to Google this) |
|
First Name, Last Name |
Utilize the default contact information in tenant profile |
|
|
Utilize the default contact information in tenant profile |
|
Phone Number |
Utilize the default contact information in tenant profile **No spaces, hyphen or ( ) |
Once the information is entered, select Continue to Business location
Enter the tenant's address in the next window
Select Continue to Messaging use case
Enter the information below in the following window
|
Estimated Monthly Volume |
1,000 |
|
Opt-In Type |
Verbal |
|
Use Case Categories |
Customer Care, Account Notifications |
|
Proof of Consent (opt-in) collected |
https://imgur.com/a/ta1lm9G *if you receive an error make sure there is no space after the link, delete spacing between the URLs when pasted into Twilio *If Twilio only allows one link use the link below https://imgur.com/a/UUwFbxN |
|
Use Case Description |
Late and open shift notifications |
|
Sample Message |
2:00 pm Late or No Show: (aide) for (client) |
|
Additional Information |
Opt-in is managed by the agency who is inputting the info into the staff profile. The end user verbally opts in or opts out. |
|
Email for notifications |
customersuccess@ecaring.com |
Once the information has been entered, check off the I agree to the Terms of Service box and then click Send information for verification.
Now that we have sent the information for verification, it’s time to set up the voice and messaging configuration.
In the same subaccount profile, navigate to Phone Numbers > Manage > Click TwiML apps.
This will being you to the TwiML App page for the subaccount.
On the top right-hand side of the screen, click Create New TwiML App.
In the window that opens, enter the information as shown below. The information is available to copy/paste in the grid below as well.
|
Friendly Name |
ECaring Prod |
|
Request URL (Voice Configuration) |
https://app.ecaring.com/ivr/answer_start |
|
Request URL (Message Configuration) |
https://app.ecaring.com/sms/incoming |
|
Request Method |
Change to HTTP GET |
|
Status Callback URL |
(expand optional settings) https://app.ecaring.com/sms/outgoing_status **note when you copy/paste the box will remain empty, I promise the link copied over **do not highlight a space before or after the URLs |
Click Create when complete
If you want to double check your information click on the TwiML App name eCaring App
And the information should appear as below
Next, we need to configure the phone number with the TwiML App.
In the subaccount menu on the left hand side, click Active Numbers.
Click the Active Phone Number to be configured.
Select the appropriate options from the configuration menus to match the image below.
Click Save once complete.
And all done!
You can test the configuration by dialing the active number and listening for the greeting and prompt to enter IVR ID. If this does not occur please double check configuration.
FINAL STEP
- Navigate to eCaring
- Sign In
- Select eCaring as the agency
- Enter https://app.ecaring.com/v2/tenants/phones in the URL address bar
- Click Add New
- Search and Select the Agency
- Select the Type (you will need to repeat this process twice, once for Messaging and once for Telephony.)
- Copy and Paste the Phone Number, Token, and SID number from Twilio. This can be found on the Sub Account's Dashboard
- Click Add when complete, then repeat for Telephony or Messaging
- The newly entered phone number will populate at the bottom of the list.
Add SID & Phone Number to HubSpot company profile:
Scroll down the left hand menu to the bottom and copy/paste the phone number and SID number.
Part 2:
When you receive this message from Twilio:
Step 1: Sign in to Twilio and navigate to that client's subaccount.
Step 2: In the left-hand menu, expand Phone Numbers > Manage > Click Active numbers
Step 3: Click on the red message that states "Toll-free verification rejected."
Step 4: Click "Review Information"
Step 4: This will open the verification information. Twilio will flag the page that contains the reason for the error message. If you do not see the error message on the first page, click "continue..." until you see the page that is flagged.
Step 5: Once you've entered the corrected or updated the information, click through and check off "Terms of Service" and click on "Send Information..."
Step 6: Click Send again to confirm.
Done!