Start Texting in Sawyer – Sawyer for Business Support

If you’re reading this, it means you’re on your way to sending SMS texts to customers through Sawyer! Learn more about our newest integration option and get ready to send SMS messages.

What’s included in this beta release:

With this release, providers will have the ability to set up a paid Twilio account and connect it to Sawyer via our integration.
Once a provider is opted in and subscribed to the Sawyer integration, additional SMS messaging options on Rosters and on Custom Reports (legacy and Scale access only.) are enabled
Providers can then send SMS messages to customers who have a phone number configured on their profile and who are opted in to receiving SMS messages for their business.
- Providers can send SMS messages up to 125 characters. Special characters such as emojis are supported but may require additional messages sent. Learn more here.
- Customers will have the ability to opt out of all SMS messages from Sawyer or from specific providers on their Sawyer Account. Learn more about opt-in functionality here.
Providers can manage billing and view customer messages and replies directly in their Twilio account.

Not yet included:

As we expand the feature, this list is subject to change. Below are limitations to the functionality within Sawyer for our initial integration.

Cannot currently send MMS messages
- Only SMS is supported.
Cannot view messages directly within Sawyer
- You can view messages in Twilio.
Cannot reply to messages directly within Sawyer or Twilio
- Two-way communication is not yet supported. You will need to use another communication method to reply to a customer’s response. (See below*)
Cannot view billing and invoices (from Twilio) within Sawyer
- You can view all billing and invoice information directly in your Twilio account.

Please note*: At this time, you will not have the ability to reply directly to customers in Twilio or Sawyer. Customers do have the ability to reply to messages sent via text. You will be able to view any message replies sent from customers directly in your Twilio inbox.

In the event that a customer has a question or replies back to an SMS message, we recommend that you follow up directly with the customer via email or by phone call.
As we expand our options, we hope to provide additional functionality for viewing and replying to messages in Sawyer.

Sawyer SMS subscription add-on

To start your SMS subscription go to your Sawyer Account and click the Subscription tab.
- In order to enable your SMS integration subscription, you must have a current active Sawyer subscription with a payment method on file.
- You’ll see your current subscription details displayed.
- To add the SMS subscription, click Add SMS Plan.
- As a beta tester, you’ll enjoy waived Sawyer SMS integration fees!

Review SMS integration information modal (Pre-subscription)
- This displays how to set up SMS and the necessary steps to complete the setup in Twilio. (Note: these 5 steps are outlined in detail in our Twilio Onboarding Guide)
- You should complete these steps to ensure message deliverability and account billing needed to successfully send SMS messages.
- Once the steps are completed, click Next.

SMS integration review modal
- This modal displays the cost of the SMS integration add-on.
- SMS integrations will be charged to the default payment method connected to your current Sawyer For Business subscription. (Fees are currently waived for beta users).
- The SMS integration subscription is a monthly add-on and will be charged separately from your current Sawyer For Business subscription.
- Click Confirm to complete your subscription.

SMS integration information modal 2 (Post-subscription)

This modal displays information on how to add your Twilio SMS credentials on Sawyer.
It also displays instructions on how providers can check their A2P status.

Before you go any further, you’ll want to make sure you’ve already completed the following:

Setting up your SMS Integration

Once you’ve added your SMS subscription, go to Settings in your Sawyer for Business Portal (Direct link).
In a separate browser window or tab, open up the Twilio console. Scroll down until you see Account Info on the dashboard.
Copy the values for the Account SID, Auth Token, and Twilio Phone Number from the Twilio dashboard and enter the values on the Settings page in Sawyer.

Twilio view

Sawyer view

Sending SMS messages through Sawyer

Remember, you should not send SMS messages until your A2P status is verified and approved. This is to ensure message deliverability. Check your status here.
You can send SMS messages to your customers from the same area of the product as you do when sending email messages in Sawyer. These include:
- Rosters (Messaging)
- Schedules (Semester/Camp pages) > [Scheduled Activity] > “...” > Message Participants
- Activity Summary > Message Attendees
- (Legacy/Scale only): Custom Reports > [Report Name] > Message

On the Compose Message modal, select Text Message (SMS) as the Message Type
Select Message Preferences to dynamically update the Recipient list.
Select the recipients you wish to message.
1. Recipient phone number displays if available.
2. Recipients cannot be selected if they have opted out of SMS messages.

Enter message
- The message field accepts up to 125 characters.
  - If plain text is used, this will be sent as 1 message.
  - If emojis or characters other than alphanumeric/standard punctuation (specifically non-ASCII) are used, the message will be sent as up to 4 messages depending on the number of characters used. (e.g. if you send a message with 125 emojis, this will be sent as 4 messages)
- Emoji’s can be entered using the browser or operating system’s native keyboard.
  - How to use Emojis on Mac OS
  - How to use Emojis on PC
  - Example: On your mobile phone, change the keyboard to the emoji keyboard. (which typically looks like a smiley face )
Sending the message
- Ensure that at least one Recipient is selected and a message is not empty.
- Click Send to send the message.

Customer opt-in/out

Customers can control their SMS opt-in/out settings directly in Sawyer.
- From Account Settings > Notification Preferences (Direct link)
  - The customer has the ability to opt out of all SMS messages from Sawyer.
  - The customer has the ability to opt out of SMS messages from specific providers where their child is registered.
  - Please note: If the customer opted out of SMS via text, they will not be able to opt back in by checking the box next to the provider name in Sawyer. They will need to text “Start” to the provider’s SMS enabled phone number to re-enable SMS messages.
Customers can also opt-in/out via text
- Replying “Stop” to a messaging to Sawyer will opt you out of receiving messages from a specific provider.
- If the customer opted out and would like to re-enable SMS messages, they can message “Start” to the provider’s SMS enabled phone number.

Viewing a customer’s SMS opt-in/out status

To view a customer’s SMS opt-in status, go to Contacts > Client List > [Contact/Parent Profile] and open a specific customer’s profile.
- The section for Notification Preferences will indicate if the parent has opted out of SMS. This field cannot be edited by the provider.

Compose message modal
- Customers who have opted out of receiving SMS messages will not be selectable when sending SMS messages via the Roster or from Custom Reports.

Note: The Twilio Advanced Opt Out settings are important for Sawyer to correctly display the opt out status of the customer’s phone number. This is outlined as a required step for setting up your Twilio account.
- If the opt out setting is not properly configured in Twilio, Sawyer will still attempt to send the message but it will fail (which could still result in messaging rates to your Twilio account).

As you start using your SMS integration in Sawyer, we’d love to know what questions or feedback you may have! You're part of our initial beta group so we can gather insight and streamline the process for others in the future. Email us at sms-help@hisawyer.com.

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