Web Portal Upgrade FAQs - US Only
If you’re here, it means you may have some questions about the MessageMedia web portal upgrade from the "Manager" platform, so watch our webinar and have a read through below FAQs for important and useful information about the upgrade and how it affects you.
If you still have questions after watching the webinar and reading through these FAQs, you can contact us at firstname.lastname@example.org
General questions about the upgrade
“Why are you doing this?”
As our customers grow, so too does the need for improved and easily maintainable technology. The new platform will be built on more reliable, easily serviceable, and scalable architecture, which means we will be able to deliver a better experience to all of our users – just like you.
"What will happen once the upgrade is complete?"
- You will no longer has access to the old platform, (manager.message-media.com) and will be automatically directed to the new web portal on log-in
- You will be able to log into the new platform at hub.messagemedia.com.
- If you cannot gain access, please reset your password or email email@example.com
- If you need additional help after reading the user guides on this support site, you can request a demo at firstname.lastname@example.org
“What do you need from me?”
All you need to do is keep an eye out for emails from us containing important information about the upgrade. The upgrade itself will happen automatically – there is no manual activation required from you.
“What about all of my saved contacts, messages and templates?”
All of your saved contacts, messages, templates and settings will automatically be carried over to the new platform and will be there waiting for you in the new portal when you log in. Even your Username and Password will be the same.
- Your message history from the old portal will be available in the detailed reports section of the platform
- Your saved contacts will also be available
- Read these articles for more information on how contact management works in the new portal
Payment & Billing
"Is there a difference in cost between the Manager portal and the new portal?"
No - the rates are no different between the old Manager portal and the new platform.
"Will my billing cycle be interrupted by the upgrade?"
No - the upgrade should be a seamless transition and have no impact on your current billing cycle.
"How do I send & Set-Up Inbound &/or Outbound MMS?"
This needs to be enabled by our support team - email email@example.com to request this feature.
"Why do we need Toll free numbers?"
In an attempt to reduce SMS Spam and Phishing, carriers have begun heavy filtering of Business SMS traffic sent over the 10 digit long code (Regular landline or Mobile number). To ensure SMS traffic deliverability, there are two options that we can put in place as long-term, sustainable solutions:
- Dedicated Toll-Free Numbers (a single 800 number for each user; this can be a number customers already own, or one can be provisioned to them)
- Dedicated Short Codes (a single 5-6 digit number for each user; this can be one already owned by customers, or we can help them apply for one)
Please get in contact with your dedicated Customer Success Manager or our Support team for any questions.
"Do my contact databases need to be in a specific order when importing? (e.g. mobile number in the first column, etc.)"
The new portal does not require your contact databases to be arranges in any specific order, and the system will look for the mobile number column automatically when importing contact data into either the message recipient field or your address book.
"How do Opt-outs work in the new portal?"
When a contact replies with an opt-out keyword, they are automatically unsubscribed (but not deleted) from receiving future messages until you manually re-subscribe them. Opt-out messages will automatically move the conversation to the "closed" section of the inbox. You can customise your opt-out keywords in the Account Settings section of the new web portal. Read this article for more information.
"How do I export my unsubscribed lists from the new portal?"
Go to Contacts, and then All Contacts. In the status filter at the top of the contact list, select "Unsubscribed". This will show you a list of only unsubscribed contacts. From there, click on Export contacts in the top right and the contact data will be prepared for download. Once ready, you will be presented with a link to download your exported data.
"How do I edit scheduled messages in the new portal?"
You can view your scheduled messages by going to Messaging and then Scheduled. If you click on the ellipsis on the right, you will be presented with an option to "Pause & Edit" your scheduled message. You can edit all the parameters of the message, including content, recipient details, scheduling details, and the message name. When you have made all the required changes, click Save & Resume in the bottom right of the screen.
"Are scheduled messages grouped by broadcast?"
Yes, they are. If you set up a series of scheduled broadcasts (e.g. one at 10am, another at 10:30am and another at 11am) and you need to cancel one of those broadcasts, go to Messaging and then Scheduled. You will see each broadcast listed a a separate item. Click on the ellipses (three dots) to the right of the required broadcast and select the action from the dropdown list (in this case, the action would be Delete).
"Do phone numbers need to be in a specific format?"
Numbers should ideally be entered in full international format (e.g. +61400000000); however if your account location matches the country of the numbers you are sending to, you can enter them in local format (e.g. 040000000 if your account location is set to Australia) and the platform will accept them.
"What are the character limits in the new portal?"
This article explains character limits in the new web portal, as well as the impact of unicode on your character counts in your messages. If you are setting up an Alpha Tag (business name) to use as your sender ID, the character limit is 11.
“What if I’m using an API? Will I have to reconfigure everything?”
If you are sending SMS messages exclusively via the API or Email to SMS, then there should be no change to your current experience as a result of the upgrade.
"How do I raise my credit limit?"
"Can we have multiple signatures in the new web portal?"
Signatures are created using the Templates feature, and you can create as many templates (and therefore signatures) as you like. Read this article for more information.
"What are the changes to the account structures in the new web portal?"
- Upon upgrade, each user will become a “sub-account” under one parent account.
- User management, billing and contacts will be managed in the parent account.
- All admin users will have access to the parent account and all sub-accounts.
You can read this article to learn more about the relationship between parent accounts and sub-accounts, as well as get a visual of the various ways accounts can be structured in the new web portal.
"Can I still export replies received?"
Yes, you can, via email (you will be asked to enter an email address to which the export will be sent). Read this article for more information.