SMS FAQ
Since the release of version 6.1, SMS text messages can be sent from all three versions of Case Manager. The feature is not automatically available and needs to be enabled.
Texts are sent from Case Manager using a third party cloud service (rather than your own mobile data) so there is a charge to send them. You pay for bundles of text messages.
How is SMS set up?
The Chameleon Software Sales team can enable the SMS feature in Case Manager for you.
When we set this up, we ask you at what point you want to be notified by email that your bundle of paid text messages is running out, see below. We tell you the email address where your notification emails will be sent.
Once set up, users will only see the Send icon at the Documentation tab if they have permission to send SMS:
Payment for the SMS feature - how does it work?
When we set this up, we ask you when you want to be notified that your bundle of paid text messages is running out. For example, when there are 10 texts left, or 100 left, and so on. You will receive a reminder email when the bundle gets to this limit.
The reminder notification email is via the Case Manager System Email in the System email settings. When you set up the SMS feature, Sales gave you the email address where your reminder email will be sent. See the question below for details of the email.
If your bundle does run out, you cannot send a text message. This protects you against assuming that your text message functionality is as before (record keeping, replies received in the Case Manager, use of templates, etc) and forgetting to manage all details yourself.
In this situation you would need to send the text from your own phone (see below). No record of this text is kept in Case Manager. You could take a snapshot of the screen and store this in Case Manager.
You can purchase additional SMS bundles whenever you like. Alternatively you can request that the service be disabled.
Please note, there is a limit of 305 characters per SMS (this includes any content added by the template). You will be informed if you have exceeded the limit. Further to this, when an SMS exceeds 160 characters, this is charged as 2 messages.
What is the subject of the reminder notification email, who is it from and who is it sent to?
The email is sent via the Case Manager System Email in the System email settings. The From address indicates it's from Chameleon Support and the subject is Case Manager SMS Credit.
When you set up SMS messaging, our Sales department tells you the email address where your notification emails will be sent.
I ticked the option to be notified when the recipient replies to my message. Why aren't I receiving an email?
The Case Manager System Email needs to have been configured in the System email settings in order for Case Manager to send you this email.
What mobile phone number is used by Case Manager when it sends SMS messages?
We use an SMS service provider to send SMS messages from Case Manager.
The mobile number that the service uses is not consistent; there is actually a pool of phone numbers that messages are sent from. The number is selected at random and is not controlled by Case Manager. As a result, you cannot rely on the same number being used each time.
When the SMS message is sent out, it does contain a unique document ID which helps identify the SMS within Case Manager.
When the recipient replies to this SMS, Case Manager uses its document ID to identify which case the SMS reply belongs to. The reply is added to the case's Documentation grid.
Since the actual mobile number involved in these SMS messages is not the same each time, recipients should ignore it. They should only reply to Case Manager-generated SMS messages in order to ensure that their text messages arrive appropriately at their case in the Case Manager database.
Additionally, SMS replies need to be sent within a couple of days.
Where is the SMS carrier located?
The SMS carrier is located and hosted in Sydney, Australia.
If your Case Manager solution is hosted in the UK or USA, messages are securely transmitted to the SMS carrier over HTTPS and encrypted on the carriers server. It is recommended that HIPAA (USA) and GDPR (UK) requirements are considered before enabling this feature.
Comparison of your SMS options in the app
When you do not enable the feature you can initiate sending an SMS from the Contents or Documents screens in the Case Manager app. You will be taken to your phone's personal text messaging service, with the contact's mobile number loaded.
No record of such texts is kept in Case Manager, SMS templates do not apply and replies will not be received and stored in the app.
If you needed to create a record of case texts sent or received, you'd need to create phone screenshots and store them as images in the app.
The table below compares the functionality available at the app when the SMS feature has been enabled and when it has not.
|
|
Not |
|
|
Texts and replies are automatically sent/received by app and recorded as documents. They are visible to other users and ready for audits and subpoenas. Texts are visible all versions of Case Manager. Users can be informed by email when a reply to a text message is received. |
|
|
| Templates, merge fields and role-based recipient functionality is available when writing texts, which enables users to work more efficiently and consistently. |
|
|
| User's work life and personal life are kept separate. |
|
|
| User can send text messages from tablets without a SIM card. |
|
|