# Add UTM Tracking to Your Campaigns Source: https://help.emotive.io/docs/analytics/add-utm-tracking-to-campaigns Automatically add UTMs to your messages in just one click. If you want to track traffic and sales with UTMs, but you don’t want the hassle of typing them out for each campaign, Emotive has the solution for you. We built a setting that allows you to automatically add UTMs to every campaign in just one click. ## What are UTM Parameters? UTM parameters are snippets of text added to the end of a URL that help you track the source of your website traffic and sales. Learn more from Google [**here**](https://support.google.com/analytics/answer/1033863?hl=en#zippy=%2Cin-this-article). Here’s an example of a URL with UTM tracking: `https://yourwebsite.com/products/new-product?utm_source=Emotive&utm_medium=sms&utm_campaign=productlaunch` Everything above provides tracking information. Let’s break it down: * **utm\_source=emotive**: This snippet tells you that traffic and purchases are coming from an Emotive message. * **utm\_medium=sms**: This snippet tells you that traffic and purchases are coming from your SMS channel. * **utm\_campaign=productlaunch**: This snipped tells you that traffic and purchases are coming from the product launch campaign. ## Should I add UTM Parameters? Some brands use UTM parameters to keep track of traffic and sales from each of their marketing channels, and then view the resulting data all in the same place (i.e., Google Analytics). However, they need to keep in mind that UTMs use last click attribution, which means that Google Analytics will attribute traffic only to the last channel that the user clicked on before making a purchase. This means Google Analytics can fail to capture all of your sales. Emotive will give you a broader picture. We don’t rely solely on clicks, like Google Analytics does—we’re able to track sales from your e-commerce database. Bottom line: with Emotive, you can get a more accurate picture of the impact of your SMS marketing. * For example, if a user receives and opens a text on their phone, does not click on the link, but is inspired to visit the website from their desktop and makes a purchase right away, UTM tracking would not capture the source of this sale as SMS. But Emotive would. * Similarly, even if the user *did* click on the link on their phone, but then later made the purchase on their computer, UTMs would not capture this. But Emotive would. * And, if a user received and opened a text on their phone, didn’t click, visited your website on their phone and purchased using the discount code in the text, UTMs would not capture this. But - you guessed it! Emotive would. If you’re new to Emotive and eligible for the 5X ROI guarantee, your guarantee is still based on your sales from **Emotive** attribution and not UTM attribution. If you’ve already added UTMs to existing Flows, you’ll need to remove them first before using this setting. Enable UTM Tracking in Emotive * Navigate to [Settings > UTM](https://www.emotiveapp.co/settings/utm) from your Emotive dashboard. * Toggle ON the *UTM Tracking* setting. Emotive will show you an example in-app of what your campaign URLs will look like if you add UTM parameters. Here are the default parameters: * Source = Emotive * Medium = SMS * Campaign Name = Broadcast or Experience Name Note that if you turn on UTM parameters, this will impact all of your active Flows, and future Broadcasts and Flows. It will even append UTM parameters when you add a link through a dynamic variable such as \ and \ in Flows. And remember, UTM tracking won’t give you the full picture of how SMS is impacting your business, but it will help you view multiple channels in one place. Luckily, you’re using Emotive. We give you the additional data you need to understand your whole marketing picture, \_and \_we make it quick and easy to add UTMs to your campaigns. That’s a win-win for your brand. And one more reminder, if you’re new to Emotive and eligible for the 5X ROI guarantee, your guarantee is based on Emotive attribution as stated in your contract, and not UTM attribution. # Use Emotive's Analytics Dashboard Source: https://help.emotive.io/docs/analytics/analytics-dashboard Get an overview of your account's performance. ## Access your dashboard To access your analytics dashboard: * Navigate to [Analytics > Overview](https://www.emotiveapp.co/analytics) from your Emotive dashboard. * Select your desired timeframe using the date picker at the top of the page. Choose from suggested timeframes, or select a custom range. You can download a CSV of your analytics by clicking "Download reports" in the top right corner. ## Overall Performance The first section gives you a snapshot of your key metrics for the time period selected, including: * Total Conversions * New Subscribers * Messages Sent * Revenue ## Performance by Source Scroll to view your performance by individual source (Broadcasts or Flows), including the following metrics: * Response rate * Click-through rate * Opt-out rate * Conversion rate * Revenue You can click through on each source type for a view of individual campaign performance. ## Top Campaigns View your top Broadcasts and Flows by revenue: ## Signups vs Opt-outs View your number of opt-outs compared to your gained subscribers: ## Signups Channel Learn which channels are driving the most signups, so you can market smarter. ## Attribution Type Understand how your sales are being attributed to SMS based on the touchpoint, whether it’s from: * Discount code * Link click * Conversation * Timestamp # Create a Custom Report in Emotive Source: https://help.emotive.io/docs/analytics/custom-report-builder View your data any way you want: choose your metrics and your timeframe. With our Custom Report Builder, you can view reporting in a way that's most meaningful to you. Choose your timeframe and your metrics so you can view your data exactly how you need to. ## Build a new Custom Report To start a new Custom Report: * Head to [Analytics > Reports](https://www.emotiveapp.co/reports_page) from your Emotive dashboard. * Select **Create Custom Report**. * Select whether you'd like to create a report on your **Broadcasts, Flows, or Overall performance**. * Name your new report. * Select which metrics you'd like included. * Select your timeframe. * Click **Export** and enter your email address to receive the report. If your report is large, it may take a few minutes to land in your inbox. **Note:** Reports are not saved in the dashboard, and require to be recreated each time. # Understand Emotive's Attribution Model Source: https://help.emotive.io/docs/analytics/emotive-attribution-model Learn how Emotive attributes revenue and orders to your messages. Emotive has four main methods for attributing sales to certain messages: * Revenue from sales will be attributed when an order is created using a discount code. We recommend using new discounts for each message. * Revenue from a sale will be attributed when the order is placed within 7 days of clicking a link sent to them via an SMS Broadcast or Flow. * Revenue from a sale will be attributed when an order is placed within 1 day of the user receiving an Emotive message. * The revenue from a sale will be attributed when a user places an order within 14 days of replying to a message. # How does Emotive calculate ROI? Source: https://help.emotive.io/docs/analytics/how-does-emotive-calculate-roi Understand how Emotive determines your return on investment. To help evaluate your overall performance, as well as your campaign-level performance, Emotive provides you with an ROI calculation, or return on investment. Each ROI calculation takes slightly different costs into account, which we'll describe in more detail below. ## Overall ROI Your overall SMS ROI can be found on your Emotive homepage, and your [Analytics Dashboard](https://www.emotiveapp.co/analytics). It includes 4 components: * **Attributed Revenue:** the revenue generated from orders attributable to Emotive. * **Messaging Cos**t: the cost of all SMS and MMS sent and received through Emotive. * **Carrier Fees**: the sum of all carrier surcharges applied to your messages. * **Platform Fee**: the fee billed for use of the Emotive site and service. Overall ROI = Attributed Revenue ÷ Messaging Costs + Carrier Fees + Platform Fee ### Amortized Platform Fee In order to accurately calculate ROI for a given time period, the Platform Fee should be accounted for whether or not it was billed in that time period. Emotive uses an **Amortized Platform Fee** to ensure you have the most accurate reflection of your ROI regardless of the time period selected. For example, if you view your ROI over a 7-day period and your platform fee is \$1000 per quarter, here is how we would calculate the platform fee for your overall ROI. > **Quarterly Platform Fee: \$1000** > > \$1000 x 4 Quarters = \$4000 Annual Platform Fee > > \$4000 ÷ 365 Days = \$10.96 Daily Platform Fee > > \$10.96 x 7 Days = \$76.72 Platform Fee for ROI in 7 Days ## Broadcast ROI The ROI for individual broadcasts will be displayed for each broadcast in the table on the Sent Tab of your [Broadcast](https://www.emotiveapp.co/broadcast) page. Unlike the ROI calculation in the Analytics Dashboard, which is providing a holistic view of your ROI with Emotive, the broadcast ROI is calculated against only your messaging cost for that specific broadcast. Broadcast ROI = Revenue Attributed to Broadcast ÷ Broadcast Messaging Cost Estimate \*\*Notes: \*\* * The message cost used in this calculation is an estimate for each broadcast calculated using the broadcast draft. Any variables, such as Name or links, may vary in length in each message which can alter the final cost of the broadcast.  * Because carrier fees are not always known at the time of calculation and platform fees cover more than any single broadcast, the Broadcast ROI does not consider carrier fees or platform fees. ## Flows ROI The ROI for individual Flows is displayed in the table of the [Flows](https://www.emotiveapp.co/campaigns) page. Flow ROI = Revenue Attributed to Flow ÷ Flow Message Cost **Note:** Because carrier fees are not always known at the time of calculation and platform fees cover more than any single Experience, Experiences ROI only considers the messaging cost for that experience and does not include carrier fees nor platform fees. # Analytics: Overview Source: https://help.emotive.io/docs/analytics/overview Discover ways to monitor your performance in the Emotive dashboard. Emotive makes it easy to track your SMS program's performance, in whatever way is most meaningful to you. Check out these resources to learn how to navigate Emotive's reporting features. ## Analytics Guides Get a pulse on your overall performance and engagement. Drill down into specific metrics by building custom reports. Get an understanding for when traffic is coming from your Emotive campaigns. Understand how Emotive attributes orders and revenue to your messages. Understand how Emotive calculates the return on investment in your account. # Broadcast Best Practices Source: https://help.emotive.io/docs/best-practices/broadcasts Pro tips for sending engaging, actionable Broadcast messages in Emotive. **Frequency**: The ideal number of broadcasts to send per month is somewhere between 2-6, the right number will depend on your brand specifically. You may want to inform your customers once they sign up approximately how often they can expect to hear from you.\ \ **Timing**: Wednesdays and Saturdays tend to be great days to send broadcasts however if you are running a promo that starts on a Monday, make sure to inform your customers about it at that time. Another thing to keep in mind is to try to make sure that the message gets sent during normal business hours, 9am PST / 12pm EST works well.\ \ **Attachments**: We strongly advise that you include a relevant image (600 KB or less and can be a jpeg, png) or .gif whenever you are broadcasting to a large number of your subscribers. This will help boost the delivery rate and reduce the chance that the message will get marked as spam and not reach your customers.\ \ **Length**: Try to keep the message as concise as possible without resorting to texting shorthand to save characters. If you need to abbreviate, ensure you're using abbreviations that are universally recognized. The maximum character limit is 1,000 characters.\ \ **Clarity**: Be sure to always introduce yourself using your brand name when you send a broadcast (i.e. -Emotive: Hi Sara how is it going?) **\*\*Important to always send with brand name first then rest of broadcast body.**\ \ **Action**: Always be sure to clarify what you want your customers to do by using a clear call to action such as “Tap to shop: LINK” or “Tap to learn more: LINK”\ \ **Offers**: Be sure to occasionally include promos and discounts that are exclusive to your SMS subscribers. There is a good chance that many of your customers are also subscribed to email or follow you on social media, if they see the same offer they just received via SMS they may choose to opt out knowing they can get their offers elsewhere. # Conversational Message Best Practices Source: https://help.emotive.io/docs/best-practices/conversations Pro tips for creating engaging and helpful Conversations in Emotive. ## Conversations If your customers do have burning questions to get over the purchasing line, be sure to help them in your 'Conversation' tab in Emotive, or your perspective Helpdesk integration! * Continue to ask the customer questions to keep them engaged - don’t leave any of your messages open ended * Keep your messaging short but informative (remember, these are being sent as texts!) * Be sure to include a link back to your website in every message you send * Always end your message with a call to action ## Post-Purchase To create a message, click **"New Playbook"** in the upper right corner. Building a relationship within the first 30 days of the order is key for increasing retention and building long-term loyalty. Here is our recipe for success: ### Day 5-10: Proactive Follow Up Proactive Follow up begins the relationship by following up with every customer post-purchase. Artificial Intelligence will detect whether customers are happy or unhappy.  \*\*Tips: \*\* * **Ask a targeted question: I**nvoke a positive or negative response in order for the Artificial Intelligence to identify satisfaction * \*\*Personalize the name: \*\*Use the name variable *(blue button)* to personalize the first name for each customer * \*\*Message as a human, not a company: \*\*People want to talk to people. Addressing the messaging from a specific \_person \_and not your company name yields higher engagement **if Happy Response:** * Customers who respond positively to the initial message will receive the automated response above  * **Give a discount on the next order to happy customers to prompt a repeat sale** * Include a link to the website to track click through  **if UnHappy Response:** * Make it feel human- automated responses can decrease the engagement with that customer  * See the conversations tab overview to learn to respond to unhappy customers ### Day 12-17: Discount Reminder **Tips** * Most customers who end up clicking the link in "if happy" might be busy or not have an urgency to purchase- send the discount reminder to add time sensitivity that the discount is expiring to increase conversion * When the message sounds personal, customers will appreciate the friendly reminder and respond "thank you" ### Day 30-45: Cross Sell or Reorder **Reorder: Perfect for cosmetics + food and beverage brands** * Trigger a reorder when customers might be running low from their initial order (the timing depends on the purchase cycle of your product) **Cross Sell: Great for all brands, especially fashion** ### >45 Days **Tips** * Leave at least a 2 week gap between messages after the first month (too many messages can lead to increased unsubscribe rates) # Evergreen Broadcast Ideas Source: https://help.emotive.io/docs/best-practices/evergreen-ideas Templates and ideas that your brand can use year-round. * Mention your brand name * Include a link * Include an image - 600 KB or less and can be a jpeg, png, or gif * Include "Reply STOP to opt out" \_Looking to start a quick campaign? Check out the \_[**All-Purpose Campaign Guide**](https://docs.google.com/presentation/d/1VygSxGPA1cc_igx8N8280Cg9YV_YcDpuuVON5f2CSU0/edit#slide=id.gda187f2cdb_0_0)*for copy templates and downloadable .gifs!* ## **SOCIAL ENGAGEMENT** Hey VIP, let’s keep in touch on IG too! Add us at @BRAND to see what’s up and use #TAG for a chance to be featured. See you there! LINK Hey \! Are we friends on IG yet? Add us at @BRAND to keep in touch and tag us for a chance to be featured! Tap to follow: LINK **BRAND:** Time to tune in 👀 We’re going LIVE on IG at TIME to unveil our newest product. Don’t miss out! Watch now: LINK **BRAND:** We're going LIVE on IG with INFLUENCER, today at TIME! Tap to tune in: LINK Hey \! If you’re not following us on TikTok, you’re missing out! Follow us at @BRAND to join the fam: LINK **BRAND:** We've teamed up with PARTNER for an exclusive giveaway! Head over to IG for all the details and your chance to win PRODUCT and more: LINK ## **FINANCING OPTIONS (Afterpay, Affirm, Klarna et. al.)** **BRAND:** Hi \! Did you know you can shop now AND pay on your terms? Just choose SERVICE at checkout. Come see what’s new! LINK Now there’s even more to love at BRAND! Shop your favorite PRODUCT now and pay later when you choose SERVICE at checkout. See you there! LINK Reply STOP to opt out Hey! BRAND here. Shopping on your terms just got SO much easier. Choose SERVICE at checkout to pay in 4 easy, interest-free installments! Tap to shop: LINK Hey \, BRAND here. Shopping now and paying later is easy with SERVICE. Be sure to select it at checkout! LINK BRAND here. Did you know that you can use SERVICE when you shop with us? Buy now and pay later! LINK ## **BIRTHDAY CELEBRATIONS** **BRAND:** Our birthday, YOUR party 🥳 Take \_\_% off your order with CODE, now through DATE! Tap to shop: LINK Hey \! BRAND is turning AGE and you’re SO on the list. Help us celebrate with \_\_% off SITEWIDE! Use CODE at checkout through DATE. Tap to shop: LINK **BRAND:** We’re turning AGE! As a special thanks to our VIPs, enjoy \_\_% OFF with CODE, now through DATE. Cheers! Tap to shop: LINK **BRAND:** Let’s get this party started \! 🎉 In honor of our birthday, treat yourself to BOGO 50% off PRODUCT, all week long! Just use CODE at checkout. Tap to shop: LINK Psst..hey \! It’s our founder NAME’s birthday and we’re celebrating with \_\_% off SITEWIDE! Save on PRODUCT and more using CODE at checkout. Shop BRAND: LINK **BRAND:** In honor of our founder NAME’s birthday this week, we're proud to donate \_\_% of sales to ORGANIZATION! Tap to shop and make a difference: LINK ## **CLEARANCE SALES** **BRAND:** Hey VIP! Get a head start on our biggest Clearance Sale of the year and enjoy \_\_% off with CODE at checkout! Shop now: LINK Hi \! We’re putting everything in a box to the left. Enjoy sitewide savings of up to \_\_% in our annual Clearance Event! Don’t miss out - Shop BRAND: LINK **BRAND:** We’re hitting the refresh button! Take \_\_% off sitewide in our End of Season Sale with CODE at checkout. Tap to shop: LINK **BRAND:** Sale on sale? You're not dreaming ☁️ Get an additional \_\_\_% off with CODE, now through DATE. Hurry - styles and colors are going fast! LINK Hey \, BRAND here with your ticket to our End of Season Sale! Use CODE for \_\_% off clearance items. Inventory is limited, so hurry! Tap to shop: LINK **BRAND:** Hi \! Our Inventory Blowout Sale begins tomorrow, but you have early access. Tap to shop newly discounted sale items, starting now! LINK ## **FLASH SALES** Ready. Set. FLASH SALE 🛍 Get \_\_% off your new favorite styles with CODE at checkout. Hurry, sale ends tonight at midnight! Shop BRAND: LINK **BRAND:** Early bird gets the PRODUCT! Take \_\_% off PRODUCT with CODE at checkout through DATE at TIME. Hurry, supplies are limited! Shop now: LINK **BRAND:** TGIF \! 😎 Here’s \_\_% off PRODUCT to get the good times going. Just use CODE at checkout, only through DATE at TIME! Shop now: LINK FLASH SALE ALERT ⚡️ Enjoy up to \_\_% off sitewide to stock up for the season ahead! Sale ends DATE at TIME. Shop BRAND: LINK **BRAND:** Our \_\_\_\_ Sale is on, but not for long! Enjoy up to \_\_% off PRODUCT and more, this weekend only. Happy shopping! LINK ## **BOGO / BUNDLE & SAVE** **BRAND:** Hello, BOGO! 😎 Buy one PRODUCT, get another \_\_% OFF. Just add two to cart and use CODE at checkout! Shop now: LINK PRODUCT A and PRODUCT B make a dynamic duo 🙌 Bundle and save \_\_% on your order with CODE at checkout! Shop BRAND: LINK **BRAND:** Can’t decide which PRODUCT to try first? Bundle any 2 and get the second \_\_% off! Discount applied at checkout. Tap to shop: LINK Hey \! BRAND here. Did you know you can save up to \_\_% when you bundle PRODUCT? Tap to shop and start saving some serious \$\$: LINK **BRAND:** Good things come in threes! Bundle and save \_\_% with PRODUCT 3-Pack Bundle. No code needed, just add to cart! Shop now: LINK **BRAND:** Hey \. Two’s better than one! Bundle two or more products from our \_\_\_\_\_\_\_\_ collection and save \_\_% with CODE at checkout! Tap to shop: LINK ## **RESTOCK ALERT** Guess who’s back 💫 Back AGAIN! Shop our must-have PRODUCT while supplies last. Plus, take \_\_% off your order with CODE for a limited time. Shop BRAND: LINK Hey VIP! It’s BRAND with your early access to our PRODUCT restock! Take \_\_% off your pre-order with CODE at checkout. Happy shopping! LINK **BRAND:** We KNOW you’ve been waiting…PRODUCT is finally back and ready to ship! Take \_\_% off with CODE at checkout to celebrate, now through DATE: LINK You asked. We listened 😊 PRODUCT is FINALLY back in stock! Enjoy \_\_% off your order with CODE at checkout through DATE. Cheers! Shop BRAND: LINK **BRAND:** Hey \! We know PRODUCT disappeared in a flash, but look who's BACK! Get yours while supplies last: LINK ## **NEW PRODUCT/COLLECTION LAUNCH** **BRAND:** What’s new? Not much, just our game-changing PRODUCT. You’re first in line to shop, so let’s go! LINK Hey VIP! Our NEW SEASON Collection has arrived and we can’t wait to share it with you! Enjoy FREE shipping with CODE, now through DATE. Shop BRAND: LINK **BRAND:** Look what just dropped 👀 Our NEW PRODUCT is finally here...You’re first in line to shop, so let’s go! LINK **BRAND:** We're excited to introduce PRODUCT, just in time for SEASON. Get a VIP first look and place your pre-order today: LINK Hey \, have you had a chance to check out our latest collection? Come see what's new and refresh your wardrobe! Shop BRAND: LINK **BRAND:** Ready to refresh your closet? Enjoy \_\_% off our NEW collection for a limited time! Just use CODE at checkout: LINK ## **LAST CHANCE MESSAGING** Last chance \! There’s just \*\*hours left to get \*\* % off sitewide. Styles and sizes are going quickly, so hurry! Shop BRAND: LINK **BRAND:** Get ‘em while you can! Our seasonal favorite PRODUCTS are going fast and when they’re gone...they’re gone! Tap to order now: LINK **BRAND:** You don’t have to go home, but ya can’t stay here...it’s LAST CALL for our \_\_% off Sale! Use CODE at checkout through midnight tonight. Cheers! LINK Hey \! Our PRODUCT Sale ends at midnight and sizes and colors are going fast. Enjoy \_\_% off your entire order with CODE at checkout! Shop BRAND: LINK **BRAND:** Hey \, PRODUCT is going fast. Like REALLY fast! Get yours before it's gone 😬 Tap to shop: LINK **BRAND:** Our bestselling items are going FAST and it’s your last chance to score before they’re out of stock! Tap to shop: LINK ## **SUBSCRIPTION PUSH** Hey, it’s BRAND! Did you know you can save \_\_% with a subscription? It’s like having PRODUCT on speed dial. Pause or cancel anytime! Tap to learn more: LINK **BRAND:** We get it. We love PRODUCT too! Why not save up to \_\_% with a subscription? Tap to learn more and get started: LINK Hey \! It’s BRAND. Let’s make things official-ish with a subscription! Enjoy savings of up to \_\_% when you subscribe. Don’t worry, you can pause or cancel anytime! Tap to learn more and get started: LINK Hi \! It’s BRAND. You’ll never run out of PRODUCT again with a subscription! Save up to \_\_%, and cancel any time at no extra charge. Tap to learn more: LINK **BRAND:** Need PRODUCT on call? We got you. Save up to \_\_% when you sign up for a subscription. Pause or cancel at any time. Tap to learn more: LINK ## **REWARDS/LOYALTY PROGRAMS** **BRAND:** Hey \! What’s better than being on the VIP list? Earning points in our Rewards Program, too! Get XXX points just for signing up. Tap to learn more: LINK **BRAND:** We’re throwing rewards points like confetti over here! Our NEW Rewards Program lets you earn points for your purchases, plus XXX points just for signing up! Tap to join: LINK Hey VIP! Did you know you can earn points for every purchase? Tap to learn more about BRAND’s Rewards Program and start earning today! LINK Oh hey ☔️ It’s raining points! Join BRAND’s Loyalty Program to earn points for every purchase, plus more exclusive perks. Score XXX points just for signing up! Tap to join: LINK **BRAND:** Your loyalty deserves to be rewarded! Join our NEW Loyalty Program to start earning points for your purchases. You’ll also unlock other members’ only perks. Ready to get started? Tap to sign up: LINK ## **NEW NUMBER ANNOUNCEMENT** Hey \! It’s BRAND. Don’t worry, we’re not going anywhere, but we ARE getting a new phone number! Look out for a text from +12345678 soon. Need something in the meantime? Tap to shop: LINK **BRAND:** Hey \. We’re getting a NEW number! Be on the lookout for a text from +12345678, coming your way soon. See you then! Hey, it’s BRAND! As part of our glow up, we’re switching to a NEW phone number. Look out for a text from +12345678 soon. Ttyl! Hi \! It’s ALIAS at BRAND. I wanted to let you know that we’re upgrading to a new phone number! Our next text will come from +12345678. Talk to you soon! Hi \! It’s BRAND. We’re switching over to a NEW phone number this week. Look out for a text from +12345678 - that’ll be us! ## **WELCOME MESSAGE FROM NEW NUMBER** **BRAND:** Hi from our new phone number! Make sure to save our contact info so you don’t miss a text. Oh, and here’s \_\_% off as a thank you. Just use CODE at checkout! Tap to shop: LINK **BRAND:** New phone #, who dis? We’re back with some brand new digits. Make sure to save them so you don’t miss a text! Speaking of new, we’ve got just the thing in our SEASON Collection. Check it out: LINK Hi \, it’s ALIAS at BRAND with our NEW phone number! As a special thank-you for your understanding, here’s \_\_% OFF! Just use CODE at checkout. Happy shopping! LINK Hello from our new number, and cheers to a fresh start! Be sure to save our contact info so you don’t miss any text or exclusive deal. Come see what’s new at BRAND **BRAND:** Hello from our NEW number, and thanks for coming along for the ride! Here’s \_\_% off your next purchase. Just use CODE at checkout! Tap to shop: LINK # Automated Flow Best Practices Source: https://help.emotive.io/docs/best-practices/flows Pro tips for building smart, efficient, and personalized Flows in Emotive. ## Abandoned Checkout Message Following these tips will lead to higher open rates, higher engagement rates, and more importantly stronger conversions: * Always include your brand name, so the customer knows who is messaging them * Text is a very personal channel - craft your message as if it is a human reaching out * Use the variable buttons (customer name, link to checkout page, product name) to personalize the message for each customer * If you are going to leave a discount for your lost shoppers, make sure to include the code not only in the message box, but also in the discount code box for tracking purposes Once your message is set up and saved, all abandoned checkout messages will automatically trigger between 9am - 12pm PST, as this is the best period of time to re-engage. # List Growth Best Practices Source: https://help.emotive.io/docs/best-practices/growing-your-list Pro tips for growing a high quality SMS list. \*\*Intro Offer \*\*- Regardless of what channel you are acquiring new subscribers from, an introduction offer is always going to be the best way to entice customers. Something as little as 10% off should do the trick. \*\*Popup \*\*- In order to grow your list as much as possible, be sure to always have your SMS Pop-Up active on your site for mobile users only. Also, check that you either a.) have your email and sms pop ups appear on different pages b.) integrate your email and text popups so that they are never overlapping or competing. \*\*Checkout \*\*- Requiring a mobile number at checkout is a super effective way to grow your list with engaged subscribers. Just make sure to always include a checkbox to receive marketing as well as the proper terms of service language. **Organic** **Social -** Take advantage of your Instagram/Facebook bio. Include your keyword link for followers to sign up for messaging (i.e. - “tap here for 15% off → LINK). You can also use your keyword link in your instagram stories using the ‘Swipe up’ function (i.e. - “Swipe up for 15% off!”) \*\*Paid \*\*- If you are willing to allocate some spend to Facebook/Instagram ads you can promote your text program to many potential customers that may have never even heard of your brand previously. **Email** - When you first launch your SMS program you should be sure to inform your email subscribers and let them know that you will be sending out SMS exclusive deals. You can send out an email blast with the announcement and encourage signup (i.e. - “Text YES to 5056167893 to sign up for text alerts! New subscribers get 20% off”). You can also choose to have this live in your bottom nav of your email template. # MMS Best Practices Source: https://help.emotive.io/docs/best-practices/mms Explore the benefits of MMS + industry best practices when using it for your business. ## What is MMS? MMS (which stands for Multi-Media Messaging Service) is a great way to showcase your products as well as a way to draw customers in and get them to your site. Although sending an MMS message does increase your price per message, the cost will have been well worth it as MMS messages are proven to outperform SMS messages by a long shot. ## Benefits * MMS delivers a 15% higher click-through rate than SMS * MMS is 4x more likely to be shared on social media * Recipients are 20% less likely to unsubscribe Now that you know how important it is to include a picture or a .gif with your messages, you are probably wondering which photo to choose! ## Best practices: * You may use any of the following file formats: .jpg, .png and .gif * We will automatically compress images above 600kb for you (4.5Mb max), some reduction in quality might occur during compression. * If your image or .gif is too large, try this [**easy online resizing tool**](https://ezgif.com/resize) * All media aspect ratios must be **1:1, 2:3, 3:2, 3:4, or 9:16**. * The optimal size for static images is **1080w x 1920h**. Do not place any important content above 218 pixels at the top or 150 pixels at the bottom, as it may be lost in the preview delivery. * For .gif files - it’s important to use .gifs that are close to being square (400x400). If they are too wide or tall, they could be cut off, and recipients would need to click to expand to get the full experience. * Always be sure to test your messages on multiple devices as the experience can differ for each type of phone # Your Guide to Short Codes, Long Codes, and 10DLC Source: https://help.emotive.io/docs/best-practices/short-codes-long-codes-10dlc Learn the difference between SMS methods, and which one is best for your business. Are you feeling a little overwhelmed with SMS jargon, such as “short code” and “long code"?. Thankfully, it’s not as complicated as it sounds. In this quick guide to short code, long code, and 10DLC, we’ll define these concepts in simple terms to help you determine what’s best for your SMS marketing objectives. ## P2P Texting P2P is short for people-to-people texting. ## A2P Texting A2P is short for application-to-people texting. SMS marketing is a form of A2P texting since the texts originate from automated software. ## Short Code Short code is a 5-6-digit number used for SMS marketing and mass texts. Within short code, an organization may choose between dedicated and shared short codes. ## Long Code Long code is a 10-digit number used for SMS marketing. Within long code, an organization may choose between local and toll-free long code numbers. ## 10DLC 10DLC (digit/commercial long code) is a recent SMS marketing upgrade. It is a more advanced version of the traditional long code numbers described above. ## The Differences Without getting into too many technical nuances, there are three considerations that any business using SMS marketing should seriously consider. ### Cost The cheapest SMS marketing approach is long code. That said, the lower price comes at a non-monetary cost, such as the threat of cell carriers blocking the number or the inability to send mass texts. For high volume texting, short code is the most expensive. Some organizations try to get around the cost of short code SMS marketing by using shared short code (instead of dedicated short code). But with shared short code, organizations risk suffering the consequences of other short code users violating marketing ethics. We will explain this further below. 10DLC is right in the middle. Currently, costs hover above long code and below dedicated short code.  ### Ethics + Standards for SMS Marketing As wireless carriers figure out how to make more money with SMS marketing, they are going to go to greater lengths to enforce SMS marketing ethics. For example, some carriers are kicking out long codes sent over P2P texting channels. If your organization wants to be able to maintain contact with your customers via text, you need to be aware of each carrier’s rules. Additionally, shared short codes (as opposed to dedicated short codes) allow many brands to use the same 5-6-digit number from which to send mass texts. So long as everyone using the shared code adheres to SMS marketing standards, everything will be fine. However, it only takes one spam text originating from a shared short code to get the whole number shut down. A growing unspoken rule in SMS marketing is that all shared short codes are unethical. The ethics of shared short codes remain a controversial topic, and this controversy demands that businesses think carefully about the approach they take. ### SMS Volume How many texts do you plan to send at a time? If your answer is more than 100,000 texts per day, your only real option is short code. But if all you want to do is send texts to customers/clients one at a time, then you can use any of the codes available. You should pay close attention to how many texts your short or long code number supports, as well as the rate at which it will send texts. ### SMS Short Code Short codes are popular for mass alerts, such as traffic and safety alerts. Government agencies, law enforcement, and the CDC are some of the most common short code users. Short codes are also favorites of fast-food restaurants, nationwide retail chains, or cell phone carriers. Because dedicated short codes - codes reserved for one organization only - are expensive, many businesses opt to use shared short codes. Shared short codes are less costly but do allow multiple companies to send texts from the same number. Organizations that opt for dedicated short codes do not have to worry about another business on the short code roster spamming their customers. Often, brands that want an easy-to-remember vanity code - like Chipotle’s 888222 short code - must secure the number via a dedicated short code.  #### **Pros** * The best for sending mass texts * Ability to purchase a vanity code #### **Cons** * Carriers are targeting shared short codes for spam and will blacklist an entire short code after one reported spam text * Most expensive SMS marketing option ### SMS Long Code Long codes use full 10-digit numbers and are more personal. However, many SMS marketing providers use long codes to send P2P texts to your customers. Even though it is cheaper to send long code over P2P, cell carriers rarely approve this strategy. SMS marketing is supposed to transmit over A2P, but standard long codes can sometimes fly below the radar of wireless carriers on P2P. However, carriers will blacklist long code numbers over P2P if they catch you using SMS marketing on a channel reserved for texts between individuals. Toll free long codes allow your organization to send and receive texts from a company landline. Some companies even use toll free long code to send/receive faxes, along with SMS marketing. #### **Pros** * Cheaper than short code * More personal than short code #### **Cons** * Some long code providers try to sneak SMS marketing through P2P and risk carriers blacklisting the number * Your ability to send a large volume of texts is severely limited. ### SMS 10 Digit/Commercial Long Code (10DLC) Combining the mass text capability of short code with the personability of long code, 10DLC is the perfect alternative. At the time this article was written, 10DLC remains cheaper than dedicated short codes while still compliant with cell carriers. If your SMS marketing provider uses 10DLC, you can rest easy knowing that carriers will not block your texts unless you were to violate SMS regulations. 10DLC also enables calling and faxing, depending upon the needs of your organization. A non-carrier number - such as a landline or virtual calling service - can send/receive SMS, MMS, and phone calls with 10DLC. Most importantly, you can send more texts per second than you can with standard long code. #### **Pros** * A2P-compliant * Send more texts in a day than standard long code * Cheaper than dedicated short code * More personal than short code * VoIP-enabled #### **Cons** * Still sends a lower volume of texts in a day than does short code ### Closing Thoughts As you consider SMS marketing options for your organization, we encourage you to review the cost. But before you make cost your primary concern, you should make sure that your provider is compliant with SMS regulations. Additionally, it will help you immensely to think about how many texts you want to send at a time. Also, you should anticipate your subscriber list growing over time. You don’t want to limit your SMS marketing capabilities accidentally as you scale your business. For more information about how to find the best SMS marketing option for your business, [**contact an expert**](https://emotive.io/) at Emotive today. # Text Message Etiquette Source: https://help.emotive.io/docs/best-practices/text-message-etiquette Pro tips for a successful and impactful SMS marketing strategy. Text messages are inherently more personal than email. Here are a few tips on how to message your customers over SMS: **1. Keep it short and sweet:** No one is going to read an essay over text message, so make sure to keep your body under 200 characters (not including your link). **2. Have a great call-to-action:** If you want to get people to engage, make your call to action very clear. For example, 'Click the link to shop now' or 'Click the link to see why'. Or, if you want to elicit more responses, try "Is there anything I can help you with?" **3. Always say who you are** Do not forget to say "Hey! It's X brand" or "Hi John, it's Zach from Emotive!" Engagement is higher when you remind them who you are. **4. Don't spam!** SMS is very personal to your customers, it is where they talk to their family and best friends, so keep the number of texts down to 1 per week. **5. Immediate response isn't too necessary:** Unlike on-site chat, text message followers your customers or potential customers even after they leave your website. So do not feel pressured to respond within 10 minutes. Anything within the response time of a couple hours is not too bad for this channel. # How Does Emotive Calculate Cost? Source: https://help.emotive.io/docs/billing/calculating-cost Learn what costs, fees, and criteria Emotive bases its messaging costs on. This article will provide insight into how Emotive calculates cost for messages, and drill down on Broadcast, Flow, and incoming message costs. You'll also learn what a message segment is, and how it is calculated. ## Cost Metrics The following shows the different metrics that contribute to calculating your messaging cost. SMS Segment Count and SMS Fee + MMS Segment Count and MMS Fee. Based on the average fees across all messages Emotive sends. Your actual carrier fee may be higher or lower. Message Cost + Estimated Carrier Fees ## Segments ### What is a message segment? Phone carriers use message **segments** to batch and charge for sending text messages to your customers. Segments are typically 160 characters or 70 characters, depending on the type of characters you use (see below for specifics). If you are sending a message that exceeds these limits, carriers will charge for additional segments. ### SMS Segments An SMS (short message service) segment generally consists of 160 basic text characters. It’s common practice to include Emoji’s to deliver a more engaging messaging with your customers. Note that this will reduce your segment count to 70 characters (see below for details). You can see how many characters you have used, how many characters are in each segment, and the total number of segments your message will use in the counter below the message field in Broadcasts. ### MMS Segments An MMS (multimedia messaging service) segment is any media message, such as an image or a gif. One image or gif equals one MMS segment. Several factors, determined by the carrier, will cause the character limit of your SMS segment to change. These include: 1. Using emojis and certain characters outside the basic text character set (known as GSM-7,[**full list of characters here**](https://en.wikipedia.org/wiki/GSM_03.38#GSM_7-bit_default_alphabet_and_extension_table_of_3GPP_TS_23.038_.2F_GSM_03.38) ) will cause your segment character limit to change to 70. 2. Using more than one segment will decrease the length of each of your segments. For messages with basic text only, it will be decreased by 7 characters. For messages with emojis, it will be decreased by 3 characters. 3. Additionally, emojis and a few other basic and non-basic text characters count as more than 1 character. The smiley emoji and “\[", for example, are both 2 characters. When using a variable such as \ where the name length changes depending on the customer, the character count of the message will change accordingly. Because of this, some messages in the same broadcasts may consist of more segments than others, if a longer name pushes the message into a new segment. Keep in mind that the number of segments used multiplied by the number of customers messaged to will not give you a full estimate of the total cost of the broadcast. Customers may respond to your message as well which will be attributed to your broadcast costs. It is possible that a special character has been added to your broadcast. You can run your content through this checker, [**https://twiliodeved.github.io/message-segment-calculator/**](https://twiliodeved.github.io/message-segment-calculator/), which will highlight any non-standard characters. The most common example of this is the "single quote", which looks almost exactly like an apostrophe. In fact if you're copying your content from a google document, it is likely that it was used instead of an apostrophe. \ Google documents use a feature called "Smart Quotes" which replaces normal apostrophes with this "single quote" character. You can use this walkthrough to disable it.  * [https://www.laptopmag.com/articles/smart-quotes-google-docs](https://www.laptopmag.com/articles/smart-quotes-google-docs) ## Broadcast Messages Here is a breakdown of what you will see with your Broadcasts' itemized billing. * **Broadcast Name** * **Message Count** * Message counts are based on SMS Segments + MMS Segments sent. * **SMS Segments** * Total count of SMS segments sent (varies per message calculations here). * **MMS Segments** * Total count of MMS Segments sent. ## Flow Messages Here is a breakdown of what you will see with your Flows' itemized billing. * **Experience Name** * **Message Count** * Messages are based on SMS Segments + MMS Segments sent. * **SMS Segments** * Total count of SMS segment sent (varies per message calculations here). * **MMS Segments** * Total count of MMS Segments sent. ## Incoming / Other Messages Here is a breakdown of what you will see with your Incoming and other messages' itemized billing. * **Message Count** * Messages are based on SMS Segments and MMS Segments sent. * **SMS Segments** * Total count of SMS segments sent (varies per message calculations here). * **MMS Segments** * Total count of MMS Segments sent. For more information on Itemized Billing, please visit this article. # Understanding Carrier Fees Source: https://help.emotive.io/docs/billing/carrier-fees Learn more about how carrier fees are calculated and applied to your billing. ## What are carrier fees? These are surcharges that the mobile carriers apply to both inbound and outbound messages. They will differ depending on the type of message such as (SMS or MMS) and the phone number that is sending the message. There are 3 different types (e.g. Short Code, Toll-Free Number, or 10-Digit Long Code). You can learn more about [**Short Code**](https://www.twilio.com/docs/glossary/what-is-a-short-code), [**Toll-Free**](https://www.twilio.com/en-us/phone-numbers/toll-free), [**10-Digit Long Code!**](https://www.twilio.com/blog/a2p-10dlc-individuals-twilio-messaging) ### United States us carrier fees ### Canada us carrier fees ## How do carrier fees work? Our Estimated carrier fees are based on the average fees across all messages Emotive sends. Please note that the fees provided are estimated rates and may vary. Actual charges may differ based on additional factors and final transaction details. Feel free to reach out to our billing department at [**accounting@emotive.io**](mailto:accounting@emotive.io) if you have any questions or concerns. # How does Emotive bill? Source: https://help.emotive.io/docs/billing/how-does-emotive-bill Understand Emotive's billing structure and manage your payment method. ## How does Emotive bill? Depending on your agreement terms, each customer is sent 2 invoices a month: 1 subscription invoice and 1 messaging invoice. ### Subscription Invoice Your first subscription invoice on the day after your trial ends, to the email you used to set up your account. This invoice is automatically charged using the payment method you placed on file when you completed your validation payment. Depending on your payment terms (monthly, quarterly, annually), every subscription payment date thereafter is charged on the same date. ### Messaging Invoice Emotive will send an invoice/receipt with a breakdown of your messaging segments, carrier/other fees, and applicable sales tax. This invoice is billed by the 10th of the following month. Emotive will process your payment the same day unless your account has a prearranged payment term. This invoice is based on: * SMS/MMS Fees * Carrier & Processing Fees Based on your contract, there may also be a charge if your monthly minimum spend is not met; in this case, your charge will equal the difference between your minimum spend and actual spend. **Note:** Carrier & Processing Fees include Telecommunication Taxes and Phone Number Fees (if applicable). To learn more about carrier fees, please reference [this article](https://emotiv.mintlify.app/docs/billing/carrier-fees). ## Updating your payment method To update your payment method, log into your Emotive dashboard and navigate to your [Billing](https://www.emotiveapp.co/billing) settings. # View Your Itemized Billing Reports Source: https://help.emotive.io/docs/billing/itemized-billing-reports Locate and view your account's billing reports in Emotive. ## Accessing Your Billing Reports To locate your itemized billing reports: * Head to **Settings** in your Emotive dashboard. * Navigate to your [Billing](https://www.emotiveapp.co/billing) settings. * Click **View Breakdown**. itemized reporting The following report will give you a breakdown of your message counts / costs for broadcast, experiences, incoming and other messages. You can also change the report from "Current month" to "Last month" with the date range filter. To learn more about the metrics included in this report, please reference this article. ## FAQs We cannot export the reports at this time. We currently do not provide a break down of messages per Experience. Learn more about Carrier Fees here. # Manage Your Spend Source: https://help.emotive.io/docs/billing/manage-your-spend Learn how you can monitor and manage your monthly spend in Emotive. ## Spend Reports You can easily track your spend in app! Just head over to your [**Analytics**](https://www.emotiveapp.co/analytics) Overview. Please note that the spend amount includes SMS + MMS cost. It does NOT include subscription fees, carrier fees, or any applicable discounts or credits. ## Spend Alerts Set an email alert to tell you when you’ve reached a certain SMS and MMS spend amount each month. The alert will**not** automatically pause your campaigns, but you can pause them yourself at any time. You can enable 1 alert which will be sent to 1 email address. Please note that the spend amount includes SMS + MMS cost. It does NOT include subscription fees, carrier fees, or any applicable discounts or credits. To enable Spend Alerts: * Visit your [Billing](https://www.emotiveapp.co/billing) settings. * Select **Set Spend Alert** on the right side of your dashboard. * Enter the message spend for when you want to be alerted. You'll receive an email alert when you reach that amount of spend from your SMS + MMS messages each month. # Billing: Overview Source: https://help.emotive.io/docs/billing/overview Everything you need to understand your message cost and invoices. At Emotive, we do our best to keep billing and message costs as transparent as possible. Please check out the following resources to get a better understanding of your invoices and managing cost while using Emotive. ## Billing Guides Get an understanding of how Emotive invoices for your subscription. Pull reports on your usage data and its associated messaging costs and fees. A full breakdown of what contributes to text messaging costs. Your guide to estimated fees charged by mobile carriers. Track your spend and set up monthly email alerts. # A/B Test your Campaign Source: https://help.emotive.io/docs/broadcasting/ab-test Optimize your performance by testing out different message copy or images. The best way to optimize performance is to continuously test so you can weed out the weaker messages. You can now run an A/B test for any Broadcast copy and/or image! This helps you learn which messages are converting, without spending hours testing manually. Follow the instructions below to set up an A/B Test. ## Create a new Broadcast * Navigate to [Broadcasts](https://www.emotiveapp.co/broadcast). * Select **Create Broadcast**. * Under *Broadcast Type*, select **A/B Test**. ## Create your Variants To get started with your A/B Test: * Click on **Variant A** to expand its details. * Name your variant. * Add an image (if you'd like). * Enter a discount code (if needed). * Type your message. Once you've completed your first variant, click on **Variant B** and repeat the above steps. \*\*Note: \*\*You cannot have identical variants (i.e., the same message AND same image) to proceed with creating your A/B test. Emotive will show an error message if this is the case. ## Edit your Test Settings Once you've finalized your variants, you will need to configure your A/B Test settings. * Under *Test Settings*, choose your **A/B Test Size**. * Selecting a test size of 100% will split ALL the recipients in half, and send each half one of your variants. * Selecting a test size \< 100% will send your variants to a portion of the message's segment. Once a winning variant is determined, the remaining recipients will be sent the winner. * Next, choose how the winning variant is determined. Choose from: * Highest click through rate * Highest conversion rate * Highest response rate * Highest revenue * Lowest opt out rate * Choose the timeframe for the winning variant to be chosen. ## Preview and Test Click into each variant to see a preview of each message on the right side of your screen. If you'd like to test your message(s), click **Send me a test** below the preview. ## Review and Send Once you're happy with your message variants and settings, you can schedule your A/B Test to send. Scheduling an A/B Test works the same as scheduling a standard Broadcast: * Click **Review and send** when you're ready to proceed. * You will have the option to Schedule your message for a future time, or Send the message immediately. You will see the send time for the winning variant at the bottom. This is based on the timeframe and settings selected while building your A/B Test. * Use the Review and Send modal to give your copy and content one last review before sending or scheduling your message. * You can use the **Back** option to return to editing your content, if needed. # Create and Send a Broadcast Source: https://help.emotive.io/docs/broadcasting/create Engage with your mobile audience by sending a Broadcast message. Broadcasts are perfect for notifying your audience about new products, sales, and other important updates. This article will take you through creating and sending a Broadcast message in Emotive. ## Create a New Broadcast * Navigate to [Broadcasts](https://www.emotiveapp.co/broadcast). * Select **Create Broadcast**. You'll be brought into the Broadcast builder, where you will craft your message and configure its settings. ### Broadcast Name + Type First thing's first, you'll want to give your Broadcast a name (i.e., Restock Alert - January 2025). Next, you have the option between creating a **Standard** message, or building an **A/B Test**. This article discusses building a Standard Broadcast. If you need guidance on building an A/B Test, you can reference this article. ## Choose your Segments Once you've named your Broadcast, it's time to select your recipients. * Under *Segments*, choose 1 or more Segments that you'd like to receive this message. * Optional: Choose 1 or more Segments that you'd like to exclude from receiving this message. ## Craft your Message Once you've selected your Segments, it's time to create your message. * **Image or GIF:** Upload an image to your broadcast. Image files must be smaller than 5mb. * \*\*Discount: \*\*Enter a discount code, if necessary. * **Message:** Start typing your text message. A preview of your message will appear on the right. * You can personalize your message by adding variables (i.e., contact's first name) and emojis by using the pickers in the bottom right of your message box. * Paste links in your message. We will automatically validate and shorten the URL. * Optional: Select whether or not you want to include opt-out instructions at the end of your message. As you're creating your message, you'll see a preview of the number of characters and SMS segments required to send your message. To learn more about how SMS segments work, check out this guide. ## Schedule a Follow Up Message To automatically follow up with any recipients who didn't order from your first message: * Toggle ON the *Follow up with customers who haven't ordered* option below your Message. * Repeat the above steps to craft your follow up message. * Choose a *Follow-up send time* between 1 - 48 hours. Any contacts who received this message, yet did not place an order, will receive this follow up. We see brands generate an average of 82% more in sales from follow-up Broadcasts. ## Preview and Test You'll see a preview of your message on the right side of your screen. If you'd like to test your message(s), click **Send me a test** below the preview. ## Review and Send or Schedule a Broadcast Once you're happy with your message variants and settings, you can either send now or schedule your Broadcast to be sent later: * Click **Review and send** when you're ready to proceed. * You will have the option to Schedule your message for a future time by selecting the day and time to do so or [Sending it by timezone](https://help.emotive.io/docs/broadcasting/timezones). You can also send the message immediately. * Use the Review and Send modal to give your copy and content one last review before sending or scheduling your message. * You can use the **Back** option to return to editing your content, if needed. ## Review your Performance Head to your Broadcast Timeline to review your sent Broadcasts' performance, and edit draft or scheduled Broadcasts. You'll find the following insights on your timeline: The name you gave your Broadcast. Check, filter, and sort based on whether your message is in Draft, Scheduled, or Sent status. The total number of contacts that received your Broadcast. **Unique Click-Through Rate.** The percentage of recipients that clicked a link. This excludes non-human interactions or Google message previews. **Conversion Rate.** The percentage of recipients that made a purchase. The total sales generated by the Broadcast. **Return On Investment.** The return from your sales compared to your message cost. **Opt-out rate.** The percentage of recipients that replied STOP to opt out of your messages. You'll also find an **Actions** menu besides each Broadcast that allows you to quickly preview, edit, clone, or delete messages. # Broadcast FAQs Source: https://help.emotive.io/docs/broadcasting/faqs Discover answers to some of our most frequently asked questions about Broadcast messages. Below are some of our most frequently asked questions about creating and sending Broadcast messages. The purpose of the link tracker is to collect attributes & clicks from customers interacting with the link so that you understand how your texts are performing. The link will redirect customers to the designated website while providing a cleaner, simplified look that in many cases, also becomes shorter than long pasted links. Link tracking is an active feature for all our brands. If you don't want your messages to show the [emotve.io](http://emotve.io) link, you have 2 options, the right one depends on your wants/needs: 

1- You can enable **RealLink™**, our patented technology to use your own domain that enables your links to show exactly as your website. This is available for websites except BigCommerce stores and you can contact [support@emotive.io](mailto:support@emotive.io) for indications on how to set it up.  2- You can purchase a **Custom Domain** from an external provider that looks trustworthy and similar to your website. This option is great for brands who want a shorter option, that their website include a forbidden or risky word, and BigCommerce stores.  There could be a number of reasons why you didn't receive a test broadcast; it is likely due to the carrier noticing unusual activity between your device and our messages. If you did not receive your Broadcast test, wait a few minutes and then check your phone's spam folder. If you still do not see your test message, please reach out to [support@emotive.io](mailto:support@emotive.io) and include your Brand Name and your phone number in your request. When sending a Broadcast we will always replace the \ variable with the name associated with each contact. If we don’t have a name for them, a blank space will appear (unless you've set up a default name to fall back on). **We will never display the \ variable in a live text.** When sending a *test* Broadcast, however, we will leave the \ as is, so you can easily see how it would fit into the broadcast. This only occurs in test Broadcasts. Please make sure that you leave the variable as is (all lowercase: \). If you change the variable to \ or \, this will break the variable and it will display as \ or \ instead of the contact's actual name. This usually happens when you paste the link right after the words before not separating it by a space, which causes the platform to not identify it as a link, but as long word.

Try adding a space before the link, send yourself another test, and if it is still not working, email us at [support@emotive.io](mailto:support@emotive.io)  Please note that only the **first** link of each broadcast will be changed to a link tracker, we also suggest never adding more than a link to a single message.  # Broadcasts: Overview Source: https://help.emotive.io/docs/broadcasting/overview Explore resources to help you create and send engaging campaigns with your audience. Broadcasts are bulk text messages that you can send to a segment of your list to notify them of sales, new products, or other exciting brand updates. Check out the following resources to learn how to craft the perfect message to your audience: ## Broadcast Guides A step-by-step guide to sending Broadcast messages. Understand how to target and/or exclude certain segments of your list. Use variables to add a personal, human touch to your messages. Try out different variations to understand what resonates with your audience. Learn how to schedule your messages to send according to your recipients' timezone. Optimize your MMS messages with these image guidelines. Discover answers to popular questions about Broadcast messaging. # Personalize your Broadcasts Source: https://help.emotive.io/docs/broadcasting/personalize Learn how to add variables to your text messages. One way to improve your SMS results is to personalize your messages. We’ve found that personalized Broadcasts perform up to 20% better. Follow this guide to learn how to easily personalize your messages. ## Add a variable While typing out your Broadcast: * Click the **variables icon** in the bottom right corner. * Select your variable (i.e., First Name). Your variable will auto-fill with the data associated with each contact. ## Default values In the example of using the First Name variable, there may be instances where a contact does not have a first name tied to its profile. In this case, you can add a "default name", or fallback value, just in case. After adding your First Name variable: * Enter the default word you'd like to use in the event that the contact has no name. * Hit **Enter** to save your change. Your default value will be applied to the specific Broadcast you are creating. It does not apply across all messages in your account, so you'll need to add this each time you add the variable in a message. Without entering a default value, a blank space will appear where the name should be (for contacts with no name). # Resize your Image for Broadcasts Source: https://help.emotive.io/docs/broadcasting/resize-your-image Make the best impact possible when sending image files via Broadcast. Including an image with your broadcast is a great way to help drive traffic to your site. We will automatically compress images above 600kb for you (5mb max), some reduction in quality might occur during compression. If your image or .gif is too large, try this easy[**online resizing tool**](https://ezgif.com/resize) . ## Check Your Image Size You can follow these steps to see what size your image file is before creating your Broadcast: ### Mac Users 1. On your computer, open the folder or file where the image is saved. 2. Right click on the image. 3. Select **Get Info**. ### Windows Users 1. On your computer, open the folder or file where the image is saved. 2. Right click on the image. 3. Select **Properties**. 4. Click the *Details* or *Summary* tab for the information. ## Resizing Your Image If after checking your image, you need to make it smaller, you can use this easy[**online resizing tool**](https://ezgif.com/resize) , or follow these steps: ### Mac Users 1. Open the folder or file where the image is saved. 2. Right click on the image. 3. Select **Open With Preview**. 4. Go to **Tools > Adjust Size**. 5. Update the size, and click **OK**. ### Windows Users 1. Open the folder or file where the image is saved. 2. Right click on the image. 3. Select **Edit**. 4. On the *Home* tab, select **Image > Resize**. 5. Update the size, and click **OK**. # Segment your Broadcast Source: https://help.emotive.io/docs/broadcasting/segments Learn how to target your messages to specific groups of your audience. Sending the right message to the right person is one of the most crucial parts of a successful SMS strategy. The most essential step to accomplishing this is to Segment your messages. This article walks through how to include and exclude segments from your messages. ## Create a new Broadcast * Navigate to [Broadcasts](https://www.emotiveapp.co/broadcast). * Select **Create Broadcast**. ## Choose a Segment * Under *Segments*, select 1 or more segments to send to. ## Exclude a Segment If you'd like to exclude certain contacts from receiving this message: * Click **Don't send to (optional)** just below your *Send to* selection. * Select 1 or more segments that you'd like to exclude from this message. If you change your mind and no longer want to exclude contacts, select **Remove**. ## Estimated Recipients Once you've selected which segments to target, you'll see an *Estimated Recipients* counter in your *Segments* section. Instead of showing the exact number of people the Broadcast is sent to, we will provide an Estimated Count (as per industry standards), since the number of people who are eligible to receive a Broadcast can/will change by the time Broadcast is sent, so providing an exact number is not possible. For example, if a subscriber opts out or a segment rule is updated, then the number of recipients will change. # Broadcast by Timezone Source: https://help.emotive.io/docs/broadcasting/timezones Find answers to your questions around Broadcasting by Timezone. Broadcast by Timezone allows you to schedule messages to your subscribers and have it sent automatically based on their estimated time, rather than your brand's timezone. Emotive uses the recipient's area code to estimate which timezone they are most likely located in. ## Send by Timezone In the **Review and Send** step of creating your Broadcast: * Under *Send time*, click to expand the timezone dropdown menu. * Choose **Recipient's timezone** from the menu. ## FAQs | US/Mountain | | :- | | US/Alaska | | US/Eastern | | US/Central | | US/Pacific | | US/Hawaii | If you schedule a broadcast by timezone for a time that has already past, then it will be treated as a send now for those timezones. Unfortunately, we have no way of knowing the physical location so we use the information we do have (area code) to estimate the timezone someone is in. No. The broadcast is locked once it starts sending to the first region. No. Currently A/B testing and broadcast by timezone are not able to be used together. The broadcast will be listed in a preparing state until it has reached ALL the US timezones. For example, we are seeing "10:45 AM Cust" in the screenshot meaning that it will be fully sent when it has reached 10:45 AM Alaska / Hawaii local time. The default timezone in your account can be found and changed in the [Settings > Profile](https://www.emotiveapp.co/settings) section of our application, under *Time Zone*. # Connect Klaviyo <> Emotive CartAI Source: https://help.emotive.io/docs/cart-ai/emotive-cart-ai-klaviyo Integrate Emotive CartAI to work seamlessly with Klaviyo. This article will walk you through the steps needed to connect your Emotive CartAI with your Klaviyo account. Before getting started, make sure you've completed your [Emotive CartAI setup](https://emotiv.mintlify.app/docs/cart-ai/set-up-emotive-cart-ai). ## Connect Klaviyo To get started: * Log into your Klaviyo account. * Navigate to your [API Keys page](https://www.klaviyo.com/settings/account/api-keys) in your Settings. * Select **Create a Private API Key.** * Name your new key "Emotive CartAI". * Select **Full Access Key.** * **Save** your changes. * Copy your Emotive CartAI key. Klaviyo API Key Once you've copied your new API Key in Klaviyo, head back to your Emotive dashboard. * Navigate to the *Setup* page inside your CartAI tab. * Select **Connect Klaviyo**. * Paste your API Key that you copied from Klaviyo, and **Submit**. ## Set up UTMs in Klaviyo Once you've connected your Klaviyo account in Emotive, you'll need to complete the setup by creating UTMs in Klaviyo. To set up UTM Tracking in Klaviyo: 1. Log into your Klaviyo account. 2. Navigate to your [UTM Setup page](https://www.klaviyo.com/settings/other/utm-tracking) in your Settings. 3. Add a new UTM Parameter: `utm_kl` 4. Select **Klaviyo Profile ID** for both the *Campaign* and *Flow* dropdown. 5. Toggle ON the *Automatically add UTM parameters to links* option. 6. Click on **Update UTM Tracking Settings.** Klaviyo UTM Tracking After \~24 hours, your CartAI metrics will start being tracked in Klaviyo. In order to set up Klaviyo email Flows for CartAI, contact your Customer Success Manager or send an email to [support@emotive.ai](mailto:support@emotive.ai) for assistance. # Set Up Emotive CartAI Source: https://help.emotive.io/docs/cart-ai/set-up-emotive-cart-ai Recover more revenue with Emotive's CartAI feature. This article will walk you through the steps needed to set up Emotive CartAI. In order to get started, you'll need to ensure that you have access to the following: * Shopify Admin Access to Install Applications * Shopify Access to **Settings > Customer Event** * Access to your DNS (Domain) Records ## Install the Shopify App To get started: * Navigate to the Shopify App Store and head to the [Emotive CartAI](https://apps.shopify.com/emotive-pixel) app. * Click **Install**. Install CartAI ## Verify your DNS Records After installing the Emotive CartAI app on your store, you will need to add two DNS records in your domain host. Shopify will provide the Type, Name, and Value details for each record. To add these records: * Log into your domain host. * Search for **Manage DNS** or **Add Custom Records** (this may vary depending on your provider). * Carefully add both into your DNS records. Be sure that you don't add any extra spaces or characters. * Head back to your Shopify Emotive CartAI setup and click to **Verify** your records. Install CartAI DNS ## Add Custom Pixel Next, you will be asked to install the custom Emotive CartAI pixel to your Shopify theme and enable it in your Shopify Theme Builder. To install your pixel: * Under Step 1, click to **Copy** the code. * Under Step 2, click to navigate to your **Customer Events** page in Shopify. * Select **Add Custom Pixel**. * Name your Pixel Emotive CartAI. * Remove the default code shown. * Paste the code that you copied in Step 1. * Click on **Permission** and select **NOT REQUIRED.** * Click on **Data Sale** and select **Data collected does not qualify as data sale** * Click to **Save** your changes. * Click **Connect,** then close your tab. CartAI pixel Once you've added your custom pixel, you'll need to enable it in your Shopify Theme Builder. To enable Emotive CartAI: * Click on the **Theme Customization** link in the Shopify app. * Toggle ON the Emotive CartAI Snippet on the left side bar. * Click to **Save.** * Head back to the Shopify App and click to **Finish.** CartAI pixel ## Connecting your Channels Now that you've installed Emotive CartAI and enabled it in your Shopify Theme Builder, you'll want to connect all applicable channels to the app. Please reach out to your Customer Success Manager or our Support Team at [support@emotive.io](mailto:support@emotive.io) in order to get this done. Any time that you change or update your Shopify Theme, please ensure that you re-enable your CartAI Pixel in the Shopify Theme Builder using the instructions above. # Blocked and Restricted Words in SMS Marketing Source: https://help.emotive.io/docs/compliance/blocked-and-restricted-words Discover restricted language that could lead to SMS delivery issues. There are several categories that are banned or restricted content. Carriers and our compliance partners use keyword searches to monitor for messages related to these categories. Sometimes this can result in unrelated messages getting filtered incorrectly. In order to help prevent this we have created a list of words we believe could result in filtering and prevent them from being included in broadcasts to help ensure your messages will be received by as many of your subscribers as possible. Below is a list of words currently being blocked. Please note this list is constantly evolving and may change over time. If you have any questions please reach out to [support@emotive.io](mailto:support@emotive.io). | 4/20 | Hemp | Private Reserve | Zig Zag | | :- | :- | :- | :- | | 100MGs | High Times | Puffco | zigzag | | 2GMs | HopHead | Purple Berry | 42024 | | Acapulco Gold | Hydroponic | purple haze | 42025 | | Afghan Kush | Indica | Purple Punch | 42026 | | Ass | Irie | PurpleKush | 42027 | | ass | Jays | PurplePunch | 42028 | | Blue Dream | Jean Carlos Migar | pussy | 42029 | | bong | JeanCarlosMigar | Pussy | 42030 | | Brass Monkey | Kief | razor og | four 20 | | Bubba Kush | Kief | reefer | four twenty | | CandyLand | Kush | roach | 4 twenty | | cannabis | kushagram | roach clip | glp-1 | | Cannabutter | KUSHRUSH | Sativa | peptides | | CBD | kushzone | Shater | semaglutide | | ChemDog | LA Confidential | Shatr | peptide | | Concentrates | lakush | Shatter | Glp1 | | Dab | Lemonati | shisha | ammo | | Dab Rig | Liquid Concentrates | Skunk | ammunition | | dabbing | Magical Butter | Sour Diesel | bullet | | Dabs | Maui Wowie | spliff | gun | | Dagga | Meds | stiiizy | firearms | | Doobie | MGs | stoned | firearm | | Dosage | Milligrams | stoner | gunpowder | | Dronabinol | Moon Rocks | Strain | pistol | | Drugs | MoonRocks | Strains | revolver | | Edible | munchies | Super Silver Haze | rifle | | Edibles | Narvana | taffy | shotgun | | Edibls | Ninja Fruit | THC | NAD | | FPOG | Northern Lights | TMW | NAD+ | | Fruity Pebbles | Nugs | TMW Cartridge | Compound | | Ganja | Pakalolo | toke | Cannabis | | Golden Goat | Palm Mincer | toker | Kush | | Gorilla Glue | Paris OG | Valley meds | Marihuana | | Grams | PB Breath | vape | GLP | | Granddaddy Purple | Pineapple Express | vapes | Retatrutide | | green crack | Pipe | vaporize | Tirzepatide | | glp's | Pot | Volcano Vaporizer | GHK | | glps | Pothead | wake and bake | TESA | | Gummies | Pre Roll | water pipe | MOTS | | Gummiez | Pre Rolls | Weed | KPV | | Gummy | Pre-Roll | weedmaps | CJC | | Hash | Pre-Rolls | weedrive | Ipamorelin | | Hash Oil | Preroll | White Widow | Sermorelin | | Hashish | Prerolls | Ozempic | Epitalon | | Liraglutide | | | | # Set Up Call Forwarding Source: https://help.emotive.io/docs/compliance/call-forwarding Allow customers to call your toll free number and connect with your business. Call Forwarding allows your customers to call the 10DLC or Toll Free number they are receiving messages, and have the call connected to you. Some states have enacted laws that require phone numbers that are used for A2P texting, to receive calls on them. To set this up in your account: * Navigate to the [Settings > Profile](https://www.emotiveapp.co/settings) from your dashboard. * Scroll to locate the *Call forwarding phone number* section. * Enter your Call Forwarding phone number. * **Save** your changes. Once you click save, the phone will be updated within 5 minutes in our system. We encourage you to test this feature out to ensure that it connects where you expect. # CCPA Privacy Policy Overview Source: https://help.emotive.io/docs/compliance/ccpa-privacy-policy Learn more about California consumer laws and how they impact your marketing. ## California Consumers’ Rights and Choices If you are a California resident, California law permits you to request information regarding the: * Categories of Personal Information (as defined by applicable California law) collected, sold or disclosed by us; * Purposes for which categories of Personal Information collected by us are used; * Sources of information from which we collect Personal Information; and * Specific pieces of Personal Information we have collected about you. In addition, if you are a California resident you may: * Opt-out of the sale or disclosure of your Personal Information, in some circumstances; * Opt-out of receiving marketing communications from us; however, you may still receive administrative communications regarding the Services; * Opt-in to certain financial incentive programs we may offer related to the collection, sale, or deletion of your Personal Information; and * Request deletion of your Personal Information by us and our service providers, in some circumstances. * Collection and Disclosure of Personal Information from California Residents ## Personal Information Requested How we collect personal information: * We only collect your personal information when you subscribe to receive SMS alerts from Emotive customers. * Categories of personal information we collect: * We collect the following categories of personal information: identifiers and internet/electronic activity. * Specific pieces of personal information we collect: * We collect the following specific pieces of personal information: phone numbers and website interactions. * Our purpose for collecting personal information: * We collect the following specific pieces of personal information: phone numbers and website interactions. * Who we sell your personal information to: * We do not sell your personal information to third parties. * Who we otherwise share your personal information with: * We share your personal information with the Emotive customers from whom you subscribed to receive SMS alerts. ## Requests: You can contact [support@emotive.io](mailto:support@emotive.io) to make requests related to your California privacy rights: * Data request * Data removal request * Do not sell my personal information You may also make those requests by calling 818-522-6841 Please be aware that we do not accept or process requests through other means (e.g., via fax, social media, email addresses, etc.). We will review the information provided and may request additional information to ensure we are interacting with the correct individual. Please also be aware that making any such request does not ensure complete or comprehensive removal or deletion of Personal Information or content you may have posted, and there may be circumstances in which the law does not require or allow us to fulfill your request. ## Children: Our Services are not directed to children, and we do not knowingly collect Personal Information from children under the age of 13. If you learn that a child has provided us with Personal Information, then you may contact us as indicated above. ## Do Not Track: Emotive does not currently take steps to respond to browsers’ “Do Not Track” signals as no uniform standard to respond to such signals has been developed at this time. ## Personal Data Collected On Behalf Of Emotive's Customers: In connection with performing services for our customers, Emotive may also collect, process and store Personal Data owned and controlled by our customers at their direction. To the extent Emotive receives requests directly from consumers regarding Personal Data of our customers, Emotive will work with such customer to comply with their obligations under the CCPA. # Check your Phone's Spam Folder Source: https://help.emotive.io/docs/compliance/check-your-phones-spam-folder Learn how to locate your phone's text message spam folder. Sometimes a message will be marked as delivered, but isn't seen on someone's phone. The most likely explanation is it is in a semi-secret Unknown or Spam folder on the user's phone.  Many phones have 'spam' or other folders where inbound messages can get routed into. Each device handles this slightly differently, so we would always recommend looking up the specific instructions for your phone. For iPhone users:  * Go to iPhone Settings * Go to Messages * Scroll down and find the section 'Message Filtering ' * From there you should two folders, 'Junk' and 'Unknown & Spam' For Android users:  * Open your android messaging app * Go to the menu option typically located in the top right (three vertical dots) * Press the 'Spam & Blocked' button If you still don't see your messages after checking these folders, please let us know and we can try reaching out directly to the carrier. You can open a ticket directly with Emotive's customer support by emailing [support@emotive.io](mailto:support@emotive.io) . # Including Opt-Out Language in Messages Source: https://help.emotive.io/docs/compliance/including-opt-out-language Learn about the opt-out process and how to best communicate it with your customers. We make no representation and warranty regarding their accuracy and no attorney-client relationship is created by providing these agreements or recommendations. You are encouraged to consult your own legal counsel familiar with the TCPA. ## The Opt-Out Process Under the TCPA, you must ensure that you remove customers from your text messaging marketing campaign if they make a reasonable request asking to be removed. This is commonly referred to as the “opt-out” process. Emotive provides functionality so that your SMS subscribers are able to opt out of SMS marketing messages at any time by replying “STOP” to any message you have sent. ## Best Practices In order to communicate to your customers that they're free to unsubscribe at any time, you can include opt-out language (“Reply STOP to unsubscribe”) at the end of your message. You do not need to include opt-out language in every message, but at minimum, Emotive recommends including it in the following messages: 1. The first Broadcast that you send to your customer base * If you do not send the "All Customers", be sure to add your opt-out language to the first Broadcast send to each segment. 2. The first message of each Flow you enable. 3. In at least 1 Broadcast message each month. In Broadcasts, you have the option to easily include your opt-out language by toggling ON this setting below your message: Emotive automatically processes and confirms all opt-out requests that you receive through your Emotive phone number(s). Customers who have opted out have the ability to opt back in by replying “START” at any time. This information is provided in the opt-out confirmation text that we trigger when a customer replies "STOP" to opt out. # Compliance: Overview Source: https://help.emotive.io/docs/compliance/overview Everything you need to feel confident in staying compliant while sending SMS Marketing. Compliance is an integral part of SMS Marketing. Emotive is here to guide you through laws and regulations that protect both you and your customers, as well as best practices to ensure you're using SMS properly for your business. Check out these resources to get answers to any and all SMS Compliance questions. ## Compliance Guides Your complete guide to understanding all things SMS Compliance. Learn more about the Telephone Consumer Protection Act and SMS consent. Learn more about California data privacy laws and how they impact SMS marketing. Make sure your brand has an up-to-date, binding Terms of Service. Make sure your brand has an up-to-date, binding Privacy Policy. Allow your customers to get connected with you through your toll free number. Industry best practices + guidelines when it comes to including opt-out language in your Broadcasts and Flows. Discover what keywords are restricted by carriers in SMS Marketing. Troubleshoot delivery issues by checking your phone's spam folder. # SMS Marketing Compliance Guide Source: https://help.emotive.io/docs/compliance/sms-marketing-compliance-guide Everything you need to know about staying compliant with your SMS strategy. At Emotive, we take compliance seriously - and you should, too. Without using proper compliance measures, your campaigns and long-term brand success face significant risks. That’s why we've created this comprehensive guide that provides all the information you need to create perfectly compliant SMS/MMS marketing campaigns. This guide will cover: * What is the TCPA? * TCPA Compliance Checklist * The Basics of Compliance * Language Requirements for Compliance * Abandoned Cart and Checkout Flow Automations * SMS Quiet Hours Compliance * List Upload Compliance Regulations * Emotive Compliance Guidelines Emotive will help you brush up on these concepts so you aren’t left guessing - or worse, out of compliance and in jeopardy of sanctions.  ## What is the TCPA?  The Telephone Consumer Protection Act (TCPA) was passed by United States Congress to regulate how companies can contact customers with SMS and MMS text messaging services. When working with Emotive to send messages to consumers, you agree to and are complying with all relevant TCPA regulations. As such, your team should be familiar and follow TCPA laws for the relevant industry guidelines surrounding your products, including text message marketing CTIA guidelines. The core messaging of TCPA compliance as it relates to SMS is that consumers should retain the right not to receive unsolicited marketing messages via SMS, and must consent to receive automated marketing text messages. If your brand follows these guidelines, it is a great start - but it is also extremely important to understand the other nuances of the TCPA and SMS marketing compliance. ### TCPA Compliance Checklist Emotive allows you to send consumers text messages so that they can interact with your online storefront. Before we begin an Emotive campaign together, your brand must: Researched and reviewed all applicable laws, regulations, and guidelines related to text message marketing, including the TCPA and applicable CTIA guidelines. Implement a Terms of Service Agreement and a Privacy Policy for my online store’s use of Emotive to send SMS/MMS marketing campaigns. Obtained TCPA-compliant written consent from each consumer, and have gathered an agreement to receive automated marketing messages from your brand. ## **The Basics of Compliance** Under TCPA guidelines, you can only send a person automated marketing messages if that consumer provides you with prior expressed written consent. You can gather consent electronically, including using text message opt-in keywords. Under these compliance protocols, consent must contain **explicit** language for each element listed below, and the consumer must individually acknowledge each: 1. Agree to receive recurring marketing messages on the consumer’s mobile phone number. 2. Agree that text messages may involve the use of an automatic telephone dialing system (“ATDS”). 3. Acknowledge that consent is not a condition of purchase. Your brand should retain consent, as in the event of litigation, federal law dictates that it is the burden of the person sending the messages to prove that express written consent was provided.   Your team should also ensure that they are familiar with the latest version of [**CTIA’s Short Code Monitoring Handbook**](https://www.wmcglobal.com/hubfs/CTIA%20Short%20Code%20Monitoring%20Handbook%20-%20v1.8.pdf) and [**CTIA’s Messaging Principles and Best Practices Guide**](https://www.ctia.org/the-wireless-industry/industry-commitments/messaging-interoperability-sms-mms). Following these practices is paramount for staying up-to-date with compliance laws and ensuring that your messages are being sent properly according to the nation’s wireless carriers. ## Language Requirements For Compliance Whenever a consumer supplies consent to receive automated marketing messages, you should include TCPA and CTIA-compliant language. This includes, but is not limited to: * Emails containing opt-in links * Pop-ups * Form fills * Social Media Stories * QR Codes Below is TCPA and CTIA-compliant language for these automations: > *\*I agree to receive recurring automated marketing text messages (e.g. cart reminders) at the phone number provided. Consent is not a condition to purchase. Msg & data rates may apply. Msg frequency varies. Reply HELP for help and STOP to cancel. View our Terms of Service and Privacy Policy.* In order to collect subscribers compliantly, your shop's Terms of Service and Privacy Policy need to be hyperlinked in the language shown above. If they cannot be hyperlinked, the full URLs of each need to be included so a viewer may search your terms or privacy policy if needed. For example, [*"View our Terms of Service (https:/myshop.com/terms-of-service/) and Privacy Policy (https://myshop.com/privacy-policy/).”*](https://myshop.com/privacy-policy/\).”) ## Abandoned Cart and Checkout Flow Automations Abandoned cart sends and all other cart recovery messages, can only be sent to individuals who have opted in to an SMS program compliantly prior to abandoning their cart. Additionally, carriers have been made to enforce policies regarding abandoned shopping carts and abandoned checkout flows to ensure that their end consumers receive a consistent experience.\ \ When using Emotive’s automations related to abandoned cart and abandoned checkouts, make sure to: * Limit automations to only one message. * Send the message within 48 hours of a trigger event. These policies are not created or enforced by Emotive, and they affect every SMS platform. Carriers began blocking non-compliant senders starting in June of 2021. ## SMS Quiet Hours Compliance  SMS quiet hours are loosely designated times during the day when you should avoid sending text messages to your subscribers such as: * Early morning hours * Late night hours * Hours in which customers might be sleeping  Messages sent during these hours often lead to higher unsubscribe rates and a greater likelihood of customer complaints and spam reporting - not to mention a higher rate of overall customer dissatisfaction. There are no explicit quiet hours for promotional text messages via federal law, however TCPA and FCC guidance suggests that text messages should not be sent **before 8 am and after 9 pm in the recipient's local time zone.**\ \ Some states such as Washington and Florida laws impose stricter requirements that mandate text messages only be sent between the hours of 8 am and 8 pm in the consumer’s local time zone. Additionally, Oklahoma also limits the number of messages a subscriber can receive to 3 messages in a rolling 24-hour period. ## Emotive's Experience Schedules Each experience can be given a custom schedule. By default it will go from 9am-5pm Pacific time, although you can adjust it based off your business needs.  ## List Upload Compliance Regulations If you are new to Emotive, you may be able to upload a list of SMS subscribers you have collected elsewhere. However, these subscribers must have been collected in a **TCPA-compliant** manner in order for Emotive to allow them for subscription use. You can upload your list by [**completing this form**](https://docs.google.com/forms/d/e/1FAIpQLSfLAkNbjdfPv1yxYAOTM4WK5y0lidqzucvztRtCEOJaFdnl2g/viewform). Please note that by submitting a list for upload, you certify that you collected subscribers in a TCPA-compliant manner. If you're not sure, please consult a TCPA defense attorney. SHAFT regulations protect consumers by prohibiting brands from sending content containing sex, hate, alcohol, firearms, or tobacco (CBD--included) to inappropriate audiences.  These regulations are industry-wide and affect *every* SMS platform, including Emotive. While SHAFT content has been heavily regulated in SMS marketing for years, the CTIA tightened its rules surrounding this content in May 2021. As a result, Emotive can no longer service brands that offer or communicate about sex, hate, firearms, tobacco (CBD included) products. Brands that sell alcohol and adhere to specific CTIA requirements (including age verification both on the website and in the SMS thread) are able to promote their brand via SMS marketing.  ## Emotive Compliance Guidelines ### Avoid Sending Spam + Profanity in Messages While using Emotive, it is crucial that you adhere to our [**anti-spam policy**](https://emotive.io/terms?utm_term=\&utm_campaign=%5BPMAX%5D+%5BCORE%5D+\$100+Offer_Blended\&utm_source=adwords\&utm_medium=ppc\&hsa_acc=4212097629\&hsa_cam=19892150607\&hsa_grp=\&hsa_ad=\&hsa_src=x\&hsa_tgt=\&hsa_kw=\&hsa_mt=\&hsa_net=adwords\&hsa_ver=3\&gad=1\&gclid=EAIaIQobChMIzK6RrrqdgAMVyVZyCh1hrgkVEAAYASAAEgLCZvD_BwE), as outlined in our Terms of Service, as well as all relevant laws and regulations where you operate (such as the Telephone Consumer Protection Act (“TCPA”)). Violations of the TCPA can lead to damages of \$500-\$1,500 per message, while violations of CTIA guidelines can lead to being prevented from using the wireless carrier networks. While not a comprehensive list, here are two critical guidelines to always follow when adding subscribers to your text message marketing program: 1. **Clearly display TCPA & CTIA-compliant opt-in language.** Clearly display language that states what the subscriber is signing up for and ensure that the language complies with all relevant laws and regulations, such as the TCPA and CTIA.  2. **Do not pre-selected checkboxes on opt-in forms.** Avoid prechecking boxes on any subscriber opt-in forms such as your checkout page. This helps ensure customers aren't automatically subscribed. Please note that failure to follow the above guidelines violates our [**terms of use**](https://emotive.io/terms?utm_term=\&utm_campaign=%5BPMAX%5D+%5BCORE%5D+\$100+Offer_Blended\&utm_source=adwords\&utm_medium=ppc\&hsa_acc=4212097629\&hsa_cam=19892150607\&hsa_grp=\&hsa_ad=\&hsa_src=x\&hsa_tgt=\&hsa_kw=\&hsa_mt=\&hsa_net=adwords\&hsa_ver=3\&gad=1\&gclid=EAIaIQobChMIzK6RrrqdgAMVyVZyCh1hrgkVEAAYASAAEgLCZvD_BwE), and can lead to suspension or termination of your Emotive account. # TCPA Compliance Overview Source: https://help.emotive.io/docs/compliance/tcpa-compliance Understand what the TCPA is, and how to adhere to its policies. The materials available at this website are for informational purposes only and not for the purposes of providing legal advice. You should consult with your legal counsel regarding compliance with all applicable federal and state laws, including, but not limited to, the TCPA. ## What is the TCPA? The Telephone Consumer Protection Act (“TCPA”), enacted by Congress in 1991, is a federal statute governing telecommunications. The TCPA prohibits any person or entity from making any call using an automatic telephone dialing system or an artificial or prerecorded voice to a cellular telephone number without the prior express consent of the called party. Text messages are usually treated the same way as calls under the TCPA, and they are subject to the same legal requirements. Further, it is established that “prior express consent” almost always means prior express *written* consent. In sum, the TCPA requires individuals, businesses, and organizations to obtain express written consent from individuals prior to sending any SMS or MMS text messages to them for marketing purposes. As stated in our Terms of Service [**https://emotive.io/terms**](https://emotive.io/terms), all customers have a legal obligation to comply with all applicable federal and state laws regarding communications with third parties, including compliance with the TCPA. ## What is express consent? Since October 16, 2013, businesses have been required to obtain “prior express written consent” from their customers before being legally allowed to send them marketing text messages. The Telephone Consumer Protection Act (TCPA) itself does not specifically define “prior express consent” in the statute, but an agreement, written or oral, clearly indicating consent to receive automated marketing text messages at a particular number constitutes prior express consent. “Written consent” makes it sound like you have to give your customers a form to sign before you can send them text messages, which would be tedious, clumsy, and not particularly viable or convenient. You can technically do this, but there’s another option: the E-SIGN Act. The E-SIGN Act states that there is no need to actually put pen to paper to give “written consent” due to the nature of our digital environments. These days, a website form submission or text message qualifies as written consent, which saves time and effort for everyone involved. So, what exactly do you and your business need to do to obtain this type of consent from your customers? There are a few primary components: 1. When asking your customers to participate in your text message marketing program (either through a web form, point of sale, mobile opt-in, or even pen & paper), **you must disclose the following: “By participating, you consent to receive automated marketing text messages"** 2. This “automated marketing text messages” disclosure must be made “clear and conspicuous” to your customers before they opt in to your SMS marketing campaign. Legal language aside, this is the simplest requirement. All you need to do is display the “automated marketing text messages” disclosure in close proximity to wherever you’re asking your customers to enter their mobile phone numbers. **Display that disclosure right in front of the consumer—ideally by tying it to the initial participation request message** 3. That consenting to receive such messages is "not a condition of purchase". The meaning behind the term “Consent is not a condition of purchase” is that consumers do not need to provide their phone numbers and give their consent to receive autodialer SMS messages before they are allowed to make purchase with a seller. For brands gathering opt-ins on checkout, we recommend leaving the phone number field "optional" for this reason. ## Why does this matter? If you do not comply with the TCPA, you may be subject to legal action. The TCPA provides for a private cause of action by an individual, on behalf of themselves and/or on behalf of a class, to recover damages. Violations of the TCPA can lead to significant financial consequences: damages range from a minimum of \$500 *per text* and up to \$1,500 \_per text \_sent in violation of the TCPA. If you are unsure whether any telephone numbers on your contact list meet the TCPA’s requirements for prior express consent, we advise you to consult your organization’s compliance team and/or legal counsel. Further, you should not upload any contact information to Emotive unless and until you have verified that proper prior express consent has been obtained. ## Best Practices Best practices when obtaining express written consent include: * The written consent should be clear and conspicuous so the recipient is well aware that they are consenting to receipt of text messages. As one example, do not bury your express consent language deep in your terms and conditions. * The individual providing consent should be required to provide affirmative acceptance of the specific consent provision, in addition to any general acceptance of the terms and conditions of use of your company’s website or product. * The consent should specifically authorize telemarketing text messages sent using an automatic telephone dialing system. * The consent should contain a representation that the person who is entering the phone number has authority to provide this number for the purpose of receiving text messages. Remember that phone numbers can easily be reassigned from someone who gave consent to someone who did not give consent, at any time. You may consider asking your contacts to reaffirm consent periodically. If they refuse consent or do not respond, then consider removing them from your contact list. If they refuse consent and/or you remove them from your contact list, you must notify Emotive as soon as possible and not later than 24 hours thereafter so we can remove the phone number from our system. * The consent should clearly state that the individual may revoke his or her consent at any time and also provide an “opt-out” mechanism for individuals who do not want to receive further communications. Revocation, unlike prior express consent, does not need to be in writing. If you receive a revocation of consent, in any form, you must notify Emotive as soon as possible and not later than 24 hours thereafter so that we can remove that phone number from our system. * You should maintain a copy of each consent you receive. * You also should also maintain an internal “do not call” list for individuals who have requested not to be contacted. * Consent to receive text messages should not be a condition of purchase. * Finally, check the National Do Not Call registry frequently. Under the TCPA, you are not allowed to contact *any* numbers on the Do Not Call registry, regardless of method, unless the individual has given express written consent. It is important to cross-check your own contact list with the Do Not Call registry and remove the contacts you do not have consent from and reaffirm consent with any contact who appears on the list that you *do* have consent from. ## Language Guidelines Here is an example of language you may consider using to obtain customers’ express written consent to receive text messages. This is only an example, and should not be relied upon as legal advice. You should consult your legal counsel regarding your company’s specific compliance requirements and considerations to ensure that you are following all applicable federal and state laws, including the TCPA. > I agree to receive recurring telephone calls and/or SMS or MMS text messages for marketing purposes at the phone number provided, including but not limited to calls or texts sent using an automatic telephone dialing system or an artificial or prerecorded voice. I am authorized to consent to receive text messages sent to the phone number provided. I understand that I may revoke consent at any time. I understand that consent is not a condition of purchase. Message and data rates may apply. View our Terms of Service for details. # Changes Coming to the Texas Business and Commerce Code Source: https://help.emotive.io/docs/compliance/texas-commerce-code-update Learn how changes to Texas laws may impact your business' SMS marketing. Recently, the state of Texas amended their commerce laws to apply to text messages sent by businesses. Continue reading for more information. **Note:** These updates do not apply to businesses that send marketing texts to customers who have already provided consent. That being said, **if you already use Privy or Emotive for your SMS Marketing, you are already compliant with Texas SB 140** and do not need to take any further action. ## Important Updates The Texas Business and Commerce Code previously only applied to voice telephone communication. Recently, the law expanded to include text messages as well. This change went into effect on **September 1, 2025**. On September 26, 2025, the Texas Attorney General's office stated that this change does not apply to businesses that send marketing texts only to customers who have provided consent. [We encourage you to read more about this clarification here.](https://www.privy.com/blog/texas-sb-140-sms-marketing) ### What does this mean for my business? If you currently use Privy or Emotive forms to compliantly collect phone numbers and market to those customers, you’re already compliant with SB 140. For users of other platforms, make sure your SMS program: * Obtains clear consent before sending marketing messages * Honors opt-out requests * Follows standard industry practices for consent-based messaging You can also consult legal counsel and/or review the new Texas Business and Commerce Code below to determine whether or not these updates apply to you: * Link to the current law: [*Texas Business and Commerce Code § 302.001, et seq.*](https://statutes.capitol.texas.gov/docs/BC/htm/BC.302.htm) * Link to the amendments going into effect on September 1, 2025: [S.B. 140](https://capitol.texas.gov/tlodocs/89R/billtext/html/SB00140F.HTM) ## Next Steps If you do not use Privy or Emotive, please review your SMS marketing practices to determine whether or not these changes apply to your business. In the case they do, we recommend speaking with a qualified legal counsel to determine any additional next steps. **Note:** The following updates are meant to be informational and educational. They are not intended as legal advice. Please consult with qualified legal counsel to ensure that your business is staying compliant, if needed. If you have any questions, you can also contact the [Texas Secretary of State](https://www.sos.state.tx.us/statdoc/faqs3400.shtml) for further guidance. # Updating your Privacy Policy Source: https://help.emotive.io/docs/compliance/updating-privacy-policy Ensure you have an up to date Privacy Policy for your business. We make no representation and warranty regarding their accuracy and no attorney-client relationship is created by providing these agreements. You are encouraged to consult your own legal counsel familiar with the TCPA before finalizing and posting your consumer agreements. To update your Privacy Policy: * Log into Shopify admin and go to **Settings > Legal**. * Scroll down to the **Privacy Policy** section. * If you don’t have a Privacy Policy yet, click on **Create from template** and make sure to edit all of the \[BRACKETED] sections appropriately. * Paste the following into your Privacy Policy section. * **Save** your changes. Be sure to fill in the \[BRACKETS] with your company’s relevant information. > **SMS/MMS MOBILE MESSAGING MARKETING PROGRAM** > > **We respect your privacy. We will only use information you provide through the Program to transmit your mobile messages and respond to you, if necessary. This includes, but is not limited to, sharing information with platform providers, phone companies, and other vendors who assist us in the delivery of mobile messages. WE DO NOT SELL, RENT, LOAN, TRADE, LEASE, OR OTHERWISE TRANSFER FOR PROFIT ANY PHONE NUMBERS OR CUSTOMER INFORMATION COLLECTED THROUGH THE PROGRAM TO ANY THIRD PARTY. Nonetheless, We reserve the right at all times to disclose any information as necessary to satisfy any law, regulation or governmental request, to avoid liability, or to protect Our rights or property. When you complete forms online or otherwise provide Us information in connection with the Program, you agree to provide accurate, complete, and true information. You agree not to use a false or misleading name or a name that you are not authorized to use. If, in Our sole discretion, We believe that any such information is untrue, inaccurate, or incomplete, or you have opted into the Program for an ulterior purpose, We may refuse you access to the Program and pursue any appropriate legal remedies.** > > **California Civil Code Section 1798.83 permits Users of the Program that are California residents to request certain information regarding our disclosure of the information you provide through the Program to third parties for their direct marketing purposes. To make such a request, please contact us at the following address:** > > **\[INSERT COMPANY NAME]** > > **\[INSERT COMPANY ADDRESS]** > > **\[INSERT COMPANY EMAIL ADDRESS]** > > **This Privacy Policy is strictly limited to the Program and has no effect on any other privacy policy(ies) that may govern the relationship between you and Us in other contexts.** # Updating your Terms of Service Source: https://help.emotive.io/docs/compliance/updating-terms-of-service Ensure that you've got an up to date binding Terms of Service for your business. After you have reviewed the relevant SMS Compliance overview you should ensure your relationship with your text message subscribers is subject to a binding Terms of Service Agreement and Privacy Policy. We have drafted model agreements that you can use for your store. We make no representation and warranty regarding their accuracy and no attorney-client relationship is created by providing these agreements. You are encouraged to consult your own legal counsel familiar with the TCPA before finalizing and posting your consumer agreements. To update your Terms of Service: * Log into Shopify admin and go to **Settings > Legal**. * Scroll down to the **Terms of Service** section inside of your Shopify store setting section. * If you don’t have a Terms of Service yet, click on **Create from template** and make sure to edit all of the \[BRACKETED] sections appropriately. * Paste the following into your Terms of Service as an additional section. * **Save** your changes. Be sure to properly edit the four bold **\[bracketed]** terms before saving. > **SMS/MMS MOBILE MESSAGE MARKETING PROGRAM TERMS AND**\ > **CONDITIONS**\ > \ > **\[ COMPANY LEGAL NAME ] (hereinafter, “We,” “Us,” “Our”) is offering a mobile**\ > **messaging program (the “Program”), which you agree to use and participate in**\ > **subject to these Mobile Messaging Terms and Conditions and Privacy Policy (the**\ > **“Agreement”). By opting in to or participating in any of our Programs, you accept**\ > **and agree to these terms and conditions, including, without limitation, your**\ > **agreement to resolve any disputes with us through binding, individual-only**\ > **arbitration, as detailed in the “Dispute Resolution” section below. This**\ > **Agreement is limited to the Program and is not intended to modify other Terms**\ > **and Conditions or Privacy Policy that may govern the relationship between you**\ > **and Us in other contexts.**\ > \ > **User Opt In: The Program allows Users to receive SMS/MMS mobile messages**\ > **by affirmatively opting into the Program, such as through online or**\ > **application-based enrollment forms. Regardless of the opt-in method you utilized**\ > **to join the Program, you agree that this Agreement applies to your participation in**\ > **the Program. By participating in the Program, you agree to receive autodialed or**\ > **prerecorded marketing mobile messages at the phone number associated with**\ > **your opt-in, and you understand that consent is not required to make any**\ > **purchase from Us. While you consent to receive messages sent using an**\ > **autodialer, the foregoing shall not be interpreted to suggest or imply that any or**\ > **all of Our mobile messages are sent using an automatic telephone dialing system**\ > **(“ATDS” or “autodialer”). Message and data rates may apply.**\ > \ > **User Opt Out: If you do not wish to continue participating in the Program or no**\ > **longer agree to this Agreement, you agree to reply STOP, END, CANCEL,**\ > **UNSUBSCRIBE, or QUIT to any mobile message from Us in order to opt out of**\ > **the Program. You may receive an additional mobile message confirming your**\ > **decision to opt out. You understand and agree that the foregoing options are the**\ > **only reasonable methods of opting out. You also understand and agree that any**\ > **other method of opting out, including, but not limited to, texting words other than**\ > **those set forth above or verbally requesting one of our employees to remove you**\ > **from our list, is not a reasonable means of opting out.**\ > \ > **Duty to Notify and Indemnify: If at any time you intend to stop using the mobile**\ > **telephone number that has been used to subscribe to the Program, including**\ > **canceling your service plan or selling or transferring the phone number to**\ > **another party, you agree that you will complete the User Opt Out process set**\ > **forth above prior to ending your use of the mobile telephone number. You**\ > **understand and agree that your agreement to do so is a material part of these**\ > **terms and conditions. You further agree that, i f you discontinue the use of**\ > **your mobile telephone number without notifying Us of such change, you**\ > **agree that you will be responsible for all costs (including attorneys’ fees)**\ > **and liabilities incurred by Us, or any party that assists in the delivery of the**\ > **mobile messages, as a result of claims brought by individual(s) who are**\ > **later assigned that mobile telephone number. This duty and agreement shall**\ > **survive any cancellation or termination of your agreement to participate in any of**\ > **our Programs.**\ > \ > **YOU AGREE THAT YOU SHALL INDEMNIFY, DEFEND, AND HOLD US**\ > **HARMLESS FROM ANY CLAIM OR LIABILITY RESULTING FROM YOUR**\ > **FAILURE TO NOTIFY US OF A CHANGE IN THE INFORMATION YOU HAVE**\ > **PROVIDED, INCLUDING ANY CLAIM OR LIABILITY UNDER THE**\ > **TELEPHONE CONSUMER PROTECTION ACT, 47 U.S.C. § 227, et seq., OR**\ > **SIMILAR STATE AND FEDERAL LAWS, AND ANY REGULATIONS**\ > **PROMULGATED THEREUNDER RESULTING FROM US ATTEMPTING TO**\ > **CONTACT YOU AT THE MOBILE TELEPHONE NUMBER YOU PROVIDED.** > > **Program Description: Without limiting the scope of the Program, users that opt**\ > **into the Program can expect to receive messages concerning the marketing and**\ > **sale of \[ DESCRIBE COMPANY’S GOODS/SERVICE OFFERINGS – THIS**\ > **SHOULD BE BROAD AND GENERAL TO ENCOMPASS AND TYPE OF**\ > **MESSAGE YOU MAY SEND. MESSAGES OUTSIDE OF THIS SCOPE MAY**\ > **NOT BE ALLOWED UNDER THE TCPA ].** > > **Cost and Frequency: Message and data rates may apply. The Program**\ > **involves recurring mobile messages, and additional mobile messages may be**\ > **sent periodically based on your interaction with Us.**\ > \ > **Support Instructions: For support regarding the Program, text “HELP” to**\ > **the number you received messages from or email us at \[COMPANY’S**\ > **CUSTOMER SERVICE EMAIL ADDRESS]. Please note that the use of this**\ > **email address is not an acceptable method of opting out of the program. Opt**\ > **outs must be submitted in accordance with the procedures set forth above.**\ > **MMS Disclosure: The Program will send SMS TMs (terminating messages) if**\ > **your mobile device does not support MMS messaging.**\ > \ > **Our Disclaimer of Warranty: The Program is offered on an "as-is" basis and**\ > **may not be available in all areas at all times and may not continue to work in the**\ > **event of product, software, coverage or other changes made by your wireless**\ > **carrier. We will not be liable for any delays or failures in the receipt of any mobile**\ > **messages connected with this Program. Delivery of mobile messages is subject**\ > **to effective transmission from your wireless service provider/network operator**\ > **and is outside of Our control. T-Mobile is not liable for delayed or undelivered**\ > **mobile messages.** > > **Participant Requirements: You must have a wireless device of your own,**\ > **capable of two-way messaging, be using a participating wireless carrier, and be a**\ > **wireless service subscriber with text messaging service. Not all cellular phone**\ > **providers carry the necessary service to participate. Check your phone**\ > **capabilities for specific text messaging instructions.** > > **Age Restriction: You may not use of engage with the Platform if you are under**\ > **thirteen (13) years of age. If you use or engage with the Platform and are**\ > **between the ages of thirteen (13) and eighteen (18) years of age, you must have**\ > **your parent’s or legal guardian’s permission to do so. By using or engaging with**\ > **the Platform, you acknowledge and agree that you are not under the age of**\ > **thirteen (13) years, are between the ages of thirteen (13) and eighteen (18) and**\ > **have your parent’s or legal guardian’s permission to use or engage with the**\ > **Platform, or are of adult age in your jurisdiction. By using or engaging with the**\ > **Platform, you also acknowledge and agree that you are permitted by your**\ > **jurisdiction’s Applicable Law to use and/or engage with the Platform.** > > **Prohibited Content: You acknowledge and agree to not send any prohibited**\ > **content over the Platform. Prohibited content includes:** > > * **Any fraudulent, libelous, defamatory, scandalous, threatening, harassing,** > > **or stalking activity;** > > * **Objectionable content, including profanity, obscenity, lasciviousness,** > > **violence, bigotry, hatred, and discrimination on the basis of race, sex, religion,**\ > **nationality, disability, sexual orientation, or age;** > > * **Pirated computer programs, viruses, worms, Trojan horses, or other** > > **harmful code;** > > * **Any product, service, or promotion that is unlawful where such product,** > > **service, or promotion thereof is received;** > > * **Any content that implicates and/or references personal health information** > > **that is protected by the Health Insurance Portability and Accountability Act**\ > **(“HIPAA”) or the Health Information Technology for Economic and Clinical Health**\ > **Act (“HITEC” Act); and** > > * **Any other content that is prohibited by Applicable Law in the jurisdiction** > > **from which the message is sent.** > > **Dispute Resolution: In the event that there is a dispute, claim, or controversy**\ > **between you and Us, or between you and 317 LABS, INC. or any other**\ > **third-party service provider acting on Our behalf to transmit the mobile messages**\ > **within the scope of the Program, arising out of or relating to federal or state**\ > **statutory claims, common law claims, this Agreement, or the breach, termination,**\ > **enforcement, interpretation or validity thereof, including the determination of the**\ > **scope or applicability of this agreement to arbitrate, such dispute, claim, or**\ > **controversy will be, to the fullest extent permitted by law, determined by**\ > **arbitration in \[ COMPANY’S CITY, STATE ] before one arbitrator.** > > **The parties agree to submit the dispute to binding arbitration in accordance with**\ > **the Commercial Arbitration Rules of the American Arbitration Association (“AAA”)**\ > **then in effect. Except as otherwise provided herein, the arbitrator shall apply the**\ > **substantive laws of the Federal Judicial Circuit in which \[ COMPANY NAME ]’s**\ > **principle place of business is located, without regard to its conflict of laws rules.**\ > **Within ten (10) calendar days after the arbitration demand is served upon a party,**\ > **the parties must jointly select an arbitrator with at least five years’ experience in**\ > **that capacity and who has knowledge of and experience with the subject matter**\ > **of the dispute. If the parties do not agree on an arbitrator within ten (10) calendar**\ > **days, a party may petition the AAA to appoint an arbitrator, who must satisfy the**\ > **same experience requirement. In the event of a dispute, the arbitrator shall**\ > **decide the enforceability and interpretation of this arbitration agreement in**\ > **accordance with the Federal Arbitration Act (“FAA”). The parties also agree that**\ > **the AAA’s rules governing Emergency Measures of Protection shall apply in lieu**\ > **of seeking emergency injunctive relief from a court. The decision of the arbitrator**\ > **shall be final and binding, and no party shall have rights of appeal except for**\ > **those provided in section 10 of the FAA. Each party shall bear its share of the**\ > **fees paid for the arbitrator and the administration of the arbitration; however, the**\ > **arbitrator shall have the power to order one party to pay all or any portion of such**\ > **fees as part of a well-reasoned decision. The parties agree that the arbitrator**\ > **shall have the authority to award attorneys’ fees only to the extent expressly**\ > **authorized by statute or contract. The arbitrator shall have no authority to award**\ > **punitive damages and each party hereby waives any right to seek or recover**\ > **punitive damages with respect to any dispute resolved by arbitration. The parties**\ > **agree to arbitrate solely on an individual basis, and this agreement does not**\ > **permit class arbitration or any claims brought as a plaintiff or class member in**\ > **any class or representative arbitration proceeding. Except as may be required by**\ > **law, neither a party nor the arbitrator may disclose the existence, content, or**\ > **results of any arbitration without the prior written consent of both parties, unless**\ > **to protect or pursue a legal right. If any term or provision of this Section is**\ > **invalid, illegal, or unenforceable in any jurisdiction, such invalidity, illegality, or**\ > **unenforceability shall not affect any other term or provision of this Section or**\ > **invalidate or render unenforceable such term or provision in any other**\ > **jurisdiction. If for any reason a dispute proceeds in court rather than in**\ > **arbitration, the parties hereby waive any right to a jury trial. This arbitration**\ > **provision shall survive any cancellation or termination of your agreement to**\ > **participate in any of our Programs.** > > **Miscellaneous: You warrant and represent to Us that you have all necessary**\ > **rights, power, and authority to agree to these Terms and perform your obligations**\ > **hereunder, and nothing contained in this Agreement or in the performance of**\ > **such obligations will place you in breach of any other contract or obligation. The**\ > **failure of either party to exercise in any respect any right provided for herein will**\ > **not be deemed a waiver of any further rights hereunder. If any provision of this**\ > **Agreement is found to be unenforceable or invalid, that provision will be limited or**\ > **eliminated to the minimum extent necessary so that this Agreement will**\ > **otherwise remain in full force and effect and enforceable. Any new features,**\ > **changes, updates or improvements of the Program shall be subject to this**\ > **Agreement unless explicitly stated otherwise in writing. We reserve the right to**\ > **change this Agreement from time to time. Any updates to this Agreement shall be**\ > **communicated to you. You acknowledge your responsibility to review this**\ > **Agreement from time to time and to be aware of any such changes. By**\ > **continuing to participate in the Program after any such changes, you accept this**\ > **Agreement, as modified.** # Get Started with Conversations Source: https://help.emotive.io/docs/conversations/get-started Navigate and manage your Conversations with ease. This article will help you navigate and manage your Conversations in Emotive. ## Your Conversations List Your Conversation List shows all your customer conversations in one queue, along with a preview of the latest message from the customer, their name, and their phone number. By default, your conversation list is sorted from newest to oldest. If needed, you can sort by oldest to newest. We'll indicate new or unread conversations with a purple badge, along with the total number of unread responses in a conversation thread. We also have swipe actions: * Swipe\_left-to-right \_ on a conversation to Opt-out customer or close a conversation * Swipe \_right-to-left \_on a conversation to mark a conversation unread ## Conversation Threads When you click into a conversation from your list, you will be presented with the conversation thread. Here we'll show all of the messages back and forth between you and the customer. We'll also highlight specific actions: * When a customer subscribed * When a customer orders * When a \_Shopping Expert \_does a conversation handoff ## Customer Profiles The top bar of your threads will show you the customer name, or phone number. For more information, tap the customer profile icon in the upper right corner on your thread to show: * Customer name * Customer phone number * Opt-in date * Order history (including order numbers, etc.) ## Conversation Queues We've separated your conversations into their own queues: * **Conversations**: All open conversations either read or unread. * **Handoffs**: All conversations that are sent via Shopping Expert handoff. * **Closed** : All closed conversations. ## Universal Search Our search lets you search by: * Customer name * Customer phone number * Conversation message content (i.e., specific text like "return") # Manage your Customer Messages Source: https://help.emotive.io/docs/conversations/manage-customer-messages Use Conversation Tabs to manage your conversations and resolve customer issues. Conversations Tabs allow you to manage conversations that require human assistance - such as when a customer is unhappy or has a specific product question. ## 3 Conversation Tabs In the top left, you'll find 3 tabs to manage conversations. Contains all open messages where customers have replied to Broadcasts. Contains messages between customers and Emotive Shopping Experts that have been handed off to you. Be sure to monitor this tab, as these issues were not resolved by our Shopping Experts. View and respond to all your messages in one place. You’re able to filter messages by unread, open, closed, and opted out. You can respond to any customer from any tab, even when a conversation has been closed. ## Manage Conversation Messages ### Set up Conversation Alerts You can receive alerts to your phone or email letting you know when a customer has reached out. Set these up in your profile [Settings](https://www.emotiveapp.co/settings). ### Mark a message as unread If you accidentally click into a conversation, you can mark it as unread by clicking the checkbox and then clicking the **Message** icon. ### Opt out a customer If a customer complains at any point, you have the option to manually opt them out using the **Thumbs Down** icon. ### Close a conversation If an open conversation has been resolved, make sure to close it. Select the conversations and use the icon. While conversations are open, those subscribers will not receive broadcasts. ### Download the App Want to manage your conversations on the go using your smartphone? Follow these instructions. # Conversations: Overview Source: https://help.emotive.io/docs/conversations/overview Learn how Conversations can help streamline your customer interactions. Emotive Conversations help you monitor and manage interactions with your customers when they respond to your text messages. Check out these resources to learn how to best leverage Conversations. ## Conversation Guides Learn how to navigate and use Emotive Conversations. Learn how to manage messages from your customers in Emotive. Manage Conversations on the go with the Emotive mobile app. # Save the Emotive Mobile App Source: https://help.emotive.io/docs/conversations/save-emotive-app Use the Emotive Mobile App to respond to customer messages in your Conversations tab. ## If you're using Emotive Conversations, you can save Emotive as a mobile app on your smartphone in order to answer customer questions quicker and more conveniently.\\ \ **iOS** 1. Navigate to [m.emotiveapp.co](http://m.emotiveapp.co) 2. Tap the share icon to open up the share sheet 3. Tap **Add to Homescreen** 4. Tap **Add** to save Emotive to your homescreen ## **Android** 1. Navigate to [m.emotiveapp.co](http://m.emotiveapp.co) in Chrome 2. Tap the menu icon (3 dots in the upper-right hand corner) 3. Tap **Add to Homescreen** 4. Tap **Add** to save Emotive to your homescreen # A/B Test your Flows Source: https://help.emotive.io/docs/flows/ab-test Test different variations to see what resonates best with your audience. The most efficient way to figure out what kinds of messages and offers resonate best with your audience is through A/B Testing. Set up an A/B Test in your Flows to figure out how to optimize your SMS strategy and see the best results possible. ## Examples ### Opening Lines Test whether a direct announcement or a personalized greeting works better. ### Message Tone Compare formal, professional language against casual, friendly communication. ### Emoji Usage Determine if emojis enhance or distract from your message's impact. ### Message Length Compare short, concise messages against longer, more detailed ones. ### Call-To-Actions Test different action phrases to see which variation prompts more clicks. ### Mystery Offers Test different types of surprise incentives to see which drives more orders + engagement. # Launch an Abandoned Cart Flow Source: https://help.emotive.io/docs/flows/abandoned-cart-recovery Send personalized flows that recover more revenue for your business. You put so much work into getting customers to find the right product on your site + adding to cart, but even after that 70%+ of those people still leave without buying. Your solution: launch an abandoned cart Flow to automatically follow up with interested shoppers and inspire them to complete their order. ## Create a new Abandoned Cart Flow To get started: * Navigate to your [Flows](https://www.emotiveapp.co/campaigns) page. * Click **Create Flow**. * Scroll and select an Abandoned Cart Template to start with. * Configure your Flow settings, then click **Next**. * Customize your Flow to sound like your brand. * **Publish** your flow. # Conditional Split by Segment Source: https://help.emotive.io/docs/flows/conditional-split-by-segment Target personalized message based on customer attributes. A conditional split lets you divide your flow into branches based on subscriber actions or segments. For example, send a message to subscribers who abandoned their cart, follow up with those who made a purchase, or end the flow if needed. This feature helps tailor your messaging to fit different subscriber behaviors, offering endless possibilities for customization! ## Add a New Conditional Split To add a new conditional split: * Click the **+** button below the node or branch where you'd like to create the split. * Choose **Conditional Split by Segment** from the following menu. ### Choose your Condition Once you've added your split, you'll see a branch with a Yes path, and a No path. Now, it's time to select which Segment you want as your condition. * Click the pencil icon next to your conditional flow block. * Choose a segment from the dropdown menu. * Press **Save & Close**. You'll now see your segment reflected in your split, along with your Yes and No paths. Your Yes path will include any contacts who fall within the specified segment, and your No path will include any contacts who do not fall within the specified segment. ## Add messages to your Conditional Split Once you've selected the segment for your conditional split, it's time to add messages to both your Yes and No paths. * Click the **+** icon below each path. * Choose **Message** from the menu. * Customize your message. * Click the check mark to save your new message. Once you've completed this for both your Yes and No path, you'll have a complete Conditional Split in your Flow and you can **Publish** it whenever you're ready. # Conditional Split by Trigger Event Source: https://help.emotive.io/docs/flows/conditional-split-by-trigger-event Target personalized message based on customer actions. A conditional split lets you divide your flow into branches based on subscriber actions or segments. For example, send a message to subscribers who abandoned their cart, follow up with those who made a purchase, or end the flow if needed. This feature helps tailor your messaging to fit different subscriber behaviors, offering endless possibilities for customization! ## Add a New Conditional Split To add a new conditional split: * Click the **+** button below the node or branch where you'd like to create the split. * Choose **Conditional Split by Event** from the following menu. ### Choose your Condition Once you've added your split, you'll see a branch with an A branch, and a B branch. Now, it's time to select which Event you want as your condition. * Click the pencil icon next to your conditional flow block. * Choose an event from the dropdown menu. You'll now see Branch A and B, along with the option to add up to 5 branches in your split. * Configure your settings for each branch. * Select **Save & Close** to complete your condition. You'll now see your Event reflected in your split, along with your branches and each of their criteria. ## Add messages to your Conditional Split Once you've selected your Event condition and configured the branches in your split, it's time to add messages to each of your branches. * Click the **+** icon below each branch. * Choose **Message** from the menu. * Customize your message. * Click the check mark to save your new message. Repeat these steps for each of your branches until you have a complete Conditional Split in your Flow. **Publish** it whenever you're ready. # Use a Discount Code in your Flow Source: https://help.emotive.io/docs/flows/discount-codes Deliver incentives to your customers through your automated Flows. ## Static Codes vs. Dynamic Codes When using discount codes in Flows, you have two options: a static code or a dynamic code. Before we walk through instructions on how to add them to your Flows, let's explore the key differences between the two. A static discount code is a single phrase or alphanumeric string that gives a user a specific discount (i.e., WELCOME20). Each subscriber receives the same code to use on your site. A dynamic discount code is a random series of numbers or letters that a recipient can use one time. A unique discount code is generated for each recipient, so no two recipients will have the same code. You must be a Shopify business in order to use Dynamic Codes at Emotive. ## Use a Static Code If your brand is not on Shopify, or you prefer to use a static code, follow these instructions: * Navigate to your [Flows](https://www.emotiveapp.co/campaigns) page. * Build a new Flow, or select an existing one. * In your Flow's settings, scroll down to *Discount code* and enter your static code (i.e., WELCOME20). * Click **Next** to continue building your flow, or **Publish** your changes. Make sure that you've also activated the same static code in your ecommerce store before publishing your Flow. Otherwise, your store will not recognize your code as valid. ## Use a Dynamic Code If your brand is on Shopify and you'd like to use dynamic codes in your Flows, follow these instructions: * Navigate to your [Flows](https://www.emotiveapp.co/campaigns) page. * Build a new Flow, or select an existing one. * Select **+ New Discount Code**. * Select **Dynamic code**. * Configure your discount's settings and click **Save**. Your dynamic code will start with "EMTV." This is not what the end user will see, this is just your master parent code.  This will look like the image below: Do not copy and paste this code to use for any other Flows. You will need to create a new dynamic discount code for each Flow. When the dynamic code is generated at random for your recipient, it will be a random sequence of letters and numbers as shown below: # Understand Flow Exit Rules Source: https://help.emotive.io/docs/flows/exit-rules Learn how contacts automatically exit your automated message flows. Exit Rules determine who will leave an Experience if their conditions are met. We have 2 system default exit rules, and 1 configurable exit rule: * When a subscriber orders while in an Experience (configurable) * When a subscriber doesn’t respond for 48 hours, delays set in Experiences will not be impacted (system default) * When an Experience is finished sending (system default) # Flows: Overview Source: https://help.emotive.io/docs/flows/overview Automate your SMS strategy by launching automated Flows. Flows are automated messages triggered by your customers' actions. They see some of the highest engagement and drive meaningful revenue from your business, all while running quietly in the background. Check out these resources to help you launch the perfect Flows for your unique business. ## Flows Guides Start from scratch or customize a pre-built template. Automatically send your customers incentives to drive more purchases. Try out different variations to see what kinds of messages resonate with your audience. Figure out the best timing for your automated messages. Explore different criteria that you can use to build your automated flows. Understand the ways that contacts can automatically exit your Flows. Customize your customers' journey based on the actions they take. Customize your customers' journey based on their attributes. Recover more revenue for your business and encourage customers to complete their order. Explore different ways to personalize your automated messages. # Understand Flow Schedules Source: https://help.emotive.io/docs/flows/schedules Learn how to set parameters around when your Flows trigger for subscribers. Schedules determine when your Flow will trigger for your customers. Any order, abandoned checkout, link click, or opt-in that happens within a schedules hours will engage the customer with the Flow. Triggering an Flow outside of your scheduled hours they will receive messages starting in the next time slot the schedule has available. For example, if you have a schedule set to run every day from 9am to 5pm and a customer triggers an Flow at 12am, they will start receiving messages at 9am. If you do not set a schedule for your Flow it will run on a 24/7 basis. We recommend setting your schedule alongside your working hours or using one of our pre-made schedules that comes with your account. Please note that our Shopping Expert hours are as follows: * Monday to Friday, 8am - 11pm PST * Saturday to Sunday, 10am - 3pm PST # Get Started with Flow Templates Source: https://help.emotive.io/docs/flows/templates Launch Flows fast with pre-built templates designed with best practices in mind. Experience templates are pre-packaged two-way campaigns. They provide everything you need to get started from the settings (who the Experience will target) to the conversation itself (sample conversation starters).\ \ Once you’re on the Experiences tab, click the “New Experience” button to view our template library. You can modify any of our Experiences templates to fit your needs. To see a comprehensive list of all the templates we offer, check out the tables below. ## Blank Template If you prefer to start from scratch, choose a Blank Template when starting a new Flow. ## Templates for Signed Up Trigger Follow up with customers who have subscribed to receive SMS through mobile/desktop popups. | **Name** | **Description** | | :- | :- | | **New Subscriber - Discount Offer** | Welcome new subscribers to your list and offer a discount and follow-up message. | | **Product Recommendation - Simple** | Drive conversions by guiding newly signed up customers through your product options and/or categories of products. | | **Product Recommendation - High Touch** | Guide newly signed up customers through your product options and/or categories of products. Proactively following up to their specific questions. | | **Contest Signup** | Sign up customers for contests. | | **Informational Consultation** | Engage with your new customer through help articles and product guides. | | **Product Help Link** | Sign up customers and point them towards your fit/sizing/color matching app or website. | | **Size/fit Guide** | Help your customer pick the perfect size or fit for them. | | **Affiliate Program Signup** | Provide information for customers or influencers looking to get involved in your affiliate programs. Ask for verification and additional information. | ## Templates for Abandoned Checkout Trigger Follow up with customers who have abandoned their checkout and re-engage with them. | **Name** | **Description** | | :- | :- | | **Abandoned Checkout - Follow-up** | Nudge customers who abandoned their checkout. | | **Abandoned Checkout - Reason Gathering** | Find out why a customer abandoned their checkout. | | **Abandoned Checkout - Discount Offer** | Offer a discount to customers who abandoned their checkout. | | **Abandoned Checkout - Increasing Discount Offer** | Offer a growing discount over time for customers who abandoned their checkout. | | **Abandoned Checkout - Payment Options** | Inform customers who abandoned their checkout about your great payment options (Apple Pay, AfterPay, Paypal). | ## Templates for Ordered Trigger Follow up with customers who have placed an order with you and encourage them to take action. | **Name** | **Description** | | :- | :- | | **Discount on Next Order** | Send a discount code to customers who ordered to drive repeat purchases. Great for use with a checkout sign up offer! | | **Thank You Message** | Send a thank you message to customers and ask them if they have any questions. | | **Rewards/Loyalty Promotion** | Inform customers about your Rewards or Loyalty program. | | **Review Follow-up** | Ask customers to leave a review of your product. | | **Cross-sell** | Let customers know about relevant or best-selling products. | | **Loyalty Gift** | Reward loyal customers with a special gift. | | **User Generated Content** | Ask customers to share a photo using your product. | | **Promote Social Channel** | Promote your social media channels to customers. | | **Product Interest Follow-up** | Follow up on orders and see what other products they might be interested in. | | **Product Learnings Follow-up** | Follow up on an order and ask what a customer liked about your product. | | **Friend Discount Code** | Offer a sharable discount code for friends/family. | | **Friend Opt-in** | Offer a shareable sign-up link for interested friends/family. | # Trigger Flows by Segment Source: https://help.emotive.io/docs/flows/trigger-by-segment Send subscribers a Flow as soon as they enter one of your segments. Learn more about sending messages to subscribers who meet certain segment rules. This will allow you to send more personalized messages through Experiences.  How it works Subscribers will trigger the "**Joined a Segment**" Experience by entering the Segment based on the rules set.  ## Create a Segment * Create new Segment. * Select rules for Segment. * Example - target subscribers who have a "vip\_tier\_name" that "contains" the string "Members." ## Create a New Flow * Create new blank Experience * Customize your Flow to send the personalized message * Navigate to Settings * Change "Trigger" to "Joined a Segment" * Select the "Segment" for the Experience to target # Understand Flow Triggers Source: https://help.emotive.io/docs/flows/triggers Explore the different ways that subscribers can enter your Flows. Triggers determine when a subscriber enters an Flow. **Subscriber events:** * Subscriber orders a product * Subscriber abandons their checkout * Subscriber clicks a link * Subscriber opts-in (subscribes) * Subscriber enters a Klaviyo List/Segment * Subscriber's order is delivered (Shopify Only) * Subscriber's order is shipped (Shopify Only) * Subscriber signs up for subscription through Recharge (Shopify Only) * Subscriber's payment fails for subscription through Recharge (Shopify Only) * Subscriber cancels subscription through Recharge (Shopify Only) * Subscriber's next subscription order through Recharge is coming up (Shopify Only) # Use Variables in your Flows Source: https://help.emotive.io/docs/flows/variable-glossary Personalize your automated messages with variables. Variables allow you to personalize automated messages sent via Experiences. When you edit a particular message, you can add a variable by selecting one from the drop down. The variable will pre-populate with the correct information. Check out a glossary of all available Emotive variables below. # Create and Send Contact Cards Source: https://help.emotive.io/docs/get-started/contact-cards Make it easier for new subscribers to save your contact information. Contact Cards help to promote a deeper relationship with your customers! Sending a Contact Card allows a customer to save your contact information to their address book with just one click. They’ll always know who you are when you message them, and will be more likely to engage. ## Set up your Contact Card To set up your Contact Card: * Head to the [Contact Card](https://www.emotiveapp.co/settings/contact_card) page in your Settings. * Fill out each field on this page, and **Save**. Contact Card Form ## Send your Contact Card You can send your Contact Card in Broadcasts or Flows by including the `` variable. Here's an example: > "Hi \, it's Sam from Emotive! I hope you're enjoying your order so far. Feel free to save my contact info and text me if you ever have any questions or need recommendations! \" When the customer receives your message, they can click on the Contact Card to easily save your information in their phone. # Set up Keywords Source: https://help.emotive.io/docs/get-started/keywords Learn how to set up keywords and streamline your opt-in process. Growing your SMS list is one of the most important parts of a successful SMS marketing strategy. One of the easiest ways that people can sign up for your list is through Keywords. ## How do Keywords work? Keywords allow people to opt in to SMS by texting a short word or phrase to your brand's designated phone number, rather than needing to submit their phone number on a signup form. You can share your Keyword on social media, in emails, on your packaging, on your website, etc. Here's an example: Keyword Example ## Set up your Keyword To set up your Keyword in Emotive: # Log into Emotive Source: https://help.emotive.io/docs/get-started/log-in-to-emotive Learn the different ways you can sign into your Emotive account. Emotive supports multiple different sign-in methods. Follow the instructions below to log in to your account, and change your password if needed. ## Log in in with Google To sign in with your Google account: * Head to the [Emotive Login Page](https://www.emotiveapp.co/login?multi=true). * Select **Continue with Google**. * Choose the Google account linked to your Emotive account. * If prompted, grant necessary permissions. You’ll be redirected to your Emotive dashboard upon successful login. Your Google email must already be added as a user in your Emotive account in order to log in via Google. Learn more about adding and managing users. ## Log in with Shopify To sign in with your Shopify account: * Head to the [Emotive Login Page](https://www.emotiveapp.co/login?multi=true). * Select **Continue with Shopify**. * Enter your Shopify store's name when prompted. For example, if your store's URL is `my-store.myshopify.com` , you would enter `my-store` into the field. * Sign in to your Shopify account (if required). You’ll be redirected to your Emotive dashboard upon successful login. The email address tied to your Shopify account must already be added as a user in your Emotive account in order to log in via Google. Learn more about adding and managing users. ## Log in with username + password Only the email associated with the user who initially created your Emotive account will have a password. All other users should use the Shopify or Google login instructions outlined above. To sign in with your username and password: * Head to the [Emotive Login Page](https://www.emotiveapp.co/login?multi=true). * Enter your email or username. * Type in your password. * Click **Log In**. If your credentials are correct, you’ll be taken to your dashboard. Make sure you are entering the email or username used initially when signing up for your account. Remember, passwords are case-sensitive. ## Change your password To change your password: * Head to the [Emotive Login Page](https://www.emotiveapp.co/login?multi=true). * Select **Forgot password**. * Enter your account's admin email address. * An email will be sent to your admin email address with a link to reset your password. * Click on the link in the email and reset your password. ### Troubleshooting In this case, you will need to verify your account's recovery email address by emailing [support@emotive.io](mailto:support@emotive.io) and including the following: * The login username of your Emotive account * The recovery email address where password resets should be sent going forward If you're still unable to log in, you should clear your cookies: * Head to the [Emotive Login Page](https://www.emotiveapp.co/login?multi=true). * Click just the the left of your browser's URL to view the site information * Select **Cookies and site data**. * Remove all Emotive cookies and click **Done**. Once the cookies are cleared, refresh your browser and reattempt logging in with your new password. If you've tried the methods above, but you're still unable to log into your account, please send an email to [support@emotive.io](mailto:support@emotive.io) including your Emotive username. We'll be happy to help! # Get Started with Emotive Source: https://help.emotive.io/docs/get-started/overview Your guide to setting up your Emotive account for success. Before you start engaging with your audience with Emotive, you'll want to take some time to set up your account. Check out these resources to help you get up and running: Learn the different ways to [sign into your account](https://help.emotive.io/docs/get-started/log-in-to-emotive). [Import your existing contacts](https://help.emotive.io/docs/get-started/upload-new-subscriber-list) into your Emotive account. [Grant proper access and permissions](https://help.emotive.io/docs/get-started/users) to your entire team. Set up a [keyword](https://help.emotive.io/docs/get-started/keywords) to allow your customers to text to opt-in. Build trust and brand recognition with your audience by [sending a contact card](https://help.emotive.io/docs/get-started/contact-cards). Streamline your customer support by [enabling smart replies](https://help.emotive.io/docs/get-started/smart-reply). Need assistance? Learn how to [get in touch with our support team](https://help.emotive.io/docs/get-started/support-requests). # Set up Smart Reply Source: https://help.emotive.io/docs/get-started/smart-reply Cut down on the amount of time and effort needed to answer customer questions. Smart Reply provides conversational templates that help you better manage conversations with customers. Once you activate Smart Reply, Emotive Shopping Experts will start responding to your customers’ responses to **Flows**. This feature saves your team time and effort by letting Emotive Shopping Experts respond to your customers. This reduces the amount of incoming questions and frees up resources that would be better focused elsewhere! ## Set up Smart Reply To get started: * Head to the [Smart Reply](https://www.emotiveapp.co/smart_reply) page in your Settings. * Select any of the available topics: * Greetings * Discount Code * Shipping * Returns * Click **Set up** to customize the response templates. Smart Reply topics are based on the most common customer questions and responses we see coming through the Emotive platform. * Each topic has sample language for you to use. Edit each response to fit your brand voice and policies. * Click to toggle ON the topics / responses you want to use. * Once you're happy with your edits, click **Activate**.