Once your account setup is complete and your phone number is verified, we provide a live walkthrough of the platform tailored to you.
What Is the Onboarding Call?
The onboarding call is a live session with your team where you learn how to use the platform hands-on. It is not a sales call or a generic demo — it is a working session using your actual account, your customers, and a review of your messaging goals.
By the end of the call, you will be confident in your ability to use our platform to send messages, manage customers, and run campaigns independently.
When It Happens
We recommend scheduling the onboarding call as soon as possible to help streamline the registration process on your end. If you have not booked your onboarding call yet, access the link here to book a time that works for you. Most calls happen within a few days of your phone number being verified, but we do not need the verification process to be complete in order to have the onboarding call.
What to Prepare
We recommend sending us the following details prior to the onboarding call:
- Contact list — a spreadsheet (CSV) of customers to import. Even if this is just a sample of your database, and you intend to import the list yourself later, a sample spreadsheeet gives us an idea of which fields and campaigns your account should start with and for us to review on the onboarding call.
- Groups in mind — which groups do you want to create to organize your customers, or to give recipients the ability to opt-into. For example: by interests or customer types.
- Sample spreadsheet - download a link here with a sample spreadsheet of what you'll be able to import into the platform
Come to the call with these items ready so you can get the most out of your time:
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Contact list — a CSV spreadsheet of your customers with names, phone numbers, and any other relevant fields (email, group, etc.). See Import Contacts for formatting details.
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A few messaging goals — what do you want to accomplish first? Event reminders, renewal notices, welcome messages, general announcements? Having 2-3 goals helps your account team customize the walkthrough.
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Keywords to set up — if you want customers to opt in by texting a word to your number, have a few keyword ideas ready (e.g., JOIN, INFO, EVENTS).
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Team members — if other people on your team will be using the platform, consider inviting them to the call or adding them to your account beforehand via User Management.
What Gets Covered
Your account team will walk you through the core features of the platform during the call. Here is what to expect:
Importing Contacts
Upload your customer list and verify that all fields imported correctly. Your account team will help you map columns and resolve any formatting issues on the spot.
Setting Up Groups
Organize your customers into Groups for targeted messaging. You will create at least one group during the call — and learn the difference between Standard Groups (manually managed) and Dynamic Groups (automatically updated based on rules). See Groups and Dynamic Groups.
Configuring Keywords
Set up Keywords so new customers can opt in by texting a word to your number. Your account team will help you create your first keyword and configure the auto-reply message. See Keywords.
Understanding the Inbox
Learn how to use the Inbox for one-on-one conversations with individual customer. Your account team will walk you through sending and receiving messages, using templates, and managing conversations. See Inbox.
Creating Your First Campaign
Build and send your first Campaign — whether it is a Custom Bulk Message, a Text-to-Join, or another campaign type that fits your goals. Your account team will help you choose the right type and walk you through the setup. See Campaigns for all campaign types.
Additional Features
Depending on your goals, your account team may also cover:
- Appointments — scheduling and automated text reminders. See Appointments.
- Surveys — collecting feedback via text. See Surveys.
- QR Codes — generating scannable codes linked to your keywords. See QR Codes.
- Message Templates — saving reusable messages for common communications. See Message Templates.
After the Onboarding Call
Once onboarding is complete, you should be able to:
- Send messages from the Inbox to individual customers
- Create and send campaigns to groups
- Import and organize customers into groups
- Manage keywords for opt-in
- Navigate the platform confidently — Home dashboard, Inbox, Campaigns, Contacts, and Settings
Your account team is still available after onboarding. If you have questions later, reach out for support.
Tips for Getting the Most Out of Your Onboarding Call
- Prepare your customer list in advance. The more ready your data is, the more time you can spend learning the platform instead of troubleshooting imports.
- Bring real messaging goals. "We want to send event reminders" is more productive than "show us everything." Your account team will tailor the walkthrough to what you actually need.
- Take notes on the features you will use most. You do not need to master every feature on day one — focus on the 2-3 things you will use immediately.
- Ask about automation. Features like Join Campaigns (messages triggered when a customer joins a group) and Appointment Reminders can save your team significant time. Ask your account team to show you what can run on autopilot.
- Send a test message during the call. Nothing builds confidence like seeing a message arrive on your phone in real time.
- Invite key team members. If someone else will be sending messages day-to-day, get them on the call so they learn the platform firsthand.
Common Questions
How long is the Onboarding Call?
Most onboarding calls are 30-60 minutes, depending on how many features you want to cover and how prepared your data is.
Can I have more than one onboarding session?
Yes. If you have a large team or complex setup, your account team can schedule follow-up sessions.
What if I cannot make the scheduled time?
Reach out to our team to reschedule, or pick a time that works for you.
Do I need to complete account setup before the onboarding call?
Inputing your organization details prior to onboarding is the best way to ensure a smooth process. If Account Setup is not complete prior to the onboarding call, we won't be able to send messages during the session.Account setup — including phone number verification — must be complete before your onboarding call.
Can I import customers before the onboarding call?
Yes. If your customer list is ready, you can import it before the call via Import Contacts. However, if the phone number has not been verified yet, the customers will display in a holding pattern until your account is fully activated - once activated, all customers will be checked with carriers to determine the total amount of mobile numbers from your imports.