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CrowdConversations: Your Guide to Enhanced Subscriber Communications

What is CrowdConversations?

CrowdConversations is a new application designed to improve communication with subscribers during service outages and reduce inbound customer calls. The system is built to empower users with tools that enhance subscriber experience and drive call avoidance during critical times.

How it Works: Key Features and Functionality

CrowdConversations offers a robust platform for managing and delivering outage information, focusing primarily on communication.

  • Targeted Text Messaging (SMS Notifications):
    • Users can precisely define outage areas, either by drawing boundaries or using filters.
    • Personalized text messages can be instantly sent to affected subscribers, informing them of the situation.
    • The system allows for geographical selection, pre-defined serving areas, or areas based on equipment like PON equipment.
    • Mobile Accessibility: The system is designed to work on a cell phone, enabling users to send messages from their device, even from the field.
    • Geocoding: The system automatically geocodes addresses and allows users to test the location feature to verify accurate zooming.
    • Real-time Subscriber Count: When defining an outage zone, the software immediately shows how many subscribers are in that area and how many have phone numbers.
    • Reachable Numbers: The system will track which numbers are reachable (e.g., distinguishing from old landlines).
  • Customizable Outage Widgets for Websites:
    • Embed flexible widgets on your website to display real-time outage information.
    • Widgets can show different levels of information, from high-level alerts on a homepage to detailed maps on a dedicated status page.
    • Users can configure a widget to show nothing by default and then pop up text or updates when a problem occurs.
  • Pre-built Message Templates:
    • Users can prepare and stage standardized outage messages in advance.
    • Templates can include variables for dynamic content like customer names {{Contact.first_and_last_name}} and addresses {{ Contact.service_address_longform }}.
      • A comprehensive list of available variables is provided.
  • Comprehensive Interaction Records and Two-Way Communication:
    • The system maintains a clear history of all sent messages.
    • It allows for direct one-on-one communication with subscribers through the platform.
    • The "received messages" portion of the account can be configured to enable two-way communication.
    • Notifications for Responses:
      • Email notifications are currently supported when an end user sends an SMS to your Twilio number or when a new user has signed up to receive SMS messaging.
      • Webhooks can also be enabled to trigger notifications when an end user sends an SMS to your Twilio number. This further enhances the application by allowing you to create tickets in your customer service platform. For example, webhooks can be configured to trigger notifications to a channel in Slack or Microsoft Teams.
    • Customers can respond to mass texts or send unsolicited messages at any time; the system is always listening.
    • Currently, certain keywords like "STOP" and "START" trigger automatic responses.
  • Independent or Integrated Operation:
    • The system operates independently and does not require CrowdFiber.
    • Possible Future Integration: The system aims to integrate with CrowdFiber, as well as OpIntel, allowing users to complete functions such as to copy a geographic selection from OpIntel's map and paste it directly into the CrowdConversations App to define a zone. Current work has included the use of a data flow from OpIntel into CrowdConversations to send messages related to internet usage.
  • Customer Data Integration:
    • Manual Contact Creation: Pilot users are trained to manually create contacts, including adding phone numbers and addresses.
    • CSV Import: Users can import customer data via CSV files.
    • Billing File Integration: The system can import customer data by receiving billing files nightly.
    • API Support: Includes API support, enabling users to send or import real-time lists of people to notify. This could allow for automating message triggers via workflows.
    • Dynamic Fields/Additional Contact Attributes: The system will support adding custom data fields like account IDs or network dimensions (e.g., feeder, PON equipment) for better targeting.
    • Contact Lists: Users can create static or dynamic contact lists with filters based on boundaries or tags (e.g., for planned maintenance communications).
  • Opt-in and Opt-out Management:
    • The system is designed to meet A2P 10DLC compliance requirements, which ensure SMS traffic is verified and consensual.
    • End-users consent to receive messages by visiting a URL, adding their phone number when subscribing for service, and checking a box agreeing to receive text messages for outage notifications. Opt-in occurs after account creation and fiber services are activated.
    • A visual example of the opt-in piece is provided.
    • Users must have a privacy policy that includes specific SMS consent verbiage.
    • The system automatically handles opt-outs when users reply "STOP," unsubscribing them from future messages and prompting them to reply "START" to resubscribe.
    • For service-related messages, some co-ops are revising policies to automatically opt-in subscribers, with a disclaimer for opting out. Marketing messages require clear opt-in.
  • Twilio as Base Technology:
    • The system uses Twilio as the base technology for messaging.
    • During onboarding, users choose from available local numbers through Twilio. These are 10-digit long code (10DLC) numbers.
    • A2P 10DLC Registration: Anyone sending SMS/MMS messages over a 10DLC number from an application to the US must register for A2P 10DLC. This involves creating a Brand (information about the sender) and a Campaign (details on opt-in/out, message purpose).

Onboarding Details

  • Onboarding Duration: The onboarding process for CrowdConversations is expected to take between one and two months, depending largely on navigating the Twilio regulatory process.
  • Initial Information Needed: To set up an account, CrowdConversations requires the following:
    • Confirmation the business entity is in the US and/or Canada
    • Business Tax ID (e.g., US EIN)
    • Legal business address
    • Physical address (for emergency use and to avoid additional fees)
    • After setup, a call is scheduled to choose local numbers via Twilio.
  • Campaign Details Needed:
    • Selection of a Campaign use case based on campaign description.
    • A campaign description (e.g., "This campaign will send outage notifications and updates").
    • Sample messages (these will be modeled after your use case).
    • Detailed explanation of how end-users consent to receive messages.
    • The member’s privacy policy, ensuring it contains specific SMS consent and privacy verbiage.