Text Management

Overview

The Text Management workflow in Momentum AMS ensures agencies can use texting compliantly and effectively, while keeping all communication documented inside the AMS. This workflow covers compliance setup, template development, notification coordination, campaign analysis, and record-keeping.

Implement Telemarketing Compliance Procedures

Purpose: Establish a compliant texting foundation for all agency communications.

Workflow Goal: Implement a texting platform that adheres to regulatory requirements (e.g., TCPA), including opt-in/opt-out protocols, message archiving, and standardized templates.

Process in Momentum AMS:

• Platform Setup: Follow the separate KB articles for How to Integrate Twilio or How Integrate with RingCentral under Integration Partners. These steps connect the texting platform to Momentum AMS.

• Document Opt-In in AMS:

  • Navigate to the Insured Record → Notes.

  • Add a Note titled “SMS Opt-In”, record the timestamp, source of consent (web form, email, verbal confirmation), and the user who logged it.

  • Tag the note Text – Opt-In.

• Document Opt-Out in AMS:

  • If a client opts out, go to the Insured Record → Notes and log “SMS Opt-Out received on [Date] – updated in platform”.

  • Tag it Text – Opt-Out.

• Compliance Confirmation:

  • Once setup is complete, navigate to Agency Profile → Notes.

  • Add a Note stating “Texting compliance procedures implemented on [Date]”.

  • Tag it TCPA Setup Complete.

Develop Text Templates

Purpose: Standardize and simplify common text communications.

Workflow Goal: Create concise, compliant templates stored in AMS for agency-wide use.

Process in Momentum AMS:

• Identify Use Cases: Renewal reminders, payment reminders, appointment confirmations, claim status updates.

• Create and Store Templates:

  • Go to Miscellaneous → Description Templates.
    Follow the steps in the linked article on How to set up Description Templates for detailed guidance. 

  • Upload approved text templates (Word or PDF) with clear names such as “Renewal Reminder – SMS” or “Payment Reminder – SMS”.

• Reference in AMS:

  • When sending a text via Twilio or RingCentral integration, copy/paste from Shared Files, or use the template stored in your texting platform.

• Document Template Creation:

  • Add a Note in Agency Profile → Notes: “Standard text templates created for [Use Case] on [Date]”.

  • Tag it Text – Template Created.

Coordinate Text Notifications

Purpose: Align text notifications with agency workflows for timely, relevant communication.

Workflow Goal: Ensure text notifications are triggered by opportunity stages, tasks, or renewal workflows.

Process in Momentum AMS:

• Identify Workflow Triggers:

  • For example:

    • New Business: Opportunity Stage = New Lead.

    • Renewals: Renewal Center → filter policies expiring in 60 days.

    • Claims: Service Requests tagged Claims.

• Create Text Triggers (via integration):

  • In Momentum Automation Center (or connected CRM), link triggers such as “Stage = Renewal Reminder” to send an SMS template.

• Track in AMS:

  • For each triggered message, Momentum automatically logs the activity under the Insured Record → Activity Feed.

• Manual Documentation:

  • If sending a one-off text, add a Note: “Text notification sent for renewal reminder on [Date]”.

  • Tag as Text – Notification Sent.

Analyze Campaign Responses

Purpose: Refine outreach by monitoring customer engagement with texts.

Workflow Goal: Use AMS and platform reports to measure response success and optimize strategy.

Process in Momentum AMS:

• Export Response Data:

  • From Twilio or RingCentral, download delivery and response reports.

• Upload Reports to AMS:

  • Navigate to Agency Profile → Files → Agency Files.

  • Upload monthly response logs with clear names (e.g., “Renewal Campaign SMS Report – Aug 2025”).

• Document Analysis in AMS:

  • Go to Agency Profile → Notes.

  • Add a Note: “Text campaign analysis completed – 38% response rate for renewal reminders”.

  • Tag as Text – Analyzed or Campaign – Reviewed.

Record Telemarketing Interactions

Purpose: Maintain a secure audit trail of all texts for compliance, accountability, and customer service.

Workflow Goal: Ensure all inbound/outbound texts are archived and linked to insured records.

Process in Momentum AMS:

• Check Message Archiving:

  • Twilio and RingCentral sync messages to Momentum AMS (if integration enabled). These appear under Insured Record → Activity Feed.

• Manual Logging (if no auto-sync):

  • Navigate to Insured Record → Notes.

  • Add a Note: “Text received from [Number] on [Date] – message: [Copy content]”.

  • Tag as Text – Logged.

• Update Contact Info:

  • If voicemail/text includes updated details, edit the Insured Record → Details (phone, email, address).

  • Add a Note: “Updated contact info from text on [Date] – new number [xxx-xxx-xxxx]”.

  • Tag as Customer Info – Updated.

• Audit Prep:

  • Store text logs in Shared Files → Messaging Logs, keeping monthly exports from Twilio/RingCentral.

✅ Outcome: Agencies using Momentum AMS with Twilio or RingCentral integration can capture, send, and analyze text communications in a compliant way, while documenting every step in AMS for transparency and audits.