FAQs

FAQs2019-12-21T10:10:20+00:00
Rocket Chat Best Practices2019-12-09T10:50:41+00:00

Research shows that the amount of consumers that would prefer to communicate via text rather than live chat is continuing to grow. Capture important customer information and allow your customers to take the confirmation anywhere they are. Here are some tips to make the most out of Rocket Chat.

1. Compose a simple/impactful call to action message

The first interaction your customers will have with Rocket Chat is the auto prompt message that appears in the chat bubble. Make sure that the message lets consumers know you are available and are willing to help immediately.

2. Choose colors that will make your chat widget stand out

Make sure that you select colors that will help Rocket Chat stand out on your website. Without sacrificing your brand colors you want your chat widget to not get lost on your website.

3. Make sure you have someone to respond to messages quickly

Don’t keep your consumers waiting, research shows that the faster you can respond to a prospect the higher likelihood you are to convert them to a customer.

4. Respond professionally and politely

Keep conversations with your consumers professional. Adding a little personality to your messages helps your consumers feel like they are not speaking to a robot. Most of all being polite is the most important thing you can do when communicating with consumers.

Rocket Chat FAQs

1. How do I set up Rocket Chat on my website?

Setup is easy. Copy the javascript widget code and place before the closing tag of your website.

2. Does it work on Desktop and Mobile devices?

Yes. Rocket Chat will work on both your desktop website and mobile website.

3. Will Rocket Text affect the performance of my website?

Rocket Chat like all other scripts on your website will appear on performance reports. However, Rocket Chat is a low weight script that loads at the end of your website and should not impact the speed of your website.

How to setup Rocket Chat2019-12-21T10:09:04+00:00

Rocket Text provides you with a chat widget that you can customize and embed directly on your website. Rocket Chat allows your customers to send you a message directly to you from your website. This will give you an overview of how Rocket Chat is setup.

Here is a brief walkthrough of Rocket Chat

1. Rocket Chat script

This is the area where you can highlight and copy this script and embed it on your website.

2. Chat Bubble editor

You can add text, and images to this area to customize the branding and message to your customers.

3. Rocket Chat color

Change the color of the Rocket Chat widget in this section

4. Widget Preview

You can see how your widget will appear once text/images and colors are edited

5. Email Widget Code

If you work with a developer or another company to manage your website you can send them the Rocket Chat code using this feature.

Rocket Text Roles and Permissions2019-12-07T19:24:00+00:00

Adjusting user roles and permissions in Rocket Text is easy below are instructions on how to do so.

Where to adjust roles for each agent

To adjust roles just navigate to Admin > Agents and click on the pencil icon of the agent you would like to adjust.

Then toggle which role you would like the agent to have

Below is break down of the roles and permissions assigned to those roles in Rocket Text.

Company Admin
Can see ONLY the company they are assigned to and modify all of the following:

  • Can view, modify, create Company Admin, and Agents
  • Can view, add, modify, delete Company Info
  • Can view, add, modify, delete External Review Sites & Custom Review Form Configuration
  • Can view, add, modify, delete users in Team Settings
  • Can view API Key
  • Can create, modify Communication Widget
  • Can add, modify, delete templates in SMS Templates
  • Can add, modify, delete billing details in Billing
  • Can view, connect third party applications in Integrations
  • Can add, modify, delete emails, and phone numbers in Notifications
  • Can see and respond to Messages
  • Can assign themselves as well as other Company Admins or Agents to specific messages.
  • Can view, and run all Reports
  • Can view Dashboard

Agents
Can view, modify, THEIR User Account Profile

    Can assign specific messages themselves as well as other Agents or Company Admins within their company

  • Can see and respond to Messages
  • Can view, and run all Reports
  • Can view Dashboard
How do I add a new user?2019-12-07T19:26:29+00:00

Here is a step by step guide on how to add users in Rocket Text.

Here is a brief walkthrough of the Agent section in Rocket Text admin:

1. + Add Agent Button

The “Add Agent” button allows a company admin to add additional Company Admins and Agents.

2. User Search

Use this to search for a specific user.

3. User Actions

The user actions allow you view/edit information about a specific user and are broken down as follows:

  • Eye Icon: Allows you to view details of the user
  • Pencil Icon: Allows you to edit details of the user
  • Arrow Right Icon: Allows a company admin to impersonate that user
  • Trash Icon: Allows a company admin to delete the specific user

To add a user:

1. Click on the “+ Add Agent” button on the top right

2. Enter in the Agent details in the popup

*Adding an Agent image will not instantly appear once uploaded, so don’t be alarmed if you do not see it when creating the agent.

Currently, the user roles in Rocket Text are classified as Company Admin and Agents. To learn more about roles and permissions click here.

Integrations2019-12-07T15:58:53+00:00

Rocket Text is integrating with a growing number of CRMs, Marketing Tools, and Dispatch softwares.

What is integration?

An integration, is the connection of data, applications, APIs, and devices with Rocket Text to be more efficient, productive, and agile.

Why are integrations beneficial?

Integrations help to make your data and teams more efficient, by removing the need to manually move data from one software to another. Integrations allow your data to be channeled to different platforms (CRMs, Email Marketing Tools, etc) at once. With Rocket Text you can also use integrations to grow your review counts on different review aggregators such as Google, Facebook, Yelp and many others.

How to connect Instagram with Rocket Text2019-12-07T16:30:35+00:00

With Rocket Text you can connect different channels to give your company a competitive edge to get more leads and generate additional sales. Now you can give customers the option to text your Podium number from your Instagram business page.

To connect your Rocket Text phone number to your business’ Instagram, follow these steps:

1. Tap Edit Profile from your Instagram Mobile App

2. Scroll down and press “Contact Options”

3. Add your Rocket Text phone number by selecting the phone number field

4. Once you add your Rocket Text phone number, tap it and select “Text”

You will now start receiving texts to your Rocket Text Messenger from customers who click “Text” on your business’ Instagram page. Currently, there isn’t a way to distinguish these messages as coming from Instagram. They will appear the same as a text message.

How to create Quick SMS Templates2019-12-07T11:19:38+00:00

Using Quick SMS Templates in Rocket Text can save your agents time and promote consistent communication with your customers.

It’s very easy to create new SMS templates in Rocket Text. From the Admin section navigate to SMS Templates in the menu. Once there select “Add sms template” in the upper right of the page.

This will open an editor that allows you to build a new template.

Using variables inside Quick SMS Templates

Using variables in Quick SMS Templates is a great way to personalize your templates.

Variables will allow agents to address customers by name, personalize templates with the agent’s name. You can include your company name and phone number in the templates as well. Below is a list of available variables:

  • {{contactname}} – This variable is used to place the customer’s name in a message
  • {{companyname}} – This variable is used to place the company’s name in a message
  • {{agentname}} – This variable is used to place the agent’s name in a message

How do I identify where my incoming message came from?2019-12-06T15:22:08+00:00

Rocket Text allows you to manage incoming messages from multiple providers in one place. You can respond to customers who message you from your website chat, website forms, Instagram, Google Click-to-Message ads and regular text (SMS) messages. At this point, we don’t have a way of differentiating the different lead sources but we are actively working on adding that functionality.

Getting to know the Messenger2019-12-06T15:31:31+00:00

Here is an overview of the functionality of the Rocket Text Messenger.

To make sure you know where everything is in Rocket Text Messenger we put together this map to help you out.

1. Messenger Inbox

This left side of the dashboard is where you can see all messages that have come in through Rocket Text. From here messages can be responded to, archived and deleted.

2. Messenger Search

If your inbox has many active messages you can search for specific messages by the customer’s phone number.

3. Additional Setting / Get Help

If you ever have a question or need help, you can always reach out to us. You can also manage the following settings here:

  • Notifications
  • Audio Alerts
  • View Archived Messages

4. New Messages

By clicking the “Start chat” button you can compose a new message to a customer direct within Rocket Text Messenger. Just include the customer’s Name, Phone Number and message.

5. Customer Info

You can see the customer’s name and phone number in this area. You can also update the customer’s name as well by clicking on the name.

6. Send review request

Clicking this button will automatically add the review link URL in the chat message.

7. Lead Status Management

This area allows you to select what lead status the customer is. You can choose from the following options:

  • Lead Won – Use this if a sale or an appointment occurred as a result of an incoming customer message.
  • Lead Lost – Use this if a sale or an appointment did not occur as a result of an incoming customer message.
  • Canceled – This can be used if an incoming message came in to cancel a scheduled appointment.
  • Resolved – If a customer was making a general inquiry or needed help and you were able to provide that help you this option.
  • Unresolved – If a customer was making a general inquiry or needed help and you were unable to provide that help you this option.

8. Customer Information

Customer information such as name and phone number can be viewed here.

9. Agent Assignment

You can assign which agent you want to manage a particular message here

10. Quick SMS Templates

Once Quick SMS Templates are created an enabled they will appear here. You can use these to respond to some of the most frequently asked questions you receive.

11. Message Quick Action Icons

Message Quick Action items are set of three icons, each with their own unique functionality:

  • 1. Paper Clip Icon: This icon allows the agent to add an image to the outgoing message to the customer.
  • 2. Star Icon: This icon will allow an agent to include a review survey URL in the outgoing message to the customer.
  • 3. Plue Icon: This icon will allow an agent to use additional Quick SMS Templates.
How to setup the Gravity Forms Addon2019-12-06T15:32:52+00:00

Easily integrate all of your WordPress forms with Rocket Text. Manage your leads more effectively with the best communication plugin for WordPress.

Why Rocket Text recommends Gravity Forms.

The integration between Gravity Forms and Rocket Text’s platform provides value and simplicity to our mutual customers by making it easier to use the tools together to communicate effectively with web site visitors.

Below is a tutorial on how to set up Rocket Text with Gravity forms:

1. Download the Rocket Text addon for Gravity Forms here.

2. Upload the plugin into WordPress and activate it.

3. Navigate to Forms > Settings in the WordPress menu.

4. Navigate to Rocket Text.

5. Enter in your Rocket Text API Key. Your Rocket Text API key can be found here.

6. Navigate back to where the form is you want to add Rocket Text to and go to Settings > Rocket Text. If this is a new form, create it and then go to Settings > Rocket Text

7. Create the Rocket Text Feed.

8. Map your Gravity Form fields to the available Rocket Text fields

How to track chat events in Google Analytics2019-12-06T15:34:13+00:00

This tutorial assumes that you are already using Google Analytics on your website and are familiar with its basic functionality. The Rocket Text + Google Analytics integration lets you track chat events on your website. This data can be useful to help you measure how Rocket Text is affecting your website.

How to see Events in Google Analytics

You can see events in Google Analytics in your Events tab:

Events we send to Google Analytics

Rocket Text sends two events to Google Analytics:

  • Chat Bubble Opened
  • Conversation Started

Chat Bubble Opened fires when a customer has clicked on the Rocket Text chat bubble.
Conversation Started fires when a customer has successfully submitted a chat request using Rocket Text.

How many admins and agents can I have?2019-12-06T15:43:42+00:00

Currently, there is no limit to the number of Agents you can have in Rocket Text. Our flat-rate pricing model does not currently support per license pricing and there is no plan on changing to such a model.

Do I have to sign an annual agreement to use Rocket Text?2019-12-06T15:44:04+00:00

Rocket Text currently has no annual contracts. We are so confident in the value that we provide to our customers that we offer our services on a month to month basis. We know the more communication channels you use with Rocket Text the more you’ll love it.

Can Rocket Text be used for my business2019-12-06T15:44:31+00:00

Rocket Text was designed to be used for virtually any business. If you would like a new way to communicate with your customers then Rocket Text is for you.

Why aren’t my messages sending?2019-12-06T15:45:28+00:00

Some cellular service providers filter incoming messages. There is no standard practice for carrier filtering across all carriers. Filtering can range from a simple static list of prohibited terms, to advanced machine learning systems that constantly adapt based on the messages passing through them. Regardless of the system, carriers keep their filtering systems closely guarded secrets. Due to the ambiguous nature of these filtering mechanisms, Rocket Text is unable to say definitively how these systems work, or why a particular message was filtered.

To avoid your messages from being blocked or marked as “filtered” by your customer’s cellular service provider we recommend that you limit your messages to 160 characters or less. Messages that contain more than 160 characters cannot be guaranteed to arrive to the customer in the correct order in some cases at all because the message has to be broken up into two separate messages.

As a general rule try not to include multiple links in your message(s) as that can also get flagged as “filtered” by cellular carriers.

If you see that your messages are more than 160 characters long then consider breaking them up into 2 separate messages.

If you suspect that your Rocket Text SMS number has been flagged for spam and your messages are not being received at all from your customers please call your Rocket Text Client Success Manager so that number can be released and a new Rocket Text SMS number can be provisioned.

Tips to get the most out of the Rocket Text Messenger2019-12-06T15:45:53+00:00

Since texting (SMS) with your customers is a relatively new way to interact with them we put together some of the best practices to help you get the most out of Rocket Text.

1. Make it known to your customers that you can communicate via text message.

If you want your customers to know that you can communicate via text message then make sure that you use the Rocket Text Webchat widget. Also, place your Rocket Text number in prominent highly visible areas with clear calls to action letting your customers know that number can receive text messages. If you are worried about customers calling that number that’s OK too. Simply reach out to your Rocket Text Client Success Manager and we can setup your number to be forwarded to any phone number of your choosing.

2. Add as many communication channels as possible.

Your agents will be more efficient with every communication channel you add. With most of your customer interaction happening from one location your agents can respond faster to customer inquiries, generating more sales and improving customer satisfaction.

3. Keep it simple, direct, polite and consistent

Make sure every customer interaction counts by keeping your communication with them simple. Sending long elaborate messages may confuse a customer and lead to more communications between you and that customer than necessary. Be direct in your messaging as to remove any possible ambiguity from the conversation, but becare to not come off like a robot. Your customers want to know that their concerns are being attended to. Finding the balance between being direct and being polite is critical to effective SMS communication with your customers.

The best way to make sure you are having a consistent communication style with all of your customers is to use the Quick SMS Templates in Rocket Text. There, you can tailor responses to some of the most frequently asked questions from your customers. Not only will this help you avoid spelling and grammatical errors but it will also increase your agent’s speed and efficiency when communicating with your customers.

Here are a few templates you can use to respond to your customers

  • Business hours: We are open from . You can click on this link for driving directions:
  • Pricing w/link: Thanks for contacting us! Here is a link to the pricing page . Let me know if you have any additional questions.
  • Pricing generic: Thanks for contacting us! Our pricing varies depending on the specific need(s) that you may have. Can you tell me more about what is going on?
  • Driving directions: Our address is . You can click on this link for driving directions:
  • Asking for a review: Hi {{contactname}}. We value you as a customer and appreciate your trust in our services! Can you spare 1 minute to leave us a review?
  • Thanking them for their business: Thanks so much for the review {{contactname}}. Feel free to spread the word to your friends, family, and neighbors. If you ever need us again call
How do I send photos in Rocket Text?2019-12-06T15:49:31+00:00

Sending images through Rocket Text is easy. Below are instructions on how to include images in your messages to customers.

1. Click the paper click icon:

2. Select the image you would like to send:

How do I use quick SMS templates on the mobile app?2019-12-07T11:16:27+00:00

Using Quick SMS Templates in Rocket Text can save your agents time and promote consistent communication with your customers. When templates are created in the desktop application they will appear in the mobile app for use on the go.

Quick SMS Templates can easily be accessed on the Rocket Text mobile app from two different places.

1. Review Request Screen

2. Messenger Screen

How do I use quick SMS templates on desktop dashboard?2019-12-06T17:56:28+00:00

Quick SMS Templates are an easy way to interact with your customers and keep your messaging consistent. Once Quick SMS Templates are created accessing them is easy. Below are instructions:

1. The Quick SMS Templates can found directly above the message bar in the Rocket Text Messenger

2. Additional messages can be located by clicking the “+” icon in the message bar

How to I start a conversation with a customer via text?2019-11-28T15:43:25+00:00
How can a customer unsubscribe from messages?2019-12-06T17:10:20+00:00

STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT

If your customers wish to stop receiving messages from you, all they need to do is respond with: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT.

Default reply: You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe.

Any of these STOP keyword replies will prevent a customer from receiving new messages from the Rocket Text phone number they’re responding to. When Rocket Text receives one of these replies, we will create a “blacklist” entry on our side, and then pass the message on. Once we have a blacklist entry for a particular recipient phone number, any future attempts to message them will be met with a 400 response from our API, along with Error Code 21610 – Message cannot be sent to the ‘To’ number because the customer has replied with STOP. Recipients can disable this message stop, and resume receiving messages with the STARTYES, or UNSTOP commands as outlined below.

Only single-word messages will trigger the block. So, for example, replying STOP will stop the customer from receiving messages from that particular Twilio number, but replying “STOP PLEASE” or “PLEASE CANCEL” will not. Further, the block works and is logged even if your number currently has no messaging request URL.

Please note that these STOP keyword replies only apply to the most recent number that messaged the recipient. If you are using more than one Toll-Free number or Long Code for sending messages, you must take additional action separate from Rocket Text to prevent these customers from receiving messages from your other numbers. We recommend “blacklisting” numbers on your side when one of these message responses is received at your webhook.

Because your customer has already done business with you, and in many cases agreed to leave feedback, there is no legal requirement to include an ‘opt out’ in each message. As long as it isn’t a marketing promotion you do not have to display the opt-out information.

What happens when someone calls my Rocket Text number?2019-12-06T15:42:41+00:00

When someone tries to call your Rocket Text textable number, that call will be forwarded to the number associated with your Google listing, CRM campaign or any other voice-enabled phone number you provide.

This feature is currently in beta. If you would like to participate, contact your CSM.