Question

Text messaging in Karbon

  • 12 September 2022
  • 18 replies
  • 704 views

Userlevel 4
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Does anyone have a solution to add text messaging into Karbon?  We would like to see client texts sent to our phones come into the triage just like email and be able to respond via Karbon.


18 replies

Userlevel 7
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Hi @Jana, who do you use as a phone provider?

I’m considering building a DIY integration with Microsoft Teams and Karbon to add a note template for incoming and outgoing phone calls.

I did some reading on the DialPad API that might work nicely with Karbon’s API to add text messages as notes in Karbon.

Twilio also has a great API that could easily add text messages to Karbon.

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I’m considering building a DIY integration with Microsoft Teams and Karbon to add a note template for incoming and outgoing phone calls.

I think an integration with teams in this way sounds amazing!

Userlevel 4
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@max Hi Max,

I would love to learn more about text message integration with Karbon.  We currently use Crexendo as our phone system and have yet to set up any business text messaging. We need to do this soon as more and more of our clients prefer to text rather than email. In addition, since our communication with clients lives in Karbon, it would be excellent to attach their texts to a work item and timeline.  Thanks for your input.

 

Userlevel 7
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I’m working on a few other projects right now. 😕

However, I will circle back to this when I tackle SMS + Karbon.

How does that sound?

Userlevel 4
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Hi Max!  Thank you!!

Userlevel 2
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In Australia, we use Messagemedia which can send SMS via email.  We setup a special email address with the client’s mobile phone number (<mobilenumber>@e2s.messagemedia.com)  in the Contacts and then just send an email to this special email address.  They can then message back and it appears in Karbon just like a normal email conversation.

Works really well for us.

https://messagemedia.com/au/

Userlevel 6
Badge +10

We use RingCentral for our phone system, which allows for text messages on the direct lines and also our main line.  In our RingCentral settings, we can toggle a switch to send emails to us any time a text or voicemail comes in.  This works great, because now we have texts and voice message transcriptions in Triage, which can be tagged to the work or client.  

@max Did you ever explore the teams approach with text messaging.  We use YakChat in Teams for texting.  I tried to Zapier but the connector is not as straight forward as I was hoping.  

My current wish list for Karbon:

  1. Note Text messages automatically from Yakchat within the teams channel
  2. I just upgraded Teams premium so we could text message our appointment confirmations and reminders automatically.  But it is using teams platform not YakChat.  I would like our text line to be used across the board.
  3. I would also like our tax organizers to be built into our workflows, with yes/no and key updates. Lacerte Tax organizer is non-fill in, just non ocr pdf.  I tried to convert it using docdown in SmartVault but it is too labor intensive, same with Adobe.  I don’t want to mail this information anymore.  Anyone using lacerte??? that has moved to karbon and created their own organizer an engagement as a work engagement?  Thoughts?  Are others walking away from mailing them?  
  4. Tax engagement - I will integrate with our Tax Organizer approach.  Unless someone has better plan.

I feel like the text side of SMS should already be in Karbon.  I would like the client appointment also under the client record for lookback.  Right now we are manually documenting our client interactions too much.

Anyway, I appreciate your time.

 

Kristine

We used to use Senta and you were able to send texts from there which was really useful to ask clients for something urgent or even as them to check their emails. Would Karbon be able to add a feature like this?

We use Yak Chat for text message as it allows us third party verification and a shared inbox.  I had the feature turned on to send email of message.  We now can link to client, BUT… it is not the full conversation just each message as an email.  

Userlevel 1

Has there been any traction on this I am often sending texts to or from clients as well as calls currently I am just forwarding the texts in as a screenshot via email which is pretty janky would be great if there was some more functionality here..

Also some sort of telephone template would be great! 

Userlevel 3

I’ve been looking at VXT as a phone solution. Supposedly it integrates with Karbon to do what you’re describing. Right now we’re using Google Voice which is really not a great solution. I may switch to RingCentral or VXT depending on how well the two operate with Karbon

Userlevel 3
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So...we send “texts” to our clients out of Karbon.  We do that via email.  It is a work around that doesn’t cost anything extra.  You just need to know who your client's carrier is to look up the SMS gateway.  So for example, say my client has a phone number with Verizon.  I would send an email to 1234567890@vtext.com.  If it is AT&T it would go to 1234567890@txt.att.net.

Userlevel 4
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Does anyone have a solution to add text messaging into Karbon?  We would like to see client texts sent to our phones come into the triage just like email and be able to respond via Karbon.

 @max  As you know by now we use Google Workspace and with Google Voice we can text directly from Karbon.  Also, when the client texts us, we receive an email which then gets tagged to the client timeline so all communication be it text or email gets added automatically to the client timeline.  

Ours is similar to what @Heather Lancaster  is referencing with AT&T, but with a Google Voice line. 

@Jana  is that kind of what you are asking for?

 

BONUS TIP:  We also have forward filters to centralize 2FA codes when accessing client banking websites.  I don’t want our team getting those codes to their phone lines in the event of employee turnover, so I have them all sent to my line.  All codes get sent to 1 phone line(my line) and I have forwarding set up to a group email that all bookkeepers have access to(support@cfodentalpartners.com) so the team member requesting it gets it automatically and I don’t have to forward them 🤗

Userlevel 7
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Interesting approach, and something I didn’t think about, @drich208.

I used Google Voice when I was in high school and college and had all my text messages going to my email. The issue I had at the time was that no MMS/Picture/Video messages worked outside of T-Mobile, who had some kind of back-end arrangement with Google.

Are there any holes in your approach?

Are you able to get banks to let you use your VOIP number for verifications? We have run into several banks that require a straight carrier number for time-based codes.

With a little bit of development, I don’t think it would be difficult to build a small webapp that integrates with both Twillio and Karbon to send messages and store them as notes in Karbon on the appropriate timelines, but it’s too much for me right now.

We use Teams but I’m looking at switching to DialPad, which has a robust API which I think could also work well, having the added benefit of being able to send SMS messages from the business phone line.

@drich208 how do you text from Karbon using google voice?

Userlevel 4
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@drich208 how do you text from Karbon using google voice?

You can compose an email using the same email sequence Google uses to show texts as an email.

Not perfect, but here’s an example:

1208450[xxxx].1208559[xxxx].XbHkJ7WPdn@txt.voice.google.com

  • the first number is the sender(my work phone,last 4 numbers removed)
  • the second number is the recipient(my mobile, last 4 numbers removed)
  • the third is some type of code(a recipient ID?). 
  • this is the email address that Google creates when a text is first received by my Google Voice number
  • I can compose an email using this email address, without it being a reply

ALSO -- If you save this email under a contact as an additional email address -OR- as a separate contact with this email as the primary email, then attach the contact to the organization you’ll be able to email directly from it AND have it attach directly to the client timeline.

Userlevel 4
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@drich208 how do you text from Karbon using google voice?

You can compose an email using the same email sequence Google uses to show texts as an email.

Not perfect, but here’s an example:

1208450[xxxx].1208559[xxxx].XbHkJ7WPdn@txt.voice.google.com

  • the first number is the sender(my work phone,last 4 numbers removed)
  • the second number is the recipient(my mobile, last 4 numbers removed)
  • the third is some type of code(a recipient ID?). 
  • this is the email address that Google creates when a text is first received by my Google Voice number
  • I can compose an email using this email address, without it being a reply

ALSO -- If you save this email under a contact as an additional email address -OR- as a separate contact with this email as the primary email, then attach the contact to the organization you’ll be able to email directly from it AND have it attach directly to the client timeline.

 

 

@dcurran  I forgot to mention…

the text will be the body of your email.  Neither the subject nor your email autosignature will show up in the text.  You’ll also see the text show up on your Google Voice app as if you sent it from the app.  Kinda cool.

 

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