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Send Text Messages (SMS)

Important Notice Regarding Twilio Messaging and A2P 10DLC Compliance

The Visp Web App is configured to work with Twilio for SMS messaging. However, recent changes to U.S. regulations require businesses to register their messaging use cases with Twilio under the A2P 10DLC framework.

What is A2P 10DLC?

A2P 10DLC stands for Application-to-Person 10-Digit Long Code. It’s a system designed to improve the deliverability and trustworthiness of business text messages.

What does this mean for you?

In most cases, your Twilio messaging should continue to function normally. However, if you experience any disruptions in service or message delivery, it may be due to the new A2P 10DLC requirements.

What to do if you encounter issues:

If you suspect your Twilio messaging is being affected by A2P 10DLC, don’t hesitate to get in touch with Twilio directly for assistance. They can help you register your use case and resolve any issues you may be having.

For more information about A2P 10DLC, please visit the Twilio Help Center.

How to Create a Twilio Account

The Short-Messaging-Service (SMS) feature in VISP allows you to send text messages to your customers, technicians or vendors.

To set this up, you must first create a Twilio account. Go to https://www.twilio.com/try-twilio and register, or login via https://www.twilio.com/login to use an existing Twilio account.

After signing in to your Twilio account, go to your dashboard.

Get Your Phone Number, Account SID and Auth Token

On your dashboard, do the following:

Get a new phone number from Twilio, or use the limited trial number if you’re simply testing the service. If you have an old number you want to use, you can port it over to Twilio.
Get a copy of your Account SID and Auth Token.

Note: Porting a phone number can take up to four weeks to finish.

To buy a new phone number, go to Phone Numbers > Manage > Buy a number

Enable Self-Service Links

To set up the ability for your customers to receive notifications on their ticket numbers and account balance, enable the messaging webhook on Twilio. Follow the instructions below:

After buying a phone number from Twilio or after setting up your limited trial number, go to your Active Numbers list, by clicking on Phone Numbers > Manage > Active Numbers, on the left sidebar.

Next, click on your phone number to open the configuration page. Scroll down to get to the Messaging section.

In the section that says, “A message comes in,” make sure the dropdown option says Webhook and then add a link to the next field that points to https://coms.visp.net/twilio-receiveMessage/

IMPORTANT: The complete link should contain your VISP ID. To get your VISP ID, contact your VISP success team via chat or through email at success@visp.net.

Your final URL should display something similar to this example: https://coms.visp.net/twilio-receiveMessage/123456

Setup VISP Integration

Go to your Menu and select the Messaging Service feature.

In the Messaging Service window, click on the pencil icon to edit the Twilio option in VISP.

In the Twilio Configuration page, do the following:

Enable Twilio (SMS)
Enter your Account SID
Enter your Auth Token
Add your Twilio Number
Save your work when done.

A separate window will open that completes the setup.

Sending SMS

To test if the setup is successful, do the following:

Go to your Subscriber’s list, hover and click on the vertical ellipsis on the subscriber you want to send a message to.
Click on Message Subscriber in the selection.
A window will open. Click on the SMS radio button.
Write your message.
Save or Send your work.

Receiving Replies on Tickets via SMS

Here are some of the commands accepted by your Twilio phone number, to allow customers to check ticket status or reply to existing tickets.

The command below allows your customers to reply to existing tickets in VISP

TICKET REPLY , e.g. TICKET 12345 REPLY Thanks for the update!

The command below allows your customers to check on the status or updates from a ticket.

TICKET e.g. TICKET 12345

The command below allows your customers to view their current balance.

BALANCE

The command below allows your customers to process and pay for their bills through the VISP portal.

PAYNOW

Your customers can get their ticket numbers and details from their account management portal, or you can do a notification blast to your customers containing their ticket numbers.

At the moment, creating tickets can be done via email only, or by having your staff internally creating the ticket from customers that text or send their questions or requests via SMS.

Add Prospects or Subscribers

Add a new subscriber or prospect in Visp by filling out the required fields, completing billing details, and clicking “Add.” Optionally, auto-generate the username and password.

How to Update Customer Service and Billing Contact / Address Information

Update contact details in Visp by editing the customer profile, adjusting necessary fields, and saving changes. Add separate billing information if required

How to Set up a Parent Account with Linked Child or Sub-Accounts?

Set up parent-child accounts in Visp to manage multiple accounts and consolidate billing. Use the “bill all to another” feature to streamline payments.

Allow Customers to Create Their Passwords

When a new user is added to VISP, a password reset link is sent to their email for account setup. If the email is missing, a system-generated or manually created password is used.

Deleting a Subscriber

To delete a subscriber in VISP, select the subscriber, click the three dots, and choose “Archive.” To restore an archived subscriber, search in the Archive column, and select “Unarchive.”

(Workflow) Archive Subscribers

To archive a subscriber in VISP, ensure no outstanding balances, collect any equipment, and deactivate services before selecting “Archive.”

Options When a Customer is Archived

When archiving a customer in VISP, options include removing packages, writing off bad debt, and deleting saved card information after 90 days.

Subscriber Payment Workflow

Process one-time payments, save or add payment methods, and set up autopay and automatic retry options in VISP.

Workflow: Receive Check and Cash Payments in Visp

Process cash or check payments in VISP by selecting the payment method, entering details, and posting the payment for accurate financial records.

Process NACHA Payments

Activate NACHA in VISP for secure eCheck payments by configuring settings, setting NACHA as default, and processing payments while managing reports, refunds, and reversals.

Add a Package to a Prospect or Subscriber

Add a package to a prospect or subscriber in VISP by selecting a package, setting the billing date, activating the service, verifying devices, adding charges to invoices, and sending the invoice via email.

Enable and Configure Subscriber Alerts

Enable and configure subscriber alerts in VISP by adding alerts, customizing settings, choosing icons, entering messages, and setting navigation links to enhance team communication and streamline workflows.

Attach Files to Emails

Attach files to emails in VISP by using the paper clip icon in the email editor for mass emails or by clicking an email address in a subscriber’s profile.

Filters

Manage and customize subscriber lists in VISP by adding or editing filters through the search field to streamline operations and group subscribers based on specific criteria.

Add a New Filter

To add a new filter in VISP, access your Subscriber list, click the search bar, choose “New Filter,” set the data source, operator, and criteria, then save or email the filtered subscribers.

Create and Customize a Filter

Attach files to emails in VISP by using the paper clip icon in the email editor for mass emails or by clicking an email address in a subscriber’s profile.

Automate the Reactivation of Hibernated Packages

To automate reactivation of hibernated packages in VISP, enable auto-reactivation, set a reactivation date using the date picker, and save changes.

Workflow: Cancellation Surveys

Enable cancellation surveys in CRM, archive the subscriber with a reason, and view archived accounts in the Archived table.

Upgrade Subscriber Service or Package

To upgrade a subscriber’s package, add a new package, move active services to it, and confirm changes. The old package will become inactive automatically.

Suspend a Package

To suspend a subscriber’s package, select the subscriber, choose the package, and click “Suspend.” All services in the package will be suspended. To unsuspend, click “Unsuspend.”

Hibernate a Package

To hibernate a subscriber’s package, open their account, select an active package, and click “Hibernate.” This will stop billing until reactivation. Note: Only internet service packages can be hibernated.

Usage-Based Billing

Enable it in Main Menu > Billing Tab > Packages > Provisioning. For individual subscribers, configure settings under Usage-Based Billing in their package. Save changes.

How to Delete a Package

To suspend a subscriber’s package, select the subscriber, choose the package, and click “Suspend.” All services in the package will be suspended. To unsuspend, click “Unsuspend.”

Deactivate a Service

Select a subscriber, go to Packages and Services, expand the package, choose the service to deactivate, and click Deactivate.

Change or Update Subscriber Internet Speed

Select a subscriber > Packages > expand package details > go to Speed Limits to adjust speeds. Save.

Activate Package Hibernation

Learn how to activate package hibernation in Visp, enabling temporary suspension of internet services while allowing customization and reactivation options.

Activate a Package or Service

Learn how to activate packages or services for subscribers in Visp with step-by-step instructions.

Upgrade Packages via the Change Option

Learn how to upgrade packages in Visp using the Change option, including billing adjustments for pro-rated charges, credits, and next invoice scheduling.

Package Upgrade (Move Process)

Learn how to activate package hibernation in Visp, enabling temporary suspension of internet services while allowing customization and reactivation options.

Add and Configure Packages

Learn how to add and configure packages in Visp, including setting up package details, pricing, services, taxes, and speed limits, and managing package options.

Create a Package (Basic Guide)

Learn how to create and configure packages in Visp, including setting package details, pricing, services, and speed limits. Discover how to add services, set recurring rates, and manage provisioning options.

How to Add a Quote?

Discover how to add, customize, and send quotes in Visp, including adding packages and items, viewing PDFs, emailing quotes, and converting them to invoices.

How to Apply Credits to a Customer’s Account

Learn how to add and configure packages in Visp, including setting up package details, pricing, services, taxes, and speed limits, and managing package options.

ISP Logs

Discover how to use the ISP Logs section in Visp to review historical changes, filter data by date range, and access related documents like payments and equipment lists.

Enable Automatic Payment of Invoices to VISP.net

Enable automatic payment for your invoices in Visp.net by setting up billing reminders, adding a balance threshold, and scheduling payments.

Receive Payments

Learn how to add and configure packages in Visp, including setting up package details, pricing, services, taxes, and speed limits, and managing package options.

Managing Equipment in Archived Customer Accounts

Learn how to manage equipment in archived customer accounts in VISP, ensuring proper tracking and retrieval for ISPs dealing with high-turnover locations like apartments or condos.

Dashboard Customization Guide

Enable automatic payment for your invoices in Visp.net by setting up billing reminders, adding a balance threshold, and scheduling payments.

Packages & Invoices

Workflow: Adding New Items

Discover how to add new billing items in Visp using the Items Manager. Learn to create item profiles, assign codes, choose types, and manage activation with ease.

Workflow: Archive Customers

Learn how to archive customers in Visp, handle equipment returns, write off bad debt, remove expired cards, and manage cancellation surveys to maintain a clean customer database.

Workflow: Receiving Money Order Payments

Learn the step-by-step workflow for processing money order payments in Visp, from receiving and recording the payment to applying it to customer accounts and updating balances.

Workflow: Processing Refunds

Learn how to enable and process refunds or void transactions in Visp, including setting up refund permissions and reviewing transactions.

Update Billing Cycle

Learn how to update a subscriber’s billing cycle in Visp, including options to apply changes on the next invoice, reverse charges for unused days, or reverse charges for unused months.

How to Create a New Invoice and Add Invoice Items

Learn how to create new invoices and add or customize invoice items in Visp to streamline your billing process.

Edit an Invoice

Learn how to create new invoices and add or customize invoice items in Visp to streamline your billing process.

Delete an Invoice

Learn how to update a subscriber’s billing cycle in Visp, including options to apply changes on the next invoice, reverse charges for unused days, or reverse charges for unused months.

How to Void an Invoice?

Learn how to void an invoice in Visp by selecting the invoice from a subscriber’s Transactions tab and using the “Void this Invoice” option.

Add Equipment Charge to an Invoice

Learn how to add and configure equipment charges to a subscriber’s invoice in Visp to ensure accurate billing and equipment management.

How to Add a Credit Memo?

Learn how to add, view, and manage credit memos in Visp, including applying them to invoices and sending them via email.

Add a One-Time Discount

Learn how to apply a one-time discount to an invoice in Visp, including setting item details and configuring discount rates.

Adding a Credit or Debit Memo

Learn how to add a credit or debit memo to a subscriber’s account in Visp, including adjusting accounts receivable or payable with detailed steps and descriptions.

Recurring Discount

Discover how to add a recurring discount to future invoices in Visp by creating a custom line item and enabling the recurring option.

Bill-to-Another Feature

Learn how to apply a one-time discount to an invoice in Visp, including setting item details and configuring discount rates.

Add Scheduled Actions (Reschedule Late Fee / Suspension)

Discover how to reschedule suspensions and late fees in Visp by adding scheduled actions to adjust dates and manage payment extensions effectively.

Set Manual Invoice Dates

Learn how to manually set invoice dates in Visp, ensuring they align with package start dates and billing options for accurate invoicing.

Credit Memo

Learn how to apply a one-time discount to an invoice in Visp, including setting item details and configuring discount rates.

Refunds

Learn how to process refunds in Visp, including voiding transactions, enabling refund options in payment gateway settings, and handling refund policies.

Bill All to Another

Simplify billing with the “Bill All to Another” feature in Visp, allowing the transfer of all invoices and charges from a child account to a parent account.

Setup Multiple Payment Gateways for Different Billing Methods

Learn how to apply a one-time discount to an invoice in Visp, including setting item details and configuring discount rates.

Add Scheduled Actions (Reschedule Late Fee / Suspension)

Learn how to easily reschedule late fees or suspensions for subscribers in VISP using the ‘Add Scheduled Actions’ feature with step-by-step instructions.

Logs

Remove or Update Card Information

Learn how to remove or update card information in Visp, including adding a new card, enabling autopay, and setting up automatic retry for secure and efficient billing.