Conversations for Service Providers
The White Label messaging platform enables you, as Service Provider, to start a Software-as-a-Service business under your own brand and provide your customers conversational-style messaging software. It’s a turnkey solution that offers instant setup and configuration of customer accounts and allows your customers’ existing phone numbers to be text-enabled. White Label seamlessly interfaces with the Aerialink Gateway, connecting your customers to mobile end-users around the world. The subscription-based SaaS can be managed in Aerialink’s private cloud, your own private cloud or your customer’s own registered domain.
In this guide you will receive step-by-step instructions and learn concepts key for service provider setup of the application. To learn more about what the application is and how to perform functions as an Agent, see our For Agents guide. For standard admin instructions (like the ones your customers will need), check out For Admins
Please refer to the 8xx Reach tab on our Long Code Reach List for supported carriers on this route.
To get started with White Label, Aerialink will provision your own account so that you as the Service Provider can text with your customers. This setup also lays the framework for you to add sub-accounts and customers. You can choose a custom domain address or utilize a default conversations domain address with your company name.
Next, you as the Service Provider can brand your account using the Theme feature to add logos and select a color scheme. This “Owner Theme” can also be used for any of the companies - your customers’ sub-accounts - set up under your account, or they can each have their own theme.
White Label enables Service Provider-level accounts to create and manage multiple “companies” within the application, and select the functionality each company will receive. Each company is a self-contained instance of the application that can be modified to suit your needs as a service provider, and is used by your customers. Although you will attribute administrative accounts within each company which will give those users admin control over that specific company, they will not be able to access the service provider account.
The Service Provider will set up their customer’s company account by initiating a request to Aerialink. Once the account is provisioned in the Aerialink Platform, the Service Provider can add the company.
Service providers can also manage a company’s Agents, numbers and groups.
The dashboard of a service provider looks similar to any other account with one exception - access to the Service Provider Menu.
To access the service provider menu:
- Log into the application
- Click the dropdown for your company, located in the upper right-hand corner of the page.
- Select “Service Provider Menu.”
Conversations for Service Providers offers many optional features you can use to customize your Conversations experience for you and your users, such as:
- Email forwarding by user
- TXT relay by user (forwards messages to the native messaging app on an Agent’s mobile device)
- Account-wide MMS enabling
- Number-specific MMS enabling (allow inbound and/or outbound)
- Message concatenation enabling
- Private groups
- Agent-Number lock (allows Agents to send messages only from numbers assigned to them)
- Country code requirement disabling (+1 will no longer be required when setting contact number for end-users)
- Dealer Intelligence Repair Order Status*
*Available to auto dealers with Dealer Intelligence on their accounts
As a White Label user, you can alter two themes - the Service Provider theme and the Company theme. Setting the Service Provider theme allows you to fix the application’s color scheme, your Service Provider logo, the application logo and application name for all company accounts set up under your Service Provider account. Then, any Company-level theme beneath your Service Provider account can alter the theme somewhat by changing the color scheme or the company/application logo.
By default, a Service Provider’s theme carries over to each of their sub-accounts/companies. Each individual company has the ability to modify this default theme. The company may change the theme colors, and replace the Service Provider’s Application logo with their own logo. However, the Company cannot change or replace the Service Provider’s Logo.
To alter and customize your theme:
- From Settings, click “Theme” under the “APPLICATION” subsection on the left-hand sidebar.
- Select the turquoise “EDIT THEME” button at the top of the page.
Note that the tip text recommends a logo that is at least 350 pixels wide with a transparent background. However, be aware that transparency is only supported via GIF and PNG image types, so be sure to save your image as one of those two formats and that transparency is enabled upon saving. Otherwise, the image uploaded will display a white background.
Adding a new company requires the configuration of three components:
- “New Company” details.
- At least one number associated with the company.
- At least one Agent in the “admin” group.
- A new connection or subaccount under your Aerialink Platform Portal account. (See Account Structure below for details.)
You can access your Companies by clicking either on “Companies” under “COMPANIES” in the left-hand nav, or by clicking the “Companies” link on the Service Provider Overview page.
- Click the “Service Provider” link in the dropdown menu in the upper right corner.
- Access “Companies”
- Retrieve the API credentials from Aerialink Platform associated with your connection.
- Enter the desired settings for the company.
- Click when finished.
The proper structure of a Service Provider’s Platform Portal account is critical for the delivery of customer-level transaction reporting and invoicing. Please review the Account Structure options and discuss with your Aerialink or CSF Corp sales person during onboarding.
In summary, a parent-subaccount structure allows us to prepare your invoice broken down by customer. If you don’t need that level of invoicing (e.g. you have a system external to Aerialink which segments transactions by customer) then we would structure your Platform Portal account with a unique connection for each of your customers instead of using subaccounts. Whichever format you utilize, both provide segmentation for better reporting capabilities and will align to your Conversations subaccounts for the addition of new numbers.
You can add a connection through the Connections API, or simply email firstname.lastname@example.org and our team will set your new connection or subaccount up for you. If you need separate invoicing for the new Company, request a subaccount; if you don’t, request a new connection with a Conversations endpoint. As a best practice:
- Please provide the team the same name for the new connection or subaccount that you intend to use for the new Company in Conversations (e.g. specify in your support request to name it “ABC Company.”)
- Specify the number(s) that will be associated with the new Company so that they can be added to the connection or subaccount.
Once this has been set up, you will use the API credentials for the connection/subaccount to link the Company on Conversations to your Platform Portal account and send traffic.
A company’s account configuration may be set to this view on the Company Profile page. Enabling Individual View removes some features for a simplified user experience designed for a single user. Some of the changes are outlined below.
Because the Message Center will now be used by only one person:
- “Owner” button is removed, thereby disabling “Transfer” and “Claim Ownership.”
- “Just Mine,” “My Groups” and “Unassigned” Views are removed
Because this configuration allows for only one Agent and one number:
- “Company Profile” is disabled
- “Agents” is disabled
- “Business Numbers” is disabled
- “Auto-Assign by Number” is disabled
- “Groups” is disabled
- Quick Replies can no longer be “shared.”
A company’s account configuration may be set to allow concatenated messages which removes the 160 character limitation. If concatenated messages are enabled, an Agent may include up to 459 characters/spaces in a single message send. This is sent as multiple messages.
Important Note: Unlike the AT&T, Verizon and T-Mobile networks which support concatenation - automatically splitting their messages and then sewing them back together in order - the Sprint network lacks this support. Therefore, messages in excess of 160 characters may arrive at Sprint destination handsets out of order. Because of this, the standard 160-character limit is recommended.
Delivery of MMS (Multimedia Messages) to U.S. and Canadian destinations is supported on 8XX and standard business numbers, as well as on U.S. short codes specifically certified for MMS delivery. Additional details regarding file type and size can be found here, but note that images are resized by the application for improved delivery to carriers.
A Service Provider account may enable a sub-account with MMS. Note that once the account is MMS-enabled, each individual number must also be MMS-enabled. In other words, MMS is enabled at both the connection and the number level.
|Name||Account business name|
|Is a Trial Account||Optional indicator flag||Viewable by Service Provider to track which accounts are trial accounts. It does not limit functionality.|
|API Key||Part 1 of 2 credentials that handshake the application with the Cloud Communications Platform.||Cut this from the Platform Portal and paste in this field.|
|API Secret||Part 2 of 2 credentials that handshake the application with the Cloud Communications Platform.||Cut this from the Platform Portal and paste in this field.|
|Custom Domain||Custom URL if you have upgraded to a custom domain.|
|Individual View||A “lite” version of the application designed for a single Agent.||The following features are removed: ownership transfer, “Who’s Online,” Groups, Quick Reply sharing and Click-to-Text.|
|Limit Number of Agents||SP may control the maximum number of business users per account.||Leave blank for no limit. The count does not include disabled users.|
|Allow Concatenated Messages||Allows long messages up to 459 characters in length.||Long SMS will be segmented into multiple messages and charged for the message rate per each message segment.|
|Allow Inbound MMS||Account supports inbound MMS messages.||MMS must also be enabled at the business number level.|
|Allow Outbound MMS||Account supports outbound MMS delivery.||MMS must also be enabled at the business number level.|
|Distribution List Limit (Standard Numbers)||At the time of send, the system checks this figure against the number of mobile numbers on the distribution list.||When the mobile list is greater than the limit in this field, the application will display a notification alert in the header that stops the message delivery process.|
|Distribution List Limit (8XX and Short Codes)||At the time of send, the system checks this figure against the number of mobile numbers on the distribution list.||When the mobile list is greater than the limit in this field, the application will display a notification alert in the header that stops the message delivery process.|
|Click-to-Text||Configure a webpage button and outbound message that allows visitors to initiate a text conversation.|
|Explicitly Require +1 Country Code on Mobile End-User Numbers||When checked, messages can only be initiated to mobile end-user numbers with a +1 country code (USA and Canada).||Unchecked by default.|
|Privacy||Conversations assigned to an individual agent will only be visible to that agent and other agents in the owner’s Group.||Applies only when private Groups exist. If unchecked, individually owned conversations are visible to all.|
|Agent Limitations: Send Only from Assigned Numbers||Agents can only initiate conversations from business numbers assigned to themselves or Groups of which they are a member.|
|Agent Limitations: Restrict All Agents from Adding New Contacts||Agents can only initiate conversations to Mobile End-Users who are registered in the application.|
|Waiting for Reply Flag||Triggers a “customer is waiting for a reply” flag.||Enter the minutes in the field to indicate the amount of time passing before the “waiting” flag is triggered.|
To add an Agent a Company you’ve created:
- Select the Company to which you wish to add the Agent.
- Once inside the Company, click “NEW AGENT FOR COMPANY.”
- Ensure that the desired company is selected in the “Company” field, then fill out the information for the Agent.
- When finished, click “ADD AGENT.”
To restrict the number of Agents that can be added to a Company:
- Access your Service Provider menu.
- Where the max number of Agents is left blank by default, insert the number you would like the cap to be. Leaving it blank allows it to remain uncapped.
In order for your customer’s account to work, you must add at least one text-enabled number.
A single company may have add multiple numbers. A number may be set to auto-assign to a specific Agent or group.
- From the desired Company’s page, click “NEW NUMBER FOR COMPANY.”
- In the “Name” field, enter a name unique to the code you are adding. (optional)
- In the “Number” field, enter an Aerialink long-code, TEXT number, or SMS-enabled Toll-Free Number you wish to associate with the specific Company’s account.
- Select the Company.
- Choose which Agent(s) or group(s) (if any) you would like to receive the number’s messages automatically.
- Select “SAVE NUMBER” when finished.
Bear in mind that Numbers can also be viewed on the account level for you as a Service Provider. If you select “Numbers” under “APPLICATION” on the left-hand side, you can add a new number without going through the individual Company’s page - this is convenient if you are adding multiple numbers to multiple Companies simultaneously.
The “Admin” group is created by default when a Company is created. To add additional groups:
- Click “Groups” under the Application section of Settings.
- If no Groups exist, click “New Group.”
- Choose the Company the group will exist within. This will also determine which Agents can be a part of the Group, as only Agents within that same Company will have access to that Group.
- Enter the Internal Name the application will use for the Group.
- Enter the Nice Name you wish your Agents to see.
For more details about opt-ins and opt-outs, see the Agents User Guide.
There are some additional options for Service Providers which can and may be enabled on the application account:
- By default, the gateway’s “Enforce-Opt Out” blocking agent is disabled to allow application-level logic to manage opt-out.
- Service Providers can set up a gateway-level, auto opt-out confirmation message in the platform portal via the Hosted Auto Replies feature (e.g. “You have opted out and will receive no more messages”). This is not a requirement, but an optional courtesy message to provide confirmation to a user that the opt-out did in fact get logged.
- A single gateway-level message can be applied across connections and numbers, or the message can be customized by connection and number.
This page was last updated 1551989180833