Every client informed.
More time for resolution.
With SMS Broadcast, pick a group from your PSA (professional services automation), write one message and reach affected clients within 60 seconds. Inbound ticket volume drops 70 to 90%, giving your team more time to resolve the issue behind "is anyone else seeing M365 down?"
- One group, every affected client
- < 60s
- Fewer tickets during an outage
- 87%
- Text message read rate vs ~22% email
- 98%
SEE IT AT WORK
Your outage update. Ready to send.
Live
- 0
- Delivered
- 42
- Queued
- 0
- Tickets prevented
| M365 outage, maintenance, all clear | ||
| Northwind Dental, all users42 contacts | 42 contacts | |
| 247 clients informed in 47 seconds. 42 delivered36 inbound tickets prevented, resolution broadcast queued. | 36 inbound tickets prevented, resolution broadcast queued. |
READY TO PUT TO WORK
Keep your clients informed.
Keep your team available.
An outage can bring 30+ duplicate tickets, 100+ Slack messages and two technicians answering "any update?" while your team works on a fix. SMS Broadcast gives your clients an update together, so your team spends less time answering "is anyone else seeing this?"
Updates during service outages
When Microsoft 365, Google Workspace or your hosted phone system goes down, send affected clients an update before they call.
- Microsoft 365 service outage updates
- Google Workspace service outage updates
- Hosted phone system outage updates
Notice before planned maintenance
Let your clients know about virtual private network (VPN) cutovers, after-hours patching and firewall replacements before the maintenance window begins.
- Advance notice of VPN cutovers
- After-hours patching window reminders
- Planned firewall replacement updates
An update when resolved
When a priority one (P1) ticket closes, send the resolution update so clients know they can return online, with zero "is it fixed?" calls.
- Resolution updates for affected clients
- Confirmation of restored service
- Clear notice to return online
Clear advice for clients
Reach every employee on every client tenant in 60 seconds with advice about phishing, a zero-day patch or a required password change.
- Advice about active phishing campaigns
- Notice of upcoming zero-day patches
- Instructions for required password changes
Updates when locations change
Send a direct text to employees when weather closes an office, the headquarters network fails or a building needs evacuation.
- Office closures due to weather
- Network outages at your headquarters
- Building evacuation notices for employees
Follow up with clients
Send quarterly health checks, Net Promoter Score (NPS) surveys or renewal reminders to selected groups, with responses synced to ConnectWise or HaloPSA.
- Quarterly health checks for clients
- Client feedback through NPS surveys
- Advance reminders for contract renewals
HOW IT WORKS
Choose your clients.
Send their update.
Built into MSP Process, SMS Broadcast uses your existing contacts, with no separate text messaging vendor or contact list to maintain. Five clicks take you from choosing a group to tracking delivery in sixty seconds, with your PSA as the source of truth.
Choose your recipient group
Pull live contacts from ConnectWise, HaloPSA, Autotask or ServiceNow, then filter by client, location, contract, role or department.
Write your client update
Write a message or choose a saved template, then check the 160-char counter, sender name preview and live recipient count.
Send to your group
Send with one click through Twilio or Click Send infrastructure, with distribution to your selected group in under 60 seconds.
Follow each message's delivery
Watch the live delivery count and each recipient's status as messages arrive, with failed deliveries retried automatically.
Bring replies into tickets
When a client replies "I'm still affected", we create a priority two (P2) ticket in the right queue and log it in your PSA.
BUILT AROUND YOUR TEAM
Your service desk.
Your existing workflow.
SMS Broadcast brings client updates, delivery status and replies into your service desk's workflow, using the contacts your team already maintains.
Groups from your PSA
Use your existing contacts to choose recipients by client, location, contract or role, without maintaining another distribution list.
- Existing contacts from your PSA
- Client and location recipient groups
- Contract and role recipient filters
A familiar sender name
Clients see "Your MSP" as the sender, with toll-free verification, Cellular Telecommunications Industry Association (CTIA) compliance and built-in STOP / HELP keyword support.
- Your business name on messages
- Toll-free messaging for your business
- Built-in opt-out and help keywords
Delivery status by recipient
See delivered, failed and undelivered messages, with automatic retries for temporary failures and a final report attached to the originating ticket.
- Delivery status for each recipient
- Automatic retries for temporary failures
- Final report on the ticket
Templates for familiar updates
Save M365, VPN and network outage messages, maintenance notices and resolution updates, then send in 5 seconds when the same situation returns.
- Saved templates for service outages
- Maintenance notices ready to send
- Resolution updates for restored services
Client replies become tickets
Replies such as "Still down" or "1 = create ticket" open a P2 in the right queue, starting the service level agreement (SLA) timer.
- Client replies in ticket queues
- SLA timing from ticket creation
- New tickets in dispatch views
Reach clients across regions
Reach clients in 180+ countries through Twilio and Click Send, with local sender numbers available and the same workflow for São Paulo or Sydney.
- Local sender numbers by region
- Twilio and Click Send infrastructure
- The same workflow across regions
FROM THE SERVICE DESK
Outage updates in practice.
More room for resolution.
- 87%
- Reduction in inbound tickets
- During the outage window
- 98%
- Text message read rate
- vs ~22% on email broadcasts
- < 60s
- Average time to reach recipients
- Group selected → all delivered
- 3 min
- Time to get set up
- First broadcast on day one
“M365 went sideways for one of our biggest clients on a Tuesday morning. We hit SMS Broadcast at 9:14am and our phones never rang. Forty-two clients got the same message in under a minute. We saved an entire day of triage chaos.”
David Spencer
Owner, Integritek
LET'S TALK AUTOMATION
Bring your client updates.
See them at work.
In a demo, we'll show how SMS Broadcast sends a sample client update and how delivery details arrive in the representative ticket. Your team can see the workflow from message to record.
Walkthrough
Product walkthrough
Your quote
Tell us about your MSP.