---
title: "SOP: Mass Text Messaging Setup"
description: SOP for setting up mass text messaging on a customer project, covering EIN collection, POC requirements, phone number ordering, and text credit provisioning.
---
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# SOP: Mass Text Messaging Setup
## Preferred process for provisioning phone numbers, enabling messaging, and allocating text credits
> **Preferred Process Guide** | Internal Reference | Version 2.0 | June 2026 Departments: Support · Customer Success · Development (Sales: see separate SOP)
---
## 1) Purpose
This document outlines the preferred process for setting up mass text messaging for a customer project, including phone number provisioning, messaging feature activation, and text credit allocation. It is intended as a guide for how each team can best coordinate to help ensure a smooth onboarding experience.
---
## 2) Scope
This guide is intended for:
- **Support** team members handling mass texting setup requests
- **Customer Success** team members involved in setup coordination
- **Development** team members processing text credit order forms
> Sales handles purchase confirmation and text credit order form submission. Those steps are covered in a separate Sales SOP.
---
## 3) Background & key requirements
> **Requirement:** Customer EIN must be on file **before** a phone number can be ordered.
> **Best practice:** Text credits should be provisioned before the customer begins using messaging. While messaging may technically function without credits, credits must be in place before go-live is considered complete.
> ⏳ **Timing expectation:** Phone number orders can take up to **5 business days** after EIN is received and the order is placed.
---
## 4) Point of Contact (POC) requirements
> This refers to the POC assigned at the site level in the admin panel (**Admin > Sites**) when launching a new project. The POC email domain is used to build the website/domain value we send to the vendor, and the Company Name sent is pulled directly from the POC’s Company Name value.
**POC must have on file:**
- **Worker Profile** — a profile must exist in the platform
- **First Name**
- **Last Name**
- **Telephone Number**
- **Company Name** — should ideally match the customer name on the account
> It’s worth confirming that the Company Name associated with the POC aligns with the customer name on record. Mismatches can cause issues downstream and are easier to resolve early.
---
## 5) Roles & responsibilities (at a glance)
- **Verify mass texting was purchased (check proposal)** — Suggested Owner: Support / Customer Success
- **If not purchased — loop in Sales (see Sales SOP)** — Suggested Owner: Support / Customer Success
- **Obtain customer EIN** — Suggested Owner: Sales / Customer Success
- **Relay EIN to Support** — Suggested Owner: Sales / Customer Success
- **Update Company EIN + ensure Customer → Company link** — Suggested Owner: Support
- **Enable messaging feature on project (Site Settings → Messaging System → True)** — Suggested Owner: Support
- **Verify POC and EIN in Order Number window** — Suggested Owner: Support
- **Select provider (Telnyx or Bandwidth — alternate for balance) and submit order** — Suggested Owner: Support
- **Vendor verification of ordered number** — Suggested Owner: Support (monitor)
- **Submit text credit order form** — Suggested Owner: Sales / Implementation Coordinator
- **Add messaging credits to account** — Suggested Owner: Development
---
## 6) Setup process (step-by-step)
### Step 1 — Verify purchase on the proposal
> Before taking any action, confirm that mass texting was included in the customer's proposal.
- If **yes** — proceed to Step 2.
- If **no** — loop in Sales. This is outside the scope of this SOP; Sales will handle the purchase per their own process. Once purchase is confirmed, return here to continue setup.
### Step 2 — Customer EIN (collect + update records)
> **Important:** The EIN only needs to be captured **once per customer/company**. If it’s already on the Company record, it does not need to be re-collected for subsequent mass texting requests.
1. **Sales/Customer Success** obtains the EIN from the customer.
2. **Sales/Customer Success** relays the EIN to **Support**.
3. **Support** updates records:
1. In the admin panel, go to **Admin > Companies** and open the **Company** record associated with the customer/project.
2. Add the EIN to the Company record (in the EIN field) and save.
3. In the admin panel, go to **Admin > Customers** and open the **Customer** record.
4. Ensure the Customer record is linked to (points to) the correct Company record.
5. If the Customer record is not linked to a Company yet, set the Company reference to the correct Company record and save.
### Step 3 — Text credit order form submission (Sales → Dev)
1. Sales submits the text credit order form to Development: [https://us.sitemetric.com/forms/5EEK8873EM](https://us.sitemetric.com/forms/5EEK8873EM)
2. Development processes the form and adds messaging credits to the project’s account.
### Step 4 — Enable messaging on the project
> Messaging must be **enabled first** before the number order option becomes available.
1. Navigate to **Admin > Sites**.
2. Search the list and locate the target site.
3. Click into the site to open the **site admin page**.
4. Click the **hamburger icon** (three-dot menu).
5. Select **Site Settings**.
6. Navigate to the **Messaging System** section.
7. Set the toggle to **True**.
Once enabled, an **SMS Status** field will appear on the project — in most cases it will default to **Order Number**.
### Step 5 — Order the phone number
> **Before submitting the order, verify two required fields in the Order Number window:** 1. **POC** — must have a matching-domain email address and a valid phone number 2. **Company EIN** — the company associated with the project must have a valid EIN on file
1. From the site admin page, select **Order Number** from the SMS Status field.
2. A window will open with the order form and project/company details.
3. Confirm the POC and EIN are valid (see Step 2 if EIN is missing).
4. Select a provider — **Telnyx** or **Bandwidth**.
> **Best practice:** Alternate between Telnyx and Bandwidth across orders to keep usage balanced across both accounts.
1. Submit the order.
> ⏳ Phone number orders can take up to 5 business days to process. Communicate this timeline to the customer proactively.
### Step 6 — Vendor verification
After the number is ordered, the messaging vendor must verify the number before it becomes active.
- Monitor for any follow-up from the provider and respond promptly to avoid delays.
- Notify the relevant contact once the number has been verified and is ready for use.
---
## 7) Quick reference checklist
> - \[ \] Proposal reviewed — mass texting purchase confirmed - \[ \] If not purchased — Sales looped in (pause; see Sales SOP) - \[ \] EIN obtained from customer (if not already on file) - \[ \] EIN relayed to Support - \[ \] Support updates Company EIN + ensures Customer → Company link - \[ \] POC worker profile confirmed (First Name, Last Name, Phone, matching-domain Email, Company Name) - \[ \] Admin > Sites > site admin page > hamburger > Site Settings > Messaging System > True - \[ \] SMS Status shows "Order Number" — Order Number window opened - \[ \] POC and EIN verified in order window - \[ \] Provider selected (Telnyx or Bandwidth — alternate for balance) and order submitted - \[ \] Customer informed of up to 5 business day processing time - \[ \] Vendor verification completed — number active - \[ \] Sales or Implementation Coordinator flagged to submit text credit order form - \[ \] Development confirms credits added to project account
---
## 8) Additional notes
- Read more
- The phone number order cannot be placed until the EIN is on file and the customer record has been updated.
- Messaging credits must be added by Development before mass texting is fully functional (even once a phone number has been provisioned).
- If there are delays in receiving the EIN, adjust expected go-live timelines and keep relevant contacts in the loop.
- If something comes up that doesn’t fit neatly into this process, loop in a team lead.
- POC information (worker profile, name, phone, company) should be verified early to avoid last-minute blockers.
---
## 9) Troubleshooting (common setup blockers)
### When you get an error submitting the order
- Verify the **Customer** record points to the correct **Company** record, and that Company has a valid EIN on file.
- Verify the company has a proper EIN on file (Company record).
- Verify the project POC is **not** an internal worker.
- Verify the POC worker profile has a valid email address that matches the customer’s domain.
- Verify the POC has a valid phone number.
### When the phone is Pending for an extended amount of time
- Confirm the order date/time and remember provisioning can take up to **5 business days** after the order is placed.
- Verify the project POC details again (email domain + phone + company name) in case the vendor rejected/paused the order due to mismatched or invalid data.
- If the pending status is beyond the expected window, create a post in bugs. (include: customer name, project/site + site\_id).
---
## 10) Vendor ordering logic (reference)
For better or worse, this is the current logic used when a number is ordered:
```
const domain = this.checkDomain(poc.email.split('@')[1].toLowerCase());
const website = `https://${domain}`;
const companyName = poc.companyName;
```
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