RouteX – Start Contact Via Text Message
How to start contact via text message in RouteX?
Matt @AdjusterX
Intro to Starting Contact via Text Message in RouteX
In RouteX, initiating contact with insureds via text message is a quick and efficient way to confirm appointments and communicate essential information. This guide will walk you through the process of starting contact once a claim has been added to the calendar, how to handle claims without a mobile number, and tips for managing after-hours communication.
RouteX Starting Contact via Text Message: A Comprehensive Guide
In this guide, we’ll show you how to initiate contact with insureds through text messaging once a claim has been moved onto the calendar. For users on the RouteX Connected Plan, sending text messages helps streamline the inspection process by providing automatic communication. We’ll walk you through how to start contact, what happens when a mobile number isn’t available, and how to handle after-hours messages.
By the end of this guide, you’ll understand how to send contact text messages, ensure you have the right phone numbers, and handle scheduling efficiently.
Benefits of Starting Contact via Text Message:
- Automatically sends inspection details to the insured via text.
- Tracks and updates the claim status in real time.
- Eliminates manual calling for mobile numbers.
- Allows you to quickly confirm or reschedule appointments.
Step-by-Step Process for Starting Contact via Text Message
Here’s how to initiate contact with the insured via text once the claim is on the calendar:
1. Right-Click on the Claim
Once the claim is on your calendar, right-click on the claim.
A menu will appear with two options: Start Contact and Order Roof Report.
2. Selecting “Start Contact”
If you see Start Contact in the menu, it means the claim has a mobile number stored in its details, and you can send a text message to the insured.
Click Start Contact to initiate the text message.
3. Automatic Status Update
Once the message is sent, the claim status will automatically turn Yellow, indicating that a contact attempt has been made. This color change helps you track the status of the claim at a glance.
What to Do if a Mobile Number Isn’t Available
1. No Mobile Number Detected
If you right-click on the claim and only see Order Roof Report (without the Start Contact option), this means the claim has a landline number or no mobile number was provided. RouteX cannot send a text message in this case.
2. Manually Adding a Mobile Number
If you discover the insured’s mobile number in another source, such as ExactAnalysis or Symbility, you can manually add it to the claim details.
- Open the claim by clicking on it, then go to the Claim Details page.
- Enter the mobile number in the Phone 2 or Phone 3 fields and save the changes.
- After saving, right-click the claim again, and you should now see the Start Contact option. You can then send the text message as usual.
Sending Messages After Hours
RouteX has built-in parameters to prevent text messages from being sent between 8:00 PM and 8:00 AM, avoiding any unwanted late-night notifications. Here’s how to handle messaging during this time:
1. After-Hours Messaging
If you try to send a message after 8:00 PM, RouteX will not send it immediately. Instead, you’ll see an option that says Send Appointment Info when you right-click the claim.
2. Forcing a Message to Send
If it’s after hours and you still want to send the message (e.g., it’s 8:30 PM and you think the insured will still receive it), right-click the claim and click Send Appointment Info.
You’ll then see an option to Send Info Now. Click this option, and the text message will be sent immediately, overriding the after-hours restriction.
Best Practices for Starting Contact via Text
To ensure your text messaging process runs smoothly, follow these best practices:
- Double-check contact details: Always verify the phone number in the claim details before sending a text message.
- Handle landlines promptly: If you encounter a landline, try to source a mobile number quickly or plan to call the insured manually.
- Use after-hours messaging sparingly: Only force messages to send after hours if absolutely necessary to avoid inconveniencing the insured.
Troubleshooting Guide
Here are some common issues and solutions when starting contact via text message:
Problem 1: No “Start Contact” Option Available
Solution: This usually means the claim only has a landline number. Manually add a mobile number if available, or call the insured directly.
Problem 2: Text Message Not Sent After Hours
Solution: Text messages will not automatically send between 8:00 PM and 8:00 AM unless you force them to. Use the Send Info Now option to override this restriction.
Problem 3: Wrong Phone Number Entered
Solution: If you notice the wrong number was entered for the claim, simply open the Claim Details page, update the phone number, and try sending the message again.
Frequently Asked Questions (FAQ)
Q1: How do I send a text message to start contact?
A1: Once a claim is on the calendar, right-click on it and select Start Contact. This will send a text message to the insured if a mobile number is available.
Q2: What happens if there is no mobile number for the insured?
A2: If there’s no mobile number, RouteX will not give you the option to send a text message. You can manually add the number to the claim details and try again.
Q3: Can I send text messages after 8:00 PM?
A3: RouteX prevents messages from being sent between 8:00 PM and 8:00 AM by default. However, you can force the message to send by using the Send Info Now option.
Q4: Can I change the phone number on a claim?
A4: Yes, you can update the phone number in the Claim Details page and retry sending the text message if needed.
Conclusion
Starting contact via text message in RouteX is a fast and efficient way to communicate with insureds. By following the steps outlined in this guide, you can easily initiate contact, confirm appointments, and manage claim status updates. For claims without a mobile number, RouteX offers flexible options to manually add phone numbers or handle calls directly. Use the after-hours messaging feature with care to ensure timely communication without disruption.
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