The meeting between the State Changers was dedicated to a problem encountered by Preston, who is trying to use Twilio SMS messaging in a project but facing obstacles with the approval and review phase implemented by Twilio.
Preston shared his problem, mentioning he submitted for approval but was rejected and doesn’t know why. He described his scenario where realtors, documented as the contractors in this case, need to communicate specific questions about transactions to managers. The communication tool being enabled would allow internal messaging between employees and contractors in the company.
A fellow state changer provided ample guidance pointing out that the confusion might lie in the 'use case categories', suggesting it should be 'account notifications' instead of 'customer care', due to the internal nature of the communication.
Additionally, the discussion stressed avoiding the presentation of the service as spammy. The message content should clearly state it's for 'questions from field representatives and instructions/advice from management to field staff' with specific details supporting its use internally within the company.
The meeting concluded that the 'opt-in type' could be changed to a 'paper form', stating that upon signing a contract with the company, the contractors consent to receive these messages, eliminating the obstacle with Twilio's approval process. Understanding and clearly defining the specific internal use of Twilio can help smoothen the approval process.
The discussion might interest professionals dealing with internal communication tools, approval processes, contractor agreements; especially focusing on leveraging Twilio as a communication tool.
(Source: Office Hours 9/22/2023 )