Texting your clients using Redtail Speak

Redtail Speak allows you to communicate with your clients in a compliant way via one of the most commonly used forms of communication today: texting. Note: you should verify with your compliance department that you are approved to use Speak, but know that we designed this product to meet the compliance requirements for texting. All messages are archived in a compliant manner and are searchable and auditable when the need arises. Institution-level search is also available.

Let's take a look now at the area of Redtail Speak where you can view and continue your text conversations as well as add new contacts to begin texting with:




This area is accessed by clicking the "Texting" button in the top-left corner of Speak, as in the example above.

What you see in this example is your Speak Inbox, displaying all messages and actions in your contact's Inboxes as they happen. So, you can see there is a message in Anthony Donato's Inbox (which you have already seen) as well as 2 messages in Sidney Crosby's Inbox (which you have not seen, as indicated by the red icon with a "2" inside it). Clicking Sidney Crosby's Inbox preview pane here will open up their Inbox for you to view all messages with Sidney, with the latest ones appearing at the bottom of the pane:




Let's break down a bit what we are seeing here in this contact's Inbox. At the top, you will see which member of your staff (which could be yourself) initially sent an Invite Message to the contact (in this case, that message was sent by Tony Donato, on Friday, July 2nd, at 9:41 am). The contact accepted the invitation and joined the conversation shortly thereafter.

You can also see that another member of your staff (Paul Cantrell) joined the room yesterday. Staff members may join the room to review previous conversations or to text the contact themselves. 

Some of these Details are also available in the top right corner of the page to set it apart (along with providing you some other options):



First, let's consider these two options:



Clicking the bell icon allows you to turn off notifications for this particular room, i.e., you won't receive browser notifications that the contact has sent a new message if you turn notifications off for the room. You can always simply click it again to turn those back on.

Clicking the second icon there (the three dots) provides you with these options:



"Close conversation details" simply hides these details, which you can access again by clicking the same icon (which remains when details are closed).

"Leave" allows you to leave an Inbox room for a contact. Note: if you are the only staff member in the room, the "Leave" option is not available.

The "Disband" option closes the room and no further texts can be sent without a new invite. Historical conversations in the room will remain accessible regardless.

Let's take a look at that Details area again:



Also note that you have an icon to the right of the "Details" line that will allow you to add or edit existing information for the contact. Note as well the "+" icon to the right of "Team members". The Team members area displays which members of your staff are currently in the room for the contact (not necessarily active, but joined at some point). If you click that "+" icon you can add other team members to the room.

Turning back to the contact's Inbox, you can see all historical conversations with the contact there, as well as which members of your staff enter and leave room.

Directly following all historical text conversations and activity, you'll see a message if you have any scheduled texts for the contact.

Otherwise, the next thing you will see is the area where you can draft and send a new message to the contact:


Let's break this area down:

  • Message Sidney Crosby area: this is where you type the actual content of your message
  • Send button: this is greyed out until you've added any text. Once you have typed in your message, you can click this button to send the text to the contact.
  • Clock icon: use this to schedule your text message for a later date and/or time. This button, too, is greyed out until you've actually added some content in your actual texting area.
  • Attachment icon: use this to browse your computer or network for any attachments you'd like to include along with the text.
  • Emoji icon: use this to include any emojis from those available to include with your text.
  • Select a Template icon: use this to select from any Message Templates you've created within your Speak account.

As an example, let's say we used all of the above options, and scheduled the message for 9:30 this morning. Prior to sending, we'd see this message directly above the area where we draft messages:




If we were to click the "View all scheduled messages", we'd see the message we have scheduled:




Here you can see when the message is scheduled to send. Then, you can see we've added a birthday cake emoji, followed by our message. Finally, you can see an attachment is a part of our scheduled message as well.

Once the message sends, you will see it within your contact's Inbox, as in the example below (note: messages you send display on a red background):




Now let's take a look at our other options at the top of the Speak Inbox:




First, you'll see the New Message icon: new_message_icon.jpg

Clicking this will change whatever was in your right-hand pane of Speak to a pane displaying a search box and a list of your contacts:




If you see your desired contact on display, you can click their name to go to their Inbox and send your message to them. Or, if you don't see them, you can begin typing their name, phone number, or email address to search your Speak contacts for the one you'd like to send your message to, and then click their name when you see it.

Note: if a contact doesn't have a phone number in your Speak database (see Anna Crosby above) you will need to add a mobile phone number for them, prior to sending them an Invite Message to text.

The second option at the top of our Speak Inbox is the Add Contact icon: add_contact_icon.jpg

You can learn more about adding contacts to your Speak database here.

And, you can learn more about sending new contacts an Invite Message, after you've added them to Speak, here

Finally, you'll see a Scheduled Messages icon as your last option here: scheduled_messages_icon.jpg

Learn more about scheduling text messages for future delivery here.


Join an Existing Client Room

If you know an Inbox has been established for a contact by another one of your Speak users, you can always join that conversation. To do so, click the New Message icon in the Texting area and click their name if you see it in the contacts listed or search for the contact if you don't. In the below example, we've searched for "bucket":


If we now click Anthony Buckett's name to go to his Inbox, we'll see the option to join the already established room:




Once we click that "Join" option, we'll have access to historical conversations in the room as well as the ability to text the contact.

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