# Getting Started Use Saino First one-stop marketing platform to build communication across any channels, Build Brands, Increase awareness and customer base simultaneously. ## **Create Account** Create a Saino First account In order to use Saino First Apps. If you already have a Saino First account you can skip this step. Otherwise, follow this link: [**Create a new account**](https://app.sainofirst.com) Part of the signup process includes verifying your personal phone number**,** this is a security measure that is mandatory before you can try Saino First. ## Saino First API Saino First APIs power its platform for communications. Behind these APIs is a software layer connecting and optimizing communications networks around the world to allow you to Send messages or voice across 190+ countries and over 800+ telecom networks. Checkout API Documentation page for more information [Saino First API ](https://apidocs.sainofirst.com/) ## Unified Panel for Multiple Services We have a unified panel for different services, which makes it easy to access multiple services through one platform and tracking it on a real-time basis. The difference we make is, the services provided are accessed from one panel itself which gives an advantage in terms of saving time. All services can be accessed with one single signup with the same ID and password generated. ## Wallet Recharge Saino First accepts online payments as well as direct bank transfers in four various currencies (INR, USD, GBP, EUR) For further details, check the below link: # Sign up Follow the below steps to create free account at Saino First. Visit [app.sainofirst.com](https://app.sainofirst.com) or Start by typing [www.sainofirst.com](https://sainofirst.com/) in the URL section and click on Create Free Account. Fill out the basic details of your company. It will prompt for OTP which will be sent on your mobile number. ![Saino First Signup Screen](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MFysKZaXRtmygO4sUnF%2F-MFyw_KlKzCgsh1pfn7_%2Fimage.png?alt=media\&token=9658bec1-0d93-4aca-8ef2-5bd1aaea9222) \ Enter your OTP. Once confirmed your account at Saino First successfully created. ## About Trial Plan Saino First provides some wallet balance to test the API and services. ## KYC Documents - Applicable only for Indian Customers International customers can ignore this. Customer wish to send SMS in India need to upload his Proof of Identification (POI) and Proof of Address (POA) for completing the KYC process. You can log in to your Saino First account and go to Account>My Profile>Update Profile>KYC documents and scroll down the page to upload your KYC documents. # SMS Guide Get your messages instantly in your inbox with rapid and reliable messages, and reach out to millions of customers within a short span of time. ## How To Send SMS Go to SMS App ![Dashboard](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MFyz8cVO1r8GMn-n3Mt%2F-MFz-BJCYYBJKD40Sljr%2Fimage.png?alt=media\&token=d8976d86-750c-4447-b779-297a81737359) Your SMS balance will be shown on the right side. The Calculation for SMS count done by Wallet/Price per SMS. Ex. You have amount 10 in your wallet balance, your Per SMS cost is 1 then you can send maximum 10 messages. Click Create Campaign to send SMS, ![Create SMS campaign ](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MFyz8cVO1r8GMn-n3Mt%2F-MFz-YkyPEeEgWXugYLi%2Fimage.png?alt=media\&token=188e0f85-957f-4342-9f7b-9ab821a55ee0) ## Create a Campaign ![Send SMS Screen](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MFyz8cVO1r8GMn-n3Mt%2F-MFz3VBG-56GdK-6jLlA%2Fimage.png?alt=media\&token=c9d425ee-64dc-456c-9e40-66154735af9c) 1. **Select Route -** Route Name is the type of connectivity which is assigned to your account. Ex. Global - You can send Message all over the world but to get it activated contact support team or contact your Relationship Manager. One customer can have multiple routes. Ex Promotional, Transactional, Global (based on required countries). 2. **Select Sender ID** - To register your sender name ( Name by which SMS will get delivered it can be alpha, numeric or alphanumeric) Go to SMS App > Manage > Sender ID. Once your sender ID approved it will show in the drop-down list. You can contact sales or support for help. 3. **To Numbers** - Sending messages on numbers is easy. * **Numbers** In the first text box, you can copy-paste the numbers from your excel file. You can copy up to 2,50,000 numbers in one go. * **Bulk Upload** - You can upload the excel file directly up to 7,50,000 numbers in one go. Files supported are XLSX, CSV. The first column of excel file contains the numbers. * **Customize or Personalize -** You can send messages with multiple variables in the message Ex. First Name, Last Name etc. Create an excel file with all data available in multiple fields. One customer data should be in one raw ex. Mobile number, First Name, Last Name etc. Once you upload the file you will get choose to select the fields which contain the number, Other fields will be visible in Message you can select the fields wherever you want to merge in the message. Files supported are XLSX, CSV. The first column of excel file contains the numbers. 4. In the To Number, you can remove duplicate with unique functionality and can clear your number text screen with "Clear". 5. If you have created any templet you can select if from the drop-down or just copy-paste your message in the message box. 6. Select the language type of your message. If your message is in English, it always by default selected. If your message in any other language apart from English select " Unicode". 7. Type your message which you want to send to your customers. 8. Click on the checkbox of "schedule" if you want to schedule your campaign. It asks for Time-Zone, Date and Time on which SMS needs to be delivered. 9. It will count characters in your and based on that it will suggest how many messages or text it has become. Remember **English message has 160 characters and Unicode has 70 characters.** 10. Once all done click on "Send Now" It will show a confirmation screen and click on send. Your message will be submitted to the operator instantly. ## Generating Reports For every campaign, the real-time analysis is generated at every second. Different types of reports are generated like Analysis report, Sent report, Schedule report and Summary report. This data can be downloaded with the required filters. All the reports give us the results for the delivery of the submitted campaigns in detail. ## Sender Name Register For adding the sender name visit the page Manage>Sender ID ![Sender Name Register](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MGDeJQ_bMTPu2J60ezB%2F-MGDehlGhH4l9bOgqJAg%2Fimage.png?alt=media\&token=ffd541cb-9086-4bb0-9ebc-d7b4d74e1dc6) Now Add the Sender Name and select the Route Name. Sender ID In India Can be of 6 Alphabets Only. It Cannot Club With Number or Special Character. Ex- TESTSF. International sender ID formats Vary from Country to Country. ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MGDeJQ_bMTPu2J60ezB%2F-MGDfQeooYVXxrPsC4SN%2Fimage.png?alt=media\&token=c4aa0373-57cf-4259-ae8e-79adc99e5ef3) ## Template Creation The Template is a pre-decided content with a title name. The Template is made because it makes easy for re-sending the campaigns. To create a campaign go to SMS> Manage>Templates. Click on " Add template" to create a new template. ![Template Creation Screen](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MGDeJQ_bMTPu2J60ezB%2F-MGDgVQljbs9lIvYt_rt%2Fimage.png?alt=media\&token=e384ca24-388d-428e-ae57-8770fb4de526) ## Block Number You can add numbers which should be blocked or dropped from your campaign list before sending the campaign. These number will not receive any messages from your account and you will not be changed for these number count. You can add as many as you want. ![Block Number Screen](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MGDeJQ_bMTPu2J60ezB%2F-MGDgpKhDcmOYoTQ9-wP%2Fimage.png?alt=media\&token=d7b6aba7-059d-46e8-a4bd-c76536dfdcd1) ## Pricing (Subscription) You can check your current SMS price here. In the below screen there is only sample data. Please contact your relationship manager for pricing based on your volume. ![Pricing Screen](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MGDeJQ_bMTPu2J60ezB%2F-MGDhbtkv0pBBYbUZr3_%2Fimage.png?alt=media\&token=bbda4e0e-8f7d-4791-b1a5-b67cdf48af32) ## Reports Types Saino First provides 3 types of reports ![Saino First Reports](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MGDeJQ_bMTPu2J60ezB%2F-MGDiTp8CVgzVadNA2PN%2Fimage.png?alt=media\&token=e864db5f-f9fc-45d6-be94-1e7559c7b9cc) Reports > Sent Report * Advance Search - Get Number wise search report based on any from and to date. * Analytics - Get a graphical view of your report. * View Detailed Reports - Each number wise report ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MGDeJQ_bMTPu2J60ezB%2F-MGDixcLqdvWz9Oe1Thl%2Fimage.png?alt=media\&token=9e06db1a-4a9e-4932-85dd-a0d48a4c96c9) ## Report Number Status * Delivered - Message delivered to the destination number. * Submitted - Sent to operator, Waiting for delivery report. * DND Failed - Number registered on Do not distrub (DND) service by operator. * Blocked - Number available in block number list. * Others - It is a combination of multiple errors - Retry Numbers, Undelivered, Timeout, Expired, Destination Barred, Unexpected error etc. Note -These errors shown in help in view detailed report and in download data. ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MGDeJQ_bMTPu2J60ezB%2F-MGDk7NkczuOWFEbZTQn%2Fimage.png?alt=media\&token=90ca101b-bcb1-4aba-afa5-fc4a71cb6792) ## Download Data Select the From Date and To date and click on button "Download". Your reports will be processing for download. It will get downloaded in Zip files. ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MGDlv4sM1yXH34ZZsAo%2F-MGDoGILxuYkagSpcMro%2Fimage.png?alt=media\&token=9ea5b644-fe54-4f41-a1f1-c80786dee8df) ## FAQs ## What is character limits in 1 Message? Number of SMS character determines the number of messages generated. For **Normal SMS,** one message is equal to 160 characters. For **Unicode SMS,** one message is equal to 70 characters.\ \ **Note**: When you exceed even one character in the message, it will be considered as two messages. ## How does delivery happen on DND and Non-DND? **DND numbers**: All the transactional SMS are delivered to the end client without any obstacles and the promotional SMS can’t be delivered to the DND numbers (as they are already blocked from the service of promotional SMS). \ ​\ **Non-DND**: All transactional and promotional SMS are delivered to Non-DND numbers. ## Customize feature how to use it? Use customize to send out personalized messages to your customers. You can have as many as fields you want in your excel file to upload it. ## Which formate of file the bulk upload and customize support? Files supported are XLSX, CSV. The first column of excel file contains the numbers. ## How to convert message to any Unicode language? Unicode SMS allows you to run a campaign in a language, in which you have opted the content. For example: If you want to send the SMS to all your customers in Hindi there are two steps you need to follow: **Step 1**: Translate the content in the required language for your campaign (in this case it’s Hindi). You can use for any content conversion. ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-LgkVNtq87X4K4f5rOR-%2F-LgkRiB6I4TTcAH-WA3Z%2F4.png?alt=media\&token=66c2d753-ae85-4b74-87cc-be8b67b5e2c6) **Step 2**: Select the “Unicode” option before clicking on Send Now ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-LgkVNtq87X4K4f5rOR-%2F-LgkRu3DhY3LylTLaX5E%2F5.png?alt=media\&token=565e40f5-3d93-46f0-bcdb-74b59d55af9f) Result for this would be, the SMS would be sent in Hindi. Note - With the help of "Unicode" feature you can send SMS in any language. # Registration on DLT India This is applicable only for India SMS traffic, international traffic submissions kindly ignore. The TRAI Regulation is intended to eliminate spam and fraud in India. Telecom Regulatory Authority of India (TRAI) in its continuous endeavour to create a cleaner and transparent system in the Indian telecom industry has released a new regulation in July 2018 to curb Unsolicited Commercial Communication (UCC) and enhance mobile subscriber privacy, TCCCPR 18 Telecom Commercial Communications Customer Preference Regulation 2018. The Regulation is intended to eliminate spam and fraud which has been a concern for many years. The regulation has mandated the use of Blockchain technology also known as Distributed Ledger Technology (DLT) to implement the solution. To send text messages anywhere within India, one needs to register with the telecom operator as an Enterprise. TRAI has currently directed to stop unregistered entities or enterprises and their header traffic. To offer regulatory compliant solutions in conjunction with TRAI, to create a much wider and a transparent system, We at Saino First is taking various corrective measures. Through this guideline, we would like to inform you about the multiple phases for implementation of the regulation. ## **Steps to complete the process** 1. Register your business on any operator. You don't have to register on all operators. It will get sync with all platforms automatically. Register yourself with Principal entity or Enterprise. You need to upload KYC documents like Pan Card, GST certification etc. Once you register your company it will generate one request Id. Please keep for future reference. Now, wait for the approval. It can take 1-7 working days. 2. Once your business approved by the operator you will receive the confirmation email by the operator. You will get your unique entity id. 3. Login to your account and visit the header section on the platform and upload your sender name. It has two dropdown - Others and Promotional. Select "other" for the transactional message and add sender name with 6 alpha characters. If selected promotional add numeric value of six characters. You can add as many as headers you want. Now, wait for the approval. It can take 1-7 working days. 4. Once header approved you will get an email confirmation, Now add the template and upload consent on DLT portal. 5. Update the Saino First team via email to add header name in your account. Once done you can send messages to your customers. {% hint style="info" %} Please note while registering, Select Saino First Network Pvt Ltd as a telemarketer with telemarketer ID **1102475160000010832** (Unique Registration ID). In any case, if you have done the registration with any other Telemarketer on the operator’s platform already, then you need to update Telemarketer ID. {% endhint %} ## Operator Wise Guide Register your business on any one operator. You don't have to register on all operators. It will get sync with all platforms automatically. ### **DLT Entity Registration Process for PingConnect Videocon:** **1. Signup Link:** **2. KYC Documents for PingConnect:** KYC docuemnts like PAN Card, GST, Proof of Identity, Proof of Address etc. **3. Authorization Letter:** This is a letter on the company's letterhead, where the Director or Owner of the Company will Authorize the person doing this Registration. Authorization Letter formate can be downloaded from here {% file src="/files/-MTtuRDtoBXZL5zfyCD6" %} {% hint style="info" %} In case the Director or Owner himself is doing this Registration, he needs to upload a document that shows he is the Director (MoA or GST) {% endhint %} **4. Payment for PingConnect:** Just type 00 in the payment option. You don't have to pay anything here. **5. Verification:** You will get OTP on Mobile Number and Verification Link on Registered Email Id. Please verify the same. (Check Spam folder as well for email) **6. Login Credentials:** Approval will take around 2-3 days and then you will get an Entity Id and Login Credentials on the Registered Email Id by Telecom Operator. \ \ **7. Login to DLT Account:** Add Header to your account. Follow the below path - 1. Login into your account >> on left panel >> click on the header >> Click on New Header. 2. Click On header type and select header:\ **Other** >> If you are using our Transactional or SendOTP Routes.\ **Promotional** >> If you are using our Promotional Route 3. Click on Category >> scroll down to select your working category, e.g, Education, Real Estate, Technology, Entertainment etc 4. Enter the Header which matches your Company Name or Brand Name (Ex- Saino will use Sender as iSAINO) and click on 'check availability'. If not available, try another.\ (Hint - Add Headers name with only 6 alphabet characters only. It should be alphabet only) 5. Available Sender Id matches the Company Name, then you will get the OTP, Verify the same. Note - If the Header Name does not match your Company Name, then upload a document to prove that brand name belongs to your Company (Header Name will be rejected by Operator id it does not satisfied with the proof). 6. Once the Header is approved, It will be ready to use.
### Registration on the Jio platform Jio (Website for Signup) {% file src="/files/-MDED3lGKlj9MBS95av9" %} Steps for Registration on JIo {% endfile %} Guide for Consent Templets and Consent Upload {% file src="/files/-MDEBEx3yF4\_SWreorzA" %} Jio DLT Trueconnect Complete Guide {% endfile %} #### Vodafone idea, MTNL, BSNL Guideline * Vodafone Idea (Website for Signup) - * MTNL (Website for Signup) - {% file src="/files/-MDEBUihvRFrJ3amzBcN" %} Vodafone idea, MTNL & BSNL DLT Consent Template Guide {% endfile %} {% file src="/files/-MDEBmrdcmqMxavF2PHX" %} Vodafone idea, MTNL & BSNL DLT Consents Upload Guide {% endfile %} #### Airtel Guideline Click on [Content Template Registration ](https://www.youtube.com/watch?v=ZEnf_U0UOyk\&feature=youtu.be) Click on [Consent Migration](https://www.youtube.com/watch?v=rAoOaJXUCYI\&feature=youtu.be) Click on [Consent Template Migration](https://www.youtube.com/watch?v=b6JXGJi9XpU\&feature=youtu.be) {% file src="/files/-MHzx4xAFlxBLXn8D9IS" %} Airtel Guidelines for the validation and verification of content templates {% endfile %} #### Notification by Government {% file src="/files/-MDEZ-q3fLybCQWnfI2u" %} THE TELECOM COMMERCIAL COMMUNICATIONS CUSTOMER PREFERENCE REGULATIONS, 2018 {% endfile %} {% hint style="info" %} DLT Scrubbing Charges Further, the Telecom operators have released formal communications on charging an additional charge of Rs. 0.025(2.5p) for per SMS on submission basis for all the traffic that is handed over to the DLT platform from 1st August 2020. The surge price will be charged irrespective of the message type or delivery status. This price revision will be over and above the existing commercials, agreed with Saino First. {% endhint %} ## How to add Template on Saino Platform To comply with the new regulation you need to follow below 2 steps #### 1) Add Principle Entity ID When you register on the operator you will get a unique entity ID (PE id). Update the ID into the profile. One account at Saino can add only one entity ID. To add the ID visit the profile section of your account or click on below link In the profile, Update Profile section you will see the below screen. Add your entity id and click on save. ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MHzxbDF3SEVnR85hYWH%2F-MI-0Bqygh1jiSTPyzgW%2Fimage.png?alt=media\&token=b4e8d383-3b05-4896-b2af-93dde15b56b7) #### 2) Add Templates which are registered and approved on DLT Login to Saino account and Go to the dashboard SMS App > Manage > Templates ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MHzxbDF3SEVnR85hYWH%2F-MHzy898HciLGS2gQ4s_%2Fimage.png?alt=media\&token=c18f229b-fd31-4904-a55c-c8322c6e1a99) **You can add templates in 2 ways** 1. Click on Add Template to add one by One. 2. To upload in Bulk, Click on Import and upload the file. Download the below sample file {% file src="/files/-MHzzpZN5j1A2XuPyfxb" %} Template Import Sample File {% endfile %} {% hint style="info" %} if you using API, there will be no changes required in the message submitting process from your end. We will append these DLT parameters to the messages while submitting to the Operators. You need to upload or add all your templets in Saino Platform under SMS>Manage>Template Section, Update **Principle Entity ID in profile.** We will map these details in our system and once mapped, we would match your message text to the nearest matching template ID and submit your entity ID and template ID parameters to the operator DLT platforms for scrubbing. This will ongoing process as and when you add any template to your entity, you have to share/update the same in our system too. {% endhint %} ## Type of Templates Categories of Messages/calls: 1\. Transactional 2\. Service-Inferred/Implicit 3\. Service Explicit 4\. Promotional ### 1. Transactional message : Any message which contains One time Password (OTP) and requires to complete a banking transaction initiated by the bank customer will only fall under the category transactional. This will be applicable to all banks, national/Scheduled/Private/Government and even MNC banks. **Illustration of the transactional message:** * OTP message required for completing a Net-banking transaction. * OTP message required for completing credit/debit card transaction at a Merchant location. ### 2. Service Inferred /Implicit: Service Message (Inferred Consent): Inferred Consent has been defined in the Regulation as a the permission that can be reasonably inferred from the customer’s conduct or relationship between the Recipient and the Sender. Thus, any message, arising out of customer's actions or his relationship with the sender, that is not promotional, and is not in the interest of the customer to block such communications, will be considered as a service message with inferred consent. These messages may or may not be triggered by a subscriber-initiated transaction and will not be blocked for subscribers who have otherwise blocked service messages also. **Illustration of Service Message (Inferred Consent):** * Confirmation messages of a Net-banking and credit/debit card transaction. * Product purchase confirmation, delivery status etc. from e-commerce websites. * Customer making the payment through Payment Wallet over E-Commerce website/mobile app and an OTP is sent to complete the transaction. * OTPs required for e-commerce website, apps login, social media apps, authentication/verification links, securities trading, demat account operations, KYC, e-wallet registration, etc. * Messages from own TSP * Periodic balance information, bill generation, bill dispatch, due date reminders, recharge confirmations (DTH, Cable, Prepaid Electricity recharges etc.) * Delivery notifications, feedbacks, periodic upgrades and updates * Messages from retails stores related to bill, warranty * Messages from schools - attendance/transport alerts * Messages from hospitals/clinics/pharmacies/radiologists/pathologists about registration, appointment, discharge, reports * Confirmatory messages from app-based services. * Government/DoT/TRAI mandated messages, advisories, messages from State Govt., LEAs, Local Authorities, Traffic advisories, Election Commission, Disaster Management advisories**.** * Service updates from car workshops, repair shops, gadgets service centres. * Directory services like JustDial, Yellow Pages. * Day-end/month-end settlement alerts to securities/demat account holders ### 3. Service Message (Requiring Explicit Consent): Explicit Consent has been defined in the regulation as consent that has been verified directly from the Recipient in a robust and verifiable manner and recorded by Consent Registrar as defined under these regulations. Thus, any service message which doesn’t fall under the category of service message (inferred consent) will be sent only against explicit, digitally verified/verifiable consent to service message blocked (having preference ‘0’ i.e. fully blocked) subscribers. There may not be any need for explicit consent to all other subscribers, who have not blocked service messages. ### 4. Promotional Message: As per the Regulation, Promotional messages means commercial communication message for which the sender has not taken any explicit consent from the intended Recipient to send such messages. Thus, any message sent with an intention to promote or sell a product, goods or service. Service content mixed with promotional content will also be treated as promotional. These messages will be sent to the customer after performing the preference and consent scrubbing function as defined in the Regulation. ## Templates Validation points * [x] Organization name or their brand name must reflect either in the header or in the template. However, if any exceptions are to be allowed, TSP may seek justification for the same. * [x] Transaction Content Template is only available for banks, digital wallets duly permitted/approved by RBI . * [x] Transactional template should contain banking related OTP messages only as defined in the definition. * [x] Service implicit communication type template to contain service messages only and should have any kind of promotion or- product updates both in the fixed as well as variable component of the message/call. * [x] For banking entities, implicit messages may contain any service SMS other than OTP. * [x] For non-banking entities, implicit messages may contain all type of service SMS including OTP. * [x] Any Service implicit template should not contains any content such as insurance/car service renewal, birthday/festival wishes, any kind of offer like eligible for loan, limit enhancement, get cashback wherein anything is being offered to the receiver. * [x] All such templates wherein some promo is being offered to the customer from a alphabetic sender id must have service explicit communication type. * [x] All such templates wherein some promo is being offered to the customer from a numeric sender id must have promotional communication type. Eg. If HFDC Bank wants to send purely promotional messages, the header has to be numeric. * [x] All promotional or service explicit templates must have consent ID against them which will reflect on the portal- this is optional now. * [x] The customer can mention {#var#} in the template wherein changes are required, no other value will be considered. * [x] The whole template should not be variable {#var#}, the customer is require to mention the template content in between the variables. Overall content to reflect the category of message the PE is wanting to send. Eg. * [ ] Suggested to keep variable length 20 for each variable * [ ] 4-5 variables in transactional message * [ ] 4-5 variables in service message * [ ] 2-3 variables in promotional messages * [x] The content template should not contain double quotes (") special character as it created problem in storage and display. Will not be treated correct. Other special characters are fine. * [x] For each language vernacular scripts to be added separately on DLT. Unicode scripts cannot be uploaded. * [x] The fixed part of content is that part of content which is common across all commercial communications sent to different recipients for same or similar subject; The variable part of content is that part of content which may vary across commercial communications sent to different recipients for same or similar subject on account of information which is very specific to the particular transaction for a particular recipient or may vary on account of reference to date, time, place or unique reference number; The template can be either fixed or a it may be a combination of fixed part of content and variable part of content. Template with variable content only is not allowed. * [x] If PE uses the name of another entity in their templates, the TSP’s shall register the same on the presumption that there exists a business relationship with that entity without TSP having any accountability to validate the same. Valid proofs and justification if sought pursuant to any complaints by TRAI/PE shall have to be furnished by the registering PE. ## DLT FAQ ### **What is the diff between Transactional SMS and Service Implicit?** Transactional message: Any message which contains One time Password (OTP) and requires to complete a banking transaction initiated by the bank customer will only fall under the category of transactional. Service Implicit: Any message, arising out of customer's actions or his relationship with the sender, that is not promotional, and is not in the interest of the customer to block such communications. ### **What is the content template format?** While creating template, place {#var#} string as variable. Please find below example. ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MImCnLe9DZqlMpcfuaB%2F-MImFCmoGP_XFaOrUlzB%2Fimage.png?alt=media\&token=28f8123f-ac0c-4cc5-89dd-bd947099c3ea) ### **For promotional SMS we have to do the same procedure to whitelist the SMS?** Yes, Every message needs to be whitelisted on DLT platform. Currently, we suggest to upload promotional templates which are on going and will use in future too
### **What is consent template?** **Consent Template**: Standard message that is sent to end users of the enterprise for their consent to receive communications from respective enterprise. Consent Template is bifurcated into 3 section 1. **Template name:** Name as per choice 2. **Brand Name:** The product/trade name or if they have multiple brand names 3. **Scope of consent:** Content they want to send to end users (We would like to send communication regarding all marketing offers and events to our registered customers. {opt-out procedure can also be given}). It should not contain any actual message contents. **Example:** 1\. Would Like to Send Communication Regarding All Marketing Offers and Events to Our Registered Customers 2\. We will send you updates, transactions, recommendations of our services or products being a registered customer with us. ### **What will happen while sending promotional sms we follow the template but miss it by 2-3 characters? Do we have strictly follow the template word to word?** We recommend to use variable (ie {#var#} ) where you expect changes. Constant part of the template expected to be as it is. ### **Shall we have to update temp on every telecom (DLT) platform or we have to upload on any one platform?** The template can be uploaded on any one operator's DLT platform and it will internally sync with other DLT platforms. ### **We have to upload templete on Saino? Or directly we have to upload the temp on dlt platform?** Till DLT goes live with template scrubbing, you have to upload templates on both the platform (ie Saino & DLT) ### **Msgs to registered clients like offeres or information about product will be considered as Explicit or Implicit?** Service explicit ### **I, as a company is the principle entity and Saino would be my telemarketer?** Yes, any company who are generator of message has to register as Principle entity and need to tag their platform providers (TM) who take care of delivery of these messages. ### **So far we got approximately 10-15 templates whitelisted in Saino portal, which falls under Transactional message. Now, do we need to re-register all those whitelisted templates in Telecom Service Provider portal as well, or will this new format applies to newly created templates that we would like to whitelist in future?** You have to upload all existing & new templates on one of the DLT platforms. Also, templates need to be registered for all types of messages (ie Transactional, service & Promotional). ### **Only once we need to register the template right?** All ongoing & new templates need to be registered on DLT platform. This will be on going activity. ### **Template uploading is time consuming process. Is there any option to upload templates in bulk? Does the DLT have any API configurations as we have lot of templates. So one-on -one will be very difficult.** As off we have not seen any option with which templates can be uploaded in bulk or API. If operator releases any new feature in future then we will update. ### **How long to take whitelist the templates? What is TAT for template whitelisting?** TAT depends upon the load of template request, however you can expect response within 48 hrs. ### **So because of DTL , now we have to login in either vodafone reliance or BSNL to send sms to our end user? is it right? we will not go through Saino?** DLT platform will be used header, templates & consent management. For sending out the messages, you have to connect with one of service/platform provider like Saino ### **What is Principle entity & Telemarketers?** Principle Entity (PE):- A commercial business (individual or company) dealing with products or services, who would like to communicate with their customers through SMS or voice. Telemarketer (TM) :-Telemarketer Aggregator: An individual or a company who collects SMS/voice traffic from enterprises, but DO NOT have direct connection with telecom operator. Telemarketer Delivery: An individual or a company who collects SMS/voice traffic from enterprises, and has direct connection with telecom operator. Please contact the support team or Account manager if you require any further assistance. # Verify Domain Fully brand your emails with your own domain name and improve your delivery with domain reputation. Below is the domain Authentication parameter. The customer has to add this to his domain DNS. To verify your domain, you need to sign in to your domain host like * GoDaddy * Bigrock * Domain.com. * Hover * Dynadot. * Namecheap. * Google Domains. * Others * Cloudflare - If using DNS or domain Once you login to you domain DNS manager setup the below 4 records. ## 1. SPF Record **Type:** TXT record **Host/Name:** @ **Value:** v=spf1 a mx include:saino.io \~all {% hint style="info" %} There can only be one SPF record per domain, so if there is an existing record just add "include:saino.io" to that record. Make sure you remove the quotes. {% endhint %} For example, if your domain already has the record: v=spf1 a mx include:\_spf.google.com \~all, then you would just add: include:saino.io The final record would look like this: v=spf1 a mx include:\_spf.google.com include:saino.io \~all {% hint style="info" %} If you are using a subdomain use Host/Name - **mail** (Subdomain name like mail.example.com, Rest everything will be same) {% endhint %} ## 2. DKIM Record **Type:** TXT record **Host/Name:** api.\_domainkey **Value:** k=rsa;t=s;p=MIGfMA0GCSqGSIb3DQEBAQUAA4GNADCBiQKBgQCbmGbQMzYeMvxwtNQoXN0waGYaciuKx8mtMh5czguT4EZlJXuCt6V+l56mmt3t68FEX5JJ0q4ijG71BGoFRkl87uJi7LrQt1ZZmZCvrEII0YO4mp8sDLXC8g1aUAoi8TJgxq2MJqCaMyj5kAm3Fdy2tzftPCV/lbdiJqmBnWKjtwIDAQAB {% hint style="info" %} In some DNS settings, the Host/Name field may require you to enter "api.\_domainkey.yourdomain.com", replacing your domain with your actual domain. {% endhint %} {% hint style="info" %} If you are using a subdomain use Host/Name - **api.\_domainkey.mail** (if subdomain name is mail.example.com, Rest everything will be same) {% endhint %} ## 3. Tracking Record **Type:** CNAME record **Host/Name:** tracking **Value:** tracking.saino.io {% hint style="info" %} If you are using Cloudflare as your DNS host, you need to disable it for that particular record by clicking the "cloud" icon. So finally it will be the grey colour cloud. {% endhint %} {% hint style="info" %} If you are using a subdomain use Host/Name - **tracking.mail** (if subdomain name is mail.example.com, Rest everything will be same) {% endhint %} ## 4. DMRC Record **Type:** TXT record **Host/Name:** \_dmarc **Value:** v=DMARC1; p=none; rua=mailto: Note - The above setting will not necessarily bounce email, but indicate to the recipient server they should consider quarantining it (Store in junk or spam folder). {% hint style="info" %} You can set up your DMARC to simply notify you of mail that is not passing SPF and DKIM. Use the same host/name and in value use below parameters. Value: Replace with your own sending email address with a custom domain. Example if you setting up abc.com you can use like {% endhint %} {% hint style="info" %} If you are using a subdomain use Host/Name - **\_dmarc.mail** (if subdomain name is mail.example.com, Rest everything will be same) {% endhint %} ## Next Steps - Now go to Saino First Email App, Under **Manage** section and visit **Varify Domain** Tab and click on verify on your configured domain. It can take from 2 Minutes to 48 hours to fully start working. It depends on your domain host or DNS provider. This period, called propagation, is the projected length of time it takes for root name servers and cache records across the entire web to be updated with your website's DNS information. Once all records updated successfully you are ready to send emails. ## FAQs This section will help you with understanding during domain verification. ## **What is SPF Record?** An SPF (Sender Policy Framework) record is in place to identify which mail servers are authorized to send mail for a given domain. It is used to prevent spamming. It helps the receiver mail server to authenticate the message. This helps you, as an email sender, the ability to specify which email servers are permitted to send an email on behalf of your **domain**. ## **What is DKIM Record?** DKIM (DomainKeys Identified Mail) allows receiving servers to confirm that mail coming from a domain is authorized by the domain's administrators. This email authentication technique that allows the receiver to check that an email was indeed sent and authorized by the owner of that *domain*. ## **What is Tracking?** Saino First tracks - opens, clicks, unsubscribes, complaint etc. To do the same we must rewrite links and use web pages links. Setting up a "tracking record" brands these rewritten links and pages with your own custom domain. so finally all tracking links sent via your own custom domain. ## **What is DMRC Record?** DMRC (Domain-based Message Authentication) allows a sender's **domain** to indicate that their emails are protected by SPF and/or DKIM, and tells a receiver server what to do if neither of those authentication methods passes – such as junk, bounce the email, reject the message or quarantine it. Reporting & Conformance is an email authentication protocol that is built on top of SPF and DKIM protocols. DMARC removes the guesswork from the receiver’s handling of these failed emails, limiting or eliminating the user’s exposure to potentially fraudulent & harmful emails. DMARC also provides a way for the email receiver to report back to the sender server about emails that pass and/or fail DMARC validation. ## **What is MX Record? Is it required for outbound emails?** A mail exchanger record (MX record) specifies the mail server responsible for accepting email messages on behalf of a domain name. For most of our users, you will not required to be adding or changing any MX records in your domain's DNS. The only reason why you would change or add an MX record for use of Inbound Email Notifications. It is not required for sending the outbound emails. # Email Template Guide ## How to add social media icons in Email Template? Drag and drop the HTML icon box in template builder and use below code to copy-paste in HTML box. ``` ``` Now change your social media URL's in the HTML. Example - Search for below social media URL and replace it with your social media page URL. ``` https://www.facebook.com/saino.io ``` In the above code, we have Facebook, Instagram, Twitter and Linkedin URL. If you don't need anyone icon simply remove the whole line from code like below example. If you don't need Linkedin, remove the below line from code and copy-paste the remaining code. ``` Twitter ``` # Spam Filters And How Do We Stay Out of It Tips to Improve email deliverability and stay out of the spam folder. How to send your messages so that they can reach to customer inbox. Why are spam folders usually considered to be every email marketer’s worst nightmare? Is the first question that comes to one’s mind when it’s something related to email marketing. When emails are sent, one out of five of them are caught in a spam filter and are directed to the spam folder. Spam filters then check for certain red flags in the entire mail like usage of few words and phrases, links that get directed to bizarre websites, entire content in the mail in capital format with colourful fonts in varied sizes, broken HTML links and last but not the least emails without an unsubscribe button. So let’s throw some light in this article on a few of the words and phrases or some of the spam trigger words and few of the email deliverability tips to stay out of the spam folder. ## How are spam trigger words defined? Keywords or Phrases that email providers look upon as “red flags” are known as Spam trigger words. These kinds of words are often found in emails that are marked as “spam”. Spam filters usually catch hold of suspicious words and phrases that are associated in the mail like scams, gimmicks, free gifts, coupons, special discounts and schemes etc. In recent years, spam filters have become much more advanced. If phrases like “Limited time” or “Get Started Now” are used in a responsible manner in your emails, spam filters don’t send your emails automatically to the spam folders. But in any case, if you’re stuffing too many spam keywords in your mail, with bright colour fonts in capital letters and lots of exclamation marks with a low delivery rate then there’s a high possibility of your mail landing in a trouble. Keeping all of the above points in mind, below is the list of the things to be taken care of when it comes to spam words and phrases in your email marketing campaign. Let’s quickly go through each of them. * [x] Words that make false, exaggerated claims and promises should be excluded. * [x] Words that create unnecessary urgency and pressure needs to be avoided. * [x] Shady, Spammy or words that sound unethical should be highly avoided. * [x] Jargons that are termed as spam to be avoided in the emails. So what do we do to improve our email deliverability and to finally land into the subscriber’s inbox? Here are a few **strategies** that would certainly help one to stay out of the spam folder and directly reach the subscriber's inbox. Let’s glance through each of them briefly. ## Running a Concise Spam Check: The Email content is thoroughly spam checked for that extra spamminess in the mail. When it comes to spam words, email content can be modulated. It doesn’t stop you from sending your mails, however, spam check only scans the content of the message that is been drafted. It has no idea about the reputation of your domain or the makeup of your list. Every email marketing campaign and automation mails that are created, a thorough spam checks need to be done. A wide array of tools that scans the content of your email message are available that gives you a list of issues which are triggered with at least one rule for “spamminess”. ## Clearing Inactive Email Subscribers from Your Email List: It is always advisable to clean and clear out the inactive list of your email subscribers. Now how does a good list help you in your email deliverability? * [x] Your open rates will certainly reduce, if you have loads of unengaged email subscribers in your email list. * [x] Your sender’s reputation will be effected through your open and engagement rates and also your email deliverability. * [x] Your emails can be marked as spam if the email deliverability is pretty low. {% hint style="info" %} Saino First have its own enterprise-grade Email Cleaning Service. Contact your relationship manager for more information. {% endhint %} ## Rules of CAN-SPAM Act Should Not Be Broken: If any promotional email is being sent by a business entity to promote or sell their products and services, CAN-SPAM Act governs the commercial email. Some of the rules of CAN-SPAM act are as mentioned below. * [x] False or misleading information should not be used in the mail. * [x] An elusive subject line should be highly avoided. * [x] Your location needs to be mentioned towards the end of the mail, to keep your subscribers well informed where you’re exactly located. * [x] A simple way of opting out from your mails should be given to your subscribers so that they can opt out if they aren’t interested. * [x] All the opt-outs should be honored quickly. It’s vital for every business entity to follow the CAN-SPAM act rules. On not following the above mentioned rules, penalties would be heavily charged on per mail basis. ## A Double Opt-in Process Should Be Considered: It’s better to send emails only to those people who give their consent to receive your emails. So that no fake email ids are given by the subscribers, The double opt-in process usually requires new subscribers to verify their email address. A typical double opt-in process has a potential subscriber who visits the business website. In exchange for the subscriber’s email address, a form on the website offers a lead magnet. Thus after each new subscriber gives their email address, they immediately get an email confirmation. If they confirm their mail address, they get the lead magnet and thus they have officially gone through the entire double opt-in process. This entire process helps in reducing the bounce rate of the emails and thereby keeps your delivery rates high. ## Creating Attractive, Engaging Emails: Your sender’s reputation and email deliverability rate would be way better if more number of people open and get engaged with your mails. For creating attractive and engaging emails one need to keep in mind the following tips: * [x] Write eye-catching, alluring subject lines that attracts the subscribers to open and read the mail. * [x] Usage of dynamic content and segmentation gives your mails more personalized touch to the recipients. Using different styles of messaging to various set of recipients can get more number of people to engage with your mails. ## Cold Email Marketing Needs to Be Done Smartly and Wisely: Cold Email Marketing is the best option to promote one’s business, brand, products and services to someone with whom you don’t have an existing and healthy business relationship. No one sign-ups or subscribes to receive cold emails from you, hence you need to make sure your cold email marketing is * [x] One-On-One * [x] Personalized * [x] Targeted to the right person * [x] Relevant ## Do Not Get Caught by the Email Spam Filters Again: A spam filter can anytime snatch your email before it land’s in your subscriber’s inbox for varied reasons especially for using spam keywords and phrases in your mail. So here’s a short recap of the same. * [x] Keywords that sound desperate, make extravagant claims and promises in the mail. * [x] Manipulative keywords that create unnecessary urgency and pressure needs to be highly avoided. * [x] Sleazy, cheap words that everybody tries to win should be excluded. * [x] Words that give a shady, spammy look and unethical behaviour in the mail to be avoided. * [x] Legalese words or jargons should not be used. Unlike others, you may not be including spam intentionally with a certain purpose. But in any cases, if you happen to include spam words in your mail, there’s a possibility that your mail is caught by the spam filters before it is opened by the recipient. To keep your email deliverability high, avoid spam words using the above mentioned tips and tricks and you’ll be doing great in your email campaigns by just steering the spam filters. # Spam Words and Phrases to Avoid in your Email Marketing Avoid words that Make False, Exaggerated Claims and Promises. Saino First team prepared a list of words which can be avoided or can be replaced with alternate words in your next email campaign. ## Words that Make False, Exaggerated Claims and Promises · **#1** · 100% more · 100% free · 100% satisfied · Additional income · Be your own boss · Best price · Big bucks · Billion · Cash bonus · Cents on the dollar · Consolidate debt · Double your cash · Double your income · Earn extra cash · Earn money · Eliminate bad credit · Extra cash · Extra income · Expect to earn · Fast cash · Financial freedom · Free access · Free consultation · Free gift · Free hosting · Free info · Free investment · Free membership · Free money · Free preview · Free quote · Free trial · Full refund · Get out of debt · Get paid · Giveaway · Guaranteed · Increase sales · Increase traffic · Incredible deal · Lower rates · Lowest price · Make money · Million dollars · Miracle · Money back · Once in a lifetime · One time · Pennies a day · Potential earnings · Prize · Promise · Pure profit · Risk-free · Satisfaction guaranteed · Save big money · Save up to · Special promotion ## **Words that Create Unnecessary Urgency and Pressure:** · Act now · Apply now · Become a member · Call now · Click below · Click here · Get it now · Do it today · Don’t delete · Exclusive deal · Get started now · Important information regarding · Information you requested · Instant · Limited time · New customers only · Order now · Please read · See for yourself · Sign up free · Take action · This won’t last · Urgent · What are you waiting for? · While supplies last · Will not believe your eyes · Winner · Winning · You are a winner · You have been selected ## **Shady, Spammy or Words that Sound Unethical:** · Bulk email · Buy direct · Cancel at any time · Check or money order · Congratulations · Confidentiality · Cures · Dear friend · Direct email · Direct marketing · Hidden charges · Human growth hormone · Internet marketing · Lose weight · Mass email · Meet singles · Multi-level marketing · No catch · No cost · No credit check · No fees · No gimmick · No hidden costs · No hidden fees · No interest · No investment · No obligation · No purchase necessary · No questions asked · No strings attached · Not junk · Not spam · Obligation · Passwords · Requires initial investment · Social security number · This isn’t a scam · This isn’t junk · This isn’t spam · Undisclosed · Unsecured credit · Unsecured debt · Unsolicited · Valium · Viagra · Vicodin · We hate spam · Weight loss · Xanax ## **Jargons that are termed as Spam:** · Accept credit cards · Ad · All new · As seen on · Bargain · Beneficiary · Billing · Bonus · Cards accepted · Cash · Certified · Cheap · Claims · Clearance · Compare rates · Credit card offers · Deal · Debt · Discount · Fantastic · In accordance with laws · Income · Investment · Join millions · Lifetime · Loans · Luxury · Marketing solution · Message contains · Mortgage rates · Name brand · Offer · Online marketing · Opt in · Pre-approved · Quote · Rates · Refinance · Removal · Reserves the right · Score · Search engine · Sent in compliance · Subject to… · Terms and conditions · Trial · Unlimited · Warranty · Web traffic · Work from home # EMAIL Guide Build better relationships with your recipients with every campaign you send. Create, design, and schedule your email campaign in a go. ## How to send Email Go to Email application ![Dashboard](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MO6-KA_cDnsxrc3bywg%2F-MO62f4wA8R46bl1-45S%2FEmail%20ss%201.png?alt=media\&token=2846bd57-7ec2-4337-b48a-7e9d42db9fb6) ## Before we start * [x] To go ahead with email campaigns you need to keep in mind that the system can disable your email application in case of high bounce rate. Make sure you clean the data before sending on an email campaign. ![Create email campaign](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MO6-KA_cDnsxrc3bywg%2F-MO64rh6oDE_O2l09mQK%2FEmail%20ss%202.png?alt=media\&token=35c06fc2-d412-4fcf-a396-2b46780dddd2) * [x] Your first campaign will not be sent until your account is validated. If this is your first campaign, you will find steps on how to have your account validated to start sending campaigns. ![Setup page](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MO6-KA_cDnsxrc3bywg%2F-MO67_1SRdAVo_GZg37m%2FEmail%20ss%204.png?alt=media\&token=cdd0b5c0-0bea-4dd5-9405-fcc6dbe8a4c3) 1. Under **Manage** section fill in all the details which are mandatory in the footer address section. ![Manage section](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MO6-KA_cDnsxrc3bywg%2F-MO68-zjjtBagbEd7DfM%2Femail%20ss%209.png?alt=media\&token=baffc04e-10da-4feb-9b70-2aee73ee93cf) 2\. Fully brand your emails with your own domain name and improve your delivery with domain reputation. visit **Varify Domain** Tab and click on verify on your configured domain. ![Manage section](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MO6-KA_cDnsxrc3bywg%2F-MO6CP0jzegMLQdZeWBb%2FEmail%20ss%2010.png?alt=media\&token=35eeb57a-0169-4a30-b442-b390a4968fa8) 3\. The third step is importing **all of your contacts** in saino first. You can do this action from the tab **Contacts** on the top menu or you can simply go to add people bar and add the contacts. ![Contact list](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MO6-KA_cDnsxrc3bywg%2F-MO6FHPl1OCx8IGzxehb%2FEmail%20ss%206.png?alt=media\&token=b6cfba4a-7ffd-42bd-b557-c19062a0e51c) ## Set up your campaign 1. Go to the create campaigns tab ![Create Email campaign](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MO6-KA_cDnsxrc3bywg%2F-MO6Kzxvr9iDpUFHaFfv%2FEmail%20ss%203.png?alt=media\&token=33819701-57c6-4161-bb65-5ee5ff485bf1) 2\. Fill in all the details ![Send email screen](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MO6-KA_cDnsxrc3bywg%2F-MO6M3fzltwaPYMPnVrC%2FEmail%20ss%207.png?alt=media\&token=85e56adb-891b-4d97-8d34-0515984119a2) * **Campaign Name**\ Give your campaign a name, it will only be visible to you and is only used for organizing your campaigns. It will not be visible to your recipients. * **Subject Line**\ The single line of text that email recipients see when they receive your email in their inbox. This will determine whether your contacts decide to open your email. * **From Email & From Name**\ These allow your recipient to quickly identify you. They need to inspire confidence to encourage recipients to open your email. The From Name appears in your recipient's inbox to identify you as the message sender. Its purpose is to build trust with recipients and generate more openings. The default value is the company name provided in your profile \[DEFAULT\_FROM\_NAME]. 3\. Attachments & Schedule ![Schedule screen](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MO6-KA_cDnsxrc3bywg%2F-MO6OC5MLwoCHMzaYZvq%2FEmail%20ss%2015.png?alt=media\&token=9838bc10-333f-4ea3-b8a9-97a425d96392) * **Add an attachment**\ You can add one attachment to your email. * **Send now**\ You can choose to send a campaign immediately. * **Schedule for a specific time**\ You can schedule your campaign at a precise date and time. * **Send it at the best time**\ Select a date and Saino will use data science to determine when your contacts are most likely to engage and will send your emails at that time. ## Design your campaign Go to create template ![Create template](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MO6-KA_cDnsxrc3bywg%2F-MO6QhCu-BIhKd-BMPnF%2FEmail%20ss%2016.png?alt=media\&token=63226e7e-88cb-4783-b57d-0b54e34042df) ### Design tools ![Design the campaign](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MO6-KA_cDnsxrc3bywg%2F-MO6RRJ50ubg9mGq_5_0%2FEmail%20ss%205.png?alt=media\&token=1be5208e-d189-44ae-8321-427e5c67fd71) * **Drag & Drop feature** (recommended)\ You can easily drag and drop pre-defined blocks (text, images, buttons) to create a wonderful email campaign that will automatically adapt to any device! * **Pasting your code** \ If your HTML code is already available, you can simply paste it into this editor. ### From here you can edit your email template, update the name, create a copy of the template and can also delete if you want. ![Template options](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MOAKbO3FBrKlfBCKH_F%2F-MOALgE_TiW4D6FI_3zh%2Femail%20ss%2018.png?alt=media\&token=9d749de7-3ca6-410d-b1d5-7c09f6ef16f4) ## Reports In reports, you will find the summary report and download options ![Saino first reports](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MO6-KA_cDnsxrc3bywg%2F-MO6SJPoIEMXWUuKP0Wv%2Femail%20ss%2011.png?alt=media\&token=7f93c46d-9fe1-4fab-92c8-4cbb533b4b5c) ### Summary report Where you will find an open rate, click rate and bounce rate. You check your email campaign by date or any field. ![Summary reports](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MO6-KA_cDnsxrc3bywg%2F-MO6UulPa9j7lLbYzTqp%2FEmail%20ss%2012.png?alt=media\&token=53b9fca3-13e2-4031-937c-d18d86f7a473) ### Email campaign metrics To get the most from your email marketing, you need easy-to-understand yet powerful insights that are actionable. And here you can get all the metrics that will help to progress toward your goal. ![Metrics](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MOAKbO3FBrKlfBCKH_F%2F-MOASQTdQ5R7ZLPbcxQs%2Femail%20ss%2016.png?alt=media\&token=6c23acf2-3c9c-4f83-b4a4-1c2398f3a02a) ### Detailed report Here you can search for a detailed report by simple putting the email ids. ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MOAKbO3FBrKlfBCKH_F%2F-MOAUF99At8pcEsfhtYX%2Femail%20ss%2017.png?alt=media\&token=a270cc66-db0b-4748-a7f4-4c9dd8a6126c) ### Detailed Analytics * Total Email - Message delivered to the destination email addresses. * Bounce - There are two kinds of bounces to track: “hard” bounces and “soft” bounces. Soft bounces are the result of a temporary problem with a valid email address, such as a full inbox or a problem with the recipient’s server. Hard bounces are the result of an invalid, closed, or non-existent email address, * Sent - The percentage of email sent to the recipients. * Opened - The percentage of email recipients who open a given email. * Unsubscribed - The percentage of email recipients unsubscribe from your send list after opening a given email. * Clicked- The percentage of email recipients who clicked on one or more links contained in a given email. ![Analytics](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MOAKbO3FBrKlfBCKH_F%2F-MOANZprfBIbJzG8_41a%2Femail%20ss%2015.png?alt=media\&token=1c2783e9-526a-4d71-9195-0017a9113c29) ## Download Here you can easily download the reports of the campaign from any dates you want, you just simply have to mention the date from which you want the date to the end date of it. ![Download reports](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MO6-KA_cDnsxrc3bywg%2F-MO6V2_EE-SrhSbl-wqT%2FEmail%20ss%2013.png?alt=media\&token=1e55c2d5-8dec-442e-aaec-a76c6811bcb2) ## Pricing (Subscription) You can check your current Email price here. In the below screen there is only sample data. Please contact your relationship manager for pricing based on your volume. ![Pricing screen](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MO6-KA_cDnsxrc3bywg%2F-MO6WLYxqXnSMMNyFfcr%2FEmail%20ss%2014.png?alt=media\&token=727bfe62-754a-49fc-bfa5-91a0cc1d1747) # Email Cleaner Guide Email Cleaner is created to ensure that you send high volume emails avoiding deliverability issues. The system works by reducing and eliminating invalid and inactive email addresses. ## To verify the Email ID Go to Email cleaner application ![Dashboard](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MOFBhiZ-5KLd_33m4NB%2F-MOFSUyWCKbQ1qyi22At%2FCleaner%20ss%201.png?alt=media\&token=8309ba34-7ca1-4288-a800-371aac6392db) ## Verify your Email by one click Click on the verify email option ![Email Cleaner screen](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MOFBhiZ-5KLd_33m4NB%2F-MOFTSEq4Es_8WUYgsq_%2FCleaner%20ss%202.png?alt=media\&token=d8ccdfcf-bda1-4d33-9d1c-62780f3ab06d) ## Single Validation Verify your email by clicking on the single verification option and get the instant results. ![Single verification screen](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MOFBhiZ-5KLd_33m4NB%2F-MOFU39odeCIV-QVpt7C%2FCleaner%20ss%203.png?alt=media\&token=a7dc57ff-653a-4d77-8f0b-9fdee53582f8) ## Single Validation results Here you can see in the status whether the email address is safe or unsafe and the reason for the same. ![Validation result](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MOUvjasNo3OxWH_Eflc%2F-MOUyiWXpbeFFgfOkE6T%2Fcleaner%20ss%205.png?alt=media\&token=fae59a34-43e4-4786-a74c-c6950ed90cb5) ## Bulk Validation Access our Bulk Email verification upload page by simply uploading your data and clicking on the verify option. ![Bulk verification screen](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MOFBhiZ-5KLd_33m4NB%2F-MOFV8mMy7QxDZM7qKfO%2FCleaner%20ss%204.png?alt=media\&token=f4a8a1bb-6047-423e-b722-b9243d0ec395) ## Bulk Validation results After uploading the file the data will reflect here and you can see the status of the verification getting completed and then you can download the detail report. ![After upload screen ](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MOUvjasNo3OxWH_Eflc%2F-MOV6DHYofwZN04qRwJE%2FCleaner%20ss%207.png?alt=media\&token=b7c6ce8d-3310-45ca-9562-302892258566) ### Detailed report After downloading you will get a detailed report of the data in a excel sheet form where you can track whether the email addresses are safe or unsafe. ![Excel sheet](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MOUvjasNo3OxWH_Eflc%2F-MOVFEQfWkGivWGKZ5Uy%2FCleaner%20ss%209.png?alt=media\&token=76bce7e4-4d1d-416d-8a4a-73cbc4e4dc61) ## Pricing You can check your current Email cleaner price here. In the below screen there is only sample data. Please contact your relationship manager for pricing based on your volume. ![Pricing screen](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MOUvjasNo3OxWH_Eflc%2F-MOVGS5N05MFn6mFfL_w%2FCleaner%20ss%2010.png?alt=media\&token=e7275851-2e8c-4037-a160-a296e8456176) # Voice Guide Build Conversations Anywhere and Everywhere by Making, Receiving, and Monitoring Voice Calls Around the World. ## What is Bulk Voice? Bulk Voice helps to reach a large number of customers and build conversations anywhere and at anytime. It can make, receive and monitor calls around the world. It becomes easy to tap the untapped market, engage with them and convert them into our customers. It's fast and reliable to record the performance with Bulk Voice. Also it has a response code option in the broadcasting, which allows you to collect multiple responses over your conversation. These multiple responses can be used for your business analysis depending on your response codes. ## What is Customised Voice? Customised Voice is where the system can call, address each of the customer with the customer’s specific details. For Example: Name, Account Number, etc. In a customised voice, the contact numbers can be uploaded in text, csv or excel file format. It can be used to collect responses by maintaining specifications for a response code and its action simultaneously. ## What is Bulk Upload? Bulk upload means uploading many contact numbers together at one shot. Bulk upload not only helps to avoid the manual work of typing each contact number but also helps in directly uploading a file for the list of the contact numbers. Only text, csv and excel format files can be uploaded. \ \ **Note**: Using bulk upload saves lot of time and at the same time it works at a faster rate. ## What is Text-to-Speech? Text-to-Speech (TTS) converts the written text to speech automatically by the system. The content you type is used by the system and is transferred to a voice call which reaches to the customer. Also, we can set the time frame for a call from start to end and also can accept responses of the customers who pick these calls. ## **How to Send a Bulk Voice Message?** #### **Below are the few steps to send a bulk voice message.** ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-M2c9J2OK_Rm9ADM1hl4%2F-M2cFkRoIdy4zmG8onEX%2Fimage.png?alt=media\&token=406a8668-b2ea-46f9-84de-9c3958873c74) # Agency and Partners Guide Partners white-label is creating a license of Saino First technology and rebranding it to match with your company logo, which is then offered to your own clients and audiences. ## Custom Branding The Custom Branding settings allows you to "rebrand" the system access points for your customers. This way, your customers will only see your brand. The access points are account creation, login, and SMPP/SMTP/API access. Saino First offers two types of account. The first is a user account and the other is for Reseller or partners with admin functionality. Only partners can use custom branding features. You must have the Partner account at Saino First to use the custom branding and to resell the services. Please contact Sales or Support team for the account. You can contact sales at and Support at . ## Branding Steps Login to your partner account and click on "admin" under profile. ![Partner Screen](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MGDoQETbH055gNh3Wen%2F-MGI6sKhOUqw7FgFmF_m%2Fimage.png?alt=media\&token=a036c8a6-35ae-4257-8992-62c7e4a89766) Manage Customer - Here you can create sub-accounts On the pages Sender ID approval you can add sender name on the behalf of the customer and under KYC you can ask for sub-account company documents for KYC. KYC is not mandatory by Saino First for partners sub-accounts. 1. Branding - How to add your logo and point to your domain. The documentation is in the below section. 2. You can add customer under your parent account. 3. Tree of your sub-accounts. How many accounts are down the line and which account belong to whom. 4. Role of the account. The user role is not able to see the admin functionality. The distributer role can create more sub-accounts under them and can also create a distributer under him. The sub-account user or distributor can see their own data or down the line there own customers accounts. 5. Actions - Under the actions you will be able to Login, Edit Profile, Manage Wallet, Define Pricing and settings. ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MGIDaJf64G9oPUINK4G%2F-MGIFFvIwmnGfQbWuw9i%2Fimage.png?alt=media\&token=d6380e84-448f-45f8-aea0-05543e19cac7) ### Branding 1. Add your company domain name here. example: apps.mydomain.com 2. Add your Site Name like Saino First Apps 3. Add Site Title like Cloud Communication Platform 4. Logo - Add your company logo. The logo size should be 160\*80 Pixel. 5. Add your Favicon icon. The size should be 16\*16. You can add your logo as well if you don't have favicon icon. ## ![Branding Screen](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MGDoQETbH055gNh3Wen%2F-MGI9foSKLlGQNx_VK3C%2Fimage.png?alt=media\&token=659d62b4-8095-4792-afda-9cc99c3336e6) ### DNS Configuration * Visit your domain DNS section (Example Go to your domain control panel like Godaddy, Big Rock etc.) and add the domain **app.sf1.in** to CNAME record with your subdomain where you want to point it. * You can also offer white-labelled APIs to your customers. Point **api.sf1.in** for the API request to your custom domain like api.yourdomain.com. **Note:** For API visit you can send all request just like the API documentation. Just replace api.sainofirst.com to api.yourdomain.com. ### Manage Customer To add an account click on Add Account and fill all the details and click save ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MGDoQETbH055gNh3Wen%2F-MGIBSWcb9HmmmD5O0Wz%2Fimage.png?alt=media\&token=4a36de0c-9353-4709-a9d9-bb90c39a9f2a) ### Account Settings 1. Login - You can login. 2. Edit Profile - You can edit the customer profile. 3. Wallet - You can add wallet balance to the customer account. How many credits you want to assign. Example if the SMS price is INR 0.50 Paisa/SMS then for 10,000 SMS it will cost 5,000 INR wallet balance. So simple add 5000 to the wallet balance. 4. Pricing and Settings - In this section you can assign a price for communication channel like SMS, Voice, Email etc. Under the settings, you would be able to assign routes and settings to sub-account. ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MGDoQETbH055gNh3Wen%2F-MGIBdTh-htvZmwZB8Sq%2Fimage.png?alt=media\&token=2675f7c9-b0fc-4937-a9ff-11a044ee11d2) ### Sub-accounts Pricing You can assign unlimited virtual balance to your customers. This is the virtual balance so when you will assign the wallet to sub-account, Your wallet won't be deducted. The balance will be deducted when the actual user usages the services. Example: You have 100 wallet balance and have SMS app permission with 0.25/SMS cost. You have created Sub-account **A** under you. Now you can assign him less than 100 or even more than 100. Let's say you have assigned 1000 wallet balance. now your effective balance will still 100 only. You have assigned SMS app with 0.50 SMS cost to your sub-account. Now when sub-account actually sends the message or email then first sub-account wallet balance will be deducted based on per-message cost (0.50/SMS) which you have assigned under pricing, then parent accounts wallet balance will be deducted based on their own price(0.25/SMS) So in the above case, the sub-account will be deducted with 50Paisa/SMS cost and the parent account will be deducted with 25 Paisa/SMS cost. ## FAQs ### How much wallet balance I can assign to my sub-accounts? You can assign as much as you want. Here, Saino First directly don't know the client and have no communication with the clients so when sub-account will use the services then both of the account parent and sub-account will be charged based on the assigned price. Here your price will be defined by Saino First Team and sub-account price you can define as you like. ### Does Saino First contact my Sub-accounts? No, Saino First team does not send any communication to sub-accounts. It is the parent responsibility to manage it. ### Is my and my client's data secure? Yes, 100%. Saino First have all security firewall in place and our data centres have all required security in place. ### How many Sub-accounts I can create? You can create as many as you want. There is no limitation. ### Can I build an app based on Saino First APIs. Yes, You can use Saino First API to integrate to any applications like CRMs or you can create your own platform based on the APIs. ### Can I offer API services to my Clients? Yes, your Sub-account also can use all the services including API. # Chatbox Guide Build relations and connect with your customers with an omnichannel integrated Chatbox. ### Managing the Chatbox The chatbox displays conversations between customers and team members. You can filter these conversations based on channels, integrations, tags, dates and status. On the right-hand side of the chatbox, you will get to see all the information about the person who has managed a particular conversation. From personal information, activities, notes, tickets and previous conversations with the customers, you will get to see everything here. ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MUltBN5SXwOMQ68CI_W%2F-MUm4gthqJlih4Nms613%2Fchatbox1.png?alt=media\&token=149514ce-6ec4-4545-880f-c31312e687d3) #### Assigning a ticket ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MUltBN5SXwOMQ68CI_W%2F-MUm51PTZpmEVLSoV3ad%2Fchatbox2.png?alt=media\&token=3f9b21eb-9d63-4c5d-bd54-27338eb1982a) In the middle of the conversation or even in the case where you are not available to solve an issue, you can assign the ticket to your other team member. Open your conversation with the client, above the chat section, you will see the assign button with a symbol, click on it and choose the person you wish to assign the ticket to. #### Conversing with customers ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MUltBN5SXwOMQ68CI_W%2F-MUm5I4MiCA46y1tGcjD%2Fchatbox3.png?alt=media\&token=f85209ba-9392-4100-9722-7c652ab06834) When you start the conversation with the client, you will get the notification within the chat, that the client as joined, and also you will come to know when he has left. When it comes to texting, you can modify your font, according to the subject. For typographical emphasis, you can use options such as bold, italic and underline. You can also change the font and type of text, with tags such as heading, quote, ordered list and unordered list. You can send URLs and emojis while conversing with your lead. In addition to this, there is also an option to take notes for yourself, just tick the internal note button and send the note to yourself. Don’t worry, your client won’t be able to see it as it is designed for internal purpose only. #### My Activity ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MUltBN5SXwOMQ68CI_W%2F-MUm5TuI4zr6oHLJXNr5%2Fchatbox4.png?alt=media\&token=30acfc46-51be-4ec7-ae12-44138b386cc1) This is like a mini version of the profile, here you can set your username, primary email, location, position, description, and profile picture. Here you also get to see what activities you have performed, conversations that have taken place on the chatbox and also the notes you took while handling a customer. #### Service Ticket ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MUltBN5SXwOMQ68CI_W%2F-MUm5_7EesZcys-8vh9V%2Fchatbox5.png?alt=media\&token=dc6ddbc0-0a6f-40f6-b5b0-d69f4db0a6c6) The service ticket dashboard makes it easy for you to manage tickets or leads received from your integrations. With the help of this, it becomes effortless for the whole team to coordinate and be in sync throughout the process. #### Create boards and pipelines ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MUltBN5SXwOMQ68CI_W%2F-MUm5fDfQhQIqBqQzY2K%2Fchatbox6.png?alt=media\&token=95567da2-1d12-44af-838f-854e7f27577a) Depending on the different types of tickets you receive, you can create different types of boards. According to the intensity of the ticket, you can create different pipelines and levels (lists). Click on the add board/pipeline button on the right-hand side corner and simply create your board/pipeline. #### Managing Tickets ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MUltBN5SXwOMQ68CI_W%2F-MUm5lw68Bt1ipT_iSrW%2Fchatbox7.png?alt=media\&token=07cf316f-042b-4a2b-abff-02704d505377) The dashboard is designed with a simple drag and drop option. Once the issue in the first level is resolved, team members can simply drag it and drop it into another level, from where another team member can take it forward. #### Filter and archive lists ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MUltBN5SXwOMQ68CI_W%2F-MUm5s0WyVgNCnM_eg9d%2Fchatbox8.png?alt=media\&token=ad68f258-7f19-4f68-bfb9-ccab4d62b6b9) Once you're done with the list in the pipeline, you can simply archive it by clicking on the three dots beside the name of the list. To see the archive lists, you have to click on the menu button and there you can filter the list as well as find the archive lists. #### Generating Reports ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MUltBN5SXwOMQ68CI_W%2F-MUm5zPTu7d4hydhEZJ4%2Fchatbox9.png?alt=media\&token=269d981a-e757-4ba3-a2cb-8accd58d2698) Saino offers you 7 types of reports, such as Volume report, Response report, Response close report, First response report, Volume report by customer, Export report and Response frequency report. All the reports give the results of the campaign tickets and interactions in detail. * **Go to the reports section** Select the type of report you wish to see, choose the integration platform, and lastly, set the date and click search. Data will be displayed in the form of pie charts and bar diagrams according to the integrations and tags. #### Integrating Platform ![](https://1908030207-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LgSjQPCXxIoJIefzsw7%2F-MUltBN5SXwOMQ68CI_W%2F-MUm64ivqZQWdsuxPwVs%2Fchatbox10.png?alt=media\&token=274f4b9f-ced5-4137-b59e-b990e77999bf) Being an omnichannel integrated chatbox, you can integrate various social platforms in the chatbox to keep a track of your customers' issues and queries. Click on the integration section on the left-hand side menu, a board with all the integrations will appear. Click on the add button of the platform you wish to integrate and perform the necessary steps.