Communication settings allow you to customize and manage how you communicate with your contacts through email and your unique Bonzo number. Within this tab, you can start the verification process, which is essential for all new accounts on Bonzo and ultimately affects the deliverability of your calls and text messages.
While many features in this section are more relevant at the team level, SuperUsers have the ability to provide oversight, analyze communication data, and grant access to features that can improve team efficiency and communication strategy.
Phone Menu
For the SuperUser, the Phone Menu tab allows you to set up and manage Interactive Voice Response (IVR) for your teams. IVR acts as a phone menu in Bonzo, routing calls to team members, campaigns, and pipeline stages.
To set up IVR, you first need to purchase a license. From your dashboard, navigate to "Settings" in your navigation sidebar, and then select "Addons" under the "Company" tab.
*Note: photo does not depict accurate pricing.
Click the "+" to add licenses and then the pink "Update addons" button at the bottom of the screen.
Once you've purchased additional licenses, you can apply them to a team and set up IVR. Click on "Settings" in your sidebar navigation, and then on "Phone Menu." Next, select a team from the dropdown menu.
From here, you or your team can set up a "Greeting Message." This voice recording will provide an introduction and inform the caller which number to select for their desired routing option.
Once you or your team has set up the "Greeting Message", you can establish the menu options:
Choose what keys (numbers 0-9) the caller will select in order to reach a specific destination.
Determine the destination (will the call be assigned to a user, routed to a campaign or pipeline stage, or forwarded to another number)
Set up a farewell message (optional)
After configuration, click "Save." You or team members with the appropriate permissions can return to edit the settings at any time by selecting the "Reset" button in the bottom right.
Phone Health
Similar to Phone Menu, Phone Health provides management and oversight capabilities, specifically allowing you to monitor the deliverability of SMS & MMS communication across your organization. You also have the option to purchase Reputation IQ for your teams which provides enhanced analytics and the ability recycle Bonzo phone numbers.
To access Phone Health, from your dashboard, navigate to "Settings" in your sidebar navigation, and then click on "Phone Health" under your "Communication Tab." Next, select a team from the dropdown menu.
Once the team is selected you will be able to see usage and volume for SMS and MMS messages being sent from that specific team.
If a team is consistently above their limit and/or they are experiencing text message deliverability issues, their Bonzo numbers may have been flagged by certain telecom carriers. Typically a number receives flags when recipients mark it as spam or potential spam. As a SuperUser, you can empower your teams with Reputation IQ which allows them to see how their numbers appear to prospects across different networks and devices. It also allows them to recycle their Bonzo number up to 5 times. The old number remains active for existing clients, while the new number is used for new prospects.
Click on "Need more protection?" highlighted in the blue bar at the top of the page, and you will immediately be taken to "Addons" in your "Billing" tab to purchase the license(s).
*Note: photo does not depict accurate pricing.
Click on the pink "Update addons" button at the bottom to complete the purchase.
Finally, you will need to apply the Reputation IQ licenses at the team level. Click on "Teams" in your sidebar navigation, then choose a specific team. Scroll to the right on a user and click the three vertical dots or breadcrumbs. You will now be able to toggle "Reputation access" for that specific user.
As an administrator, the SuperUser can set up Domain Authentication for users across the organization. This is essential for ensuring that your teams' marketing emails reach their audiences' inboxes rather than their spam folders. By configuring a custom marketing domain, you can significantly improve email deliverability and present your messages as branded communications from your company.
The following information provides a high level overview of the domain authentication process, for more detailed information, follow the link at the end of this section.
To begin domain authentication, click on "Settings" in your sidebar navigation and then click on "Email" in your Communication settings. Here you will be able to see the status of company's domain authentication.
Click on "+Add domain" to begin domain authentication.
Ensure you have a domain ready for use. For domain authentication, you cannot use your primary domain directly (e.g., yourcompany.com) but will set up a subdomain (e.g., mail.yourcompany.com).
Decide on the subdomain you will use for email marketing purposes. Common choices include “mail,” “marketing,” or “outreach.”
Custom DKIM Selector is an optional field that does not need to be specified unless required based on your domain setup.
After specifying your subdomain and clicking Save, Bonzo will provide a set of DNS records that need to be added to the DNS configuration for your domain.
After adding and verifying all necessary DNS records, return to Bonzo and proceed with the domain verification process. Check the box acknowledging that you've "added these records" and click “Verify."
This verification process takes some time. Please keep the page / tab open and running in the background until it has completed.
Once completed, you can attach emails to team members across your organization using the new authenticated domain address. In the "Email" tab click on "Options" and "Custom Emails." This is where you will see all the other users in your organization.
Scroll down on the list and locate the team members you would like to update.
Use the drop down tab on the right to choose the new authenticated domain address. Use the field on the left to type in a unique identifier for that user (i.e. brett@mail.bonzo.com). Complete this process for each team member in your organization.
Back in the main "Email" tab click on "Options" and then on "Statistics" to see analytics based on every email sent out from your authenticated domain (marketing server).
Scroll over the day to see specific data that includes delivered, click, blocks, etc.
Statistics Key via SendGrid:
Blocks: When your IP address has been blocked by an ISP or messaging organization. Blocks are less severe than bounces and do not result in permanent suppressions: subsequent sends to blocked email addresses are not automatically suppressed.
Bounce Drops: The receiving server could not or would not accept the message. If a recipient has previously unsubscribed from your emails, your attempt to send to them is bounced.
Deferred: The recipient mail server asked SendGrid to stop sending emails so fast.
Delivered: The accepted response generated by the recipients' mail server.
Opens: The response generated by a recipient opening an email.
Processed: Requests from your website, application, or mail client via SMTP Relay or the API that SendGrid processed.
Spam Reports: Whenever a recipient marks your email as spam and their mail server tells us (SendGrid) about it.
Clicks: Whenever a recipient clicks one of the Click Tracked links in your email. In the Email History, SendGrid displays the date, time, and the URL for the link that was clicked.
Finally, select a date range in the top right and click "Export" to receive a spreadsheet via a CSV, Excel, or XML file. Choose to deliver it to your SuperUser email or to another company email address.
To learn more about Domain Authentication, click on the box below.
Verification Hub
The verification process is essential for all new accounts on Bonzo as it affects the deliverability of calls and text messages. When an account is verified there are immediate benefits:
Messaging throughput increases: the number of messages the account can send per second increases with verified traffic
Trust with carriers improves significantly, reducing the chances of the account's number being flagged as spam and increasing the delivery rate of messages.
As a SuperUser, you can create verification templates for teams across your organization. This enhances efficiency and ensures that new teams have the correct information when beginning the verification process.
To access the Verification Hub and set up verification templates, from your dashboard, click on "Settings" in your sidebar navigation and then "Verification Hub." Next, select a team from the dropdown menu in the top right.
For teams that have already begun or completed verification, you will see a screen that looks something like this, providing green check-marks or red x's based on their review progress.
It's important to note as a SuperUser, you have the ability to "Request Vetting," if a team's throughput isn’t enough for your business’s needs. This additional vetting can be purchased for a one-time fee of 20k tokens. The Campaign Registry, a third-party provider, will do a deeper vetting of the information provided in the verification process and give your team a “Trust Score” to determine the throughput and volume apportioned to them. To learn more about throughput and additional vetting, follow the link listed below this section.
For a team that has not yet begun the verification process, you can establish a template for them by filling out the empty fields with important company information like EIN number, website, and company address.
It's important to ensure each field is filled out accurately, as mistakes and incorrect information can delay the verification process.
Once you've completed the form and clicked "Save" this information will populate in the fields of the team's account owner, typically the Team Lead, and they will be able to formally initiate verification from their account.
To learn more about Verification, click on the box below.
To learn more about Additional Vetting and Throughput, click on the box below.
Communication settings in Bonzo allow you to customize how you communicate through email and your unique Bonzo number, starting with the essential verification process to ensure message deliverability. While many features are team-specific, SuperUsers provide oversight, analyze communication data, and grant access to improve efficiency. With the tools and processes listed above, SuperUsers can ensure effective, branded communication across the organization.
To learn more about the SuperUser, click on the box below.