Send voice messages in Messages XR

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Misty Flowers

Messages XR supports sending recorded voice messages to constituents' phone numbers alongside email and SMS. Voice messages require mobile or phone numbers in constituent profiles and must comply with TCPA regulations (8am-9pm). The voice message is recorded or text-to-speech generated and sent as an automated call.

đź’ˇQuick answers

  • What data must be in constituent profiles before sending voice messages? Phone numbers (mobile or landline) must be populated in constituent profiles; the feature is currently available for US-based organizations.
  • What are the TCPA requirements for voice messages? Automated voice messages must be sent between 8am and 9pm local time; obtain appropriate consent before sending Promotional voice messages.
  • How is a voice message created in Messages XR? On the Message Details screen, select the Voice tab, then either record a voice clip directly or use text-to-speech to convert your message text into a spoken audio message.
  • Can a voice message be sent at the same time as email and SMS? Yes; in Messages XR you can toggle on multiple channels simultaneously and the message is delivered via each selected channel in the same send.

Messages XR allows you to send voice messages out to your community at the same time as you send email, SMS, Page Pops, and pushes to Social Media. This article will focus on how to send via the voice message channel. 

In this article

You may see options in this article that are not visible on your individual platform. Messages XR is an add-on to Messages, providing SMS, voice, and social media channels. Contact your Client Success Manager or email clientsuccess@finalsite.com to learn more about how to get started. 

Step 1: Confirm your data

It's important to confirm the data that exists in Constituent Manager in your Constituent profiles for your recipients.

  1. Open up Constituent Manager > a recipient's account profile.
  2. Scroll to find the Contact Information section.
  3. Confirm that a phone number exists in the profile. 
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Important Notes about Home and Mobile Numbers

  • Be default, Voice calls go to the number labeled as Home Phone in Constituent Manager.
  • If there is no Home Phone listed, it will call the number listed as Mobile Phone.
  • The system will not call multiple numbers but only one.

Step 2: Consider consent requirements

Students, parents, and faculty who provide phone numbers to educational institutions are effectively granting consent to receive voice messages for “important information,” as well as non-emergency messages related to the school's "educational mission." For additional details, please refer to Consent requirements for text and voice messages.

Step 3: Compose a voice message

After you've named your message, go to the Message Details screen to configure your message and add messaging channels.

Select Important Announcement, and as you add group(s), the total number of users who are subscribed to each channel will appear on the corresponding tab below. You may choose whether to send this message via each channel.

To add a voice message:

  1. Go to the Voice tab.

  2. Select the toggle for Voice.

  3. Select Text-to-Speech and type your message in the field to automatically convert it to an audio recording. You are allowed up to 3,000 characters.

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  4. Use the Record Message option to record yourself delivering the message. You are allowed three minutes of record time. Use the "Scratch Pad" if you want to type notes that can be dictated when you are ready to record.
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  5. Use both Text-to-Speech and Record Message for scenarios where you want to voice record one language, but use text-to-speech where you can translate into other languages.

Voice Calls Best Practice

Let your constituents know who’s calling! As you’re composing or recording the voice message to send, don’t forget to include your organization’s name and an introduction. When the user answers the call, the first thing they will hear is your message.

How to unsubscribe from voice messages

When recipients listen to the voice message, they will hear an audio prompt to press a number to unsubscribe.

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