Utilize the Communicator on Web

In this article, we will walk through the steps of how to send, view, and respond to messages via the Communicator. 

Things to know:

• Inbound and outbound messages through the MyTime Communicator contribute to your SMS usage
• SMS costs are calculated per segment, not per message. Carriers treat each segment as a separate message for delivery and billing, so every segment is counted and charged individually. This billing method is determined by carriers and is not specific to MyTime.
• SMS Segment Calculation & Billing:

  • Segments per message are based on length and encoding

  • Encoding Standards 

    • GSM Encoding:

      • GSM-encoded messages (standard letters, numbers, and symbols) allow up to 160 characters per segment. 

      • If the message is longer than 160 characters, it will be split into concatenated segments of 153 characters each.

    • UCS-2 Encoding:

      • UCS-2 messages (special characters, emojis, or non-Latin alphabets) allow up to 70 characters per segment. 

      • If the message is longer than 70 characters, it will be split into concatenated segments of 67 characters each.
        

      • Even a single emoji forces UCS-2 encoding, reducing per-segment capacity and potentially doubling the number of segments.

    • Note: Concatenation headers are hidden data that let the recipient’s phone reassemble multiple segments into a single message.

  • Each recipient receives their own copy, so the number of segments per message is multiplied by the number of recipients to calculate billing. Example: A 2-segment message sent to 50 recipients counts as 100 billable segments. If each segment costs $0.02, the total cost would be 100 × $0.02 = $2.00.

  • Learn more about SMS segments & billing here.
• When a client sends a message, a notification sound is played, and the chat window will appear on the screen.
• Clicking the 'X' icon on the top right of the chat window will remove that pop-up from the screen and pop up another one from the list. 
• In-store, we display a maximum of 10 conversations at any given time. However, all conversations will be accessible from the conversation section of the Communicator. 
• When a message fails to be successfully sent to a client via SMS using the Communicator, a "Message failed to deliver" notice will appear in the chat window. Additionally, staff members will receive audio feedback, ensuring prompt awareness of the unsuccessful delivery.
• Only jpeg', 'jpg', 'png', 'gif', 'pjpeg', and 'x-png' images below 5MB can be sent through the communicator. If a larger or unsupported image is added, you will receive an error message. Not a recognized image file" error plus "Supported image types are 'jpeg', 'jpg', 'png', 'gif', 'pjpeg', and 'x-png'"
  
• When using the communicator, please keep the following in mind:

  • Custom Guest App Installed: If the client has the custom guest app installed, the ghost text in the communicator window will display: "Messages will be sent via push notification."

  • Valid Phone Number and SMS Opt-In: If the client has a valid phone number on file and is opted in to receive transactional SMS, the ghost text will display: "Messages will be sent via SMS."

  • No Valid Phone Number but Valid Email Address: If the client does not have a valid phone number on file and is not opted in to receive SMS but has a valid email address and is opted in to receive transactional email, the ghost text will display: "Messages will be sent via email."

• For global clients, if a message is sent from the communicator on the guest app via push notification from the child account, the name of the child account will be included
• Responses sent via Communicator after business hours will trigger an email notification to the owner.

To send a message via the Communicator on the web, simply:

1. Select the Communicator at the bottom left of the page
2. Select a client from the list or search for a client                                                                                                                                         
3. Compose a message or attach a file and send                                                                                                                                                            

To respond to a message via the Communicator on the web, simply:

1. Select the desired chat
2. Compose a message or attach a file and send  
3. Minimize the chat window or remove it by clicking the 'X' icon on the top right

The conversation will be accessible from the Conversations section of the Communicator. 

The conversation will also be visible under the Messages section on the client's profile.

Related Article:

Utilize the Communicator on Scheduler App