Module Nuances

Feature

Recommendation

SMS, Notify, and MMS

• Ushur recommends a message length of 140 characters to accommodate URLs or links

• Ushur’s short URL feature can be utilized to shorten the URLs so they fit in a single SMS

• For longer messages, use the Invisible App.

• Ensure to warn users of any potential charges they may incur when interacting via SMS. It is an industry practice to include text such as “Standard SMS rates apply”.

• Use Auto Response to reply to conventional replies from users. Customers sometimes reply with conversational text as though they are communicating with a human at the other end of the line.  For example, when customers are sent an option to approve (Press 1) or reject (Press 2), they may end up responding with, “I need more details” or “I never signed up for this”.

Reminders

Use the enable validations or reminders features for modules expecting user input. This aids in better engagement rates with your customers.

When adding a reminder to the email module, make sure you enable "Send following messages to iAPP only". This will ensure the reminder in the module is executed and the flow will not jump to the next module.

Store Module

The store module allows a workflow to write into the metadata which can have certain special fields that are marked for triggering new engagements. Be aware of this cascading effect and leverage it only when there is no aftermath.

Delete Module

Exercise caution when you delete or add modules, especially when the workflow is integrated with external applications. Clients will query workflows or determine the status, and accidentally deleting a workflow may lead to unwanted consequences.

Note

To ensure that you do not delete the module accidentally, a confirmation prompt will be displayed.

Multiple Choice

Multiple Choice modules are used to control the experience for the user, by routing the experience flow based on the selection chosen by the user.

• Restrict choices to a number that does not adversely affect the user experience.

• Break them into separate modules with appropriate questions. Generally, ensure not to exceed 5 options when using horizontal buttons

• Enable better user experience such as a drop-down list for the users if a situation requires more than 5 options.

• Each option can have a specific route in the flow

• Each option can be used to capture the user selection and move to the next module.