Echo User Guides
Day-to-day work in Echo: the inbox, filters, resources, admin.
40 articles
Day-to-day work in Echo: the inbox, filters, resources, admin.
40 articles
2-Factor Authentication (2FA) is a simple yet powerful tool that adds an extra layer of protection to your accounts, beyond just a password.
Adding resources into Echo can be a way to provide quick access information and links to your Echo users and for Echo users to provide information quickly to the seekers they are talking with.
Do you want to add a Code of Conduct or Statement of Faith agreement for your Echo Users to sign before they take conversations in Echo?
There may be a variety of situations where you want someone to be notified if that situation arises.
Have you ever wanted more control over the source selections in Reports and CRM? Then you're going to love this new Echo feature called Source Groups.
Note: The filters area has been updated with new documentation. This document does a good job at explaining the basics of how filters work.
Filters are a set of triggers, rules, and actions to help correctly route your client messages to the group of users you want for response.
Filter labels can assist you in providing information to your users about the contents of a message before they select it from the Inbox.
Are your users missing important messages in group chat because some messages are too long?
In Echo, if enabled in a permission set, an Echo user can attach a short document or audio clip to their outgoing message.
Resource Collections can be used to group resources together and assign to a permission set.
Auto-Responders provide you the ability to set up pre-determined messages to go out at pre-determined times for any referrer/sources that offer this option.
Some Social Media platforms allow for management of post comments in addition to direct messages.
From Echo, go to Admin-Settings-Tenant Settings.
The Echo Scheduler is designed to help you organize your users into time slots for service.
We've expanded the functionality of Autoresponders, which are primarily used with SMS or WhatsApp, to include Telegram.
US carriers require every organization that sends texts to register who it is. Until your brand and campaign are approved, your numbers cannot reliably send.
The first screen an admin sees. It answers one question: what has happened in the last 24 hours, and it is deliberately narrow.
The Users screen is where a responder is added, activated, given a role and, when they leave, taken off the account.
Alerts is where you set up who gets told. Alert Messages is the record of what was actually sent, the screen to open when somebody says they never heard anything.
An audience is a saved list of people you can text as a group, built by importing a file of names and numbers.
Search for a number by area code, city or pattern, and add it to your account. It costs money every month, so choose deliberately.
A call flow is what a caller hears and where their call goes. Build one from a template, then point a phone number at it.
Everyone who has texted a keyword and joined a campaign, how far through it they are, how to take somebody off, and how to put them back.
Client fields are the extra questions your responders can record on a seeker's record, preferred name, age range, home church. You choose which ones your ministry uses.
A source is one place a seeker can reach you, a phone number, a chat website, a Facebook page, an email address. Almost everything else in Echo is organized around them.
Conversations that happened somewhere else, a paper form, another system, an event, can be brought into Echo as a CSV so they appear in reporting alongside everything else.
News items are short announcements that appear inside Echo for your responders. Responders see the newest one, as soon as it is saved.
Every phone number on your account, what each one can do, and the branding registration a number needs before it can send texts in the United States.
The language list decides which languages a conversation can be tagged with and which translations your team can work in. Add and remove them here.
A permission set group is a folder for permission sets. It exists so that a long list of sets can be handled a few at a time instead of one at a time.
A quota limits how often one person can reach you on the phone or on web chat. It is how a ministry protects its volunteers from a repeat caller without blocking them by hand.
Rep phones are the numbers Echo rings to reach a responder. This screen also holds the phone queue setting and the ministry's default call flow.
A response time limit puts a conversation back in the inbox when a responder has left a seeker waiting too long, so somebody else can pick it up.
Restricted tags are a fixed vocabulary of tags your responders choose from, with synonyms folded into one root word, so reporting counts one thing once.
A risk word is a word that, when it appears in a message, marks that message so it can be found later. It is how a ministry keeps track of the conversations it most needs to look at.
The SMS screen sends one message to a list of numbers you paste in. It is for the announcement that does not fit a campaign, and it goes out immediately.
A toll-free number cannot reliably send texts until the carriers have verified it. This is where you file that verification and watch it move.
Echo can hold your responder training, videos and quizzes, organized into classes a volunteer works through before their first shift.
How to add a new card or bank account, choose which one Echo charges, remove an old one, and change where your invoices are emailed.
Send us your Echo address and a screenshot of what you are seeing, and it goes to somebody who can look at your account.