MessageBee Q&A (Voice and SMS Notifications)

Pinnacle Libraries use Unique's MessageBee product to send phone and SMS text notifications to patrons.  

TABLE OF CONTENTS

• How does the data get sent to MessageBee?
• When are notices sent?
• Which notice types can be sent via MessageBee?
• What does the default phone message say to patrons?
• What happens if a patron does not answer the phone?
• How can library staff view deivery failure reports?
• How do I review/change the wording of the notice for my library?
• How can I check if a specific patron received a notice?
• How does MessageBee differ from the regular Polaris notices we had previously?
• Do libraries still need to record the patron's carrier information in Polaris?

How does the data get sent to MessageBee?

Phone notices and SMS notices both get sent to MessageBee from our Polaris system. Polaris will continue to keep track of which patrons should receive a notice, and will periodically send that information to MessageBee. 

When are notices sent?

Notice data is sent to Unique twice a day at 8:00 and 4:00.  However, to avoid patron disruption, the MessageBee system will only try to contact patrons between 9:00 and 6:00.

Which notice types can be sent via MessageBee?

MessageBee can support all of the regular Polaris notices, including: 

What does the default phone message say to patrons?

Hold Notifications

Hello. This is the Pinnacle Library Cooperative calling.  Our records indicate that you have an item or items being held for you.

These items can be picked up at the ______.  Please pick up these items within five days. Thank you!  This message will now repeat.

Overdue Notifications

Hello. This is the Pinnacle Library Cooperative calling. Our records indicate that you have an overdue item or items.  Please return these items as soon as possible. Thank you!  This message will now repeat.

What happens if a patron does not answer the phone?

• If a patron does not answer the phone, but has voicemail set up, MessageBee will leave a message.
• If a patron does not answer the phone, and is unable to leave a voicemail, MessageBee will try again in 1 hour.
• After three unsuccessful attempts (each 1 hour apart), MessageBee will report back as a failed notice.

How can library staff view deivery failure reports?

These reports can be generated in the MessageBee portal. Circulation Managers/Supervisors were provided credentials to access this portal.

To run a delivery failure report:

1. Log in to MessageBee 
2. In the Report Filters pane, select values according to the type of report to be run:
   • Communication Channel - Voice, SMS, or All
   • Defaults - Error Notification Types
   • Dates - If necessary, use the calendar to select the date range.  By default, this will be the last 7 days, unless changed.
3. Optionally, Notification Type can be used to limt to specific notification types (Hold, Overdue, etc.)
4. Click the Retrieve Report Data button.
5. From the results, select the Failures tab.
6. The report will list all of the failed notices in the time frame, with details about each notice
   • Date - the date the notice was attempted
   • Phone - the phone number of the patron as recorded in Polaris.
   • Barcode - the patron's ID in Polaris.  In the Find Tool, this is called "Record ID"
   • Reason - a description of why the notice failed, such as "Call was not answered" or "Invalid Phone number"
   • Notification Name - the type of notification (Hold, Overdue, etc.)

If notifications to specific patrons are regularly failing, libraries should consider changing the patrons' notification preferences in Polaris.

For more information on running reports in MessageBee, view this video.

How do I review/change the wording of the notice for my library?

The notification text for Phone and SMS notices can be viewed and changed via the MessageBee portal. Any changes to notice types made in this section will affect all notices for the entire library.

1. Log in to MessageBee.
   
2. Select the Templates icon.
3. In the Template Settings pane, select the communication channel and type of notice:
   • Communication Channel - Voice or SMS
   • Branch - Select the specific branch to be changed.  The wording can be modified for each individual branch to provide specific instructions.
   • Customer Template - the type of notice (hold, billing, etc.)
   • Template Subtype - The template for the specific notice/branch combination
4. Click the Preview button.
   
5. The wording of the notice will display in the gray box

    

   
6. To make changes to the notice, click the orange Modify Editable Fields button.

How can I check if a specific patron received a notice?

To check the status of a specific patron or to confirm an individual notice was delivered, staff can look up the patron through the MessageBee platform.  MessageBee often gives more detailed information than what is available through Polaris/Leap.

To lookup a patron, you will need the patron's phone number or PatronID.

1. Once logged into MessageBee, select the Detailed Search icon.
2. In the "Search Fields" pane on the right, select the type of search and enter the patron's information:
   • Search type: Select phone or barcode.
   • Search Term: Enter the patron's phone number or record ID based on search type selected.
     • Phone - The patron's phone number that the notice should have been delivered to.  Do not include hyphens or parentheses, only numbers.
     • Barcode - The patron's Record ID in Polaris/Leap, not their barcode.  This number will likely be 4-7 digits, not 14.
   • Notification Types/Subtypes (Optional) - If desired, select a specific notifcation type, to isolate certain notices.
   • Dates - Use the calendar to select the date range for the notices.
3. Click the blue Search button.
4. MessageBee will display a list of all of the patron's notifications in that time period.  Rows can be expanded to see additional notice details:

   
   

   

How does MessageBee differ from the regular Polaris notices we had previously?

The MessageBee product has two primary benefits for our libraries:

1. Technology - With the MessageBee platform, Unique hosts all of the necessary technology to ensure messages get delivered to patrons accurately and in a timely fashion. Our previous Telephony server was expensive, prone to failure, and relied on library staff for constant monitoring.  Similarly, the method that Polaris uses to send SMS text messages can regularly be viewed as suspicious by wireless carriers receiving the messages.  The MessageBee platform solves both of these technology issues.
2. The MessageBee Portal - Through the MessageBee portal, libraries now have access to troubleshooting information not previously available. Staff can also check the wording of their library's notifications through the portal and make changes directly.

Do libraries still need to record the patron's carrier information in Polaris?

Because MessageBee uses different technology to send text messages, it doesn't need the patron's specific carrier info in order to send text messages.  However, it's recommended libraries continue to record carrier information for text message eReceipts.