🛠️Getting set up
Onboarding steps in Gleantap
Last updated
Onboarding steps in Gleantap
Last updated
When you first open your new Gleantap account, you will see an onboarding module that is designed to help you get started.
In order to fast-track your account set-up, click on the green 'Continue Onboarding' button to set up some basics. Those next steps are covered below.
On this step, you'll be asked to fill out some basic business information, such as Business Name, Phone Number, Country, and Time Zone.
Business Name: This will be used throughout the account wherever your business name is mentioned.
Phone Number: This will be the number your calls are forwarded to when someone calls back the number Gleantap assigns to your account.
Country: This will help the team identify what phone number to assign to your account.
Time Zone: Very important to make sure this is set correctly to ensure your campaigns send at the expected time.
Fairly straightforward. We ask that you enter your business address not only so your customers know where to find you, but to stay compliant with email providers that prefer to see a physical address at the bottom of your email campaigns to prove you are a real business.
On this step we'll ask that you add your logo and main brand color via HEX code. If you don't have these with you at the time, you can simply hit 'Skip' to continue the process.
Logo: Ideally this should be a transparent .png version of your logo so that it works across different templates/forms.
Primary Color: This will help to customize the built-in templates and forms in your account to start you off with branded material.
We'll cover this more in the Configure SMS section, but on this step you're simply deciding what type of number you'd like to use and what auto-response you want to set up.
Your Customer Success team will walk you through setting up your phone number, so if you haven't spoken with them yet, you can simply skip this step.
Phone Number: If you plan to use a toll-free number, you can select one from this step and hit continue. If you'd like to use a 10-digit local number, speak with your CS team or email us at support@gleantap.com so we can help you set that up.
Auto-response: This auto-response will be triggered when someone that is not already in your contact list texts the number you are setting up. Our default response asks them to add the number to their contact list, but feel free to customize this as needed.
Once your number has been chosen, there are additional items we'll need for you to configure regarding your SMS number/campaigns. We'll break down each below.
How are your customers going to opt-in for SMS? We need to know how people opt-in so that our carrier will approve your number for SMS marketing. If you have questions about this, feel free to ask your Customer Success team for guidance.
How do you want to Opt-In contacts? Single Opt-in vs. Double Opt-in: If you select Single Opt-in, contacts will be opted-in when they give you their info and only will be opted-out if they reply STOP. If you select Double Opt-in, contacts will need to reply YES after providing their phone number to confirm their opt-in. Only those who reply YES can then be contacted.
Do you want to require a double opt-in (Recommended)? Basically the same question as before - Single vs. Double. We do recommend the Double Opt-in, but depending on your circumstances, we can help you set up a process that works best for you.
For the next three items, we have built in suggested language that you are free to update, but certain parts need to remain in place. See below.
Double Opt-In Request: If you selected 'Double Opt-in,' this will be what is sent to new users to ask them to opt-in with the keyword YES (or START/JOIN) - the part requesting them to reply YES needs to stay, the rest can be edited.
Thank you - Optin: This is what will send after they reply YES. Primarily it serves as a confirmation, but you're welcome to use this message to tell them more of what to expect now that they have opted-in. You'll need to keep in the part that says they can reply STOP to opt-out, just in case they forget.
HELP keyword: If someone replies HELP, they likely aren't sure why they are opted-in. We recommend directing them to your website and reminding them why they are opted-in in the first place.
Quiet Hours: These can be set for both email and SMS. The way they work is that during the hours you set, no automate messages will be sent from your account. So if you have a campaign set up to go out at 5:30am, but your quiet hours go until 7am, the campaign won't actually be sent until after 7.
By default, we have set the quiet hours from 7:30pm-9am. To avoid issues with compliance, make sure that your quiet hours at least cover the hours of 10pm-4am, if not more.
Similar to configuring SMS, configuring your emails is important for setting up your account. This will likely require some help from your Customer Success team, so make sure to discuss that with them on your onboarding calls or email support@gleantap.com
What email address do you want to send emails from? This will be the default 'sending email' for your account, so while you will be able to select other emails to send from, this will always be the default selection when setting up a campaign.
Your default Gleantap email (Emails forwarded here will show in Gleantap Inbox): This is important to remember if you'd like to set up email forwarding from your main inbox into Gleantap. More on that here.
Send emails using: Gleantap Servers or My SMTP - We almost always will set up emails using our servers.
Finally, the most important part of setting up your account is integrating Gleantap with your customer software. Simply click on the software you work with and follow the instructions to finalize this step.
Your other option is to 'Upload a CSV,' which you can do if you do not have a data integration available. Even if you do, we recommend uploading any Unsubscribed contacts to your account to opt them out.
And there you go! Once you add your integration, the onboarding program will disappear and you'll be all set.
