What staff can do
Staff Messaging (WhatsApp & SMS)
This page covers the two things staff can do themselves: reply inside the 24 hour window, and send SMS reminders.
Take over inside the 24 hour window
Once a contact replies to the weekly WhatsApp message, the 24 hour window opens. During that window, staff can take over the conversation and reply normally — no template needed. Read the thread, reply in the same channel, and keep it friendly and short.
Sending inside the 24-hour window
Send SMS reminders
Staff can also send SMS reminders for individual events. SMS is for short, timely reminders — for example, "Story Time is tomorrow at 10 AM at the Dover Library." Use the Contacts list to find the right audience and send the reminder.
Send SMS using Contacts
✓Good to remember
SMS reminders are a staff task once you are trained. Keep them short, include the event time and location, and only send to the relevant audience.