Platform Release Notes 26.22

2 Way SMS Opt-In/Out Status Report

What is changing:

We’re adding a new “2 Way SMS Opt Status Report” under Crew Manager > 2 Way SMS Reports. This report allows admins to export a CSV showing which users are Opt-in, Opt-out, Company Controlled, or Unknown, so you can quickly troubleshoot messaging issues and follow up with users who opted out.

The report is only available to customers with 2-Way SMS enabled, and access is controlled by the "Crew Mgr - 2WaySms Opt Status Report” permissions within the Crew Manager section of security groups.

The following columns are included in the report:

•Phone number
•2 Way SMS Status
•Contact Name

•  If the phone number is assigned to multiple contact records, a row will be included for each contact

• Contacts that are in the inactive or deleted status will not be included in the report

  
  For each contact include the following columns
  o Web ID
  o VRU ID
  oLevel 3 location
  o Level 4 location
  o Primary Class

  
  Who is involved:
  • ARCOS/Platform Admins (security group managers)
  • Operations / Dispatch supervisors who manage 2-Way SMS usage
  • Support/Helpdesk teams who troubleshoot “not receiving texts” situations

What you need to do:
• Ensure the correct security groups have permission to access the report
• Communicate to users where to find the new report

2 Way SMS Message History Report

What is changing:
We’re adding a new report under Crew Manager > 2 Way SMS Reports called “2 Way SMS Message History”. This allows authorized admins to export a CSV of 2-Way SMS conversation history for auditing purposes—especially helpful because the current UI only looks back 30 days.

• Date range can be up to 62 days
• Optional filters: Back Office User(s), Mobile User phone number (partial match supported), and Message Status

Access to this report is controlled by the new permission “Crew Mgr - 2WaySms Usage Report” located within the Crew Manager section of permissions.

The following columns are included in the report:
•Message sent date/time - Timestamp of when the message event occurred. It’s formatted the same as the SMS chat window and uses the same time zone logic as the chat window.
•Sender’s Name - Sender name formatted as: LastName, FirstName MI. (Nickname) (with missing parts omitted)
•Sender’s Web ID - Web ID of the sender (if available)
•Sender’s VRU ID - VRU ID of the sender (if available)
•Sender’s Type - Populated as either Back Office User or Mobile User
•Sender’s Crew Name - The sender’s crew assignment at the time the message was sent (“at time of” rule)
•Message Content - The text/body of the message
•Message Status - The message status value from the system’s supported status: NEW, QUEUED, SENT, FAILED, RECEIVED, NOT_SENT, FAILED_TIMED_OUT
•Sent to Phone Number - The destination phone number the message was sent to
•Matched mobile user’s name - The mobile user contact name matched to the phone number (if a match is found)
         Note: If multiple contacts match the same phone number, the export includes a row per matched person,              even if it’s the same message.
•Matched mobile user Web ID - Web ID for the matched mobile user contact

•Matched mobile user VRU ID - VRU ID for the matched mobile user contact
•Matched mobile user Level 4 / location - Level 4 / location for the matched mobile user contact
•Matched mobile user job class - Job/classification for the matched mobile user contact.
 

Who is involved:
•ARCOS/Platform Admins (who control security access)
•Compliance / audit stakeholders (who may request historical communication exports)
•Operations leadership / dispatch management who need visibility into back office/field messaging
•Support/Helpdesk for investigations and escalations.

What you need to do:
•Ensure your org has 2-Way SMS enabled (otherwise the report won’t be available).
•Assign the correct users/security group with the required permission so they can access/download the export.
•Let report users know:
        o They must select a valid date range (max 62 days) to download
        o Phone number filter expects US 10-digit numeric input (no country code; validation will block longer                       values)