Voicemail Recordings

This process outlines how to set up, upload, and manage voicemail recordings for your TheraSaaS phone number.

1. Prepare Your Voicemail Recording

• Ensure that your voicemail recording is in MP3 format.

• Make sure the file is not too high in quality (keep the kilobytes per second low for optimal performance).

2. Upload Voicemail Recording in Two Possible Locations

Option 1: Upload in User Settings (Team Management)

1. Go to My Staff under Team Management.

2. Click Edit for the specific user you want to upload the voicemail for.

3. Scroll to Call and Voicemail Settings.

4. Upload your voicemail MP3 file.

   • This voicemail will be used when the phone number is assigned to this specific user.

Option 2: Upload in Business Profile

1. Go to Business Profile in Settings.

2. Navigate to the Call and Voicemail Settings section.

3. Upload your voicemail MP3 file.

   • This voicemail will be played if the phone number is not assigned to any specific user.

3. How Voicemail Recordings Work

• If the phone number is assigned to a specific user:

  • The voicemail recording uploaded under that user’s settings in Team Management will be played when an inbound call goes to voicemail.

• If the phone number is not assigned to a user:

  • The voicemail recording uploaded in the Business Profile under Call and Voicemail Settings will be used.

4. Assigning a Phone Number to a User (Optional)

1. Go to My Staff.

2. Click Edit for a user.

3. Under Call and Voicemail Settings, assign the TheraSaaS phone number to that user.

   • This will ensure the user-specific voicemail is played.

5. Voicemail Playback Order

• First priority: If a phone number is assigned to a user, the user-specific voicemail will play.

• Second priority: If no user is assigned, the business-level voicemail will play.

By following these steps, you can ensure that the correct voicemail recording is played depending on how the phone number is assigned within your TheraSaaS system.

Trust Center

Process for Trust Center Inside TheraSaaS

This process outlines how to navigate and complete tasks within the Trust Center in TheraSaaS. The Trust Center is crucial for ensuring that your business communications are trusted and recognized by phone carriers.

1. Accessing the Trust Center

1. Go to Settings in TheraSaaS.

2. Click on Phone Numbers on the left-hand side.

3. Within the phone number section, click on the Trust Center tab to manage trusted calling and registration processes.

2. Business Profile Setup

• Purpose: The Business Profile in TheraSaaS ensures that your business is recognized as legitimate and credible by email, voice, and SMS services.

• How to Complete:

  1. In the Trust Center, click on Business Profile.

  2. Enter all required information, such as your business name, address, and other relevant details.

     • Use the address recognized by the IRS for your business to avoid issues.

  3. Submit your profile for review.

     • Approval may take a few days.

  4. Once approved, this allows your communication (calls and messages) to be trusted by carriers.

3. Trusted Calling (SHAKEN/STIR) Setup

• Purpose: Enabling Trusted Calling (SHAKEN/STIR) helps ensure that your calls made through TheraSaaS are not flagged as spam by carriers.

• How to Enable:

  1. After your business profile is approved, you can enable Trusted Calling in the Trust Center.

  2. You don’t need to fill out any additional forms; just ensure that your business profile is completed.

  3. Once enabled, this will take a few days for approval.

  4. After approval, you will see a blue indicator showing that Trusted Calling is enabled. This ensures that calls made from your TheraSaaS phone number are recognized as trusted by phone carriers.

4. A2P Brand and Campaign Registration (For SMS)

• Purpose: The A2P (Application-to-Person) Brand and Campaign Registration is for text messaging. It ensures that your SMS messages are recognized as legitimate by phone carriers and helps prevent them from being marked as spam.

• Important Notes:

  1. Once started, you cannot go back and edit any answers during the registration process. You can pause and come back later, but it will pick up where you left off.

  2. The registration process has eight steps. Some steps will be skipped automatically if your Business Profile is already completed and approved.

• How to Complete:

  1. Start the A2P Brand and Campaign Registration in the Trust Center.

  2. Follow the guided steps.

  3. Be prepared to provide examples of the types of messages your business will send. This includes the message templates you plan to use for customer communication.

  4. A help document or template will be available to assist you in filling out the required fields.

  5. Once completed, this ensures that your SMS messages will be recognized as legitimate and not spammy or malicious.

5. CNAM Registration (Coming Soon)

• At the time of recording, the CNAM (Caller Name) Registration is still under development and labeled as "Coming Soon." Once available, this will likely allow you to register the name that appears when you make calls.

6. Summary

• Business Profile: Fill out and submit for review to establish your business’s legitimacy.

• Trusted Calling (SHAKEN/STIR): Enable once your business profile is approved to prevent calls from being marked as spam.

• A2P Brand and Campaign Registration: Complete this process to ensure your text messaging campaigns are trusted by carriers.

• CNAM Registration: Not yet available but will be introduced later for managing your caller ID name.