Text us on a church's website: what support checks

A church turns its website’s Text us button on and off itself, in Communications → Text us. Support helps when it can’t, or when a visitor didn’t get the confirmation text.

“We can’t turn it on”

The church can’t text yet. It needs its own texting number (set up by DCX Logic) or, for a demo or pilot on staging only, Pilot texting on its page in the control plane (see Turning on pilot texting for a church). Once either is live, the switch works. In production only the church’s own number counts.

“A visitor didn’t get a text”

Ask the church to open the conversation in its Inbox: the note at the top says why. The usual reasons:

• they didn’t tick the box (no text is ever sent without it);
• pilot texting is on and their number isn’t a pilot tester’s;
• a confirmation went to that number in the last ten minutes;
• HoW wasn’t sure who it was (staff use Add this person);
• the number belongs to a child on the church’s records.

Before turning it on with a church’s own number

The button is an opt-in method. A church with its own texting registration must have “website Text us (web form)” in its campaign’s message flow, with a screenshot of the panel, before turning it on. Update the registration first (the texting runbook’s part H). Under DCX Logic’s pilot campaign (staging only) nothing needs updating: only pilot testers are ever texted.

Good to know

• Support can’t read a visitor’s message without a support session on that church.
• Nothing about Text us changes any Twilio setting.