FAQ - MessageBee for Email and SMS notices

WYLD began the process of moving library notices that are emailed or sent via SMS to patrons to MessageBee in December 2023.  This service replaces the traditional emailed notices, HTML notices, and SMS notices in WorkFlows.  Notices that are used to mail a paper copy or for a phone list will still run as normal.

The benefits of using MessageBee for these modes of communication with patrons are:

• Libraries can more easily modify the messages that patrons receive, including library branding, promotional banners, and more.
• Staff can troubleshoot problems with email or SMS delivery, something that is very difficult or impossible to do with traditional notices in WorkFlows.
• Staff can sign up to receive a daily digest of the total number and type of notices delivered.
• Staff can communicate with patrons through the optional 2-way SMS portal in MessageBee

More details can be found in the MessageBee manual MessageBee Training Manual

Which notices are sent from MessageBee?

Pre-overdue, overdue, hold notifications, auto renewals, and assumed lost (if applicable) will be sent from MessageBee.     For libraries who are offering text messaging (SMS) notices for patrons, it is important to understand that patrons will only receive one type of message or another.  If they have a mobile number, they will receive a text, and not an email.  If the text message is undeliverable, they will NOT receive an email, so it is important to manage the failure reports in MessageBee to ensure patrons are getting the communications the library expects.. If the patron only has an email address in their record, they will receive an email.

Should we contact the WYLD Office or MessageBee for assistance?

Although you can request help from MessageBee (Unique Management Services), it is probably best to start your question with the WYLD Office.  We can refer your question to MessageBee if we are unable to assist you.

How does this change library staff processes?  

Staff still use the finished reports in WorkFlows to view the results of notices that need to be physically mailed to patrons or for phone lists.  To see an overview of who has received emailed or SMS notices, your library will have a login or multiple logins created to access the MessageBee site to view reports, and to edit your patron notifications, if the need arises. Staff should regularly review the failed message reports to see if a patron's information needs to be edited.  For example, their email address or mobile number may be incorrectly formed or no longer working.

When notices are emailed from the traditional WorkFlows reports, any undeliverable emails are sent to an email address we have on file for your library.  Now that we are using MessageBee, undeliverable emails will be in the failure reports on the MessageBee platform.

*If there are branch libraries in your system that do not send out notices, or don't email or use the SMS feature in Workflows, they will not be included in MessageBee.  

Can each library branch have a MessageBee account?

In the first phase of the project, library systems are grouped together.  The reports that let you know how many notices of which type were sent out are grouped together, so it isn't possible to look in MessageBee and get a count of, for example, the total number of SMS messages sent to just one branch or another.  Keep in mind that branch notices reports in WorkFlows for paper notices and phone lists are still running as normal.  

Do libraries manage their message templates?

Users with logins with full privileges can edit their library's templates.  If you need assistance, contact the WYLD Office.  Please be aware that any SMS templates should be under the 160 character limit to avoid sending multiple messages.

How does MessageBee get the information about the overdues or holds?

The order of reports running in WorkFlows is very important to ensure that this process works.  First, all libraries' regular notice reports run, and then the MessageBee reports run. An extract of information is then transferred to the MessageBee server.  MessageBee processes the extract to filter the results through the appropriate library template.  For this reason, there is a small delay in when the reporting data is available in MessageBee each morning.

What patron data is stored in MessageBee?

Patron data is available for 60 days on the MessageBee server so that libraries can view success and failure reports for individual addresses and preview the actual notices sent to those users.

Where do the cover images come from in the MessageBee emails?

MessageBee has been configured to use Content Cafe (WYLD's subscription for Aspen) so images that show in Apsen should also show in MessageBee.  If there is a problem with the image displayed in a notification, it is best to open a ticket with MessageBee directly.

What type of training is available for staff?

A recording of training is available to watch on demand by viewing this FreshDesk article - MessageBee staff training

Can MessageBee send SMS notifications to International numbers?

At this time, SMS to numbers outside the United States is not supported with MessageBee.

Why does my library have SMS notice reports in MessageBee, but my library does not use SMS?

If a patron has an SMS number stored in the SMS Notice Contact information tab in their user record in WorkFlows, they will receive notifications from MessageBee through SMS.  To prevent this, you must remove the SMS number.  A patron may have an SMS number if they are another library's patron that *does* use SMS and have borrowed materials from your library, or you may have overlayed a patron from another library and did not remove the SMS number from their record.  For more information, see this article.

How does MessageBee process emails when a patron has more than one email address in their record?

Sometimes staff will enter multiple email addresses in a user record, separated by a comma, to show alternate email contact information.  They may also enter multiple EMAIL fields in an address record.  MessageBee will send notificatios to up to three emails in a user address record,