When communicating with BrokerBot via text message, it’s important to be aware of the following carrier limitations:
Text messages (SMS) are subject to character limits, so long messages may be truncated or split into multiple texts.
Attachments such as PDFs or images are generally not supported via SMS due to varying restrictions across wireless carriers. Attempting to send an attachment may result in a failed message or the file simply not being delivered.
Requesting Attachments: The Recommended Method
If you need a document (such as the W-9) while using BrokerBot over SMS, use the following language:
“Send me the W-9 as a link so I can click to download it to my phone.”
This phrasing prompts BrokerBot to provide a downloadable link to the document, rather than attempting to send the file directly through text.
Why use a link?
Download links are more reliable and universally supported across all carriers and devices.
Users can click the link and open/download the file directly on their mobile device.
What to Do if BrokerBot Doesn’t Provide a Link
If BrokerBot does not automatically reply with a clickable link (for example, if it tries to send the file another way or cannot find the file), this is an opportunity for a quick improvement:
Recommend a training moment:
If possible, provide this feedback:“Whenever anyone requests the W-9, I want you to provide it as a hyperlink so the user can click to download it to their device.”
This helps BrokerBot learn the correct behavior and ensures that future requests are handled more effectively.
Summary:
Always request attachments (like the W-9) as a download link, not as an attached file, when using BrokerBot over SMS.
If you encounter issues, give feedback recommending that BrokerBot always delivers requested files as links for easy access.
If you have further questions or do not receive a usable link, please contact support for assistance at [email protected]