Shout 101: Overview and Definitions
Welcome to Shout!
We're so glad you're here. Shout's designed to make your life easier, whether that means managing your team, improving your customer support, or communicating better with your customers. Shout is here to help.
Getting Started With Shout
At it's core, Shout is designed to look and function like many of the apps you already use, but, of course, with some nuances. We'll guide you through getting started with Shout, so you and your whole team will be using Shout in no time.
Shout has four key components for handling your communications. You can use these four components in an unlimited number of ways:
1. Inbox - Your inbox is your hub for all of your Shout communications. You can message anyone with a phone number, shout account, or who's chatted with your business Facebook page right from the inbox.
2. People - Shout helps you keep track of all of your people. In Shout we call a single person, a Contact and a group of people a Group, so it's easy to organize your people and communications.
3. Automations - Shout includes some amazing automations to help you communicate with your people. These automations include Bots, Drips, Scheduled messages, and Recurring events.
4. Account Menu - The account menu sits at the top right of your computer or the top left of the home screen in your mobile app. Use your menu to customize and personalize your account, such as your messaging preferences, Shout profile information, and integrations and apps that you connect to Shout.
With any new application, it's important to understand the basic definitions and features. This short list of definitions will help you understand Shout, so you can then deep dive right into the specific use cases and Shout workflows that will set you and your team up for success.
Conversation List - The conversation list shows you your most important messages. It's organized from the most recent to least recent.
Conversation Thread - The conversation thread shows you all of the messages that have been sent and received as well as the outlet (Text, Shout to Shout, or Facebook) the message was sent and received by.
Channels - You can organize your inbox conversations into Channels. This makes it easy to prioritize work for you and your team.
Contact Sidebar - The Contact Sidebar provides all the relevant information that you need to have an effective conversation, including contact information, previous activity, future schedule messages, orders, shipping labels, and even notes.
Contacts - A contact in your Shout account is a person that are able to communicate with via Shout. You can keep track of Phone numbers, email addresses, social accounts, notes, orders, shipping labels, and much more for each of your contacts.
Groups - A group is collection of contacts and makes it easy to send the contacts one-to-one messages all at once, saving you time and helping you organize your business. You can also Run drip campaigns, start bots, and handle recurring events with a group as well.
Broadcast List - A Broadcast List allows you to create a dynamic list of people using groups, tags, or contacts, and then use that list to send a broadcast message, run a bot, or start a drip campaign to a large number of people at the same time. For example, you can create a broadcast list called "Team" that includes all the contacts from your account that belong to your "Team Blue", "Team Yellow", and "Team Green" groups and all the people that have the tag "Awaiting Team Color".
Recipients of a broadcast message receive the message as a direct message from you. You can send a broadcast message from a Broadcast List with any service including, Shout to Shout, Customer Service, or your Marketing number. You can include or exclude groups, tags, and even specific contacts. This is the perfect way to message customers, VIPS, and even family members with a custom message or to start a bot or drip campaign.
Bots - Bots put your simple conversations on autopilots by prompting a contact with a question. Each response your bot receives can trigger an action, such as adding a tag, sending a message, or adding the contact to a group or channel. Bots make it easy to scale up your customer communications without having to hire new customer support reps.
Drips - Drips send contacts or groups messages on a schedule that you set such as 10 minutes (or hours) after the previous message was sent. Drips are great for delivering content for marketing or training.
Recurring events - Recurring events allow you to send communication on repeating schedule such as daily, weekly, or monthly. Recurring events are great for collecting reporting information (time cards), sending reminders (quotas or incentives), and automating follow ups.
Folders - Folders are kind of like Google Drive but better because you can add anything you want from Shout to the folder, including bots, drips, and recurring events in addition to images, messages, videow and more! You can even see who's viewed your content, who's added content of their own, and who's duplicated your folder and added it to their own.
Invite links - Share links make it easy to invite your friends, family, team members, and colleagues and share your folders and more from your Shout account to other Shout users. They are perfect for helping your team members get up to speed quickly with Shout.
My Profile - The My Profile page allows you to edit and update what your contacts and other Shout users see about you. By default, your name, profile image, and shout username are searchable to other Shout Users. From their your can choose to share your phone number, email, social links, and addresses as well.
Settings - Click settings to customize Shout for your business, everything from your billing and subscription plan, how Shout handles order and shipping alerts, birthday messages, and the Facebook pages and phone numbers connected to your Shout account can all be tailored to fit your business on Shout.