What is GOCare Messenger?

GOCare Messenger is an automated, intelligent SMS communication system that keeps customers informed about billing, appointments, and service status—without requiring them to call in. It enhances self-service, reduces inbound support volume, and drives faster collections through smart, two-way texting.

GOCare Messenger is a powerful component of the GOCare platform that enables broadband service providers to deliver automated, personalized SMS messaging to customers. Unlike generic texting tools, Messenger is purpose-built for telecom operations, integrating directly with your billing and service systems to provide timely, relevant updates—like payment reminders, appointment confirmations, and more.

Messenger doesn’t just send messages—it also captures responses, tracks customer interactions, and powers other GOCare tools like Connect, Pulse, and OutageIQ with SMS capabilities.

• Supports subscriber-initiated conversations, not just replies to outbound messages, allowing customers to engage on their terms.

• Subscribers can initiate "pull" messages at any time using keywords like BAL (balance), PAY (last payment), APPT (next appointment), or HELP.

• Keyword replies can be automatically responded to or routed into GOCare Connect for live agent follow-up.

• Enables seamless transitions between automated flows and live support, maintaining full visibility in Connect.

GOCare Messenger is built to comply with A2P (Application-to-Person) SMS regulations, ensuring messages are not only effective - but also legal and reliable.

Messenger includes:

• Built-in support for carrier-mandated opt-in/opt-out protocols

• Full management of campaign registration and number provisioning to meet carrier and industry requirements

• Ongoing monitoring to prevent violations that could lead to message blocking or service disruptions

• Compliance with 10DLC standards, CTIA guidelines, and carrier throughput thresholds

GOCare handles all of this complexity so your team doesn’t have to - freeing you from the risk of accidental noncompliance and ensuring your messaging is always deliverable.

• Messenger sends automated, rule-driven text messages based on key account events.

• Message types include billing (e.g., payment due, payment posted), appointment reminders, and service-related alerts.

• All content is fully customizable and compliant with carrier and industry requirements.

• Messenger powers SMS chat channels in GOCare Connect.

• Responses from customers can be directed to agents, maintaining a single journey view across SMS and other channels.

• GOCare manages auto opt-in via welcome messages at onboarding and after key events (e.g., account activation/deactivation, phone number management/changes).

• Supports full opt-out (STOP) and opt-back-in (UNSTOP) capabilities, with carrier-level compliance.

• Push Messaging: Automatically triggered based on system events.

  • Billing alerts (statement available, payment posted, past due)

  • Appointment notifications (reminder, change, confirm, cancel)

  • Outage/Maintenance Notifications (If OutageIQ is enabled)

• Pull Messaging: Customer-initiated keyword requests.

  • Examples: BAL, PAY, APPT, etc.

• Opt-in eligibility is determined by account status, account group/type, and billing system configuration.

• Clients can customize who receives messaging and when based on their operational needs.

• GOCare helps you define and approve message templates based on your business rules and tone.

• Messages are tailored to:

  • Specific events (e.g., autopay draft reminder)

  • Delivery timing (e.g., X days before due date)

• All clients are required to host a Messenger Alerts Page with:

  • Terms & Conditions (required)

  • Keyword List (required)

  • Frequently Asked Questions (recommended)

• This page is linked in the Welcome Message and supports subscriber transparency.

• Messenger supports phased rollout (e.g., 1,000 accounts per day) to manage support impact. This initial rollout is customizable and configured at onboarding and is monitored daily after launch.

• GOCare monitors delivery performance, message failures, and carrier compliance.

Messenger integrates with your existing billing system and customer data via API where available. Without API capabilities, GOCare will work with clients to establish a file feed to accommodate the necessary data.

GOCare will work with your team during implementation to:

• Extract data and validate eligibility.

• Configure opt-in logic and message triggers.

• Launch and audit the messaging experience.

Once launched, Connect can be used to manage customer support interactions tied to Messenger activity.

If Messenger is used standalone, the Agent Interface is used for OptIn/OptOut and viewing text messages that have been sent:

ℹ️ Note: Messenger does not require customers to download an app—it works with any mobile device capable of receiving SMS.

GOCare Messenger transforms traditional customer communication into a proactive, intelligent messaging system. It helps you reach customers faster, reduce friction, and support them without requiring agent involvement—unless needed.

Whether used standalone or integrated into your broader Connect or Pulse setup, Messenger is a critical tool for modernizing customer engagement in broadband operations.

Curious how automated billing and appointment messages can reduce your call volume? Visit our website to schedule a demo.