Bullhorn Messaging FAQs

Overview

The following frequently asked questions are common questions that arise for users navigating Bullhorn Messaging.

I have a new phone number, how can I update my account?

Reach out to Support by clicking Contact Support on the main drop down menu in your Bullhorn Messaging account, or by emailing nextsupport@textus.com. if you have a new phone number, we can either change or add the phone number to your account for you.

How do I know what phone number my message is being sent from?

There are two ways your Account might be configured in Bullhorn Messaging. If your Account is configured with a single phone number, you’ll see that number in the top right corner of the web app under the name of your Account.

If your Account is configured with multiple phone numbers, you can view your numbers by selecting Settings on the top of your Bullhorn Messaging page. After selecting that, select Basic Settings on the left side of the page. You may need to scroll down to view all of your phone numbers.

If you need to change the phone number on your account, reach out to Support.

How do I set a default account?

If you are a user on multiple Bullhorn Messaging accounts, you may want to set a default account that you will primarily see when logging into Bullhorn Messaging.

Steps

1. Click on your user icon in the top right of your screen.
2. Select Accounts.
3. Once directed to the accounts screen select the Select an Account drop down.
4. Click the house icon.
   

The account is now your default account.

You can only make an account your default account if you are a user on this account. If you clear your cache/cookies, you need to add your default account again.

Why does my message say "Unknown"?

Unconfirmed messages are messages that are successfully sent by Bullhorn Messaging. but failed to receive a Delivery Receipt (DLR) from the recipient's carrier.

This animation means that the message was sent, but we are waiting to get a Delivery Receipt from the recipient's carrier that the message has been received:

If a message doesn't receive a Delivery Receipt after the specified amount of time, the message status in Bullhorn Messaging switches to Unknown:

Delivery Receipts are not guaranteed from the carriers, and most of the time if you see the ... animation or the Unknown status, your message has actually been received by the recipient!

Unconfirmed messages log as an integration note within a couple hours of being sent. If you are seeing it on every message this could be an indication of an issue with your phone number or our Provider. Reach out to Support if you have any concerns.

How do I install the Bullhorn Messaging next Chrome extension?

Steps

1. Click here to Install the Extension from the Chrome Web Store.
2. Click Add to Chrome.
3. Click Add Extension in the pop up window that appears.

This adds the Bullhorn Messaging Next Chrome Extension to your Google Chrome browser.

Another way to download the extension is to click the puzzle piece in the top right corner of your Bullhorn Messaging Next screen. This will send you to the same Google Chrome Web Store page.

For more instructions on how to use the Bullhorn Messaging Next Chrome Extension, click here.

If someone sends an Inbound reply to a Campaign, will all the Contacts included in the Campaign receive it?

A Campaign is a way to start multiple one-on-one conversations at the same time.

A reply to a Campaign message does not go to all of the Contacts that the Campaign originally went to. Contacts have no way of knowing they were sent a message that has been sent to multiple Contacts, and it isn't possible for them to directly contact anyone else to which the message was sent.

How do I enable and disable my desktop notifications?

To enable or disable your desktop notifications, follow the instructions below.

Steps

1. Click on your profile picture in the top right corner of your screen.

2. Click on the toggle to enable notifications. Once the toggle turns gray, your notifications are turned on.
   
   

3. After turning on these notifications in Bullhorn Messaging. you may be prompted by Google Chrome to allow these notifications. Click Allow to receive these desktop notifications.
   
   

4. When turned on, you receive a small notification in the corner of your screen when you receive an inbound text message in your Bullhorn Messaging account.

5. To turn off these notifications, click on your profile image and click on the bell icon again. When it is gray, your notifications are turned off.
   
   

6. If you can't turn on the notification bell, first make sure that you are in your main web app, not your Chrome Extension. You cannot enable your desktop notifications from your Chrome Extension.

7. Next, make sure that your Google Chrome settings are allowing notifications from Bullhorn Messaging. The easiest way to do this is to click the lock icon in the upper left of the URL bar.
   

8. Make sure that Notifications are set to Allow and then refresh the page and try again.

If you are still having issues turning on your notifications, reach out to nextsupport@textus.com.

How do I reset my password?

Bullhorn Messaging Next has multiple ways to log in to your account, including a traditional password and email login. If you need to reset your password, or set up a password for the first, click this forgot password link and enter your email address.

An email is sent to you with a link to reset your password. This link is only be available for 20 minutes, and have a one-time use. For security purposes you need to open the link in the same browser you requested it from. Check your SPAM/Junk/Clutter folders for the email and open the link in Google Chrome for best functionality.

If you don't receive the email, contact Support at nextsupport@textus.com so we can further assist.

How do I change phone providers?

Changing the voice service on your numbers affects SMS, and could cause a disruption in your service. To minimize any potential disruptions, let us know if you are changing the voice provider on any of the numbers within your Bullhorn Messaging accounts.

Steps

1. Send an email to your phone provider's POC and copy support@textus.com.
2. Request the date and port time of the numbers that will be affected.
3. We can coordinate with your new provider to ensure that SMS on your numbers can be enabled again through Bullhorn Messaging after the numbers have been ported.

There are a few voice providers that we cannot SMS enable. By reaching out to the Support Team we can help determine if we can work with your prospective new provider.

How can I change the name of my Bullhorn Messaging account?

A Bullhorn Messaging account can easily have it’s name changed by an Admin user. If you are a User and need your account name changed, reach out to your internal admin team.

As an Admin, you can simply change your account name under Basic Settings.

Steps

1. Navigate to the Settings tab in your Bullhorn Messaging account.

2. Type in your new account name and click Save when you are done.
   
   

The account name is changed.

Before making any updates to your organization’s name, reach out to your Account Manager at Bullhorn Messaging to help facilitate this change for billing purposes. If you are unsure of who that is, simply email am@textus.com and we can help get the process started.

How do I change my email notifications and audio notifications?

Steps

1. To change your email settings, click on your profile image on the upper right corner of your screen, then click Profile.

2. In your Profile, click notifications on the left side of your screen. Here, you have the option to receive email notifications and audio notifications. Email notifications send you an email each time you receive an inbound message. Audio notifications play a tone whenever you receive an inbound message. When turned on, these switches appear in blue and turned to the right.
   

3. Once you have changed your settings, click Save.

Your notifications are updated.

Can I use Bullhorn Messaging on all web browsers?

Bullhorn Messaging works with full functionality in the Google Chrome browser.

While some functions of the Bullhorn Messaging platform may work on Safari, Firefox, or Edge, you can't receive incoming message pop-ups (desktop notifications) when working in another window or tab. We can't guarantee a smooth user experience when using these browsers and strongly recommend using Bullhorn Messaging in Google Chrome.

Bullhorn Messaging does not work on Internet Explorer at this time.

How do I cancel a campaign that is currently sending?

In Bullhorn Messaging Next you can cancel a campaign at any time, even if it has already begun sending to your contacts.

Steps

1. Click on the Campaigns tab on the top of your screen.

2. In My Campaigns, click on the name of the campaign that you would like to cancel.

3. In the top right corner of your screen, click Cancel Campaign.
   
   

This prevents your campaign from sending to all contacts who have not yet received the message. To see exactly where the campaign was canceled, check to see which of your contacts in the Total tab of your campaign have a check mark in the Delivered column.

What does the red exclamation point next to my message mean?

This means your message was not delivered to the recipient. Hovering over the exclamation point icon tells you the error message that we received from our SMS provider, This can help you tell what happened, and it can help the Support team troubleshoot the issue.

Why would my message not be delivered?

Your message may not be delivering due to the following reasons:

• The destination number could be a land-line.

• The destination phone could be disconnected from service, turned off, or unreachable.

• The message was blocked by the recipient's carrier because it was filtered by their Spam detection.

• There is a problem with your account.

Reach out to Support if you are seeing this happen frequently, or need more details about an error message.