Mogli SMS

Mogli SMS is the Salesforce app used to text applicants. Salesforce sends automated texts to applicants, and Admissions staff, including the EMBA programs, text with applicants from their program's phone number.

Who can be texted

  • Programs: Cornell MBA (non Consortium applications only), Cornell Executive MBA Americas, Cornell Executive MBA NYC, and Executive MBA/MS in Healthcare Leadership.
  • Opted in only: an applicant can be texted only when they opted in on the phone number on their application and have not opted out. Automated texts follow this rule. Before you text an applicant yourself, check that Mogli Opt In is ticked and Mogli Opt Out is not.
  • US and Canada only: only numbers with country code 1 can be texted. International numbers cannot be texted through Mogli at this time.
  • After STOP: once an applicant texts STOP, no texts reach their phone until they text START.

The Application fields

An applicant's Application is linked to their Lead and Contact. Salesforce treats all three as the same person, so they share one mobile phone, country code, Mogli number and Mogli Status. Make texting changes on the Application. Do not edit the phone or Mogli fields on the Lead or Contact.

Application field What it means
Mogli Opt In The applicant agreed to receive texts at this number
Mogli Opt Out The applicant asked not to be texted
Mobile Phone, Country Code The texting number. Both are needed before an opt in can be saved.
Mogli Number Built by Salesforce from the country code and phone. Do not edit it.
Mogli Status What the applicant can do. Set by Salesforce. Never edit it.

Mogli Status does not say whether the applicant opted in. The opt in and opt out boxes do. Always check the boxes.

Opting in and out

Applicants opt in with the opt in button in the Personal Information section of the application. They cannot opt out there. They opt out and back in by texting the program number:

  • To stop texts: STOP, CANCEL, UNSUBSCRIBE, END, QUIT or STOPALL.
  • To get texts again: START, YES or UNSTOP.
  • Any letter case works, for example Stop or stop. Texting "Opt Out" or "Opt In" does nothing.

Staff tick Mogli Opt In or Mogli Opt Out on the Application. This needs a Mogli permission set. Ask the Salesforce team if you cannot edit them.

Rules:

  • An opt in needs both the Mobile Phone and the Country Code.
  • If both boxes are ticked in the same save, the opt out wins.
  • The opt in confirmation text is sent once, when the applicant opts in, and only to a US or Canada number.
  • Never change Mogli Status yourself. If it changes in the same save as an opt box, Salesforce skips all of its automated emails and texts for that save.

Opt in belongs to a phone number

By law, permission to text belongs to the number it was given for. Salesforce counts an opt in or opt out on the Lead or Contact only when it has the same country code and mobile phone as the Application.

  • Returning applicant, same number: an opt in on their Lead or Contact still counts, so they keep getting texts without opting in again. An opt out there still stops texts.
  • Returning applicant, new number: the old opt in or opt out does not count. Ask them to opt in again for the new number.
  • Phone or country code changed after an opt in: the opt in ends, unless the Lead or Contact is already opted in on the new number, and no opt in text is sent. Ask the applicant to opt in again. An opted out applicant stays opted out.
  • A new country code is a new number, even when the phone digits are the same.
  • Opted out, then opts in on the Application: all three records are opted in and the opt in text is sent.
  • Typing the phone: spaces, dashes, dots and brackets do not matter, but do not start a US or Canada phone with 1. That is already the country code, and the extra 1 makes it look like a different number.

When Salesforce updates the Lead and Contact

What happens What Salesforce does
The applicant fills in or changes the country code and phone, before opting in or submitting Updates the Application's Mogli number and status only. The Lead and Contact are not changed yet, and no text is sent.
The applicant, or staff, ticks Mogli Opt In Opts in all three records, clears any opt out, copies the phone and number, and sends the opt in text to a US or Canada number
The application is submitted without an opt in Copies the phone, country code, number and status to the Lead and Contact
Staff change the phone or country code after an opt in or after submit Copies the new phone, country code, number and status. See the rules above for the opt in.
Staff clear the phone on the Application Clears the Application's Mogli number, unless the applicant has not opted in, opted out or submitted yet. The Lead and Contact keep their phone and opt settings.
Staff tick Mogli Opt Out Opts out all three records and sets the status to Opt Out. No text is sent.
The applicant texts STOP or START Updates every record with that Mogli number
  • If a Lead has more than one Application, it shows the phone from the Application that was updated most recently.
  • If you update many Applications at once, with Data Loader or a mass edit, and two of them belong to the same person, Salesforce may not update that person's Lead and Contact. Ask the Salesforce team to check them.

Mogli Status

Status Meaning
Opt Out The applicant opted out, on the Application or on a Lead or Contact with the same number. Opt Out always wins.
International The country code is not 1 (United States or Canada). The number cannot be texted through Mogli at this time, because WhatsApp was never approved for use.
Opt In Everyone else. The applicant can opt in or has opted in. Every record starts at Opt In, so an applicant who never opted in can still show Opt In.

Before an applicant opts in or submits, the Application's Mogli Status follows its country code as soon as it changes. The Lead and Contact get the status when the applicant opts in or submits.

More about Mogli

  • Each program texts from its own phone number, called a Gateway. Automated texts come from it, and applicants can text back to it.
  • Mogli SMS Conversations: texting with applicants, the program phone numbers, gateway access, and Mogli Notifications.
  • Mogli SMS Automated Messages: each automated text, its wording, and when it is sent.
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