Introduction to CommCare Messaging

What is CommCare Messaging?

CommCare Messaging is a feature of CommCare HQ that allows you to schedule and send SMS messages, emails, or IVR (voice calls) for cases and mobile workers registered in the system. This feature supports various use cases, including:

• sending SMS to contacts

• receiving SMS from contacts and performing pre-configured actions based on the content

• time-based and rule-based schedules to send messages to contacts

• creating alerts based on configurable criteria

• sending outbound calls to contacts and initiating an Interactive Voice Response (IVR) session

• collecting data via SMS surveys

• sending email alerts to contacts

The purpose of this documentation is to show how all of those use cases are performed technically by CommCare HQ. The topics below cover this material and should be followed in the order presented below if you have no prior knowledge of the messaging frameworks used in CommCare HQ.

How to access Messaging in CommCare

On your CommCare HQ page, click the top menu and select Messaging. Alternatively, you can click the Messaging icon on the main page, as shown in the GIF below.

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How to access Messaging in CommCare

When to use Messaging in CommCare?

CommCare Messaging can be used to integrate a CommCare application with SMSes or to send project-related SMSes to users/cases. It can be used to support a program intervention in the following ways:

1. Sending Periodic SMS Reminders
   Use messaging to send reminders to users or beneficiaries, such as reminders to visit a facility for a check-in or to update their application.

2. Reaching Out to Beneficiaries Directly
   Send messages to directly check in on beneficiaries, like asking whether they have taken their medication or not.

3. Supporting Data Collection and Service Delivery Workflows

   Use SMS to ask survey questions and receive responses as part of a data collection or service delivery workflow.

4. Reaching Participants Without Smartphones

   SMS is an effective communication tool for reaching cases or participants who do not have smartphones.

5. Using SMS as a Job Aid

   CHWs and supervisors can receive weekly status reports via SMS, helping with decision-making and supporting their responsibilities.

CommCare Messaging Workflows

CommCare Messaging can be used in various ways depending on project requirements. It can serve either as an add-on to the application or as the core of the application itself.

• As an Add-On: Messaging can supplement an application’s workflow. For example, sending a reminder to a beneficiary to visit a facility for a follow-up appointment.

• As a Core Workflow: In SMS-based workflows, messaging becomes an integral part of the program. For instance, data collection from beneficiaries through two-way SMS, where they receive and respond to daily questions.

These workflows can be implemented through one-way SMS, SMS surveys, custom SMS, or even emails.

Types of CommCare Messages

CommCare offers different types of messaging options to suit various program needs, enabling organizations to communicate effectively with their users and beneficiaries. These messages can be used for reminders, data collection, updates, or personalized communication. Below are the primary types of messages available in CommCare:

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Types of Messages in CommCare

1. 1-Way SMS:

   • Simple, 1-way messages sent to users or beneficiaries.

   • Typically used for reminders, alerts, or notifications.

   • Example: Sending an SMS to a beneficiary that reads, "Your next appointment is on January 30th at 10:00 AM."

2. 2-Way SMS (SMS Survey):

   • Interactive 2-way messaging where participants respond to survey questions via SMS.

   • Useful for collecting data or feedback directly from beneficiaries.

   • Example: Sending an SMS survey to a beneficiary with the question, "Have you taken your medication today? Reply with YES or NO."

3. Custom SMS:

   • Personalized, rule-based messages tailored to specific users or cases.

   • Triggers are set based on case properties data or events, ensuring the message is relevant.

   • Example: "Hi [Name], your child’s vaccination is due on [Date]. Please visit the nearest clinic."

   • In this example, the ‘Name’ and ‘Date’ are dynamically populated based on the case properties data stored in the app.

4. Email:

   • Used for communication with users or stakeholders who prefer email.

   • Often includes more detailed information, like progress reports or status updates.

   • Example: "Your monthly report is ready. Please review it here: [link]."

Triggers in CommCare Messaging are events or conditions that automatically initiate the sending of messages to users or beneficiaries. These triggers help ensure that the right communication is sent at the right time, based on user actions, data, or specific timelines. Whether it’s sending reminders, alerts, or updates, triggers make messaging more dynamic and personalized, enhancing program engagement and efficiency. Triggers used in CommCare Messaging are:

• Broadcast:

  • A broadcast sends a message to a large group of recipients, often without expecting individual responses.

  • For example, sending a general update or announcement to all beneficiaries in a particular region or program.

• Reminder:

  • A reminder message is sent based on a scheduled date or time, reminding the user to take an action, such as attending an appointment or completing a task.

  • For example, sending a reminder message a day before a scheduled health check-up or follow-up.

• Conditional Alert:

  • A conditional alert sends a message based on specific conditions or criteria, such as the data entered in a form or changes in a case.

  • For instance, if a beneficiary’s appointment date is approaching, a message might be sent as an alert to remind them.

• Keyword:

  • A keyword is a specific word or phrase that triggers a message when received as input from a user.

  • For example, when a user replies with a keyword like "HELP," an automated response could be sent providing assistance or instructions.

Limitations of CommCare Messaging Integration

• There is a risk of excluding beneficiaries with low literacy levels, as they may struggle to understand and engage with SMS messages.

• Although Dimagi may suggest Telerivet as a Gateway, it is important to note that Telerivet is not a Dimagi product and there may be limitations in terms of the support we can provide.

  • Telerivet Support options can be found on the Telerivet pricing page here.

• The delivery and responses of SMSes is still dependant on network carrier strength and quality. So it is important to scope out the network coverage in the area where services will be provided through SMS.

• The same contact phone number can only be assigned to single case throughout CommCare HQ for two-way messaging, so if a beneficiary has been involved in more than one intervention there is a risk of them not receiving messages from the system.

• There are data privacy concerns since a phone can easily be accessed by those who are not necessarily the owners of the phone.

• It is difficult to troubleshoot issues especially if the beneficiaries are only accessing the services through SMS and gave consent for SMS only. There is no way to follow-up with them to check if they received the SMSes or not.