WhatsApp and text messages

Zolensa can reach participants on their mobile phone as well as by email. Messages to a mobile number go by WhatsApp, or by text message when the number is not on WhatsApp. You choose for each study how participants are reached.

Choose how a study reaches participants

1. Open the study and click Edit study details.
2. In the Timing section, choose how invitations, reminders and messages reach participants (see below).
3. Click Save changes.

The choices are:

• Email first: email. WhatsApp or a text message only for participants without an email address. This is the default.
• WhatsApp first: WhatsApp, or a text message when the number is not on WhatsApp. Email only for participants without a mobile number.
• Email and WhatsApp: both, an email and WhatsApp or a text message, for participants who have both.

The study's Overview shows your choice under Reaching participants.

Which messages can go to a phone

These messages follow the study's choice:

• the invitation to the study, and a new personal link
• task reminders
• the invitation to an interview or a group discussion, and its reminder an hour before
• the notice that the research team sent a new message

Each message is short, in the participant's language, and has a link that opens the study app. For example, the invitation names your organisation and the study, and ends with "Read about it and join here:" and the link.

The rules for when reminders go out are the same for every channel. See Reminders. A notice about a new message goes out at most once every 10 minutes.

WhatsApp first, then a text message

For each message to a mobile number, Zolensa tries WhatsApp first. If the number is not on WhatsApp, the same message goes as a text message instead.

Nobody can ask WhatsApp in advance whether a number uses it, so the first message finds out. Zolensa then remembers the number. Later messages to a number that is not on WhatsApp go straight by text. A message that reaches WhatsApp marks the number as on WhatsApp.

A text message is also used when WhatsApp is not set up, or when there is no approved WhatsApp template for that message in the participant's language or in English.

Mobile numbers

Add the mobile number with its country code, starting with +, for example +44 7700 900123. You can also start with 00 instead of +. Spaces, brackets, dots and hyphens are fine.

Add numbers one by one on the Participants tab, or in the phone column of a spreadsheet. See Add participants and Import participants from a spreadsheet.

Every participant needs an email address or a mobile number. A participant who has only a mobile number can be invited when WhatsApp or text messages are set up.

What participants are told

When messages will go to a participant's phone, the consent page says: "Reminders and messages about this study may come by WhatsApp or text message to" followed by their number.

Check what was sent

On a participant's page, the Invitation section says how the invitation goes, for example "Sends an email and a WhatsApp message (or a text message) in their language with a personal link to join."

The Invitation column in the list shows when the invitation was sent. The Emails list on a participant's page shows emails only, not WhatsApp or text messages.

Who sets this up

WhatsApp and text messages are set up for the whole platform by the Zolensa admin: a Twilio account for WhatsApp with approved message templates, and a provider for text messages. You cannot set them up in your own workspace.

If they are not set up, participants without an email address cannot be reached. When you invite them, Zolensa skips them and says "no email address (WhatsApp and text messages are not set up)".

See also Invitations and personal links and Interviews and group discussions.