Frequently Asked Questions
Do we get a local texting number for our text lines?
Yes! We’ll ask you for the area code for that text line, then we’ll get you a dedicated texting number for your project in that area code, per availability. When adding new projects you are able to add an area code and choose from a list of available numbers.
What happens when a participant replies to a message in the Direct Plan?
When a participant responds to a message on the Direct Plan their message will show up in your Text History reports. Autoresponders and TextChat functions are available in Basic and Plus plans.
If I’m on a Direct Plan, can I upgrade to Basic or Plus to add two-way texting with my current setup?
Yes! In fact, if you are currently using Direct to send REDCap alerts or notifications via text message, you can keep those functions running. Upgrading to a Basic or Plus Plan gives you access to the full Mosio dashboard, including two-way TextChat, automated scheduling with Storylines, Appointment Reminders, Autoresponders, and Alerts. Video with more info
Is there a cost for voice forwarding to one of our phone numbers?
Yes. 1 minute is 1 message credit.
How does Click to Call work?
Mosio is a text messaging communications automation service for research and health projects, but we offer simple voice solutions for clients, especially those who have previously used other services like Google Voice. To activate it in your Basic or Plus plan, send in a support ticket. Instructions on how to call a participant will be included after activation. 1 click to call minute is 3 message credits. While useful, we recommend using your office line and voice forwarding options for phone calls.
Can we port our existing numbers to Mosio? If so, what is the cost?
Yes and it is absolutely free to do so. We don’t recommend doing it on live projects because it can take 3-5 business days, but we’re happy to help. More info
Is Mosio HIPAA and 21 CFR Part 11 compliant?
Yes. We can offer our privacy and data security statement to clients. Organizations needing a BAA, MSA or Security Review do so under an RCD License.
Does my IT team or REDCap Admins offering support account logins count against my plan?
If your organization holds an RCD License with Mosio, your REDCap Admins are able to be added to your Projects and not have their login count as one of the logins associated with your Plan.
Why is it one text line/texting number per project?
For a number of reasons, including 10DLC registration restrictions to experience observing how clients have used Mosio in the past, our Dev team has configured the system so each Project in your Mosio Account has a dedicated texting number. This is to ensure the best service and maximum deliverability for messages in your projects, something we can’t guarantee when multiple projects are sharing a single texting number.
Is there two-way text messaging with the Direct Plan?
Not through the Mosio dashboard. Two-way text messaging is available with Basic and Plus Plans. There is, however, functionality in REDCap called “conversations” (SMS surveys via REDCap). You’ll want to check with your REDCap Admin to make sure that feature is available within your version of REDCap.
Can we send and receive photos (MMS)?
Yes, both ways. For sending out there is a cost. 1 MMS = 5 Credits.
What APIs do developers have access to with Mosio plans?
We have a library of over 40 APIs. Basic and Plus Plans include 5 APIs. Custom projects can include others as listed above.
What are “segments” and how are they different from messages?
SMS messages are made up of character batches called segments. Each segment is limited to 160 simple characters in order to fit network limitations. Mosio has built-in character counters so there are no surprises. More info