Swiftly can offer SMS/Voice ("voice" is sometimes referred to as Interactive Voice Response) services for our Transitime customers. This passenger-facing tool allows passengers to call or text a phone number to receive real-time predictions. This is a great option for vision-impaired passengers (Voice service) and/or for those who do not have a smartphone.
Video Overview of SMS/Voice Services
How does it work?
Passengers can use a single number to call or text their bus stop number – which is posted on bus stop signage – and receive real-time predictions in return.
Steps to use SMS service:
- Text the bus stop number to the designated SMS number.
- You'll receive one text per route that services that stop. Each text will contain the next two arrival times for buses in each direction that service the stop.
Steps for Voice service:
- Call the designated IVR number.
- When prompted, enter the bus stop number on your phone's keypad.
- You'll hear the next two predicted arrival times for each route that services that stop. The predictions are audibly repeated once.
How is it set up?
There are a few different circumstances to set up your SMS/Voice system that Swiftly can work through. The most common configurations are:
Swiftly-Created SMS/Voice Number
Swiftly can set up a brand-new, local, 10-digit number that will function as the primary SMS/Voice phone number (one number can be used for both SMS and Voice services). Swiftly will handle the entire configuration.
This phone number can be used directly by passengers. Alternatively, this number can be forwarded to the main menu on your existing agency phone number. For example, if you already have a phone number that you give out to passengers, and you don't want to change that, you could add a menu option ("press 1 for real-time predictions") that forwards to the Swiftly-created SMS/Voice number.
Swiftly is responsible for setting up and integrating your data into the local phone number, but Swiftly does not set up the menu on your existing phone number.
Use an existing phone number
If you have an existing 10-digit phone number that you'd like to keep, there are a few options for doing so:
Agency maintain's ownership of the phone number
Swiftly can work with your agency to integrate Swiftly's real-time APIs into your existing phone number. In this case, Swiftly will offer all the necessary API access and optional Swiftly API training, and it is up to the agency or developer to integrate this real-time data into your phone system's backend.
Migrate the number to Swiftly
Swiftly can work with your agency to migrate the ownership of the existing phone number to us. This option has been known to take between 4 and 6 weeks to complete.
Shortcodes
Shortcodes are a premium SMS option that allows the use of a 5- or 6-digit number for texting. More about shortcodes here. Whether you have an existing shortcode that you'd like to migrate or wish to get a new shortcode, this process will take time and will come with charges, usually between $5,000 and $12,000/year. If you're interested in the shortcode option, please contact us: support@goswift.ly
SMS/Voice Requirements
The only requirement for the SMS/Voice system is public communication about bus stop numbers and basic instructions for the SMS/Voice system. This is typically accomplished by posted signage at bus stops. If your agency doesn't already have bus stop signage, you'll want to get signage in place before announcing an SMS/Voice system. However, keep in mind a few tips:
- You don't need to have every bus stop equipped with signage. You may want to add signage only to the most used stops, or only at transit hubs. This is a perfectly good start!
- If you have existing bus stop signage but need to modify it, you may want to consider adding stickers with the new SMS/Voice instructions and/or bus stop numbers. Many agencies have used this option as a low-cost way of getting their bus stop signage up-to-date.
How do I know what the bus stop numbers are?
The bus stop numbers used for the SMS/Voice system are either the Stop IDs or Stop Codes found in your agency's GTFS-static files; which one is used will depend on your agency's particular setup. However, you can find both Stop IDs and Stop Codes within the Swiftly Dashboard Live Operations product – by clicking on a stop location, or by perusing the list of Stop Codes and IDs in the Search bar within the Filters panel.
Spanish-language SMS/Voice service
Swiftly can offer SMS/Voice services in Spanish, a great option for agencies that have a high population of Spanish-speaking passengers. This service is configured as a local number that is separate from the English-language SMS/Voice services; Swiftly cannot currently provide Spanish-language real-time predictions alongside English-language predictions in a single number.
Can I change the format or wording of my SMS service?
Swiftly's SMS service is configured with a default text format (see below for example). There are several customizations in format and style that can be made for each of our customers. Please feel free to reach out to us if you'd like changes made to the overall style/wording of your
Swiftly gets stop names, route names, and headsigns directly from your agency's GTFS-static files. If you're requesting changes to any of these items, they can be made within your GTFS-static files.
Take SMS/Voice Services Beyond the Basics
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