What is Vircarda Messaging and Vircarda System Notification Messages?


The Messaging feature (where enabled) gives customers the ability to send manually created messages, or automated system messages, from the RIW System directly  to a cardholder's mobile device through the Vircarda mobile app.


Vircarda Messages

The primary purpose of messaging is to alert cardholders to matters of their own protection and safety.  RIW Users with Client Manager, Network Manager or Premium Functionality Employer Admin access can manually create, schedule and send secure, interactive multimedia content messages to a select audience of cardholders.  The Messaging feature also has its own reporting tool which can generate and export a comprehensive, data rich analysis on cardholder engagement with a sent message.


Vircarda System Notification Messages

Alongside cardholder emails, the RIW System automatically sends RIW System generated notification messages to a cardholders Vircarda app triggered by the events listed below:

  • New employment or association request
  • Subscription expiry
  • Competency expiry
  • Medical expiry
  • Job role leave date


System Notification Messages are automated, and there is no need for RIW System Users to manage these in any way.  For more information on how to toggle notification preferences, please refer to the RIW Knowledge Centre articles How does a company update cardholder status options and communication preferences? and How can a cardholder update their notification preferences in myRIW?



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000160896




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How to manage Vircarda Messages


This article provides an overview of the Messaging Dashboard, and how Client Managers, Network Managers and Employer Admins (Premium Functionality Employers) can perform the following message actions:


Note: Vircarda messages created and displayed on the Dashboard are only those that the RIW System User has created themselves.  It is not possible to view, edit or manage Vircarda Messages created by another user in the organisation, or to view Vircarda Messages from other organisations. It may be worthwhile considering having a separate RIW System login solely for an organisations' messaging use.

This instruction applies to the following RIW System User Roles: 

  • Employer Admin (Premium Functionality Employer)
  • Network Manager
  • Client Manager

Access the Messaging Dashboard




The Messaging Dashboarcan be accessed from the Messaging tab:



Or from the Messaging shortcut on the Home Dashboard.




View Existing Messages

Users can select whether to view all messages (All Messages), or Draft, Scheduled or Sent messages within a specific folder by selecting the appropriate icon in the View by status column.  All Messages within the Default folder is displayed by default.



Once a user has chosen their desired view, they can also filter for specific text contained with the title or body of a message by using the Search for messages search bar.



Manage Message Folders

Additional folders can be created and used to store both draft and sent messages by selecting the + Create Folder icon.



Hovering the mouse cursor over a folder allows the user to select options to rename or delete folders.


Only empty folders can be deleted. The Default folder cannot be deleted or renamed.



Manage Draft Messages

Selecting the drop-down arrow on the right of a draft company message allows the user to perform the following actions:



  • Edit: Opens the draft message so that it can be edited.
  • Copy: Opens a copy of the message which can then be saved as a new draft or sent as a new message.
  • Move: Allows the user to move the message to a new folder.
  • Delete: Permanently deletes the message.


Manage Sent Messages

Selecting the drop-down arrow on the right of a sent message allows a user to view a Message report, create a copy that can then be resent as a new message, or to move the message into a separate folder.



Note: Sent messages can be moved and copied, but can not be edited or deleted.


To create a new message, please refer to the RIW Knowledge Centre article How to compose a Message.


RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000161415


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How to compose a Vircarda Message


The article details how to compose a message in the RIW System to be sent to a cardholders smart device via Vircarda. This includes how to add message text, media, links and buttons, and to preview the composed message prior to sending.



Note: Vircarda messages created and displayed on the Dashboard are only those that the RIW System User has created themselves.  It is not possible to view, edit or manage Vircarda Messages created by another user in the organisation, or to view Vircarda Messages from other organisations. It may be worthwhile considering having a separate RIW System login solely for an organisations' messaging use.



This instruction applies to the following RIW System User Roles: 

  • Client Manager
  • Employer Admin (Premium Functionality Employer)
  • Network Manager


Step 1: Log in to the RIW System

Go to https://app.riw.net.au and login using your credentials.


Step 2: Create Message

On the Home Dashboard, click on the Create Message shortcut.



Step 3: Compose Message

The Compose Message page allows a user to define the message text, add media, links and buttons, and to preview what the composed message will look like once sent to the Vircarda app on the cardholder's mobile device.


At any point during the creation process, a message can be saved as a draft to be worked on later.




Step 4: Compose Message Text

Start by giving the new message a meaningful Title.  Titles are limited to 30 characters.

Next, update the Notification Message.  This is the notification that will be shown on the cardholder's mobile device to notify them that a new Vircarda message has been received. "You have a Vircarda Message, please click here" is populated by default.  This can be edited  and the text is limited to 80 characters.

Next, click in the Message Text box and compose the message text.  Message text is limited to 800 characters; the number of characters remaining is displayed as you type.


URL's (hyperlinks) should not be used in the Title, Notification Message or Message Text fields, as these will not be rendered as clickable URLs on the recipient's device.  Refer to the next session about adding media, inks and buttons.


As the form is populated, the Preview section is updated to provide a sample of how the message will look, either on iOS or Android device.  Select the Apple or Android icon to switch between the previews.



Step 5: Add Images

Once the message text is complete, in the Media section, a Main image and/or a Notification image can be sourced from your computer and added to enhance the message.  Image size is restricted to 1mb.


To add a main image (which will be positioned above the Message Title), click on the Choose file button under the Main image heading and locate on your PC the file to be included.  When promoted, the image can be cropped before applying it to the message.  Click Apply when the image is ready to be applied.



To add a notification image (which will be positioned above the Message title; think of this as a company logo), click on the Choose file button under the Notification image heading and locate on your PC the file to be included. When promoted, the image can be cropped before applying it to the message.   Click Apply when the image is ready to be applied.


The Preview section will update accordingly.



Step 6:Add links

Up to three Links can be attached to a message, which will appear directly below the message text.  There are two types of links that can be added:

  • File: a document uploaded from the computer of the sender - indicated by the paperclip icon.
  • URL: A link to an external web address - indicated by the globe icon.


To add a link, click Add Link.



If uploading a document, select File, and Choose File to locate and attach the document from your computer. 


By default, only image files will be available for selection. To attach a PDF, change the file type selection to "*.*"




Once the file has been selected, the Display Name will be copied from the file name, but this can be edited if required.  The Display Name is restricted to 30 characters. Confirm that the file attachment is safe by checking the box, and then click Apply to save the link.




If adding a Link to an external web address, select URL, type in or copy the full web address and give the link a Display name.  Confirm that the URL references appropriate content and click Apply to save the link.



The Preview section will update accordingly.



Only secure URL's that start with https:// can be entered. This provides additional protection - when most mobile browsers open an https link that does not contain a valid certificate, the user will see a warning message from the browser.  Any URLs that are marked as unsafe on Google's Web Risk Register cannot be used.  If such a URL is entered by the user, the error message "This URL is not permitted as it appears on the Google Web Risk Register" will be displayed.



Step 7: Add buttons

Up to three interactive Buttons can be attached to a message. 

Buttons appears at the bottom of a message and allow interaction and response from the recipient, enabling the sender to collect specific feedback which will appear in the message report.


There are two possible Button interactions, called Button actions:

  • Log Response: Records a specific response from the recipient defined in the Button Label.
  • Launch URL: Takes the recipient to a specific web address and records this separately in the message report.


To add a button, click + Add Button.


Give the button a Label and choose the Button action from either Log Response, or Launch URL, which when clicked will take the cardholder to the entered website.



If Launch URL is selected, a new text box will be presented, where the URL address must be added. Check the box to acknowledge the URL is safe and appropriate, then click Apply to add the Button to the message.


Step 8: Preview Message

Once the message has been fully composed, the message preview will display what the message will look like when received and viewed on a mobile device.  Click on the Apple or Android logo to view the preview on each type of device.



Once the message has been composed, click on Next to move to defining the audience, or Save as draft if required.



Step 9: Select Audience

Audience selection is different for each user role able to utilise messaging, therefore please refer to our RIW Knowledge Centre article How to select a Vircarda Message Audience for more information.



Once the audience has been selected, click on the Review button to progress.


Step 10: Review Message

One the message has been composed and the audience selected, the message should be reviewed before being sent immediately, or scheduled to be sent at a later date and time.


Review the message wording and audience. Navigate back tot he Compose or Audience Tabs to make any updates.



To save a draft without sending, click back to the Audience tab and choose Save Draft.


Step 11: Send Message

IMPORTANT! Prior to sending the message, please check the message has been reviewed and approved as per local procedures.  Messages can not be retrieved once sent, so ensuring the appropriate approval is in place to send the message is recorded.


To send the message immediately, select Send Message.  



Alternatively, to schedule a company message at a specific date and time, select the drop-down arrow next to Send Message and select Schedule Delivery.



Fill in the Date and Time that you wish the message to be sent, the click Schedule Message.



Step 11: Message is scheduled or sent

Once Send Message or Schedule Message is clicked, the user will be taken back to the Messaging Dashboard.  When the message has been sent immediately (using the Send Message option), the message will show as pending on the dashboard for a short period before being sent to the selected cardholder audience.  



Refreshing the screen, or clicking in and out of the Messaging Dashboard will refresh the status to Sent.



Where a message has been scheduled (using the Schedule Message option), the message will show as Scheduled on the dashboard until the message is sent.  A scheduled message that has not been sent can be cancelled at any time before the date and time that it is due to be sent, by clicking Cancel on the drop down box.



When the message is sent, the flag will be changed to Sent, as per the above example.


Step 12: View Report

For more information about how to generate and export a report on cardholder engagement with the message, please refer to our RIW Knowledge Centre article Overview of the Vircarda Messaging Report



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000161413




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How to select a Vircarda Message Audience

Once a Vircarda message has been composed, an audience can be selected.  Users can send messages using any one of four possible selection criteria, depending on their user role.  The audience only includes cardholders that the user has visibility of via either an employment relationship (for Premium Functionality Employers), or where they are swiped into a site with the user's hierarchy or has a rail corridor access job role relationship (Network Managers) .  This can be further refined to only included cardholders with specific job roles, competencies or who recently swiped into specific sites.


Messaging can NOT be used to message individual cardholders or any other cohort of cardholders, except those listed below.


A Vircarda Message will only be sent to cardholders who hold a virtual RIW card in the Vircarda App.  Please refer to our RIW Knowledge Centre article What is the Virtual Card Uptake Report? for guidance on understanding virtual card uptake in your organisation.


This instruction applies to the following RIW System User Roles:

  • Client Manager
  • Employer Admin (Premium Functionality Employer)
  • Network Manager

Premium Functionality Employer

Premium Functionality Employers can send messages to the following cardholder cohorts. Please read the descriptions carefully.


AudienceDescription
AllSends a message to cardholders who have a relationship with the Employer (Primary, and if selected, Secondary or Associated).
Job RoleSends a message to holders of specified National or Network job role and who has a relationship with the Employer.  Note: Up to three job roles can be selected, and users can specify if they wish to send messages to holders of all or any of the roles selected.
CompetenciesSend a message to holders of specified National or Network competency and who has a relationship with the Employer. Note: Up to three competencies can be selected, and users can specify if they wish to send messages to holders of all or any of the competencies selected.  Messages can also be sent to holders of a competency that expires before or after a specified date.
SitesSend a message to cardholders present at, or who have recently visited specified sites where the Employer is the Contractor in Charge. Note: Up to six sites may be selected.



Network Manager

Network Managers can send messages to the following cardholder cohorts. Please read the descriptions carefully.


AudienceDescription
AllSends a message to cardholders who have a relationship with the Network (based on a swipe relationship) or hold the defined Rail Corridor Access Role.
Job RoleSends a message to holders of specified National job roles or job roles belonging to the Network.
Note: Up to three job roles can be selected, and users can specify if they wish to send messages to holders of all or any of the roles selected.
CompetenciesSend a message to holders of specified National competencies or competencies belonging to the Network. Note: Up to three competencies can be selected, and users can specify if they wish to send messages to holders of all or any of the competencies selected.  Messages can also be sent to holders of a competency that expires before or after a specified date.
SitesSend a message to cardholders present at, or who have recently visited specified sites with the Network hierarchy. Note: Up to six sites may be selected.



Client Manager

The Client Manager can send messages to the following cardholder cohorts. Please read the descriptions carefully.


AudienceDescription
AllSends a message to cardholders who have a relationship with the Client (i.e. Australasian Railway Association)
Job RoleSends a message to holders of specified National job roles.   Note: Up to three job roles can be selected, and users can specify if they wish to send messages to holders of all or any of the roles selected.
CompetenciesSend a message to holders of specified National competencies. Note: Up to three competencies can be selected, and users can specify if they wish to send messages to holders of all or any of the competencies selected.  Messages can also be sent to holders of a competency that expires before or after a specified date.
SitesSend a message to cardholders present at, or who have recently visited specified sites with the Client hierarchy. Note: Up to six sites may be selected.


Note: It is not possible to select multiple audience criteria, such as a site AND job role.  If more than one set of criteria is entered, only that used on the tab where the Review button is pressed will be used.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000161459




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How to run a Vircarda Messaging Report

This article provides an overview of the reporting capability associated with Vircarda Messaging.


One major advantage of using the RIW Messaging feature over other messaging tools such as text messaging, social media or smartphone messaging apps, is the ability to generate and export comprehensive, data rich reports on cardholder engagement with a message that can be easily used by non-technical users.


The Messaging Report allows a user to view:

  • When a message was sent, who it was sent to, when it was delivered, when it was opened, what attachments and buttons have been clicked, by which cardholders, the time and date that they have clicked them, and what feedback has been provided by Log Response buttons.
  • Which cardholders have not had the messages sent to Vircarda and they reason why the message was not sent.
  • A graphical timeline of events, which can be filtered to view specific events.


Messaging Reports are only available to the RIW System User who created the message, and not available to other RIW System Users in the organisation.


This instruction applies to the following RIW System User Roles: 

  • Client Manager
  • Employer Admin (Premium Functionality Employer)
  • Network Manager


Step 1: Log in to the RIW System

Go to https://app.riw.net.au and login using your credentials. 


Step 2: Message Dashboard

Click on the Messages tab to access the Message Dashboard.



Step 3: View Report

To view a message report, select View Report on a sent message on the Messaging Dashboard



When the report is opened, at the top of the report will be the message title and text.



Step 4: View message statistics

The message statistics pane displays an overview of the general message performance, including how many messages have or have not been sent, and the open rate as a percentage of the total audience.


The message report header section displays when the message was created, when it was sent, and the audience criteria selected. I also displays a summary of the the type and number of interactive media contained in the message.



Step 5: View performance table

The performance table is divided into four columns:

  1. The initial cohort size and number of times the message has been sent or not sent to Vircarda.
  2. The number of successful message deliveries and out of those the number that have been opened or deleted.
  3. The total number of attachments (links) clicked and the number of times each individual link has been clicked.
  4. The total number of buttons clicked and the number of times each individual button has been clicked.


Additionally, the Open Rate based on total recipients, not the total sent, is displayed as a percentage progress bar.



Step 6: View Events Chart

The events chart shows which events have occurred over time as well as specific events: sent, delivered, and opened messages, and links and buttons that have been clicked.



The events key on the right of the events chart can be used to filter the data displayed in the chart and in the rest of the message report.


Step 7: View and export Vircarda statistics

The Sent to Vircarda pane shows the list of cardholders who have had the message sent to their accounts successfully.  It also shows which events have occurred, such as an opened company message and the time the event occurred.



The Not Sent to Vircarda pane shows the list of cardholders who have not received the message due to the user either having messages turned off, or because they do not have a Vircarda account.  This table can be filtered by the reason that the message has not been sent.



Data in both tables can be filtered by clicking on the relevant event in the Events Key in the Events Chart.


Both tables can be exported for use in Microsoft Excel, for example, by selecting Export Table (CSV).



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000161460




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How to view a cardholders Vircarda Message record




This article details how to view a cardholders message record, which is a record of all Vircarda Messages and System Notification messages issued to a cardholders Vircarda account.


At present this functionality is limited to Employer Admins (Premium Functionality Employer) within the same company (i.e. you can not see messages issued by another company).



This instruction applies to the following RIW System User Roles: 

  • Employer Admin (Premium Functionality Employer)


Step 1: Log in to the RIW System

Go to https://app.riw.net.au and login using your credentials. 


Step 2: Search for My People

Click on the Search for My People shortcut on the Main Dashboard.  Alternatively you can find this function under the People tab.



Step 3: Search for My People

Search filters are available to refine the list of cardholders displayed. All cardholders are displayed by default when clicking the Search button without any filtering.


Depending on your RIW User Role permission, you may be able to filter by first name, surname, RIW number, Company, Relationship, Project or Site.


Use the page options underneath the list to view more or less records per page and to navigate to the required page. Columns can be sorted by clicking on the column title.




Please be careful with using common data that may generate a large number of results.


Step 4: Select cardholder to view and edit

Highlight the required cardholder record from the list and click the Edit button.



Step 5: View messages

Once on a the cardholders profile. click on the Messages tab on the left hand side menu, which is the last menu item.



The following details are displayed in the message record: Message Title, Message Type, Sent Date & Time, Action and Action Date & Time, and includes all Vircarda messages and Vircarda system notification messages issued to the cardholder.


The message record can be filtered by searching for specific text in the Message Title field, by specifying a date and time range that the message has been sent, or an action has occurred, or by using the drop down lists for specific message types and actions.  


The filter options for Message Type are All, System Messages and Company Messages.  


The filter options for Action are All, Delivered, Opened and Deleted (unopened).


Click on the Details link next to a sent message will also surface the event interaction with the message.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000161530




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