Question 1

What is an SMS-based communication and feedback platform?

Accepted Answer

An SMS-based communication and feedback platform lets organizations reach frontline workers, customers, and other users through ordinary text messages instead of apps, email, or intranets. It can combine announcements, two-way conversations, quick surveys, and user-initiated reporting in one channel, and turn the replies into insights leaders can act on. Trivvy is an SMS-based communication, feedback, and business intelligence platform for reaching frontline and deskless teams, customers, and other users instantly.

Question 2

What is Trivvy?

Accepted Answer

Trivvy is a text-based platform that helps organizations reach every frontline user, hear what's happening on the ground, and act on it quickly. Users send and receive simple SMS texts with no apps, links, or logins, while leaders get real-time insights, early warning signs, and recommended next steps. Trivvy is used by organizations in industries like manufacturing, construction, logistics, hospitality, and more, with tens, hundreds, or thousands of people to reach.

Question 3

Who can Trivvy reach?

Accepted Answer

Trivvy is designed to reach anyone with a basic mobile phone. In a business setting, it is mostly used for three groups of people: Frontline, deskless and hourly workers: For sending announcements and alerts, two-way conversations, pulse surveys and knowledge checks, and reporting safety, quality, or HR issues via hashtags. Sales and customer support teams: Many of the same uses, for field and frontline sales and customer support staff who are rarely at a desk, such as daily guidance on pricing, negotiation limits, and promotions. Customers: Let customers easily report an issue, ask a question, or answer a quick survey – for example, hotel guests during or after their stay.

Question 4

How do Trivvy's messaging, surveys, and User Chats work?

Accepted Answer

Trivvy's three core features all run over SMS text: Messaging: Leaders send one-way announcements or two-way messages via SMS text, and users reply directly from their phones. Surveys and knowledge checks: Leaders create pulse surveys or knowledge checks in seconds with Trivvy AI and send them by SMS text. They can also create them from templates or manually. Users respond to questions one by one from their phones. User Chats: Users text a hashtag such as #safety or #hr to report an issue or ask a question. Each hashtag routes to the right person or team and opens a two-way thread. You can create custom hashtags for your company’s key topics, workflows, sites or departments.

Question 5

Can we send different messages or surveys to different sites, shifts, or teams?

Accepted Answer

Yes. Users can be segmented by site, shift, department, role, or any other parameter, so each message or survey reaches only the people it's relevant to, such as a safety alert for one plant's night shift or a knowledge check for new hires.

Question 6

Can employees reach us, and can managers follow up with them?

Accepted Answer

Yes. Trivvy turns one-way communication into a two-way conversation. Employees don't have to wait for a message or survey: they can text a hashtag like #safety or #hr at any time to raise an issue or ask a question, and it goes straight to the right person. Managers can reply to any message or user chat to follow up, clarify, or close the loop, and employees respond from the same number on their own phones.

Question 7

Why use Trivvy instead of Google Forms, Microsoft Forms, engagement apps, mass or AI tools like ChatGPT?

Accepted Answer

Tools like Google Forms and Microsoft Forms depend on people opening a link, usually sent by email, which most frontline workers don't have. Even when shared by QR code, every form means opening a link and filling it out on a web page. Engagement apps require a download and login that many never complete. Trivvy works by simple SMS text on any phone, which means upwards of 2X participation compared with traditional tools.

Reaching more people is only half the value. Forms can't let users raise issues themselves, route them to the right person, or keep a two-way conversation going until the issue is resolved. General AI tools like ChatGPT or Gemini can help write a survey, but they can't deliver it or collect replies by text, and pasting feedback into them shares your company and employee details with the AI provider. Trivvy does it all in one place: it flags what needs attention, turns every message, survey response, and user chat into insights over time, and recommends next steps, so leaders can act earlier and make better decisions.

Question 8

How do you reach frontline employees who don't have work email?

Accepted Answer

The most reliable and effective way to reach frontline employees without work email is SMS text messaging on the phones they already carry. Text messages don't require an app, a login, or a company device. Industry research reported by Gartner puts SMS open rates as high as 98%, compared with 10–20% for email. That's why Trivvy uses SMS text as its primary channel, so your messages are seen by nearly all of your employees and customers almost instantly.

Question 9

Do users need an app, an email address, or a smartphone?

Accepted Answer

No. Trivvy works through standard SMS text on any mobile phone. There's nothing to download, no link to click, and no password to remember. Trivvy also supports email, QR codes, and links on all plans, so organizations can reach users however works best for them. Trivvy doesn't charge users anything to participate. As with any texting, their usual message and data rates may apply, and they can opt out at any time.

Question 10

How does Trivvy work with a multilingual workforce?

Accepted Answer

Trivvy AI can generate messages, surveys, and knowledge checks in any language. Trivvy also understands replies in any language when flagging items that need attention and generating insights, so users can respond in the language they're most comfortable with. Insights and dashboards on the platform are in English.

Question 11

How do users enroll, and can they opt out?

Accepted Answer

Users can enroll themselves by using your organization's unique QR code or enrollment link that Trivvy provides in your Account Settings. When users self-enroll, Trivvy records their consent to receive messages. Organizations can also upload a user list. In that case, the organization is responsible for providing any required notice and obtaining any required consent from their users. Organizations that want every user to opt in personally can require QR code enrollment. Every SMS message includes opt-out instructions (for example, "Reply STOP to unsubscribe"), and users can opt out at any time.

Question 12

Are responses anonymous?

Accepted Answer

Surveys and knowledge checks can be configured as anonymous. When they are, administrators cannot see which individual submitted a response, and Trivvy keeps the link between a phone number and a response only as needed to deliver the service. Messaging and User Chats are attributed, so the right person can follow up directly.

Question 13

What is continuous listening, and why does it matter for frontline teams?

Accepted Answer

Continuous listening means gathering input from employees on an ongoing basis, through quick pulses, conversations, and open channels, rather than relying on an annual survey. For frontline teams, where safety, quality, and staffing issues surface daily, it helps leaders catch problems while they're still small. Trivvy enables continuous listening over SMS text, so frontline users can share what they see as it happens. The same approach works for field sales teams and customers.

Question 14

What happens when hundreds or thousands of replies come in?

Accepted Answer

Trivvy's AI analyzes every message, survey response, and user chat to identify key themes, measure sentiment, and flag items that need attention, and then recommends next steps. Leaders get real-time dashboards and can drill into results by site, shift, department, or any other parameter to see what matters most and act quickly.

Question 15

How do we close the loop with employees after a survey?

Accepted Answer

Closing the loop means showing people what you heard and what you're doing about it. This is what builds trust and keeps participation high. Trivvy identifies key findings and next steps from messages and surveys, and you can select which ones you want to share with employees in one click, right to their phones. Sharing quick wins and progress updates shows people their input leads to action, which makes them more likely to respond next time.

Question 16

How does Trivvy use AI, and does it train on our data?

Accepted Answer

Trivvy uses multiple AI models, as appropriate, to create messages, surveys, and knowledge checks, and to analyze responses for themes, sentiment, Needs Attention flags, and recommended next steps. Trivvy uses third-party AI models only under business or enterprise terms that prohibit the provider from training on your data. By design, your company name and your users' names, email addresses, and phone numbers are never sent to AI providers, a protection you don't get when managers paste content directly into AI tools. Messages and survey responses are processed exactly as users wrote them.

Question 17

What rights do users have over their information?

Accepted Answer

Users can ask to access, correct, or delete their information by contacting the organization that sent them messages or surveys, since that organization controls the data. If a user contacts Trivvy directly, Trivvy forwards the request to the organization. Users who receive messages through Trivvy are never added to Trivvy's own marketing lists. See our Privacy Policy for details.

Question 18

Does Trivvy make decisions about employees, and can its data be used for discipline?

Accepted Answer

No. Trivvy doesn't make decisions about employees. It surfaces themes, sentiment, and items that need attention. How organizations use those insights is up to them.

Question 19

What should you look for in a secure employee messaging platform?

Accepted Answer

A secure employee messaging platform should have an independent security audit such as SOC 2 Type 2, encryption in transit and at rest, clear data ownership and deletion terms, a list of subprocessors available to customers, proper consent and opt-out handling, and a commitment never to sell users' phone numbers or use them for marketing. Trivvy meets each of these, as described in the answers in this section.

Question 20

Who owns our data, and do you ever sell it?

Accepted Answer

You do. Your organization owns all data it provides or collects through Trivvy, including users' contact information, messages, and survey responses. Trivvy uses it to deliver, support, and secure the service, and may analyze usage and performance data to improve Trivvy. Any data Trivvy shares outside the service is aggregated and de-identified, and never identifies your organization. Phone numbers and other personal data are never sold, rented, or shared for marketing or promotional purposes.

Question 21

How does Trivvy protect our data?

Accepted Answer

Trivvy's security controls have been examined by an independent firm in a SOC 2 Type 2 report covering the Security Trust Services Criteria. Data is hosted in Amazon Web Services data centers in the United States, encrypted in transit with TLS and at rest with AES-256, and access to production systems is role-based and requires multi-factor authentication. The security program also includes automated vulnerability scanning, independent penetration testing, security monitoring, and tested business continuity and disaster recovery plans. You can request access to the SOC 2 report and our subprocessor list at our Trust Center.

Question 22

How are security incidents handled?

Accepted Answer

Trivvy follows a documented incident response plan. If there is unauthorized access to your data, Trivvy will notify you within 72 hours of confirmation of the unauthorized access, as set out in our Terms of Use.

Question 23

How long do you keep our data, and what happens when our contract ends?

Accepted Answer

Trivvy keeps your data for as long as you use the service. When your contract ends, you can request an export of your data within 30 days. After that, Trivvy begins deleting your data from its production systems within 90 days, and backups are deleted on their normal schedule.

Question 24

Are text messages secure, and what shouldn't be sent through Trivvy?

Accepted Answer

Messages travel to and from Trivvy's systems over encrypted connections and are encrypted at rest. Mobile carrier networks, however, do not encrypt text messages between carriers, which is true of all SMS text communications. For that reason, Trivvy never sends highly sensitive information such as login credentials by text, and users shouldn't include government ID numbers, payment card data, personal health information, or other sensitive or confidential details in messages or survey responses. In-app tips remind you to include guidance for users about not sharing sensitive information.

Question 25

How much do frontline employee communication tools cost?

Accepted Answer

Frontline employee communication tools are usually priced per employee per month (PEPM) on an annual subscription, based on company size and usage. Costs vary with the number of admin users, AI analytics, integrations, and any customization needed. Because text messaging has a real delivery cost, many platforms also include a messaging allowance. Trivvy follows this same PEPM model, with a credit allowance.

Question 26

How much does Trivvy cost?

Accepted Answer

Trivvy plans can start as low as $1.50 per employee per month and depend on factors such as your specific plan, number of users, and expected communication volume. Plans are annual subscriptions that include a credit allowance sized to your expected mix of messages, surveys, knowledge checks, and User Chats. We can give you a firm quote in minutes based on your size and usage. Book a demo to get yours.

Question 27

What's the difference between Trivvy's plans?

Accepted Answer

Trivvy offers Basic, Premium, and Enterprise plans, which differ in the number of admin seats, included usage, and advanced features. Admin seats are for people who create and send messages, surveys, or knowledge checks, or review results and insights. See the current plan comparison on our pricing page.

Question 28

How do credits work, and what if we run out?

Accepted Answer

Credits track SMS and MMS activity on the platform: each text sent or received draws down your annual allowance. Your subscription price reflects far more than text delivery. It includes AI-generated surveys, knowledge checks, and messages, AI-driven insights, User Chats with intelligent routing, and the platform that turns each message into actionable insights. That's why companies with similar credit allowances may have different subscription prices, and why dividing your price by your credits doesn't give a meaningful "cost per text." If you use your full allowance, you can buy additional credit packs at any time. Services that use credits may pause until more are purchased. If you're buying packs regularly, upgrading to the next plan is usually the better deal.

Question 29

Where can we review your standard agreement?

Accepted Answer

Trivvy's Terms of Use and Privacy Policy are published on our website. Each subscription also has an Order Form that sets out your plan, subscription duration, and pricing. If you are considering buying Trivvy, we can send you a copy on request. If the Order Form and the Terms of Use ever conflict, the signed Order Form controls.

Question 30

How do billing, renewal, and cancellation work?

Accepted Answer

Trivvy subscriptions are for a minimum duration of one year, except for pilots, and are billed annually, with payment due upon invoice receipt and before service starts. Subscriptions renew automatically for the same period as the current term, unless either party gives written notice at least 30 days before the end of the current term. Fees are non-refundable, and unused credits don't carry over or convert to cash value when a contract ends.

Question 31

Can pricing or terms change during our contract?

Accepted Answer

No. Pricing can change only at renewal, with at least 30 days' notice. Customers who want to lock in their price for a longer period of time can choose a multi-year subscription, which also comes with a small discount (typically 5–10% depending on the duration). If Trivvy updates its Terms of Use, customers with a signed Order Form are notified of material changes by email, and the updated terms apply from the start of their next renewal term.

Question 32

How fast can we get started, and what are the next steps?

Accepted Answer

Setup takes minutes. All you need to do after you sign up is upload a user list or share your organization's unique QR code or link, so users can enroll themselves. Then you’re ready to create and send your first message or survey right away. No IT project is needed.

Every customer also gets a dedicated Trivvy Advisor, who can handle setup for you and even create and send your first messages and surveys on your behalf, especially during a pilot. Our Advisors bring years of operations and HR experience and are available as a sounding board for your leadership whenever you want to reach out.

Question 33

Does Trivvy integrate with our HR or other systems?

Accepted Answer

Trivvy works alongside your HR, business intelligence, and workflow systems rather than replacing them. Our open API will allow Trivvy to connect with almost any system, and custom integrations with applications such as ADP, Power BI, and ServiceNow can be built and are quoted separately. For most customers, we recommend starting with a user file upload or QR code self-enrollment until you see how your users engage with Trivvy.

Question 34

What support is included, and is there an uptime SLA?

Accepted Answer

In addition to your dedicated Advisor, every customer has access to support by email, phone, and in-app Trivvy chat, Monday through Friday, 9 AM to 9 PM Eastern Time. Support requests are handled promptly, with urgent issues prioritized.

Trivvy doesn't offer a formal uptime SLA, which helps keep our pricing affordable. The platform is built for reliability, with few points of failure: there's no app to install, no user logins, and nothing to deploy on your network or devices. Trivvy runs on Amazon Web Services with continuous monitoring, regular backups, and tested disaster recovery plans, and we give advance notice of scheduled maintenance whenever possible.

Question 35

How can we be sure Trivvy will work at our company?

Accepted Answer

The best way is to see it in your own environment. Start with a 30-minute live demo focused on your use case, where you'll experience both the manager and the user side of Trivvy. We're also happy to share case studies relevant to your operations, so you can see the results similar organizations have achieved.

When you're ready, you can run a low-cost pilot on any plan with as few users as you like. We recommend including frontline users who rely mainly on their phones, and running the pilot for at least six months so adoption and engagement have time to build. Pilot payments count toward your full subscription. To protect our customers' time and privacy, we don't share customer contact information or ask customers to serve as references. Book a demo to get started.

Frequently Asked Questions