SMS

You can send and receive short text messages using SMS (Short Message Service). Sending SMS-based text messages can be triggered by terminating a record with a disposition.

Note: an SMS-based text message can contain up to 160 alpha-numeric characters.

Table of Contents

To Create an SMS Template

  1. Select a project from the project list, then select Channels > SMS.
  2. Press Add new SMS template.
  3. Enter the name of the template in the Template name text field.
  4. Enter a phone number or select a database field in the To drop-down list to set the recipient.
  5. Select a phone number from the Sender drop-down list. This number is displayed as the sender to the recipient.
  6. Set when you want your text message to be sent in the Send date text field. You can schedule your message to be sent later by adding a reference to a date database field, or select Send now to send the message immediately.
  7. If it is not marked, mark the Active checkbox.
  8. In the Dispositions pane, mark the checkbox beside one or more dispositions. When agents use these dispositions, the SMS is sent automatically.
  9. Select the Message tab, then enter the desired message.
  10. Press Save.

To Activate or Inactivate an SMS Template

  1. Select a project from the project list, then select Channels > SMS.
  2. Press Expand icon to see your SMS templates list, then select a template.
  3. Mark or unmark the Active checkbox.
  4. Press Save.

To Delete an SMS Template

  1. Select a project from the project list, then select Channels > SMS.
  2. Press Expand icon to see your SMS templates list.
  3. Hover your mouse over the template you want to delete, then press Delete icon.

To Test an SMS Template

  1. Select a project from the project list, then select Channels > SMS.
  2. Press Expand icon to see your SMS templates list, then select a template.
  3. On the General tab, enter a phone number in the text box beside the Save and send test SMS button, then press the button.

To Read All Text Messages Sent

  • Read about this feature in the SMS Log section.

To Modify Sender ID

  1. Select a project from the project list, then select Channels > SMS.
  2. Enter the sender ID you wish to use in the Sender field.
  3. Press Save.

Warning: Some telecom providers don’t support using a unique sender ID, so it is recommended including your signature in the message.

Note: Only alphanumerics (a-z, 0-9), full stop (.) and plus (+) characters are supported.

To Send Bulk Text Messages

  1. Select a project from the project list, then select Database > Records list.
  2. Specify criteria to filter for records you want to send the text message to.
  3. Select Actions, then select the Bulk SMS option.
  4. Select a template to be sent to the record.

Note: To get this feature, please get in touch with your contact person at VCC Live.


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