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.
Note: This article describes only the basic settings of the SMS feature. For more in-depth guides, check out our SMS-related tutorials.
Table of Contents
- To Create an SMS Template
- To Activate or Inactivate an SMS Template
- To Delete an SMS Template
- To Test an SMS Template
- To Read All Text Messages Sent
- To Modify Sender ID
- To Send Bulk Text Messages
- To Set Automatic Disposition Allocation for Bulk Text Messages
To Create an SMS Template
- Select a project from the project list, then select channels.menu.label > sms.menu.label.
- Press new_sms.button.label.
- Enter the name of the template in the name.label.value text field.
- Enter a phone number or select a database field in the contactEmail.label drop-down list to set the recipient.
- Select a phone number from the from.label.value drop-down list. This number is displayed as the sender to the recipient.
- Set when you want your text message to be sent in the due_date.label.value text field. You can schedule your message to be sent later by adding a reference to a date database field, or select send_now.label to send the message immediately.
- If it is not marked, mark the active checkbox.
- In the disposition.caption.label pane, mark the checkbox beside one or more dispositions. When agents use these dispositions, the SMS is sent automatically.
- Select the message.tab.label tab, then enter the desired message.
- Press field_change.button.label.
To Activate or Inactivate an SMS Template
- Select a project from the project list, then select channels.menu.label > sms.menu.label.
- Press
to see your SMS templates list, then select a template.
- Mark or unmark the active checkbox.
- Press field_change.button.label.
To Delete an SMS Template
- Select a project from the project list, then select channels.menu.label > sms.menu.label.
- Press
to see your SMS templates list.
- Hover your mouse over the template you want to delete, then press
.
To Test an SMS Template
- Select a project from the project list, then select channels.menu.label > sms.menu.label.
- Press
to see your SMS templates list, then select a template.
- On the general.tab.label tab, enter a phone number in the text box beside the test_sms.button.label button, then press the button.
To Read All Text Messages Sent
- Read about this feature in the SMS Log section.
To Modify Sender ID
- Select a project from the project list, then select channels.menu.label > sms.menu.label.
- Enter the sender ID you wish to use in the from.label.value field.
- Press field_change.button.label.
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
- Select a project from the project list, then select database.menu.label > records_list.menu.label.
- Specify criteria to filter for records you want to send the text message to.
- Select action.toolbarbutton.label, then select the massSms.label option.
- Select a template to be sent to the record.
Note: For a detailed overview and step-by-step guide, check out our Tutorial on Bulk Text Messaging
Note: To get this feature, please get in touch with your contact person at VCC Live®.
To Set Automatic Disposition Allocation for Bulk Text Messages
You can now have the system to set a disposition automatically for records when sending mass text messages (SMS), depending on the delivery status of each message (sent/delivered).
- Select a project from the project list, then select channels.menu.label > sms.menu.label.
- Select a template.
- Select the smsEventDispositionSettings.label tab.
- Select a disposition from the drop-down list for each delivery status. The system will set a disposition automatically for records when sending mass text messages (SMS) depending on the delivery status of each message (sent/delivered).
- Press field_change.button.label.
Tip: Read about SMS Transliteration related to your SMS templates in the SMS Transliteration section.
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