SMS Channel

Overview

The SMS Channel enables customer communication via text messages. It supports inbound, outbound, or bidirectional messaging on the digital platform. You can select from different providers on the SMS channel, and based on the selected provider, you would require different setup configurations.

SMS channel capabilities:

• Outbound SMS: It enables one-way communication, allowing you to send notifications or messages to users without expecting replies. It uses numbers specifically configured for outbound messaging and is ideal for simple text communications, such as alerts or reminders.
• Inbound and Outbound SMS: It facilitates two-way communication, enabling you to send notifications or messages and receive responses from users. This method links to an Experience Flow, allowing for more interactive engagement. It's suitable for simple text messages that require user input or ongoing conversations, such as customer support inquiries or appointment confirmations.

To run SMS campaigns, you must configure the SMS Channel. Currently, the channel is compatible only with Twilio.

Configure SMS Channel

Steps for SMS Channel Configuration:

1. The SMS channel can be configured by going to Automation AI > Flows & Channels > Channels > Digital > All > Others > SMS Channel.
   

   You can also configure the SMS channel by going to Contact Center AI > Campaigns > Campaign Management > SMS > Configure SMS Channel.
   

2. Clicking the Configure SMS Channel button redirects the user to the Digital channel page. Click SMS.
   

   The following page appears to select a provider name from the dropdown list.
   

3. The Instructions tab provides instructions to configure the selected SMS service provider. Select a Provider Name from the dropdown list.
   

   To set up a Twilio Voice Channel, see Adding the Twilio Voice Channel.

4. Once all the Instructions are completed, click Next to move to the Configurations tab. You can also click the Configurations tab.
   

5. On the configurations tab, select the Provider Name from the dropdown. The following page appears.
   

   1. Enter the Account SID extracted from the Twilio account.
   2. Enter the Auth Token extracted from the Twilio account.
   3. Enter the Messaging Service SID extracted from the Twilio account. You can attach multiple numbers that are specific to the messaging service.
   4. Enter the Webhook URL.
   5. Enter the Status Callback URL.
   6. Enter the Phone Numbers for sending or receiving messages.
   7. Specify the Select Direction from the dropdown list.
      1. Select Outbound to send an SMS (no replies are allowed).

      2. Select Inbound & Outbound to send and receive text messages.

         Note

         You should add at least one phone number to save the configurations. There should not be any duplicate numbers. The configuration would differ based on the selection.

6. Click Save. The SMS channel is configured.