SMS

In this guide, you will learn how to configure the SMS channel in your campaigns. It’s super easy and requires very basic configuration. Let’s get started!

General

In this section, you will configure parameters related to the functioning of the channel.

• Enable: Allows you to enable or disable the channel so that interactions are not received.
• Connector: Here, you must select a connector that will be used to receive and send messages. If you haven’t created one yet, you can create it from here by pressing the + icon.
• Phone Number: Here, you must select the phone numbers to be used. All numbers configured in the connector will appear.
• Strategy: Defines how interactions will be distributed among available users. See strategies
• Service Level: Allows you to set a desired maximum time in seconds for incoming interactions to be attended by a user. Then, on the campaign dashboard, you will be able to see the percentage of interactions that met this time. If the time is exceeded, it does not mean the interaction won’t be attended by a user; it just won’t affect the Service Level compliance percentage.
• Max Interactions: Indicates the maximum number of SMS interactions that can be in the queue waiting to be attended by a user.
• Max Transfer Time: Sets the maximum time in seconds that the user to whom the interaction was transferred has to attend to it. After this time, the interaction will return to the original user who transferred it. If set to 0, there will be no maximum time for transfers.
• Max Time: The maximum time in seconds that an interaction can remain in the queue.
• Out of Hours: This is the message that will be sent to the client if an interaction arrives outside the campaign’s operating hours.
• Inbound Blacklist: If enabled, interactions from a client on the blacklist will not enter the queue and cannot connect with an agent.
• Outbound Blacklist: If enabled, if a user tries to initiate an interaction with a client on the blacklist, the interaction will not be initiated.

Automations

In this section, you can configure the different types of Bots to use in the channel.

• Bot on start: allows you to select a previously created Bot that will connect with the customer once the interaction enters the queue.
• Bot on end: allows you to select a Bot that will connect with the customer once the user finishes an interaction. This Bot could be, for example, a personalized satisfaction survey.
• Bot after timeout: allows you to select a Bot that will automatically connect with the customer if the maximum configured queue time is exceeded without being attended.