PEC-OU/Current/CXContact/SMSCampaign - Revision history

Xavier: Published

2023-03-06T11:55:14Z

Published

WikiSysop at 15:31, September 29, 2022

2022-09-29T15:31:17Z

WikiSysop at 13:45, September 21, 2022

2022-09-21T13:45:56Z

Arjun.d@genesys.com: Published

2021-11-23T13:52:28Z

Published

Mary.hachey@genesys.com: Published

2021-10-18T19:39:12Z

Published

Mary.hachey@genesys.com: Published

2021-10-13T17:25:37Z

Published

Merav.levy@genesys.com: Published

2021-02-09T17:09:17Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:30:54Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:44:55Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T14:26:00Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Create an SMS Template
|TocName=Create an SMS Template
|Context=Learn how to build and modify SMS templates if you plan to run a campaign using the SMS channel.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=CX Contact
|Section={{Section
|alignment=Vertical
|structuredtext={{NoteFormat|Currently, CX Contact supports Alert templates only. }}

|Status=No
}}{{Section
|sectionHeading=Create SMS Content
|anchor=SMSContent
|alignment=Vertical
|structuredtext=To get started, you need to {{Link-SomewhereInThisManual|topic=DialingProfile|anchor=CreateProfile|display text=create an SMS dialing profile}}

When you set up your SMS profile, you'll see a tab named '''Content'''. This is where you'll create a template for an SMS message and one for responses to Help and Opt-out requests from customers.

[[File:CXC_DP_ContentTab.png|500px|center]]

To begin, specify the following:
{{AnchorDiv|Labels}}
*Type - Select '''Alert'''. (Future releases will include support for additional types of SMS templates).
*Labels - If you plan to personalize messages using fields you defined in a labeling schema, select the labeling schema here. Otherwise, the Pesonalization menu will populate the default CX Contact list fields. See the {{Link-SomewhereInThisManual|topic=SMSCampaign|anchor=Personalization|display text=Personalized Content}} section below for more information.
*Use Smart Filter - When enabled (default), CX Contact removes unnecessary symbols, spaces, and line breaks before sending the text message.

Now, insert the text into the message body for each type of alert message:

*Initial Message - The initial outbound message, also known as the Message Termination (MT).
*Help Response - The response used when a customer texts the Help or Info keyword. See the {{Link-SomewhereInThisManual|topic=SMSCampaign|anchor=SMSKeywords|display text=Supported Keywords}} section for a list of supported keywords.
*Opt-out/Stop Response - The response used when a customer texts the Opt-out keyword. Those customers are automatically added to the suppression list.

[[File:CXC_SMS_SampleResponses_Personalization.png|500px|center]]

{{AnchorDiv|SMSKeywords}}
===Supported Keywords===

The following is a list of supported keywords. These are not case sensitive.

*Help
*Info
*Stop
*Unsubscribe
*Cancel
*Quit

===Character Length in Message Bodies===
There is no limit to the amount of characters in the message body text, but sending an SMS with more than 160 characters is enabled with SMS Concatenation. Also, when using Personalized content, those field values count toward the maximum field length. Every tag counts as 10 characters.

{{NoteFormat|Delivering content with more than 160 characters requires the system to send multiple SMS messages. Since each SMS incurs costs, please consider this when creating content over 160 characters.}}
|Status=No
}}{{Section
|sectionHeading=Personalized Content
|anchor=Personalization
|alignment=Vertical
|structuredtext=To personalize a message (for example, greet the customer by name):

#Select the {{Link-SomewhereInThisManual|topic=SMSCampaign|anchor=Labels|display text=labeling schema}} from the Labels menu
#Fom the personalization menu, drag the contact list field name to the body of the message.

[[File:CXC_SMS_DragDropFields.png|500px|center]]

{{NoteFormat|When you use the personalization feature, we recommend you always use the '''Send SMS Test''' option to ensure the template populates as expected.}}

{{{!}}
{{!}}-
{{!}}'''Scenario'''
{{!}}
'''Action:'''
You write: ''Hi'' followed by the ''First Name'' tag:<br>
[[File:CXC_Email_FirstNameTag.png]]

'''Result:'''
The system scans the contact's information and finds that the ''First Name'' value for this contact is <tt>John</tt>. The customer receives the following text message: ''Hi John.''
{{!}}-
{{!}}}
|Status=No
}}
}}

← Older revision		Revision as of 11:55, March 6, 2023
Line 70:		Line 70:
	{{NoteFormat\|Alpha or alphanumeric Sender IDs cannot receive mobile-originated (MO) SMS responses. Therefore, CX Contact disables '''Edit''' dialogs in the UI for the '''Stop''' and '''Help''' keywords if the Sender ID’s are configured for an SMS Campaign Group.\|2}}		{{NoteFormat\|Alpha or alphanumeric Sender IDs cannot receive mobile-originated (MO) SMS responses. Therefore, CX Contact disables '''Edit''' dialogs in the UI for the '''Stop''' and '''Help''' keywords if the Sender ID’s are configured for an SMS Campaign Group.\|2}}

		+	====Custom keywords====
		+	You can override the default keywords for the options Help and Stop/Opt out and specify custom ones. When you add a personalized response for the Stop or Help options, click the '''Override Stop Keywords''' or '''Override Help Keywords''' buttons to set custom keywords. You can specify multiple custom keywords and delete the ones that you don't want. Keywords can include both alphabets and digits. If required, you can also use GUIDs in keywords.
		+
		+	[[File:Custom SMS keywords.png\|500x500px]]

	===Character Length in Message Bodies===		===Character Length in Message Bodies===

@@ Line 27: / Line 27: @@
 *Labels - If you plan to personalize messages using fields you defined in a labeling schema, select the labeling schema here. Otherwise, the Personalization menu will populate the default CX Contact list fields. See the {{Link-SomewhereInThisManual|topic=SMSCampaign|anchor=Personalization|display text=Personalized Content}} section below for more information.
 *Use Smart Filter - When enabled (default), CX Contact removes unnecessary symbols, spaces, and line breaks before sending the text message.
-|structuredtextwide={{NoteFormat|The alert type cannot be changed after a dialing profile is created.|Important}}
+|structuredtextwide={{NoteFormat|The type of template cannot be changed after a dialing profile is created.|Important}}
 ====Create an Alert SMS Template====
@@ Line 36: / Line 36: @@
 ====Create a Variable SMS Template====
 For variable alerts, the first template you create is the default template. For subsequent templates you can add a custom JavaScript expression in the '''Selection Expression''' field, which evaluates the conditions for a True or False outcome. True allows for that template to be used. If the conditions specified in all such expression fields fail, the default template is used.
 ====Add Message Content====
@@ Line 42: / Line 44: @@
 *Initial Message - The initial outbound message, also known as the Message Termination (MT).
 *Help Response - The response used when a customer texts the Help or Info keyword. See the {{Link-SomewhereInThisManual|topic=SMSCampaign|anchor=SMSKeywords|display text=Supported Keywords}} section for a list of supported keywords.
-*Opt-out/Stop Response - The response used when a customer texts the '''STOP''' keyword. Those customers are automatically added to the suppression list. Additional {{Link-SomewhereInThisManual|topic=SMSCampaign|anchor=SMSKeywords|display text=Supported Keywords}} such as, Unsubscribe, Cancel, Quit, and END will also automatically add the customers device/mobile number to the suppression list.
+*Opt-out/Stop Response - The response used when a customer texts the '''Stop''' keyword. Those customers are automatically added to the suppression list. Additional {{Link-SomewhereInThisManual|topic=SMSCampaign|anchor=SMSKeywords|display text=Supported Keywords}} such as, '''Unsubscribe''', '''Cancel''', '''Quit''', and '''End''' will also automatically add the customers device/mobile number to the suppression list.
 {{NoteFormat|ARRET and UNSUB are supported Opt-Out/Stop responses for Canada.}}
@@ Line 67: / Line 69: @@
 {{NoteFormat|Alpha or alphanumeric Sender IDs cannot receive mobile-originated (MO) SMS responses. Therefore, CX Contact disables '''Edit''' dialogs in the UI for the '''Stop''' and '''Help''' keywords if the Sender ID’s are configured for an SMS Campaign Group.|2}}
 ===Character Length in Message Bodies===

@@ Line 57: / Line 57: @@
 *Cancel
 *Quit
 {{NoteFormat|Alpha or alphanumeric Sender IDs cannot receive mobile-originated (MO) SMS responses. Therefore, CX Contact disables '''Edit''' dialogs in the UI for the '''Stop''' and '''Help''' keywords if the Sender ID’s are configured for an SMS Campaign Group.|2}}

@@ Line 12: / Line 12: @@
 |anchor=SMSContent
 |alignment=Vertical
-|structuredtext=To get started, you need to  {{Link-SomewhereInThisManual|topic=DialingProfile|anchor=CreateProfile|display text=create an SMS dialing profile}}
+|structuredtext=To get started, you need to  {{Link-SomewhereInThisManual|topic=DialingProfile|display text=create an SMS dialing profile}}
 When you set up your SMS profile, you'll see a tab named '''Content'''. This is where you'll create a template for an SMS message and one for responses to Help and Opt-out requests from customers.
@@ Line 29: / Line 29: @@
 |structuredtextwide={{NoteFormat|The alert type cannot be changed after a dialing profile is created.|Important}}
 For variable alerts, the first template you create is the default template. For subsequent templates you can add a custom JavaScript expression in the '''Selection Expression''' field, which evaluates the conditions for a True or False outcome. True allows for that template to be used. If the conditions specified in all such expression fields fail, the default template is used.
 Now, insert the text into the message body for each type of alert message:

@@ Line 9: / Line 9: @@
 |Application=CX Contact
 |Section={{Section
 |alignment=Vertical
-|structuredtext={{NoteFormat|Currently, CX Contact supports Alert templates only.  }}
+|structuredtext=To get started, you need to  {{Link-SomewhereInThisManual|topic=DialingProfile|anchor=CreateProfile|display text=create an SMS dialing profile}}
-*General - Specify the dialing profile (SMS) name and Sender ID.
+When you set up your SMS profile, you'll see a tab named '''Content'''. This is where you'll create a template for an SMS message and one for responses to Help and Opt-out requests from customers.
 |Status=No
 }}{{Section
-|sectionHeading=Create SMS Content
+|alignment=Horizontal
-|anchor=SMSContent
+|Media=Image
-|alignment=Vertical
+|image=Variable-alert SMS-alert-type.png
-|structuredtext=To get started, you need to  {{Link-SomewhereInThisManual|topic=DialingProfile|anchor=CreateProfile|display text=create an SMS dialing profile}}
+|structuredtext=<br />
-When you set up your SMS profile, you'll see a tab named '''Content'''. This is where you'll create a template for an SMS message and one for responses to Help and Opt-out requests from customers.
+*Type - Select '''Alert''' or '''Variable Alert'''. When you select '''Variable Alert''', you can create additional SMS templates by clicking the plus button. The templates can have different Sender IDs and messages.
+*Labels - If you plan to personalize messages using fields you defined in a labeling schema, select the labeling schema here. Otherwise, the Personalization menu will populate the default CX Contact list fields. See the {{Link-SomewhereInThisManual|topic=SMSCampaign|anchor=Personalization|display text=Personalized Content}} section below for more information.
-[[File:CXC_DP_ContentTab.png|500px|center]]
+*Use Smart Filter - When enabled (default), CX Contact removes unnecessary symbols, spaces, and line breaks before sending the text message.
-*Type - Select '''Alert'''. (Future releases will include support for additional types of SMS templates).
+For variable alerts, the first template you create is the default template. For subsequent templates you can add a custom JavaScript expression in the '''Selection Expression''' field, which evaluates the conditions for a True or False outcome. True allows for that template to be used. If the conditions specified in all such expression fields fail, the default template is used.
 Now, insert the text into the message body for each type of alert message:
@@ Line 61: / Line 56: @@
 *Unsub
 *Unstop
 *Start
 *Subscribe
 *Resume

@@ Line 5: / Line 5: @@
 |Context=Learn how to build and modify SMS templates if you plan to run a campaign using the SMS channel.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=CX Contact

PEC-OU/Current/CXContact/SMSCampaign - Revision history

Xavier: Published

WikiSysop at 15:31, September 29, 2022

WikiSysop at 13:45, September 21, 2022

Arjun.d@genesys.com: Published

Mary.hachey@genesys.com: Published

Mary.hachey@genesys.com: Published

Merav.levy@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"