Difference between revisions of "PEC-OU/Current/CXContact/SMSCampaign"

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|Context=Learn how to build and modify SMS templates if you plan to run a campaign using the SMS channel.
 
|Context=Learn how to build and modify SMS templates if you plan to run a campaign using the SMS channel.
 
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|Platform=GenesysEngage-onpremises
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|Platform=GenesysEngage-cloud
 
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|Role=Administrator
 
|Application=CX Contact
 
|Application=CX Contact
 
|Section={{Section
 
|Section={{Section
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|sectionHeading=Create SMS Content
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|anchor=SMSContent
 
|alignment=Vertical
 
|alignment=Vertical
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|structuredtext={{NoteFormat|Currently, CX Contact supports Alert templates only.  }}
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|structuredtext=To get started, you need to {{Link-SomewhereInThisManual|topic=DialingProfile|display text=create an SMS dialing profile}}
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<!--
 
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When you Use the tabs to define key campaign parameters. This section outlines the SMS-specific parameters found in these tabs. Refer to the {{Link-SomewhereInThisManual|topic=DialingProfile|anchor=top|display text=Create and Manage a Dialing Profile}} page in this manual for a description of all general campaign parameters or voice channel-specific parameters.
 
  
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*General - Specify the dialing profile (SMS) name and Sender ID.
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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.
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*Dialing - Three dialing modes are available for SMS campaigns - '''Rate per Minute''', '''Auto-Pacing''', and '''Broadcast'''. If you select the '''Rate per Minute''' mode, you must use the '''SMS per Minute''' pacing option (sliding scale) to specify the precise number of text messages you want to send per minute. Refer to the {{Link-SomewhereInThisManual|topic=DialingModes|anchor=top|display text=Dialing Modes}} page for more information.
 
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* Treatment - Refer to the {{Link-SomewhereInThisManual|topic=ApplyTreatments|anchor=top|display text=Apply Treatments}} section for more information about available treatment options.
 
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*Content tab - This is where you'll create and manage SMS templates. Refer to the {{Link-SomewhereInThisManual|topic=SMSCampaign|anchor=SMSContent|display text=Create SMS Content}} section below for more information.
 
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*Advanced - Refer to the {{Link-SomewhereInThisManual|topic=DialingProfile|anchor=top|display text=Dialing Profile}} page for more information about Advanced options. -->
 
 
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|sectionHeading=Create SMS Content
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|image=Variable-alert SMS-alert-type.png
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|structuredtext=To get started, you need to {{Link-SomewhereInThisManual|topic=DialingProfile|anchor=CreateProfile|display text=create an SMS dialing profile}}  
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|structuredtext=<br />
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{{AnchorDiv|Labels}}
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To begin, specify the following:
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*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.
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*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.
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*Use Smart Filter - When enabled (default), CX Contact removes unnecessary symbols, spaces, and line breaks before sending the text message.
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|structuredtextwide={{NoteFormat|The type of template cannot be changed after a dialing profile is created.|Important}}
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====Create an Alert SMS Template====
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Watch this video to learn how to create a general SMS template.
  
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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.
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{{Video|id=749879852|Description=Alert SMS Template}}
  
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[[File:CXC_DP_ContentTab.png|500px|center]]
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====Create a Variable SMS Template====
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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.
  
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To begin, specify the following:
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Watch this video to learn how to create a variable SMS template.{{Video|id=751990249|Description=Variable SMS templates}}
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{{AnchorDiv|Labels}}
 
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*Type - Select '''Alert'''. (Future releases will include support for additional types of SMS templates).
 
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*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.
 
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*Use Smart Filter - When enabled (default), CX Contact removes unnecessary symbols, spaces, and line breaks before sending the text message.
 
  
 +
====Add Message Content====
 
Now, insert the text into the message body for each type of alert 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).
 
*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.
 
*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.
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*Opt-out/Stop Response - The response used when a customer texts the Opt-out keyword. Those customers are automatically added to the suppression list.
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*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.
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{{NoteFormat|ARRET and UNSUB are supported Opt-Out/Stop responses for Canada.}}
  
 
[[File:CXC_SMS_SampleResponses_Personalization.png|500px|center]]
 
[[File:CXC_SMS_SampleResponses_Personalization.png|500px|center]]
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{{AnchorDiv|SMSKeywords}}
 
{{AnchorDiv|SMSKeywords}}
 
===Supported Keywords===
 
===Supported Keywords===
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The following is a list of supported keywords. These are not case sensitive.
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The following is a list of supported keywords. These are not case sensitive.  
 
  
 
*Help
 
*Help
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*Cancel
 
*Cancel
 
*Quit
 
*Quit
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*Aide
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*Arret
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*Unsub
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*Unstop
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*Start
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*Subscribe
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*Resume
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{{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}}
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====Custom keywords====
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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.
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[[File:Custom SMS keywords.png|500x500px]]
  
 
===Character Length in Message Bodies===
 
===Character Length in Message Bodies===

Latest revision as of 11:55, March 6, 2023

This topic is part of the manual Outbound (CX Contact) CX Contact Help for version Current of Outbound (CX Contact).

Learn how to build and modify SMS templates if you plan to run a campaign using the SMS channel.

Create SMS Content

To get started, you need to 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.


To begin, specify the following:

  • 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 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.
Important
The type of template cannot be changed after a dialing profile is created.

Create an Alert SMS Template

Watch this video to learn how to create a general SMS template.

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.

Watch this video to learn how to create a variable SMS template.

Add Message Content

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 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 Supported Keywords such as, Unsubscribe, Cancel, Quit, and End will also automatically add the customers device/mobile number to the suppression list.
Important
ARRET and UNSUB are supported Opt-Out/Stop responses for Canada.
CXC SMS SampleResponses Personalization.png

Supported Keywords

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

  • Help
  • Info
  • Stop
  • Unsubscribe
  • Cancel
  • Quit
  • Aide
  • Arret
  • Unsub
  • Unstop
  • Start
  • Subscribe
  • Resume
Tip
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.

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.

Custom SMS keywords.png

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.

Important
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.

Personalized Content

To personalize a message (for example, greet the customer by name):

  1. Select the labeling schema from the Labels menu
  2. Fom the personalization menu, drag the contact list field name to the body of the message.
CXC SMS DragDropFields.png
Important
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:
CXC Email FirstNameTag.png

Result: The system scans the contact's information and finds that the First Name value for this contact is John. The customer receives the following text message: Hi John.

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