The Messaging channels feature allows you to manage and create Two Way SMS streams directly from the dialer.

Creating Two Way SMS Channel

To create a Two Way SMS channel:

1. Go to Settings > Messaging Channels.

2. Click Add New Channel.
3. From the Type drop-down list, select SMS.
4. Provide a dedicated channel name to present the business logic messages to be sent through this channel.
5. For the Channel Type field, select Two way SMS.

6. Click Create.
7. A new channel is created and added to the Messaging Channels table with the following information on all existing channels:

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NOTE

If you have issues configuring your channel, please click here to request assistance and our support team will be happy to help you configure your first business channel.

Adding New Two Way Event

To add a new event for your channel, in the New Event for SMS Channel wizard, fill in the necessary information to complete each step.

Step 1: Channel Settings

Start with entering channel details: ​

• Default Sender ID - select your allowed sender from the drop-down list or use search.

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NOTE

If you have issues with selecting the correct Sender ID, please click here to request assistance and our support team will be happy to help you configure your first channel event.

• Active - set the channel status by enabling (Active) or disabling (Not Active) it.

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NOTE

The GLOBAL desk (team) name is the default team to which conversations are assigned when messages are sent/received without relation to agents.

Step 2: Message Content

Enter event data to create a customized SMS by using the relevant preset examples and a real-time message preview on the right:

• Event name - create a meaningful name to present the action/reason for the message.
• Body - the message content to send to your audience. You can set your own SMS text or use the placeholders to make the content more personal for the receiver.

• Is Public - enable to allow agents to use the event to connect with the lead while on a call.
• Limit amount of the SMS per same call (mandatory) - define how many times the agent triggers the event by sending an event body message to the callee on the same call. This setting is defined to prevent spamming your audience.

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NOTE

Agents can change the message body. on dialer only

Step 3: Scheduling Event

Enable the Send SMS only in the specific hours option if you want to limit sending message hours to your leads according to the lead country/timezone.

In the Sending Hours (lead's local time) section that pops up, choose the SMS sending hours by country according to your default timezone.

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NOTE

• Be aware that we detect related countries according to a lead timezone, therefore, make sure you cover the entire list of relevant countries. For example, Vatican Time Zone is not included in Italy. For more details on how to set calling times across multiple timezones, check the Default Timezones Management article.
• Messages defined to be sent outside the allowed timeframe will be queued and sent within the next allowed timeframe.

Step 4: Creating Event

Finally, click Create. The new event will appear on the list of existing events in your messaging channel.

Click the + button next to Channel Type or select the event name to view the list of existing events for any channel with the following information: