Creating Two Way SMS Channel:

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NOTE

The Messaging Inbox provides handling and message viewing of the 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 you send through this channel
5. For the Channel Type field, select Two way SMS

6. Click Create

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 by 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:

• Event name - create a meaningful name to present the action/reason for the message
• Body - the message content to send to your audience
• Available variables - Used on dialer only
• Is Public - enables agents to use the event to connect with the lead while on a call. Used on dialer only
• 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 caller on the same call. This setting is defined to prevent spamming your audience. Used on dialer only

Step 3: Creating Event

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

To view the list, click the + button next to Channel Type.