Outbound SMS

Syntelate XA’s outbound SMS functionality lets you send SMS text messages to your customers. This can either be via automated communication or by the agent manually sending an SMS.

• Automated communication: Perhaps you’d like to ask each customer about their experience after a voice call. Or maybe your agents book appointments for your customers, and you’d like to send a reminder SMS to the customer 24 hours before their appointment.
• Manual communication: Let an agent send an SMS to a customer while on a call with them to provide written confirmation of some details, for example. The content of such SMS messages can be automatically generated and sent upon the click of a button. Alternatively, you can allow the agent to manually type the SMS.

Outbound SMS vs SMS Chat

Syntelate XA offers two types of SMS functionality.

Outbound SMS

Allows outbound SMS communication to the customer, either by automated communication or by the agent manually sending an SMS.

SMS Chat

Allows back-and-forth chat between an agent and a customer via SMS. Initiated by the customer sending an SMS.

For more information about SMS chat, see SMS Chat.

Integration Services

Syntelate XA supports the following integration services for outbound SMS:

• Kapow
• Textlocal
• Avaya OneCloud CPaaS

See the service provider’s website for details of costs.

Technical Details

To send an outbound SMS message, you simply need to add a new record to the INTERACTION_X_NEWMESSAGE table. This is then picked up the Outbound Gateway service and sent to the customer.

You can add new records to the INTERACTION_X_NEWMESSAGE table in a variety of ways. For example:

• You can add a Multiline text box to your agents’ desktop that writes to the INTERACTION_X_NEWMESSAGE table.
• You can add an action to a completion button that writes to the INTERACTION_X_NEWMESSAGE table.
• You can set up a Fulfilment that runs at set intervals and, where certain conditions are met, adds new records to the INTERACTION_X_NEWMESSAGE table.

More Information

Section	Description
Designer	Explains how to design desktops for your agents. To let your agents send SMS messages at the click of a button, add an action button to a data entry element. To let your agents type SMS messages, add a multiline text box. To automatically send an SMS at the end of a call, add an action to a completion button.
Message Gateways Configuration	Explains how to configure a message gateway with an SMS service provider for the sending of outbound SMS messages.
Fulfilment Server	Explains how to set up Fulfilments, which you can use for automated SMS communication.