Adding an Outbound SMS Message Gateway

There are two ways to add an outbound SMS message gateway:

Copy an existing outbound SMS message gateway.
Add a new message gateway.

Add the Gateway

In Studio, go to Message Gateway configuration. You see a list of universes. Each universe has an Edit Message Gateway button.
Note: The list of universes is restricted by your Studio user ID and role. This means you can only see the universes that you have been assigned to.
Choose Edit Message Gateway for your preferred universe. You see the message gateways index page, listing all the existing gateways in this universe.
From the toolbar, add a new gateway. You see the Message Gateway settings page.

The settings are organized into two sections: General Settings and Universe Settings. Follow the steps below to get started with editing the General Settings.

Edit the General Settings

In Description, enter a description for your outbound SMS gateway.

Note: This is for your reference only. It will not be shown to customers or agents.
From Type of message gateway, select SMS. You see additional options.
In SMS provider URL, enter the URL of the API for your SMS service provider.

Tip: For information about supported providers, see Outbound SMS.
In SMS provider key, enter your API key.
In URL shortening service connection, enter the URL for your preferred URL shortening service.
In URL shortening service key, enter the key for your preferred URL shortening service.
In Sender ID, enter the sender ID that your URL shortening service provides you.
Note: For information about URL shortening, see Shortening URLs.
For Route records to the same agent?, select Yes if you want a customer to be passed to the same agent who handled their previous message.
Use Route to last agent window when you choose Route records to the same agent so that Syntelate XA knows which messages will be eligible for routing to the same agent. New messages will be routed to the same agent only if the new message is received by Syntelate XA within the window of time you specify here. Enter a number of minutes as a whole number, for example, 30.
For Allow inbound calls?, choose Yes if you want to prioritize inbound calls over SMS messages; this will result in inbound calls being allowed to interrupt agents who are handling SMS messages.

Next, edit the Universe Settings.

Edit the Universe Settings

From Universe, select the universe that this gateway should be added to.
From Agent group, select the group that will handle this SMS number.
From Customer table, select the table that contains your customers’ mobile phone (cell phone) number.
From Customer table: Lookup field, select the column in your customer details table that contains customers’ mobile phone (cell phone) numbers.
From Lookup type, select Phonenumber.
From Customer table: Customer ID field, select the column in your customer details table that contains unique customer IDs that Syntelate XA should use to match against the INTERACTION_X table.
From Interaction table: Client table ID, select the column in the INTERACTION_X table that Syntelate XA should match against the Customer ID Field.

Note: Your customer details table contains one record per customer. The INTERACTION_X table, on the other hand, contains one record per customer interaction (in other words, it contains one record for every web chat, phone call, and so on).

Both tables must contain a column for a unique customer ID. This is the Customer ID Field in your customer details table and the Client Table ID field in the INTERACTION_X table.
Save your settings . The page refreshes. It shows you the gateway's settings that you just created. It also shows you some further configuration options.

You are now ready to explore those options. See below for further guidance.

What’s Next?

You’ve now added a basic outbound SMS gateway, but there’s still more to do! See the following tasks:

Once you’re happy with how your message gateway is configured, you need to set it to active before it can be used. See Making a Message Gateway Active/Dormant.