SMS Acknowledgement

System administrators with access to creating and editing campaigns can set up acknowledgements for SMS campaigns. This is where you can define how your contacts should respond to SMS messages sent by your campaign, or what actions the system should take when the contact sends an unexpected reply.

Once you have created a campaign, you can configure the SMS acknowledgement flow for the SMS message received by the contact.

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To set up the SMS Acknowledgement:

1. Click SMS Acknowledgement Settings. The SMS Acknowledgement page appears.
   
   

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2. To add expected responses from users, click Add, and then complete the following options:
   NOTE: You can configure up to 5 expected responses. Click Add for each expected response you need.
   
   

    

   1. User Response: Enter Y if you expect a user response, N if no user response is needed.

   2. Action: Select the type of Action expected following the user response. You can select one of the following:
      
      

       

      • Acknowledge: The contact has acknowledged receipt of the message, and the response and contact is considered successful (the contact is set to Success).

      • Acknowledge and send to Chat Queue: The contact has acknowledged receipt of the message, and the contact is assigned to a chat queue for communication with an agent. You can indicate the queue to send the contact to, and assign a priority order.

      • Acknowledge and Send to Email: The contact has acknowledged receipt of the message, and the contact is sent to an email queue. You can indicate the From and To headers for the email that the contact will receive.

      • Opt out: The contact chooses to not participate in future campaign events.

   3. Autoreply: Enter the message that the contact should receive upon acknowledgement.

   4. Chat Queue and Priority: (This option is only available for Acknowledge and sent to Chat Queue) Enter the name of the chat queue the contact should be sent to, as well as the priority order, following the contact’s acknowledgement.
      
      

       

   5. From and To: (This option is only available for Acknowledge and Send to Email) Enter the email address of the sender and recipient of the email that is to be sent following the contact’s acknowledgement.
      
      

       

3. Continue by configuring the following general options:

   1. User responses are expected within: Indicate the maximum number of Hours or Days that the contact is expected to acknowledge receipt of the SMS message. If the contact fails to acknowledge within the expected time, the system will not acknowledge any messages sent by the contact passed the time limit, and the contact will be set to Fail.
      
      

       

   2. Autoreply when receiving an unexpected response: Enter the message that the contact should receive if they respond with an invalid option. You can leave this option blank, in which case, the contact will not receive a response.

   3. Maximum number of unexpected user responses(s): Indicate the maximum number of unexpected responses that the contact can send. You can allow up to three invalid responses. If the contact sends more than the maximum allowed, the SMS session is terminated. The system will not send any further messages, and the contact will not be able to send any further responses.

   4. Action for unexpected responses exceeding maximum: Select this checkbox if you want a response to be sent to the contact if they exceed the maximum number of tries allowed for unexpected responses. Configure the following options if you select this option:
      
      

       

      1. Autoreply with: Enter the message that the contact should receive after exceeding the maximum tries allowed for unexpected responses.

      2. Action: Choose the action to follow after the contact has exceeded the maximum tries allowed for unexpected responses:

         • Ignore: Take no action.

         • Send to queue: Send the contact to the Chat Queue you specify with the Priority you choose.
           
           

            

         • Send to email: Send an email to the contact From and To the specified email addresses.
           
           

            

         • Send to web service endpoint: Send the contact to the indicated Endpoint URL.
           
           

           
           
           

4. Click Update when done.
   The following image shows an example of the all configurations set up for a sample campaign: