Texts can be sent as part of automated campaigns, inbound/outbound SMS tasks, or sent manually.
Automated SMS Campaigns (no AI or Human involvement):
- Event-driven SMS campaigns let you craft and send personalized, automated text messages to your customers programmatically. Use this guide to set up an automated campaign and then use a Send SMS node in a journey to send the automated text campaign to qualified contacts.
- For an idea on how to use SMS in your journeys, check out this Use Case on using journeys and campaigns in driving Re-Engagement.
- For an idea on how to use SMS in your journeys, check out this Use Case on using journeys and campaigns in driving Re-Engagement.
- SMS Blasts can be set up by setting up a scheduled journey targeting a specific segment.
SMS That Create Tasks on the Agent Desktop for Human Agents:
-
Inbound SMS Tasks are generated when a contact sends a text to one of your numbers. These tasks can then be routed to the appropriate queues and agents using your Routing Rules.
-
Outbound Agent SMS Tasks can be generated through Journeys and Campaigns and routed to agents using Routing Rules. These tasks are triggered by journeys at the right moment and suggest copy to Humana agents to send, but can be modified by agents before sending.
-
Text conversations can be initiated manually at any time by agents from the Agent Desktop.
-
SMS Templates can be created to facilitate agent efficiency and quality. Agents can then select from created templates when working any text tasks.
-
SMS Templates can be created to facilitate agent efficiency and quality. Agents can then select from created templates when working any text tasks.
- Text conversation reporting is available through the default SMS Conversations dashboard.
AI SMS Agent:
- For the perfect balance between pure automation and manual human effort, let AI SMS Agents craft and send personalized, relevant text messages.
Note: Most customers combine automated, AI-generated, and human-generated SMS strategies depending on use case and quality vs. cost tradeoffs.
For more information on SMS error codes, consult this page.
For information about registering for A2P to be able to send text messages consult this page.