Texts can be sent as part of automated campaigns, inbound/outbound text tasks, or sent manually.
- Text campaigns let you craft and send personalized, automated text messages to your customers. 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.
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SMS Blasts can be set up by setting up a scheduled journey targeting a specific segment.
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Inbound text 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.
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Outbound SMS text tasks can be generated through Journeys and Campaigns and routed to agents using Routing Rules.
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Text conversations can be initiated manually at any time by agents from the Agent Desktop.
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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.
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 more information on SMS error codes, consult this page in our Knowledge Hub.