How to Send SMS/Text Campaign Messages from Individual Phone Numbers
If your contact center uses outbound messaging campaigns, the campaign configuration lets you define only one SMS-capable access number to send these campaign messages from. However, it is also possible to define multiple SMS-capable access numbers in the messaging list itself, including access numbers used for direct inward dialing (DID). Being able to send messages from multiple SMS-capable DID access numbers allows you to route incoming responses from the campaign with more granularity. That is, rather than having all replies being sent to a single service, you can route them to specific users. This allows finely tuned responses from the most appropriate agents. This tutorial describes how to configure an SMS campaign that sends messages from multiple SMS-capable DID access numbers, which are then routed back to the specifically defined numbers. The steps are as follows:
- Create and upload a .CSV calling list with defined "calling numbers"
- Create an Outbound Messaging campaign
Prerequisites
Before following the steps in this tutorial, please make sure that you have assigned SMS-capable "calling numbers" to the desired users and/or extensions.
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Starting April 1st, 2023, new regulations for business-to-consumer messaging will impact the use of local phone numbers for texting. This is called 10DLC or 10-digit long code, which is a channel created by mobile carriers to ensure spam-free and trusted SMS/MMS communications. All businesses that send A2P messages on a 10DLC phone number must register their brand with the carrier supporting their numbers. Bright Pattern will manage the registration process for its clients. Registration of numbers is required, and failure to do so may result in a disruption of service. For more information about the consequences of violating 10DLC rules, brand and campaign registration, and getting started with 10DLC registration, see 10DLC or contact Bright Pattern Customer Success. | |
Configuration
1. Create and Upload a .CSV calling list with defined "calling numbers"
Follow the steps listed in Administrator Tutorials, section Create a New .CSV List tutorial. At step 3, where you create your list's required fields, you will add the following column:
- CALLING_NUMBER
The CALLING_NUMBER column will contain the SMS-capable DID access numbers that you want associated with each contact to be messaged. The system specifically recognizes the CALLING_NUMBER column and will use the defined calling numbers to send the SMS.
Note: While specifying the field types within the upload wizard, make sure to specify that the CALLING_NUMBER is a Caller ID type.
When your list has been created, you must upload or import it to the Contact Center Administrator application, section Lists. Continue the upload process with the wizard until it is complete.
Notes:
- Each "calling number" must match with one of the configured SMS-capable numbers in your contact center, and the number must have outbound sending capability.
- If a specified "calling number" is not configured or does not have the outbound capability, the list record will be closed with corresponding final dispositions: “Invalid Numbers” and “Other connection issue.”
2. Configure an Outbound Messaging Campaign
When you are finished uploading the list with the "calling numbers" you will create the Outbound Messaging campaign. Follow the steps listed in Administrator Tutorials, section Configure the Outbound Messaging Campaign. Make sure to click Apply to save all your changes.
Run the Campaign
When you run the campaign, contacts receiving your messages will be able to reply directly to the numbers that were configured to send the messages. If all the "calling numbers" in your calling list are all SMS-capable DID numbers, you will not need to configure any additional inbound services or scenarios (i.e., DID numbers connect directly to users or extensions).
If some of your "calling numbers" are not used for DID purposes, you will need to verify that there is an associated inbound service and scenario allow the customers to connect to it.