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Create an SMS Template

If you plan to run a campaign using the SMS channel, you can build and modify SMS templates in CX Contact. This page explains how.

Important
Currently, CX Contact supports Alert templates only.

Create SMS Content

To get started, you need to create an SMS dialing profile

When you set up your SMS profile, you'll see a tab named Content. This is where you'll create a template for an SMS message and one for responses to Help and Opt-out requests from customers.

CXC DP ContentTab.png

To begin, specify the following:

  • Type - Select Alert. (Future releases will include support for additional types of SMS templates).
  • Labels - If you plan to personalize messages using fields you defined in a labeling schema, select the labeling schema here. Otherwise, the Pesonalization menu will populate the default CX Contact list fields. See the Personalized Content section below for more information.
  • Use Smart Filter - When enabled (default), CX Contact removes unnecessary symbols, spaces, and line breaks before sending the text message.

Now, insert the text into the message body for each type of alert message:

  • Initial Message - The initial outbound message, also known as the Message Termination (MT).
  • Help Response - The response used when a customer texts the Help or Info keyword. See the Supported Keywords section for a list of supported keywords.
  • Opt-out/Stop Response - The response used when a customer texts the Opt-out keyword. Those customers are automatically added to the suppression list.
CXC SMS SampleResponses Personalization.png

Supported Keywords

The following is a list of supported keywords. These are not case sensitive.

  • Help
  • Info
  • Stop
  • Unsubscribe
  • Cancel
  • Quit

Character Length in Message Bodies

Message body text cannot exceed 160 characters. When using Personalized content, those field values count toward the maximum field length. Every tag counts as 10 characters.

Personalized Content

To personalize a message (for example, greet the customer by name):

  1. Select the labeling schema from the Labels menu
  2. Fom the personalization menu, drag the contact list field name to the body of the message.
CXC SMS DragDropFields.png
Important
When you use the personalization feature, we recommend you always use the Send SMS Test option to ensure the template populates as expected.
Scenario

Action: You write: Hi followed by the First Name tag:
CXC Email FirstNameTag.png

Result: The system scans the contact's information and finds that the First Name value for this contact is John. The customer receives the following text message: Hi John.

This page was last modified on April 2, 2019, at 09:33.

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