Introduction
The SMS Integration for Crexendo CXHub is done by directing all SMS on the Domain to a single user. A Subscription to the messages is made for that user by the CX Team to get messages pushed over to the Crexendo VIP Platform.
Campaign Setup
Prerequisites
Before you can build out the campaign, make sure you have created the following before setting up the campaign.
- ICRv2 Flow
- Dispositions
- Skills
On the campaigns page start by creating a new campaign. The Following fields will need to be populated for SMS Campaigns.
Campaign Name: Descriptive Name of the SMS Campaign
Campaign Type: SMS Campaigns need to be type "Chat"
Campaign Identifier: E164 Format Primary SMS Number (Example: +19135551234)
General Info Tab
Number of Concurrent Chats: Enter the number of concurrent SMS Sessions the agents can have at one time.
Dispositions: Add required dispositions for the campaign
Disposition Type: Typically Toolbar if agents will be setting after each SMS Interaction
Wrap Up Time: How long does the agent have to enter the disposition and comments before closing the SMS Session
IVR Flow: The IVR Flow built to handle the SMS Messages on this campaign
Skills
Any Skills the ICRv2 Flow will direct the SMS too need to be added to the Skills Tab.
Additionally should the SMS need to be transferred to additional skills by an Agent these should be identified and added under the transfer skills
Once Completed with the Skills, Save the changes and open the campaign back up so we can tie the integration to the SMS Number/s.
SMS Integration
Once the campaign has been configured we can now enable the integration for any numbers that will be associated to the campaign.
SMS Integration: Enable the SMS Integration Slider
Now we need to configure the primary number for the SMS Campaign, This need to added in a special format so it knows what type of integration to use. See the image below for the format.
Example Format: +1phonenumber~netsapiens
Once that number has been added in this format hit Save.
SMS Integration Complete!
Adding additional SMS Numbers to the Campaign
You can add additional numbers to an SMS Campaign by using the “Dynamic Identifier” Field on the Campaign.
Note
When adding additional numbers to this field its best practice to always add the “Primary Identifier” number here as well as the first number.
Number Format
Adding numbers to this field needs to be in the format below.
+1phonenumber,+1phonenumber,+1phonenumber
So E164 Format Numbers comma separated otherwise these numbers will not be associated to the campaign.
