Responding to an SMS Interaction

To Respond to an SMS Interaction

1. Open the required Interaction. From the Interaction menu, select Reply, SMS.

- OR -

In the Interaction Table View, select the required Interaction and from the Interaction menu, select Reply, SMS. The Interaction window is displayed.

- OR -

In the Interaction Table View, right-click the selected Interaction and then select Reply, SMS from the shortcut menu. The Interaction Window is displayed.

2. In the SMS Reply pane, type the text that you want to send as an SMS message.

Note

• When you reply to an Interaction that is assigned to None, the Interaction is automatically assigned to you.

• By default, you can type a maximum of 160 characters in the reply SMS message. As you type, the display of the available count of characters decreases dynamically from the maximum value of 160.

If the count of characters exceeds 160, the count of SMS messages is increased by 1, and a fresh set of 160 characters is made available to you. Thus, the text of the SMS message is segregated into sections with each section containing 160 characters. When the text is dispatched, it is sent as multiple messages with each SMS message containing 160 characters.

Information about the count of SMS Messages and the count of characters is displayed in the SMS Reply pane in the following format:

Pressing the ENTER key in the SMS Reply pane does not increase the count of characters you type in the SMS message.

When you view an Interaction that included multiple sections of text with 160 characters in each section, the complete text is displayed as a single message in the Message field of the Conversation pane.

By modifying values in the relevant option in the tblGlobalinfo table, the administrator can change the maximum count of characters that can be sent in a single SMS message. For more information, your administrator must see Talisma Business Administrator Help.

3. In the From field, click . The Select SMS Service dialog box is displayed. SMS Web Services specific to the current Team are listed in the <SMS Web Service name><SMS Code> format. Select an SMS Web Service. When the SMS message is sent to the Contact, the SMS Code associated with the selected SMS Web Service is displayed to the Contact as the sender of the SMS message.

Example

The Sales and Marketing (12345) SMS Web Service is used by the Sales and Marketing Team to respond to SMS messages. When the Contact receives the SMS message, the sender of the message will be displayed as 12345, the SMS Code associated with the selected SMS Web Service.

4. In the SMS Dispatcher field, click . The Select SMS Dispatcher dialog box is displayed. The list of SMS Dispatchers that can be used to send SMS messages is displayed. Select the SMS Dispatcher using which the SMS message will be dispatched to the service provider with which your organization is associated.

5. Select the required Send option from the , or list in the Reply pane toolbar. The SMS message is sent to the service provider.

For information about the options available for the Send and Resolve and Send lists, see “Responding to an Interaction or Sub Interaction”.

Note

• When you click the Interaction to view the SMS message in the Conversation pane, expand the relevant event to view details of the SMS message in the Message field.

• When Interactions associated with Contacts with the same value in the Mobile Property field are created in Talisma, incoming messages of such Contacts are threaded based on the value of the TLI#<<Interaction ID>> string.

• In a scenario where multiple instances of the string in the TLI#<<Interaction ID>> format are specified by the Contact in an incoming SMS message, the Contact’s message is threaded to the Interaction that synchronizes with the first occurrence of the string in the SMS message.

• From the Insert menu, you can insert:

◦ Text type of Canned Responses that are shared with Teams to which you have been granted access.

◦ Interaction, Contact, and Message Object Properties.

• You can send an e-mail message to reply to Contacts associated with Interactions whose Media is SMS. To do so, select multiple Interactions of type SMS in the Interaction Table View, and from the Interaction menu click Reply, or Reply all.

Talisma prevents you from sending a single SMS reply to Contacts associated with the selected Interactions.

• When an SMS message is received in Talisma from a new Contact, the mobile phone number of the Contact is displayed in the Name, and Mobile fields. When you respond to such a Contact, the mobile phone number of the Contact is displayed in the To field.