Understanding the Flow of SMS Mailers

See Also

SMS Mailers are associated with specific Send SMS Actions. When a Campaign that includes the Send SMS Action is processed, SMS messages are dispatched to Targets who progress to that Send SMS Action. The content of the SMS Message received by the Target is based on the SMS Mailer selected for the Send SMS Action. In the SMS Mailer, type the string TLC#<<Multiple Characters>> and request the Target that this string must be included in the body of the reply SMS message that the Target will send to Talisma. Substitute text, numeric, or alphanumeric characters in place of the <<Multiple Characters>> text.

When the Target sends the response SMS message with the TLC#<<Multiple Characters>> string, Talisma scans the body of the message to locate this string. When it is located, Talisma confirms that the incoming SMS message is associated with a particular Send SMS Action. This association is established as the User had specified the string in the SMS step ID field of the Send SMS Action.

Example  At WorldWaves Insurance, you send out the following SMS Mailer to Targets: Discounts on insurance premiums. Type MORE TLC#12 for more information. The Target Parker Roy's response SMS includes the above content. The incoming SMS message is created as an Interaction and is routed to the Insurance Support Team for further action. Parker Roy now interacts with the customer support representative (CSR) in the Insurance Support Team.

An Interaction is created from an incoming SMS message sent by the Target. SMS messages exchanged by the Target and the Talisma User are threaded to the same Interaction based on logic that is applicable to the TLI#<<digits of the Interaction ID>> string. For more information about this string, see Responding to an SMS Interaction.

Note  •   Ensure that the value specified in the TLC#<<Multiple Characters>> format is unique. It must not be repeated in other Send SMS Action nodes in Talisma. If the same TLC#<<Multiple Characters>> string is repeated in multiple Send SMS Actions, the Target’s incoming SMS message may be incorrectly associated with a different Send SMS Action that occurs in the same Campaign, or another Campaign. •   In the Interaction window, you can view details of the Campaign through which the Target has progressed. To do so, in the Properties tab, click the Campaign ID in the Object Links group.