Configure Oracle Live Experience to Send and Receive SMS Messages

You can configure Live Experience to send and receive SMS messages to engage your customers.

Before you start

You need to have an account with the MessageBird SMS service before you can configure Live Experience to send and receive SMS messages.

Enable your associates to engage customers with SMS messages directly from the Associate Desktop conversations interface. SMS is a universal communications tool that many of your customers already use, and expect to be able to use with many companies and institutions.

You can configure Live Experience to either send SMS messages, or to send and receive SMS messages. Thereafter, you can use the Associate Desktop to send and receive SMS messages. Associates are provided the ability to send meeting links by SMS. See The Associate Desktop Conversations (SMS) Interface.

Here's what to do

From the Admin Console navigation menu, select Settings, then select the SMS tab.
Configure Live Experience to send SMS messages.
1. Select MessageBird as your SMS vendor.
2. Enter the API Key and Signing Key.
3. Enter one or more SMS phone numbers.
  
  Note: The MessageBird SMS service imposes network restrictions on sending messages to numbers in certain countries. To send messages to multiple countries, you may need to purchase multiple phone numbers from MessageBird and configure them in Live Experience. See https://support.messagebird.com/hc/en-us/sections/360000108538-Country-Restrictions-and-Regulations for a discussion on MessageBird's website about country restrictions and regulations.
4. Click Save.
  
  The SMS service is added to your application. Notice that the SMS tab identifies the configured SMS vendor.
Configure Live Experience to receive SMS messages.
1. Create an API webhook on MessageBird. Copy the Inbound SMS Endpoint for MessageBird, which you get from the Live Experience Admin Console, and use it as the URL configured on the webhook object.
2. After you've set up your application or webhook, you might want to consider the following configurations in the Live Experience Admin Console:
  - Make the Target Phone Number context attribute on the Manage Context Attributes page visible to your associates so they can know from which SMS phone number your customers messaged. See Manage Context Attributes.
  - You can use the Call Type context attribute to create routing rules for the SMS Call Type. See How You Use Skills to Route Your Customers to the Right Team.
To disable and enable the SMS service, use the On or Off toggle at the top of the SMS tab, where On indicates that the service is enabled, and Off indicates that the service is disabled.
To modify the configuration, make any changes you want such as adding SMS phone numbers or updating the account information, and then click Update.
To remove the vendor configuration, click Remove Vendor Configuration at the bottom of the screen.
The SMS tab returns to its preconfigured state.