Engage Your Customers with SMS

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Enable your associates to engage your customers with SMS messages directly to their mobile phones using Oracle Live Experience.

For example, an associate could send a meeting URL to a customer by SMS. Or a customer could start an engagement by sending an SMS to an SMS-enabled Live Experience number.

You can configure Live Experience to either send SMS messages, or to send and receive SMS messages.

You need to have an account with one of the following SMS vendors before you can configure Live Experience to send and receive SMS messages:

You configure the SMS service in the Live Experience Admin Console. Go to one of the following URLs to get started:

  • https://live.oraclecloud.com/ui?tenant=your_tenant_name

    or, for EMEA customers

  • https://emea.live.oraclecloud.com/ui?tenant=your_tenant_name

Configure Live Experience to Send SMS Messages

To configure Live Experience to send SMS messages:

  1. From the Admin Console navigation menu, select Application, select the Meeting application from the dropdown menu, then select the SMS tab.

    Description of sms_vendor.png follows
    Description of the illustration ''sms_vendor.png''

  2. Select the SMS vendor where you have your account.

  3. Enter your account information.

    If your SMS vendor is bandwidth, enter the User ID, API token, and API secret.

    If your SMS vendor is MessageBird, enter the API Key and Signing Key.

  4. Enter one or more SMS phone numbers.

  5. Click Save.

    The SMS service is added to your application.

    Notice that the SMS tab identifies the configured SMS vendor. For example, if you configured Live Experience with MessageBird, the SMS tab looks like this.

    Description of sms_messagebird.png follows
    Description of the illustration ''sms_messagebird.png''

Configure Live Experience to Receive SMS Messages

If your SMS provider is Bandwidth, you need to develop an application on bandwidth.com. Refer to the Bandwidth documentation for instructions on how to do this. Copy the Inbound SMS Endpoint for Bandwidth (which you get from the Live Experience Admin Console) and use it as the messageUri in your Bandwidth application.

If your SMS provider is MessageBird, you need to create an API webhook on messagebird.com. Refer to the MessageBird documentation for instructions on how to do this. 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.

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 visible to your associates so they can know which SMS phone number your customers messaged.

    You make context attributes visible on the Manage Context Attributes page. From the Admin Console navigation menu, select Settings, then select the Context Attributes tab.

  • You can use the Call Type context attribute to create routing rules for when the Call Type is SMS. See Focus Your Resources: Get Your Customers to the Right Team with the Right Skills for more information about setting up routing rules.

Manage the SMS Service

You can also perform the following administrative actions on the SMS service from the Admin Console:

  • Disable and enable the SMS service. At the top of the SMS tab, toggle the on/off button, where On indicates that the service is enabled, and Off indicates that the service is disabled.

  • Update the configuration. At any time, you can come back to the SMS configuration for an application and make changes. For example, you can add additional SMS phone numbers, or update the account information. When you are done, click the Update button.

  • Remove the vendor configuration. You can remove the configuration for an SMS vendor. Click Remove Vendor Configuration at the bottom of the screen. The SMS tab returns to its preconfigured state.

Using the Associate Desktop to Send or Receive SMS Messages

When the SMS service is configured and enabled, the Associate Desktop is enhanced with the Conversations button, which opens an intuitive interface for sending and receiving SMS messages and managing SMS conversations.

Description of dae-with-sms.png follows
Description of the illustration ''dae-with-sms.png''

Notice that the Conversations button includes a small badge with a number on it. This badge indicates the number of open conversations with unread messages waiting for the associate.

To open the SMS interface, select Conversations.

Notice the following buttons and features on the interface specific to sending and receiving SMS messages in the graphic below.

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Description of the illustration ''dae-conversations-hp.png''

  1. The Home icon returns you to the Associate Desktop home page.

  2. Each tab represents an open conversation between one associate and a customer. The tab name is the customer's phone number.

  3. If a tab has a blue marker on it, it means the conversation contains unread messages.

  4. The X icon in the top-right corner of each tab ends the conversation and closes the tab. Ending a conversation is similar to ending a meeting. If the customer writes back, that would start a new conversation.

  5. Select the New SMS icon to start a new SMS conversation. This icon opens a dialog where you can enter a mobile phone number and type your message. When you send this message, it opens a new tab in this interface.

  6. Type a message in response to the open conversation (as in, the tab you are on) and click Send to send it.

An incoming SMS engagement is similar to other types of engagements in that they are routed to associates or a team based on routing rules. New SMS engagements are presented in the Incoming Engagements queue and are distinguished from other engagement types by a small text bubble icon. Once the SMS engagement is answered by one associate, the engagement leaves the queue and belongs to that associate.

Description of dae-incoming-sms.png follows
Description of the illustration ''dae-incoming-sms.png''

The last enhancement to the Associate Desktop worth mentioning is that the Start a meeting workflow is enhanced with a one-click solution for sending the link via SMS. After clicking Start a meeting on the Associate Desktop, the associate can now click Send an SMS, which opens a dialog with a preformed message that includes the meeting link.

Description of meeting-link-sms.png follows
Description of the illustration ''meeting-link-sms.png''

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