Engage Your Customers with SMS Messages

Discover how to configure Oracle 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 ubiquitous communications tools that many of your customers already use, and expect to be able to use, even with many companies and institutions.

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

You then use the Associate Desktop to send and receive SMS messages. Associates are provided the ability to send meeting links by SMS. See Using the Live Experience Associate Desktop if you need more info.

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 Settings, then select the SMS tab.

  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.

    Note:

    The MessageBird SMS service imposes network restrictions on sending messages to numbers in certain countries. Make sure you purchase (from MessageBird) and configure (into Live Experience) phone numbers that will support your business needs. To send messages to multiple countries, you may need to purchase and configure multiple phone numbers.

    See the discussion on MessageBird's website about country restrictions and regulations for more information: https://support.messagebird.com/hc/en-us/sections/360000108538-Country-Restrictions-and-Regulations

  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.

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 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.

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