Predictive SMS

Predictive SMS

Overview

Setting up a automated SMS campaign to send messages to leads

Predictive SMS Campaign

In order to reach your leads based on their channel preference, your organization can choose to have the system send automated SMS Messages. This can result in higher numbers of customer contacts than can be reached in a day.

NOTE: No agents need to be logged into the system in order to send Predictive SMS messages. However agents do need to be logged in if you want the customer’s SMS responses to be answered by an agent.

Responding to SMS Replies

In order for SMS replies to be routed to an agent, you will need to set up an inbound SMS campaign

Field Mapping

  • The Field Mapping will be used to upload SMS lists. To choose a field mapping select the file icon to the right of Field Mappings. A pop up window will open with the list of field mappings you have previously created. Choose one and select OK
Lists

In order for the system to know the phone numbers where you would like to send SMS messages, you must upload a list. At a minimum the list must contain a field that includes an SMS capable phone number. You will probably want to include additional information including the lead’s name and other information such as address etc. You define which fields you want to upload in the “Field Mapping” (See article on Field Mapping). In addition it is very important that you enable the “SMS” toggle switch. If the “SMS” toggle switch is not enabled the system will attempt to call the phone numbers instead of sending SMS messages.

NOTE: The SMS lists that you will be uploading must match the fields that you have created in the Field Mapping or the lists may not upload or send the SMS messages.

Uploading a List

To upload a list select the add icon to the right of lists

When you do a pop up window will open with fields to fill in

+Name is where you will enter the name of the list. NOTE each list must have a unique name

+Description is where you enter a description of the list you are uploading. It should be easily understood by you and the other Administrators of your system

+Match Only Numbers On Duplicates if you enable the toggle switch than the system will only try to remove duplicates based on phone number if the toggle is disabled the system will also remove duplicates based on the email addresses of the leads on your list

+Email If you choose the Email option then this list will be used for sending emails and not for placing calls or sending SMSs

  • SMS If you choose the SMS option then this list will be used for sending SMS messages and not for placing calls or sending emails
  • Scrub Federal DNC If you enable this toggle switch then the system will verify all the phone numbers on your list against the Federal Do Not Call list. In order to use this feature you need to have an account with the providers of the Federal DNC list and there is a charge for each time you scrub your list against the Federal DNC
  • Scrub Reassigned Numbers If you enable this toggle switch your leads list will also be scrubbed against the Federal DNC list of numbers that have been recently reassigned. This is done to avoid reaching a party that has a new phone number that previously belonged to the lead on your list. In order to use this feature you need to have an account with the providers of the Federal DNC list and there is a charge for each time you scrub your list against the Federal DNC
  • Uploaded File is where you would select which lead list you would like to upload usually located on your local hard drive or on a shared partition

After making your selections and pressing OK the system will automatically begin importing your list of leads. The amount of time this takes varies from a few seconds to several minutes depending on the size of your list and internet connection speed.

When you begin uploading a list a row will be added to the lists. The 7 columns in the row are:
  • Name: is the name that was given to the list by the Administrator who uploaded the list.
  • Created at: is the date the list was created
  • Active: is a checkbox that if checked indicates the list is active and if unchecked means the list is currently not running
  • Total In File: is the total number of records contained in the file that an Administrator has uploaded
  • Total Failed: is the total number of records that failed to upload during the upload process
  • Total Duplicates: is the total number of duplicate records that were contained in the list
  • Total Inserted: is the total number of records that were inserted this does not include duplicate records, phone numbers scrubbed out against the local or Federal DNC lists
  • Total Scrubbed s the total number of records that were scrubbed out against the lFederal DNC list
  • Duration: is the length of time it required for the list to be uploaded to the system
Once you have uploaded a list

The system allows you to:

  • Edit the list. When you edit the list you can modify the name, description or any of the other fields the Administrator had the opportunity to choose when the list was originally uploaded
  • Start the list: When a list is started the system will begin sending SMS messages to phone numbers from this list
  • Stop the list: stopping this list means that the system will no longer be sending SMS messages to phone numbers from this lit until the list is started again
  • Delete the list: will prevent calls from being dialled from this list but also prevent this list from ever being started again. In fact the list will no longer be visible here but will still be visible for reporting purposes

SMS Actions

In order for the system to understand how to handle SMS messages information is required. You must fill in all fields in the SMS actions section in order for SMS messages to be handled correctly

Success Function

  • The Success Function is the function that is called when an SMS has been successfully sent to a lead. The success function should at the very least update the lead. If the lead is not updated the system may not know the SMS was sent successfully and will send the SMS message more than once. Of course functions can do more such as generating a follow up email etc. (See article on functions)
  • To choose a Success Function, select the file icon on the right corner above “Success Function”. A pop up window will open with the list of Functions you have previously created. Choose one and select OK

Failed Function

  • The Failed Function is the function that is called when an SMS the attempt to send an SMS message to a lead has been unsuccessful. The Failed Function should at the very least update the lead. If the lead is not updated the system may not know how many times to retry before determining the phone number is invalid. You can choose to configure the function to increment a variable and / or remove from list (See article on functions)
  • To choose a Failed Function, select the file icon on the right corner above “Failed Function”. A pop up window will open with the list of Functions you have previously created. Choose one and select OK

Template

  • The template you select will contain the text that will be sent in the SMS.
  • To choose a Template, select the file icon on the right corner above “Template”. A pop up window will open with the list of Templates you have previously created. Choose one and select OK
  • You can add a variable in the Template. eg. If you enter ${Name} in the SMS template, When the system send the SMS

${Name} will be replaced by the lead’s first name.

  • for a list of system variables consult the variable article

Message per Minute

  • The system can be configured to send between 1 and 100 messages per minute. There are two ways to modify the number of messages sent per minute
  • Method 1 you can select the ball on the slide bar and drag the ball to the right to increase the number of SMS messages sent per minute or to the left to decrease the number of messages sent per minute
  • Method 2, you can select the up and down arrows to the right of the slide bar to increase or decrease the number of messages sent per minute

From

  • This is the telephone number that will be shown to your leads on the telephone display when they receive your SMS messages
  • The number you enter in the From field must be a valid phone number that is verified with your telephone company and configured to send SMS messages. If the number is not verified and configured to send SMS messages the system will try to send out SMS messages but the messages will fail to send

Dialer Options

Max Attempts

Max attempts is where you specify the maximum number of retries you are allowing the system to try to reach a phone number. e.g. 3 means the system will stop trying after 3 attempts. Of course if the number has already reached a natural conclusion (SMS message sent) the system will not need to reach the maximum number of retries

NOTE: The system will only send SMS messages within business hours

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