To enable agents to contact customers via SMS, you need to contact our sales team to activate the SMS service. After activation, simple configuration allows agents to use SMS.
1. Activate SMS Application
Menu: Management → Voice → Call Center Settings
Steps:
- In the SMS application section, select the SMS application activated on the NXcloud platform. (If you do not have an SMS application, contact the sales team.)
- Optionally, fill in the SMS SID. Some countries/regions require it; otherwise, it can be left empty.
- Click Save.
2. Create SMS Template
Menu: Management → Voice → Call Center Settings → SMS Template
Steps:
- Enter the template name.
- Optionally, insert a short link.
- Long links can be converted using the Short Link tool.
- Enter the template content. The content must be verified by the sales team before use.
- Click Confirm to complete.
3. Assign SMS Template to Agent Group
Menu: Management → Voice → Call Center Settings → SMS Template
Steps:
- Click Assign.
- Select the agent groups to assign the template to (multiple selections supported).
- Click Confirm to complete.
Agent Group Outbound Hang-up SMS Settings
Menu: Management → People → Voice Agent Group
Steps:
- Select the agent group to configure and click Modify.
- Click SMS Settings.
- Select the SMS templates authorized for members of this agent group.
- Optionally, enable Outbound Hang-up SMS for the agent group.
- If enabled, when an agent finishes an outbound call, the system automatically sends a hang-up SMS to the called number.
- Outbound hang-up SMS template: Choose the SMS template to use as the hang-up SMS within the authorized templates.
- Outbound hang-up SMS sending conditions:
- Send All: System sends hang-up SMS after any outbound call ends.
- Send on connection: System sends hang-up SMS only if the outbound call was answered.
- Send on non-connection: System sends hang-up SMS only if the outbound call was not answered.