2025- 1Q: SMS Listener (Twilio)

While SIMPLer does not have two way messaging - via the Twilio portal - the SMS Listener functionality covers most cases. 

Two new options were added to the SIMPLer's SMS Listener. 

• The ability for a customer who has SMS disabled on their account to to renable the specific number our webhook receives a call. While making sure other phone numbers on the accounts are still disabled.  

• The ability to receive a notification when a customer sends a SMS.

How this work:

The sms gateway (e.g. Twilio) should be configured to send customer replies to SMS listener in SIMPLer. *) If STOP, END, CANCEL, UNSUSCRIBE, QUIT is send it will flag the customer and disable the ability to send SMS to SIMPLer. **) If SUBSCRIBE is sent - the customer is re-enabled. ***) For any other type of message a default message can be configured e.g. "this is a one-way messaging system. If you need help call us at ... or email ..."

When the SMS is saved to a customer account in  SIMPLer, an email notice is send informing the operator of a new message.

Example email notice:

Subject: 'You have a new text message.'

Body: ' SMS text sender, sender, 

To make use of this feature:

    1. Configure Twilio to send API call to your SIMPLer server e.g. https://servername.azotel.com/API/smsListener.pl

    2. Define a default reply message under Settings > SMS gateways:

REPLY_CUSTOMER_DEFAULT_MESSAGE

    4. Under Twilio configuration there are two new parameters:

• EMAIL_NOTIFICATION_RECIPIENT - to define email address that will receive a notification

• EMAIL_NOTIFICATION_TEMPLATE - name of the email template that is configured (see step2 and fig2 below)

    5. Define the templates under SPID settings > Email / SMS Templates section. This is where to define subject & body of 'twilio_customer_sms_email_notification'

   The following two variables are available:

• %CUSTOMERID% - it resolves to the actual customer ID

• %CUSTOMER_MESSAGE% - message customer sent

A few things to note:  

3. You might want to consider a baseline and OPT-OUT all customers. Azotel team can mass update all customers to have SMS disabled.

4. SPID setting 'New Customer - SMS Enabled' can be switched off

5. smsLog: with the SMS Listener enabled and Twilio sends a customer message to SIMPLer API it will get logged under the customer account. The user can respond to the SMS from SIMPLer and customer can sent as well. There is a log on every customer account and there is an overall log. 

6. When assisting a customer with SMS a user is able to check / uncheck the box on the main customer detail page: SMS Disabled (Opt Out [])

7. The SMS Listener captures what customer sends by matching their phone number.

Another Document Section for information: (remove section if not applicable)

    1. Describe step 1

    2. Describe step 2

Useful link/s: (remove section if not applicable)

https://sites.google.com/a/azotel.com/wiki/simpler-features/features-index-1/2018-3q-example

Published Date: [enter current date]

Engineer: [enter engineer's initials]

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