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
Fig 1: Twilio configuration parameters
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'
Fig 2: Email template
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
Fig 3: Description
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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