IDLS Text Messaging Discussion

1. The cell phone carriers typically limit the number of messages that can be sent during a particular period, both in frequency and volume. Typically a carrier will not allow more than one message per second and not more than 250 per hour from a single phone number. Therefore, we will need to determine the volume of messages to determine when you should use the number of text phone numbers your volume requires (this varies, so please consult us for clarification). 

2. These numbers are used for text messaging only. Therefore, we have added a message that will be played automatically should a customer call the number. That message can be something like: 

“You have reached a number that is used only for text messaging. For customer support, please call xxx-xxx-xxxx.” 

3. You can set up text message templates just like the email templates – use Tools\Browse\Clients, double-click on a client, and then select the Notification Templates section. Click the arrow next to “Add Template” and choose “Add SMS Template”. You can use most of the event types that you use for emails. 

4. You can define both an email and a text message template for the same event. For instance, you can define a Scheduling Request for both notification methods, and when you click the “Scheduling Request” link on an order, IDLS will send both a text message and an email to the customer (assuming there is both a cell phone and an email address associated with the order). 

5. You can send a custom text message directly while viewing an order. The prerequisite for this is that there is a mobile phone number present on the order, and the checkbox “SMS Accepted” is checked. Click on “Send SMS” (assuming that a cell phone is present on the order). You can select from one of the templates so that you can customize the body, or you can write a completely ad hoc message 

6. You can view previous text messages (either inbound from the number, or send to this order) by clicking on the “View SMS History” link; 

7. Use the menu Customer\SMS History to search for text message conversations based on cell phone, order number, or sent/received dates. 

8. You can send calls, emails, and text messages for Time Window Notifications via the Routing Manager. You will need to set up a notification template for the email and text messages, using the type “Time Window Notification”. When submitting the notifications, you will be able to choose which types of notifications to send. 

If you have not set up templates for the client, or the order is missing an email address/cell phone number (or the number is flagged for not accepting SMS), then you will see a status of “disabled” for the order. 

9. During normal operation, IDLS will look for incoming text messages and send any outbound emails/text messages every 5 minutes. The exception to that is #6 above – when sending an ad hoc message the system will send it immediately.