Hints and Tips - How to send an SMS from a Dialogue

Liberty Converse and Connect Advice
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We had a question recently on “how can you send an SMS from a Dialogue?” This is a great way to send Customers information via SMS like web links, links to an app, Link to your web chat (I recommend Netcall’s Web Chat :slight_smile: ), or other information that they may want to keep or read. Whatever your reason, let’s take a look at how you can do this.

SMS Gateway

Well, the obvious things first, you need an SMS Gateway. Liberty Converse supports the following out of the box

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You will need to source your own account and configure the settings, and you can find out how to do so using our lovely docs portal here.

Dialogue

Now we have setup an SMS Gateway you can head over to the Dialogue. I am going to use two Blocks in this example:

I am going to keep this example quite crude and simple just so you can see how easy it is to setup.

  1. Menu Block (For the offering of the SMS)
  2. Notification Block (to Send the SMS)

Let’s take a look.

Menu Block

Quite standard block in this case. I am going to use the option of pressing 1 to have an SMS sent with the information I want or 2 to speak to someone.

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Notification Block

Now in my Notification Block I Select my Messenger Profile (in this case I am using EE), I also set the phone number I want to send it to under Tel No: - In this case I am using the Variable %System.CLI% so that means I am using the number the caller is displaying when they called in. Finally in the text I enter what it is I want to include in my SMS.

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Conclusion

So that is how you can enable your Dialogue to send an SMS.

Of course you need to map it through so all the blocks are linked, and of course I just used the CLI of the caller, but I can also look to see if a caller is calling from a mobile or no cli (or not a mobile) and ask them to enter their number, double check that’s the number they want to send it to and all sorts using other blocks but hopefully this gives you the idea on how easy it is to configure your Dialogues to send SMS information using a Notification Block.

Any questions - just ask.

Thanks,

Jonathan

2 Likes
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Hi @JonathanRedsell , that’s really helpful. Thanks.
I’ve created a similar dialogue but I can’t work out how to check if the customer is calling from a mobile. Can you point me in the right direction please.
Regards.
Éanna

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Hi @Eanna11 great question.

So, to see if a caller is calling from a mobile, you can use a Logic Block.

  1. In this Logic Block, I am using the System Variable of %System.CL% (I can find that by either typing it or by clicking Variable > %System% > %System.CLI%
  2. I am then instructing it to look at the caller’s number and see what the number starts with.
  3. In my final box, I put the start of the number as it appears coming into my system, in my case, numbers are presented as 447, but it could be 07 or 907 or whatever - best check your Recent Calls Report to see what the CLI number is presented as.

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Then, if the rule matches, I can route the caller one way (Perhaps to my SMS offering), and if it doesn’t, I will use an if-else to route the call another way. Don’t forget to ensure you link your New Logic Block to the appropriate part of the Dialogue.

Hope this helps.

Thanks.

Jonathan.

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Thanks for coming back to me @JonathanRedsell. That’s helpful.

Éanna