Configure SMS channels

1. Log in to your 8x8 account.
2. In the application panel, select Virtual Contact Center Configuration Manager. The application launches.
3. Go to Channels from the navigation menu.
4. Select to view SMS channels.
5. From the list of SMS channels, select to edit an SMS channel.
6. Add the properties, and save.
   
   

Use SMS scripts to prompt customers for more information, match against Local or External CRM customer records, forward the conversation to a queue of agents based on specific rules, or queue metrics.

The following IVR nodes are available:

• Schedule: Use the Schedule node to determine if the business is open or closed, and add appropriate actions.
• Send Prompt: Use to auto-respond with predetermined greetings and messages.
• Check ANI: Use to identify customers based on phone numbers in the customer records.
• Get Customer Info: Use to collect information about the customer, such as Customer ID and Case ID, which helps in routing the interaction.
• Test Condition of Queue: Use to check the condition of a queue before directing messages to the queue. Test queue provides a set of conditions which, when met, triggers specified actions.
• Forward to Queue: Use to forward SMS messages to a specific chat queue (SMS messages must be routed via chat queues).

To add an SMS script:

1. Go to Scripts from the navigation menu.
2. Go to SMS, click to add a new SMS script.
3. Add a name for the script, a comment, and select a category.
4. Enable the script by checking the box.
5. Click Save. It launches the script definition window.
6. Use the following steps to create a simple script that checks if a message is received during the business hours, checks if it is from an existing customer, forwards them to an available agent via a chat queue, pops the matching customer record for review. If the message is received during closed hours, sends a response indicating the same.

    

   IVR Node	Description
   Add Schedule	Check if the business is open or closed. Add appropriate action nodes.
   If (Schedule) is Open, add Send Prompt.	If the message is received during business hours, send a greeting. Example: Welcome to Acme Insure. How may I help you?
   Add Get Customer Info	The Get Customer Info collects data such as customer ID and case ID, retrieves the matching CRM record and presents it to the agent allowing them to handle the interactions better. Check if the message received is from an existing customer by prompting them for a customer ID. Example: Collect information about a pending case ID to quickly open and review the case details.
   Add Send Prompt	The Send Prompt node allows you to send predefined greetings or messages. Send a message that an agent will respond shortly. Example: Thank you for contacting us. We will be with you shortly.
   Add Forward to Queue	Direct the message to a chat queue. It is then presented to an available agent serving the queue.
   If (Schedule) is closed, add Send Prompt to indicate the business is closed.	If the message is received when the business is closed, send a response indicating the same. Example: Thank you for contacting Acme Insure. We are currently closed. Please contact us during our business hours 9 AM to 5 PM PST.

You can assign the SMS script to a channel in two ways:

• Via Channels: Go to Channels > SMS. Select to edit a channel. Under Properties, select the SMS script from the list of available scripts.
  
• Via Scripts: Go to Scripts > SMS. Select to edit an SMS script. Under Properties, click Assign new channels and follow the prompts to select channels to assign the script.