SMS server

You can configure the SMS Gateway servers for your application. Use these configured servers to send outbound SMS messages. After setting up the SMS server, you can perform the following:

  • Receive SMS messages from your customers and allow agent to respond to them.

  • Send SMS messages in your outbound campaign segments.

Note: Sending SMS via the platform requires an active outbound SMS campaign segment. It is mandatory to set up an outbound campaign segment for SMS delivery to function correctly. SMS cannot be sent without an active outbound campaign segment.

Follow these steps to create an SMS server:

  1. In the Name field, enter a unique name for the SMS server configuration.

  2. In the Description field, enter a brief description of the SMS server.

  3. In the Server type section, select the SMS delivery provider. This defines how the system sends and receives SMS messages.

    1. SMPP connects to a telecom provider or SMS aggregator through the SMPP protocol. If Server type is SMPP

    2. Twilio uses the Twilio cloud-based SMS service for sending and receiving messages. If Server type is Twilio or AWS Pinpoint

    3. AWS Pinpoint uses Amazon Pinpoint for scalable SMS delivery through AWS. If Server type is Twilio or AWS Pinpoint

    4. Five9 uses Five9 for scalable SMS delivery through Five9 API. If Server type is Five9

  4. Turn on Required delivery status to track whether SMS messages are delivered successfully.

  5. Select how the system receives delivery updates.

    1. Webhook sends delivery updates from the SMS provider to the system in near real time.

    2. Polling method checks the SMS provider at regular intervals for delivery updates. The polling method is used when webhook support is not available.

  6. In the Delivery status URL field, enter the URL used to receive or fetch delivery status updates. This supports receipt of delivery confirmation and status information from the SMS provider.

    It is recommended to set the SMS timeout to more than 5 minutes.

  7. In the Prefix field, enter the prefix added to outbound SMS messages, if required. This is commonly used for country codes or provider-specific number formatting.

  8. Click Create to save the SMS Server Configuration.

If Server type is SMPP

  1. In the SMPP server name field, enter the hostname or IP address of the SMPP server. This defines the endpoint used for SMS communication.

  2. In the SMPP port field, enter the port number provided by the SMS service provider. This defines the network port used to establish the SMPP connection.

  3. In the SMPP username field, enter the username provided by the SMS provider. This authenticates the system with the SMS server.

  4. In the SMPP password field, enter the password associated with the SMPP username. This secures access to the SMS server.

  5. In the SMS mode section, select one or both options.

    1. Sender configures the server to send outbound SMS messages.

    2. Receiver configures the server to receive inbound SMS messages. Selecting the appropriate mode ensures correct handling of SMS traffic.

  6. Select Required delivery status if delivery reports are required. This configures receipt of delivery status updates from the SMS provider.

  7. In the Delivery status URL field, enter the endpoint URL used to receive delivery status callbacks. This supports tracking of SMS delivery success or failure.

  8. In the Prefix field, enter a prefix if required by the SMS provider. This prefix is added to outbound SMS messages to meet provider-specific formatting requirements.

If Server type is Five9

  1. In the Batch Size field, enter the hostname or IP address of the SMPP server. This defines the endpoint used for SMS communication.

  2. In the Batch Size field, enter a value between 1 and 500. This defines the number of records processed in a single batch.

  3. In the Five9 API URL field, enter the base URL of the Five9 VCC API server. This defines the endpoint used to access Five9 services.

  4. In the Domain ID field, enter the domain ID. This is used to access and manage the specific domain.

  5. In the Client ID field, enter the client ID provided by Five9. This uniquely identifies the client and is used for authentication.

  6. In the Client Secret Key field, enter the client secret key provided by Five9. This is used along with the client ID for secure access.

  7. In the SMS Receiver API URL field, enter the ACM SMS API URL. This defines the endpoint used to receive SMS messages.

  8. Select Required delivery status if delivery reports are required. This configures receipt of delivery status updates from the SMS provider.

  9. In the Delivery status URL field, enter the endpoint URL used to receive delivery status callbacks. This supports tracking of SMS delivery success or failure.

  10. In the Prefix field, enter a prefix if required by the SMS provider. This prefix is added to outbound SMS messages to meet provider-specific formatting requirements.

If Server type is Twilio or AWS Pinpoint

  1. In the Provider field, select Twilio. This confirms that the SMS server uses the Twilio platform.

  2. In the Type section, select the authentication method.

    1. Account SID uses the Twilio Account SID and Auth Token for authentication.

    2. API Key uses the Twilio API Key and API Secret for authentication. This defines how the system connects securely to Twilio.

  3. If Account SID is selected, enter the required details.

    1. In the Account SID field, enter the Twilio Account SID. This identifies the Twilio account.

    2. In the Auth token field, enter the Twilio Auth Token. This authenticates API requests sent to Twilio.

  4. If API Key is selected, enter the required details.

    1. In the Account SID field, enter the Twilio Account SID. This links the configuration to the correct Twilio account.

    2. In the API key field, enter the API Key generated in Twilio. This authorizes requests to Twilio services.

    3. In the API secret field, enter the API Secret associated with the API Key. This secures access to Twilio APIs.

  5. In the SMS receiver API URL field, enter the URL used to receive incoming SMS messages.

Edit SMS Server

To update an SMS Server:

  1. Select the SMS Server you want to update.

  2. Select Edit to modify the details.

  3. Update the required fields and click Done to save the changes.

Delete SMS Server

SMS Server is removed from the system permanently when you delete it.

Important: This action cannot be undone.

  1. Select the SMS Server you want to remove.

  2. Select Delete. A confirmation window opens with a warning that the action cannot be reversed.

  3. Review the SMS Server name in the confirmation message to confirm that you are deleting the correct SMS Server.

    Warning: Are you sure you want to delete this SMS Server?

  4. Select Delete to remove the SMS Server permanently.