Proactive Agentless SMS Overview

Proactive agentless SMS is the outbound messaging channel in Personal Connection (PC), used to send one-way SMS messages to contacts in a calling list. You can set this up as a stand-alone agentlessContacts made without a live agent for tasks such as one-way delivery of information or messages.. skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts. or as part of a contact strategy on an agent skill. As with voice calls, PC manages SMS do not call lists. For instance, if a contact responds to a message with "STOP", the system adds the contact to the default business unitHigh-level organizational grouping used to manage technical support, billing, and global settings for your NICE inContact environment do not call list unless you have your NICE inContact account manager select a specific DNC group in the SMS registration.

When using proactive SMS with agent skills, you can define SMS as a destination within your defined cadence for the skill. This does not include the ability to handle responses to the SMS message unless you purchase the Agent SMS solution and map the responses to be routed to an inbound agent.

When using proactive SMS with an agentless skill, you define a template message and merge each record with the template message, optionally using variables such as {FirstName} and {LastName}, so each contact on the list receives a custom message. Once the skill is started, the merged message is delivered at the appropriate pace for the transport code (see the following paragraph) until each recipient receives the message.

To create an SMS campaignA grouping of skills used to run reports., you must first contact your NICE inContact account manager to set up a short or long transport code for you, and SMS registrations for the code. A long code is a dedicated 10-digit telephone number that can carry limited traffic. In some cases, they carry a maximum of five messages per second. They cost less to provision than short codes and take significantly less time at five–seven days. A short code is a five-digit premium dedicated number service that large-scale mobile messaging campaigns or brands often use. Short codes can take 12 or more weeks to provision.

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