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Send SMS from IVR

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Use Cases

  • If a caller in your IVR needs a text sent to their mobile phone.
  • A caller in your IVR requests a company address or appointment scheduling link.

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Consent Required for SMS Messages

Prior to sending a contact a text message, they must have given consent. This includes the contact having proper details about your SMS purposes, privacy policy, and how to obtain HELP or STOP (opt-out). Your SMS numbers must be registered with The Campaign Registry and follow proper 10DLC guidelines.


Adding a Send SMS Action to an IVR

  1. While configuring a new IVR Call Flow (or editing an existing one), select the "+" box to add a new condition/action

  2. Select "Send SMS - Action" from the dropdown list

  3. In the "Send SMS " menu, you'll have the following options:


Action Name - What will this action be displayed as in the flow and in historical reporting? As an example, you may call it "Send Company Address via SMS"

Outbound SMS DID - If you've configured more than one outbound SMS number and labeled them appropriately, you'll be able to select the desired outbound number to use. As an example, if this message is related to Tech Support needs, you can ensure the number used will return replies to the Tech Support team. Learn more about Outbound SMS DID's here.

Consent Parameter - Because consent is required to send an SMS, this setting acts as a check for previous consent. This could be collected earlier in the call flow using the "Collect Confirmation" action. It could also be collected from a database dip if your database or CRM is documenting proper consent was previously recorded and is still active (has not been unsubscribed since).

You'll need to enter the proper session parameter ID into this field and ensure the returned result is "True" or "False". If "True", the action can be executed.

For example, if you used the "Collect Confirmation" action earlier in the flow and set that action to add a session parameter of "SMSConsent". You'd enter "SMSConsent" into this field.

Target Number Source - This drop down includes two options: "Caller ID Number" or "Verified Number"

"Caller ID Number" - this selection will utilize the recognized caller ID number from the caller for the SMS destination.
Note that this may not be the correct number if the customer is not calling from their mobile phone or if the phone number is blocked.

"Verified Number" - Recommended Utilizes a previously defined session parameter. This could be a value obtained from a data dip into your CRM to obtain the best text number for this customer. The more likely scenario is by using a "Confirm Caller Number" action earlier in the call flow and utilizing that defined session parameter and value.

If "Verified Number" is selected, a new field will appear allowing you to define the session parameter name that should be used.

SMS Message - What is the text message that should be sent when triggered? If a URL is entered, it will be automatically hyperlinked by carriers.

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URLs must be included in campaign application

If you automate SMS messages and intent to include a URL in the message, you are required to include a sample message with the URL in the 10DLC campaign application

Successfully Sent Announcement - If the consent check returned a "True" value and the SMS was successfully sent, this message will be played to the caller. The call would then proceed to the next step in the existing IVR.

A good example for this recordings would be "Sending a text to your provided number now. If you do not recieve the message, please continue to work with our support team"

Not Sent Announcement (consent not given) - If the consent check returned a "False" value or anything besides "True", the SMS will not be sent. This announcement informs the caller that the SMS message will not be sent. The call would then proceed to the next step in the existing IVR.

A good example for this recording would be "Because consent was not provided, this message cannot be sent. Please work with our support team to address your needs"

Failed to Send Announcement This announcement would be used for an SMS that failed to go out if the Xima service is notified of the error. This would most likely be if our API call the the UC is rejected. In short, the message failed to go out but it's not because of consent and is an issue in the backend.

A good example for this recording would be "Unfortunately the message attempt failed. Please contact our support team to address your current need. "


Adding a Send SMS Action to an existing condition as a sub-action

  1. If you are interested in only having the caller prompted to confirm their number if a certain condition is met, simply hover over the bottom edge of the condition until an indented "+" box appears. Then select the "+" option:

  2. Select "Send SMS - Action" from the resulting dropdown menu and follow all steps as outlined above.

Updated 2 months ago