SMS

SMS Tab

SMS specific configurations

Platform Timer Settings

Just as these may be overridden at the Contact Point level, the timer settings may be further overridden at the platform level, with the most specific set of timers being applied. Other platform tabs will provide the same options specific to conversations taking place on the given contact point and platform. This allows a specific “SLA” to be applied to each platform. Web Chat and Apple Messages may have shorter timers given the nature of the platform and customer expectations of a more real-time interaction.

SMS Numbers

The numbers configured for this Contact Point will be of the following types:

• Standard: Numbers that both send and receive SMS messages
• Incoming Only: Numbers that receive messages, but conversations are diverted to a standard number. This is typically used for toll free numbers to avoid the lack of MMS support on those numbers.
• Blocked Outbound: Numbers that may receive messages but conversations are diverted to a standard number. These numbers have been identified as being blocked by the carrier. See Preventing Outbound Message Blocking for blocking information.

Stop List

Recipients of text messages must always have the option to opt out of receiving them. The opt out is based upon the Contact Point because different Contact Points may have different uses. A customer may wish to opt out of a certain type of message, but still receive others. For example, a customer may wish to stop receiving Sales messages, but still interact with the Service or Support team. In this case, the customer would be added to the Stop List of the sales Contact Point, but removed from the support Contact Point Stop List.

Quiq detects and applies STOP and START messages sent by a recipient, however these messages must be just the single word. Customers may send “Please stop texting me” which would not be detected as a stop message, and would have to be processed manually.

Removing a customer from a Stop List may not automatically allow them to begin receiving messages. A carrier block may still be in place, and the customer must text START to the contact point number in order to lift the carrier block.

When adding or removing numbers, multiple numbers may be input using comma delimited format. Up to 50 numbers may be added or removed at one time.

Export Stop List

The Stop List numbers may be exported to a CSV file. Toggle the Export Across Contact Points option to get Stop Lists for all of your Contact Points.

Advanced Settings

Whitelisted Country Codes

A Whitelisted Country Codes section that allows Admins to view and modify the approved list of country calling codes that inbound and outbound SMS messages are allowed on is available under a Show Advanced Settings header (that’s collapsed by default) on the SMS tab for individual Contact Points with SMS enabled, and on the SMS tab in the Default Configuration Values page. The Whitelisted Country Codes section contains a table of the country codes currently set in the whitelist by default for your Quiq tenant and for each individual Contact Point, along with an Add Country Code button that allows you to add additional country codes to the list, and trashcan buttons available for each row in the table that can be used to remove a country code. The Code and Label for a country code in the table can also be edited inline by clicking into the cell within the table.

Note that when adding or updating a country code, no validation is in place that verifies that the value entered for the Country Code is actually a valid calling code, or that it’s the correct code for the Country Label it's associated with - online resources that list the calling codes for each country should be consulted as needed.

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⚠️ NOTE

Removing a country code from the whitelist will block inbound and outbound SMS traffic to that country code immediately, so the removal of country codes that are included in the whitelist by default should be considered very carefully.

Please refer to the SMS Country Code Restrictions documentation page for general information about the SMS Country Code Whitelist.