SMS landing page

Pega Marketing portal access

Configuration > Settings > Channels > SMS

The SMS landing page contains the following tabs:

• Outbound - This tab lists the Outbound SMS accounts in your system. Use Outbound SMS accounts to send SMS messages to customers. The Send SMS shape in an Offer flow nominates the Outbound SMS account to use for delivering the SMS message (specified by the shape). If an account is not nominated, the Default SMS account is used.
• Inbound - This tab lists the Inbound SMS accounts in your system. Use Inbound SMS accounts to listen for responses to Offers from customers (via SMS) and to then take the next appropriate action based on the response received. Choose between a variety of options for handling Inbound SMS responses.

Using the Outbound tab

The Outbound tab displays a detailed list of Outbound SMS account configurations currently defined in your system.

• Use the Add new connection button to create a new Outbound SMS account.
• Use the Edit link in a row to edit the details for the Outbound SMS account.
• Use the delete icon in a row to delete the Outbound SMS account.
• Use the Test link in a row to test the connectivity of the Outbound SMS account with the specified host.

The list of Outbound SMS accounts contains the following columns:

Creating / Editing an Outbound SMS account

Use the Add new connection button or Edit link to launch the Add / Edit Outbound SMS Connection dialog. The SMS account configuration is broken into three tabs - Setup, Advanced, and Additional settings.

The Setup tab lists the essential fields required for Outbound SMS account configuration. This includes the following:

The Setup tab also allows for specification of delivery time frames for Outbound SMS accounts. The following two options are available in the Account Availability section:

• Always Available - Denotes this account as being always available to deliver SMS messages.
• Specify Range - Denotes this account as being available to deliver SMS messages only during a specified time range. Further specify the following three values:
  • From - Start value for the time range
  • To - End value for the time range
  • Time Zone - Time zone for the start and end time values

The Advanced tab lists additional fields for advanced configuration of the Outbound SMS account.

The Additional settings tab provides a mechanism to specify additional SMPP properties that are not exposed in the other tabs. Use the Add row link to add a new setting. For each setting, specify Property name and Property value.

After configuring the Outbound SMS account details, click OK to save your changes or click Cancel to discard your changes.

Using the Inbound tab

The Inbound tab displays a detailed list of Inbound SMS account configurations currently defined in your system.

• Use the Add new connection button to create a new Inbound SMS account.
• Use the Edit link in a row to edit the details of the Inbound SMS account.
• Use the delete icon ion a row to delete the Inbound SMS account.

The list of Inbound SMS accounts contains the following columns:

Creating / Editing an Inbound SMS account

Use the Add new connection button or Edit link to launch the Add / Edit Inbound SMS Connection dialog. The SMS account configuration is broken into three tabs - Connection setup, Additional settings, and Response behaviors.

The Connection setup tab lists the fields required for configuring the Inbound SMS account connection. This includes the following:

The Additional settings tab provides a mechanism to specify additional SMPP properties that are not exposed in the other tabs. Use the Add row link to add a new setting. For each setting, specify Property name and Property value.

The Response behaviors tab specifies how the system should process Inbound SMS messages that are received by this Inbound SMS account. Choose between the following two options:

• One response - Select this option to assign one response for all inbound SMS messages that are sent to this account's configured inbox. For this option, use the Responses for inbound messages section to further specify:
  • Response - Single response value for all received messages. Choose either Accept or Reject.
  • Offer - Offer to associate with the response
• Decision table - Select this option for advanced response handling configuration. Use the Manage decision tables section to specify desired configuration options.
  1. Select between the following options:
     • One offer – Select this option if all messages received on this inbox should be associated to a single Offer. In this case, specify the single Offer to use.
     • Individual offers – Select this option if this inbox is used for receiving responses to multiple Offers. In this case, specify each Offer name alongside the response value in the decision table grid.
  2. Add and configure your decision tables. You can add multiple decision tables to the grid. When an inbound message is received, the system will evaluate the decision tables in sequential order until a result value is successfully determined.
     1. To add a new decision table, enter or select it from the list of available decision tables and click Add decision table.
        For a decision table to be visible to the application, the Applies To class for the decision table must be PegaMKT-Work-Offer.
     2. Expand the decision table node in the grid to see the results returned by the decision table.
     3. Associate each result with a Response value and, if applicable, an Offer name.

Un-initiated Responses

You must also specify how the system should handle un-initiated responses to Offers. Select between the following two options:

• Push it to a workbasket - Select this option to prevent customers from responding to Offers that have not been initiated for them. With this option selected, when the System receives such a response, the response is treated as an error and moved to the UnhandledInboundSMS work basket for further processing. This workbasket is accessible to marketing managers via the Case Manager portal.
• Start the Offer for the customer - Select this option to initiate a new Offer for the customer if they respond to an un-initiated Offer.

Responses from unknown customers

When the system receives an inbound SMS message, the sender’s number is looked up against the customer table to determine the customer that sent the message. If no matching customer is found, the message is treated as an error and is moved to the UnhandledInboundSMS work basket for further processing.

After configuring the Inbound SMS account details, click OK to save your changes or click Cancel to discard your changes.

Accessing SMS Message and Customer data in Decision Tables

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