The SMS channel allows you to send SMS texts to contacts as batch or automated messages through a partnership with Plivo.
Once you request a short code from Plivo and enable the integration in the Cordial Marketplace, you'll see new options to create and send SMS messages in your Cordial account.
Request a Short Code
The first step in setting up your SMS channel is to obtain a short code from Plivo.
You are able to port an existing short code which may take up to 2 weeks, or create a new short code which can take 8-10 weeks for Plivo to enable. Once your short code is approved and your Plivo account created, you can enable the integration in the Cordial Marketplace.
Enable the Plivo Integration
Navigate to the Cordial Marketplace, located in the account management dropdown.
On the Marketplace page find the Plivo integration card.
Click Enable to edit the configuration. You will see a list of configuration settings to complete in order to enable to the integration.
- API settings - Configure your auth codes, short code and webhook to connect to your Plivo account.
- Program name and keyword - Configure your program name and keyword to allow customers to subscribe to your SMS program.
- Opt-in message - Customize the opt-in message your customers will receive when they subscribe to your SMS program.
- Confirmation message - Customize the confirmation message your customers will receive when they confirm the opt-in.
- Help message - Customize the message your customers will receive when they respond with the text "HELP" to your short code.
Configure Your API Settings
Click Edit to configure your API settings.
Fill out the following fields:
- Auth ID - Add the auth ID from your Plivo account.
- Auth token - Add the auth token from your Plivo account.
- SMS short code - Add the short code from your Plivo account.
You can find your auth codes on the main console page in your Plivo account.
Once the Auth ID, Auth token and short code are entered, a webhook URL will be generated automatically. You will then need to create a new application in your Plivo account and paste the webhook URL into the message URL field.
Configure Your Program Name and Keyword
You are able to create a custom program keyword that your customers can text to your short code in order to subscribe to your SMS program. Click the Edit button to configure the program name.
- Program name - enter the name of your program.
- Program keyword - enter the keyword that customers will text to your short code in order to subscribe to your SMS program.
Customize Your Opt-In Message
The opt-in message is the what the contact will receive when they subscribe to your SMS program. Once they confirm their subscription, their subscribe status will be set to subscribed in the SMS channel within your Cordial account. Learn more about SMS subscribe status.
You are able customize the default opt-in message with your own, but be sure to include the codes for opt-in, stop and help. Note that a contact will not be subscribed until they confirm their subscription.
Test Your Opt-In Message
Once the integration is enabled you will be able to send a test of the opt-in message. Note that you must save and complete the integration process before you're able to send a test message.
Customize Your Confirmation Message
The next step is customizing the message that will be sent when a contact confirms their subscription.
The confirmation response is created automatically as you fill out the following fields:
- Brand name - Enter your brand name.
- Program description - Give your program a name.
- Messaging rates - This field is read-only and unable to be edited.
- Number of messages - Inform the contact how many messages they can expect to receive within the frequency set below.
- Message frequency - Inform the contact of the message number frequency (weekly or monthly).
- Custom opt-out keywords (optional) - You are able to customize the opt-out message code beyond the defaults. Learn more about SMS subscribe status.
- Terms and conditions link - Enter the link to your hosted terms and conditions page.
Test Your Confirmation Response
Once the integration is enabled you will be able to send a test of the confirmation message. Note that you must save and complete the integration process before you're able to send a test message.
Customize Your Help Message
The last step is to customize the message that contacts will receive when they respond with the code HELP.
Click the Edit to customize your help message.
The help message will be generated automatically as you fill out the following fields.
- Brand name - enter the name of your brand.
- Help message response - enter the help message and include a phone number or email address where the contact can request support.
Test your help response
Once the integration is enabled you will be able to send a test of the help message.
Note that you must save and complete the integration process before you're able to send a test message.
Using the SMS Channel
Once you've completed all required fields, click Enable to enable the integration. There may be a slight delay (1-5 minutes) before you'll be able to start sending SMS messages.
Once the integration is successfully enabled, you will see options for the SMS channel throughout the platform including batch and automated messages, building audiences and creating reports.
Create a New Message Using the SMS Channel
Once the channel has been selected, configure the message settings and create the message content for the SMS channel.
Segment Contacts Using the SMS Channel
Notes on SMS Functionality
Subscribing a Contact
A contact's SMS channel will be set to subscribed when they send a message to your short code with any of the following text codes (not case sensitive):
Unsubscribing a Contact
A contact's SMS channel will be set to unsubscribed when they send a message to your short code with any of the following text codes (not case sensitive):
- The custom code you created in the Confirmation Message setup.
SMS Is a One Way Communication
Currently, SMS messages are a one-way communication and cannot be used for conversational purposes. For example, you can send an SMS to promote a sale on shoes, but contacts will not be able to respond with questions regarding the sale or request info on a recent order.