How to set up SMS on your VanillaSoft Account

Setting up SMS on your VanillaSoft Account

This article is intended for VanillaSoft Account Administrators. If you are a Caller/Agent looking for instructions on how to use SMS in VanillaSoft, please click here.

To setup SMS you first need to have a VanillaSoft VoIP account. If you need to set one up, please call VanillaSoft Sales at 1-866-763-8826 ext. 1.

The following steps require you to first be logged into VanillaSoft as an Administrator.

To enable SMS on the VanillaSoft VoIP line of a User:

  1. Click on the Users menu and select the User that you want to enable SMS to their VanillaSoft VoIP line.
  2. Scroll to the bottom of the Edit User page and within the Dialing Information section, check the ‘SMS Enabled’ box. (If this User is not assigned a VanillaSoft VoIP line you will not see the ‘SMS Enabled’ box).
  3. If you want the User to receive an Email when logged out of VanillaSoft and an SMS message arrives for them, check the “Email SMS messages to this User when logged out” box. Note the email only includes the Sender and Company Name as well as the text from the SMS message. The phone number of the sender of the message is not included in the email.

To enable the SMS tab on a Project:

  1. Click on the Projects menu on the top left and select a Project.
  2. Within the Project, click on the Page Layout menu and select Panel Layout.
  3. Under the ‘Available Tabs’ drop-down select SMS, select the Panel where you want the SMS tab to be visible to Callers, and then click Add.
  4. When you are satisfied with your Panel Layout click Save.

To specify which Phone Field for a Contact is designated as SMS enabled.

  1. Click on the Projects menu on the top left and select a Project.
  2. Within the Project, hover over the Field Customization menu and select Phone Fields.
  3. Under the SMS column, select the Phone Field that you want to designate as SMS enabled. If you do not see an SMS column, you do not have SMS enabled on any phone line. (Once the Phone Field is enabled, an SMS icon will show up on next to this Phone Field on the Caller-side, indicating to any Caller - with a VanillaSoft VoIP line enabled - that the Contact can be sent an SMS).
  4. Click Save.

To create a SMS template.

Pre-defined SMS templates can be used to save your Callers time by not having to continually rewrite the same SMS message when creating a new SMS message, for an automated message on a Result Code, or for an appointment reminder message.

  1. Click on the Projects menu on the top left and select a Project.
  2. Within the Project, click on the Email, SMS & Docs menu and select SMS Templates.
  3. Enter a new SMS template name and click Add Template.
  4. On the Edit Template page, choose whether the template is available to Callers. (If you are just creating new templates but don’t want them to be live, select “Not Available to Callers".)
  5. Enter the SMS message.
  6. If you want Contact Variables within the message (for example the First Name of the Contact), select Insert Contact Variable and choose the variable from the list.
  7. Click Save.
  8. You can send yourself a test of this message by entering your own mobile number into the "Send SMS test to: box".

To assign an SMS template to a Result Code

Once an SMS template is created you can assign it to a Result Code. Each time that Result Code is selected by a Caller, a SMS message will be triggered automatically and sent to the Contact.

  1. Click on the Projects menu on the top left and select a Project.
  2. Within the Project, click on the Email, SMS & Docs menu and select Configure Result-Code Based Emails.
  3. From the SMS Template column select the template you want to be sent for the appropriate Result Code.
  4. Click Save.

To setup a SMS Appointment Notification Reminder

When booking an appointment with a Contact for either a VanillaSoft User or an External Agent, you can have an appointment notification reminder automatically sent to the Contact in advance of the appointment.

  1. Click on the Projects menu on the top left and select a Project.
  2. Within the Project, click on the Workflow/Routing menu and select Appointment Setting.
  3. Check ‘Send Email and SMS Reminders to Contacts’, which expands the box.
  4. Select if you want the SMS Appointment Notification Reminder to be applied to all appointment setting result codes or to individual appointment setting result codes. (If you choose ‘Individual’, you then have control for each individual template.)
  5. Select a SMS template. If you don’t have any SMS templates, you will need to create one as per the instructions above.
  6. Select the number of minutes, hours or days that you want the SMS reminder to be sent in advance of the appointment.
  7. Click Save.
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