2.1 - Sending SMS with a links to a help center article

In our first use case, we will be looking at a straight forwardd IVR:

• Caller reaches the platform and is asked about the call reason (you can of course use a DTMF flow instead of using speech)
• In case any of the three reasons are detected, we send out a matching SMS
  • Complaint
  • Delivery status
  • Registering a new business
• Each of the SMS contains a link or other relevant information

The case in babelforce is straight forward. Below you see an example of how the flow could look like:

• Some Speech to text module asking for the call reason
• A switch analysing which call reason is given
• Based on the call reason, a text in a Text to Speech (TTS) module is played
• A pre-automation is placed on each of the three TTS modules

Let's look at an example. When opening the "Complaint" TTS, you can find the "Automations" tab. There you can add a pre-Automation.

To send a SMS, find and select the action "send sms." Whenever a customer reaches this module, a SMS should be send. Therefore, select an "always" trigger.

The "From" number is the sender of the SMS. If you have a SMS-ready number, you can add this number (get in touch with Support if you want to purchase a SMS number). If you do not want to receive replies to your SMS, just add your brand name in the "From" field instead of a number (see example below).

The "To" number is the number the customer called from. That is where we send the SMS to. Use the placeholder {call.from.number} to pre-fill it dynamically. When testing this flow, remember to use a mobile phone.

As message text for the SMS, you can add anything you like. However, please remember to keep it short. 1 SMS = 160 characters. Special characters decrease the allowed size. Ideally, keep it short, use a URL shortner. The example below has 115 characters. Use online-tools to confirm the length of your text.

After saving the SMS, you will see the pre-automation in your module.

Continue with the other two other modules, add some text to your SMS fitting the scenario and voila - you are done!  Have fun testing!