SENDSMSPAYLOAD

This help page is for Studio. This information is also available for Desktop Studio.

For digital channels with ACD, this action manages the framework in which an SMS interaction is handled. This framework is known as the text hub, and each interaction takes place in a "room" within that hub.

SendSMSPayload encompasses an entire SMS Messaging interaction in a single action. This includes creating, managing, and terminating the text hub session, as well as generating and saving a transcript if you enable that functionality. You can place SendSMSPayload anywhere in any type of script where you want to support SMS interactions.

You can also use SendSMSPayload in SMS or non-SMS scripts to send a single message to a contact at the end of an interaction. For example, an OnRelease action in a phone script could trigger a SendSMSPayload action that sends a post-interaction survey URL to the contact.

Using this action requires that you have a provisioned SMS long or short code for your business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

Supported Script Types


Generic	Email	Chat	Phone	Voicemail	Work Item	SMS

Input Properties

These properties define data that the action uses when executing.

Property	Description
Add Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.
To Number	The phone number to receive the SMS message.
From Number	The phone number the SMS message is sent from. Enter the phone number or select one from the drop-down. If the phone number requires E164 formatting, enter the number and the plus sign ( + ). Selecting the number from the drop-down doesn't add the required formatting. This is a requirement for numbers in Europe and other locations outside North America.
Message	The SMS message contents.
Party Type	Select a party from the drop-down.
Save Transcript	Boolean. Whether or not to save a transcript of the text messages.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
Error	Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.
ErrorSMSMessageTooLong	Path taken if the SMS message is longer than the specified number of characters.
NeedsRetry	Path taken if a retry is needed.
InvalidTransportCode	Allows you to create a branch for the specific error condition.
TimeoutWaitingForResponse	Path taken if there is no response for the number of seconds specified.