SMS Channel

SMS chatbots offer a powerful way to enhance customer engagement by providing instant, direct communication through text messages. These bots can be used for a variety of purposes, from marketing campaigns to customer support, making them a versatile tool in your communication strategy.

Explore the potential of SMS chatbots! These bots offer a direct and efficient communication channel with your audience via text messages, enhancing customer engagement and streamlining communication.

Understanding SMS Channels

• SMS, or Short Message Service, is a globally popular communication method. It's accessible on nearly every mobile device, making it an excellent tool for reaching a wide audience. Unlike emails or social media, SMS is often seen as more personal and direct, making it ideal for engaging customers on a deeper level. Additionally, SMS messages have significantly higher open rates than emails, ensuring your messages are not only delivered but also read. SMS allows for instant communication, making it perfect for sending timely updates, alerts, and responses, thereby improving customer experience. From marketing campaigns to customer support, SMS is a versatile tool in your communication arsenal.

Supported SMS Providers

• Twilio: more information here ()

• SignalWire: more information here ()

• Telnyx: more information here ()

• Message Media: more information here ()

• Vudu Mobile: more information here (), check the video on setting up your own SMS chatbot

Creating Your First SMS Chatbot: Step-by-Step Guide

This guide uses Twilio as an example provider. Other providers have similar processes.

Step 1: Select a Provider

Here are the providers we currently collaborate with. Each supports different bots, so choose one based on your needs. Create an account with your chosen provider and select your number.

Note that some providers also support Voice or WhatsApp services.

For this example, we will use Twilio.

Step 2: Sign Up and Obtain Numbers Using Twilio as an example, start by signing up on their website. Log in to access your dashboard.

Click on "Get a Trial Number."

In the pop-up window, your number will be displayed at the top left. Click "Choose this Number" or "Search for a different number" to select your number.

Step 3: Connect Twilio to Flexito OmniAI

In your Twilio account, copy your account SID and Auth Token as shown in the screenshot below.

Next, go to the Flexito OmniAI dashboard and select Twilio as your provider.

1. Enter your copied values into the corresponding fields.

2. Click "Save."

3. If you're building an SMS or Voice Bot, click "Add Phone Number." Otherwise, click "Add WhatsApp Number."

Step 4: Sync Numbers with Flexito OmniAI After connecting your provider with Flexito OmniAI, click "Add Number" in area 3 of the picture above.

You can now view all your connected numbers on the "Phone Numbers" page under "Integration."

Add new numbers from the drop-down list below. (Note: "Buy Number" is currently disabled.)

Once phone numbers are added:

1. Use the plus button to create a new flow.

2. Button 2 is for "Open Flow" of this phone number.

Create Your First SMS Chatbot

Types of Messages Supported in SMS Channel

The SMS channel primarily supports two types of messages:

• Send Message

• Question Node

You can find more information about send message in the below video:

You can find more information about question node in the below video:

Blacklist Feature in SMS Channel

Flexito OmniAI now enables users to add bot users to a blacklist. Once blacklisted, no messages can be sent to these users.

This feature helps prevent accidental messaging to users who prefer not to be contacted, ensuring compliance with TCPA regulations.

Feature Details

Note: This feature is exclusive to SMS bots.

Blacklist Actions

You can find Blacklist Actions in the Advanced Actions section of the action node.

Search From Blacklist

This action allows you to search for users already on the blacklist using their phone numbers.

The blacklist can also be accessed from the Tools section under the blacklists tab:

Add to Blacklist

This action lets you add bot users to the blacklist using their phone numbers.

Remove From Blacklist

This action lets you remove bot users from the blacklist using their phone numbers.

Exporting the Blacklist

You can export bot users on the blacklist from the tools section. The file will be in CSV format.

Matched In Blacklist - Trigger

If a user attempts to contact you or enters the system while on the blacklist, this trigger can execute various conditions and actions.

The trigger monitors all bots in the workspace. Set this trigger in one of the bots to manage exceptions.

To set this trigger, go to the Automations tab and select “Matched In Blacklist” from the drop-down menu.

Common Errors in SMS Channel

SMS Message Not Delivered

If you're using Twilio for the SMS channel and find that messages aren't delivered:

Follow this checklist:

• Check error log in Flexito OmniAI

• Check error log in Twilio

• Ensure Geo-permission is enabled in your Twilio account

Sometimes, you need to enable Geo-Permission in your Twilio account. Select the regions and countries where you want to send messages.

Find more details on sending international SMS messages and enabling geo-permission in your Twilio account: