Send SMS based on Disposition

Within PhoneBurner, you have the ability to send a SMS message from a template in your SMS library with the click of a disposition button within a dial session.

This gives your team the ability to trigger pre-written, yet personalized text messages based on various call outcomes.

This article will review how to set this up.

Create a library of SMS messages

First, you’ll write and save text messages that you are able to attach to your disposition buttons.

Start by selecting the My Account/Settings icon in the top right of your account, then select Dial Session Settings.

From there you will choose the vPhone tab, then SMS Library.

Select the Add SMS Message icon to the top right. 

Once selected, you will be able to draft your SMS message:

Some notes about your SMS message drafts:

• An SMS longer than 160 characters is sent as multiple messages
• An SMS using emojis/special characters has reduced character limits
• Merge codes are estimated as 28 characters but vary based on content
• “Text STOP to end” is required on every text and uses 17 characters (including an <enter> character)

SMS messages are unable to include images, but you can add a SmartSender link.

When writing a SMS message you can use the Merge Codes to pull data from a contact record into the SMS message.

Configure a disposition button to send a text

Now that your SMS message is written and saved, you are now ready to add it to a disposition button.

To navigate to your dispositions from the SMS Library, select the Dial Sessions tab, then Dispositions will be to the left to select.

SMS messages can be added to buttons within both the Dialing Set (e.g. send a text when you reach voicemail) and Live Answer set (e.g. send a text when you disposition a call as Appointment Set).

(Below a message is being added to the voicemail button within the dialing set button group)

Select the button group, then select the button you wish to add your SMS message to.

Once selected, you will see a dropdown for SMS message, Select the proper message previously saved in your SMS Library from the dropdown and save:

Now, when this Dialing Set is selected for a dial session, clicking the Voicemail button will send your text message.

Please note: The ability to send SMS messages is limited to Premium accounts who are registered and approved for A2P 10DLC compliant communications. To learn more about registering for SMS compliance visit this article here.

PLEASE NOTE: Removing an SMS from the library does not always remove it from your dispositions. Make sure you also change the setting of the disposition button that is set to send an SMS to either do not send SMS or link a new message.