SMS Administration

The Symbee Connect chat channel functionality supports the servicing of chat conversations in your contact center via various messaging delivery channels. One of those being Mobile Phone based Short Messaging (SMS).

For SMS, Symbee Connect has the following out-the-box integration options:

Integrate with an SMPP (Short Message Peer-to-Peer protocol) compliant SMS Provider.
Integrate using the SMS features of Amazon Pinpoint in your AWS account.
Integrate using other REST-based API SMS Providers, such as Twilio. The Twilio integration is complete and available for use. We can also integrate other alternative REST-based SMS gateways based on request. Please contact support to inquire.

The SMS channel can be used for both incoming SMS conversations to your contact center, as well as unsolicited outbound SMS conversations from your agents to customers.

SMS - Amazon Pinpoint

This screen lists and lets you maintain your currently configured Symbee Connect Amazon Pinpoint SMS configurations (or mappings). Options are available to Modify, Delete and Add Pinpoint SMS Mapping.

Each configured Amazon Pinpoint mapping represents an Amazon Pinpoint project configured in your AWS Account. Within Amazon Pinpoint, SMS phone numbers are claimed (or ported) and assigned to a Pinpoint Project. Effectively Symbee Connect uses your Amazon Pinpoint project as an SMS "gateway" for your contact center conversational SMS channel. The Amazon Pinpoint mapping configuration in Symbee Connect then associates the SMS conversations and SMS Phone numbers from the Pinpoint project, to either Skill Queues or Amazon Connect Contact Flows (if Delivery Provider is set to Amazon) to allow the SMS Pinpoint conversations to be routed to your contact center agents.

Also refer to the Setting up your first Amazon Pinpoint SMS step by step that guides you through setting up your first Amazon Pinpoint mapping.

Add Pinpoint SMS Mapping

Pinpoint SMS Mapping Code

Enter a code that will be displayed in pick-lists within the Administration Portal to represent this mapping.

Pinpoint SMS Mapping Name

A short description for the new Amazon Pinpoint SMS Mapping.

Maintain Amazon Pinpoint SMS Mapping

Amazon Pinpoint Configuration

Project Id

The Amazon Pinpoint Project Id this mapping is related to in Pinpoint.

Delivery Provider

Choose the delivery provider for Pinpoint conversations from this mapping. See Selecting the Chat Delivery Provider for further details on this.

If using Amazon as the Deliver Provider, you will also need to make sure you have run the Amazon Connect Chat Integration CloudFormation. Refer to the Setting up your first Amazon Pinpoint SMS step by step guide for instructions.

Default Country Code

The default Country Code (ISO 3166-1) to use when transforming phone numbers if they are not already in E.164 format. For example, US - United States, UK - United Kingdom. See https://en.wikipedia.org/wiki/List_of_ISO_3166_country_codes for a complete list of 2-character country codes.

Region

The AWS Region your Pinpoint project is in. For example, us-east-1.

Chat Control

Suppress System Messages to Customer

If enabled, system-generated conversation state messages (for example: Agent disconnected, Conversation ended) will not be sent out to the customer.

Idle Timeout in Minutes

The time in minutes (between 1 and 60) after which the conversation will be automatically ended if no message activity (from either side) is seen.

Idle Timeout Message

The message sent when an idle timeout occurs.

Maximum Chats Message

The response message sent to the customer in a maximum chats reached condition.

SMS Pinpoint Number Queue Routing

The settings in this section map the routing from your claimed (or ported) SMS phone numbers, to respective Skill Queues or Amazon Connect Contact Flows.

SMS Phone Number (1 through 5)

The SMS Phone Number within Pinpoint that messages will be sent via.

Display Name (1 through 5)

The friendly name displayed for this SMS Phone Number in the Agent UI (when selecting an SMS origin number for unsolicited outbound SMS conversations).

Skill Queue Code (1 through 5)

Only relevant and displayed if the Delivery Provider is set to Symbee. Choose the Symbee Connect Skill Queue new SMS conversations from this phone number will be routed to.

Contact Flow (1 through 5)

Only relevant and displayed if the Delivery Provider is set to Amazon. Choose the Amazon Connect Contact Flow new SMS conversations from this phone number will be initially routed through.

SMS - REST Based

This screen lists and lets you maintain your currently configured REST API based SMS Provider configurations. Options are available to Modify, Delete and Add SMS Provider Mapping.

Each SMS Provider configuration represents a mapping between the SMS Phone numbers used by your SMS Providers REST API endpoint and either Skill Queues or Amazon Connect Contact Flows (if Delivery Provider is set to Amazon) to allow the SMS conversations to be routed to your contact center agents.

Also refer to the Setting up Twilio SMS MMS step by step that guides you through setup up of a Twilio REST based SMS implementation.

Add SMS Provider Mapping

SMS Provider Mapping Code

Enter a code that will be displayed in pick-lists within the Administration Portal to represent this mapping.

Provider Mapping Name

A short description for the new REST Based SMS Provider Mapping.

Maintain REST Based SMS Mapping

SMS Provider Configuration

SMS Provider

Select your SMS provider.

Delivery Provider

Choose the delivery provider for SMS conversations from this mapping. See Selecting the Chat Delivery Provider for further details on this.

If using Amazon as the Deliver Provider, you will also need to make sure you have run the Amazon Connect Chat Integration CloudFormation. Refer to the Setting up Twilio SMS MMS step by step guide for instructions.

User Name

API Credentials. The username of your API user when communicating with your REST-based SMS Provider.

Password

API Credentials. The password of your API user when communicating with your REST-based SMS Provider.

Access Key

API Credentials. The key of your API when communicating with your REST-based SMS Provider.

Access Secret

API Credentials. The secret associated with the access key of your API when communicating with your REST-based SMS Provider.

Country Code

The default Country Code (ISO 3166-1) to use for Phone Numbers when no country code is provided. For example: US - United States, UK - United Kingdom. See https://en.wikipedia.org/wiki/List_of_ISO_3166_country_codes for a complete list of 2-character country codes.

Chat Control

Suppress System Messages to Customer

If enabled, system-generated conversation state messages (for example: Agent disconnected, Conversation ended) will not be sent out to the customer.

Idle Timeout in Minutes

The time in minutes (between 1 and 60) after which the conversation will be automatically ended if no message activity (from either side) is seen.

Idle Timeout Message

The message sent when an idle timeout occurs.

Maximum Chats Message

The response message sent to the customer in a maximum chats reached condition.

SMS Number Queue Routing

The settings in this section map the routing from the SMS phone numbers used by your SMS gateway, to respective Skill Queues or Amazon Connect Contact Flows.

Address (1 through 15)

The SMS Phone Number within the SMS provider that messages will be sent via.

Display Name (1 through 15)

The friendly name displayed for this SMS Phone Number in the Agent UI (when selecting an SMS origin number for unsolicited outbound SMS conversations).

Queue Name (1 through 15)

Only relevant and displayed if the Delivery Provider is set to Symbee. Choose the Symbee Connect Skill Queue new SMS conversations from this phone number will be routed to.

Contact Flow (1 through 15)

Only relevant and displayed if the Delivery Provider is set to Amazon. Choose the Amazon Connect Contact Flow new SMS conversations from this phone number will be initially routed through.

SMS Mapping Web-Hook URL

The configuration in your SMS Provider will require a Webhook URL to send callback requests to for incoming SMS messages. Use the URL displayed here as the Webhook URL for this SMS Mapping when setting up the configuration in your SMS Provider.

SMS - SMPP Providers

This screen lists and lets you maintain your currently configured SMPP (Short Messaging Peer-to-Peer protocol) based SMS Provider configurations. Options are available to Modify, Delete and Add SMS Provider.

Each SMS Provider configuration represents a mapping between the SMS Phone numbers used by your SMPP Provider account and either Skill Queues or Amazon Connect Contact Flows (if Delivery Provider is set to Amazon) to allow the SMS conversations to be routed to your contact center agents.

Add SMPP SMS Provider

SMS Provider Code

Enter a code that will be displayed in pick-lists within the Administration Portal to represent this mapping.

SMS Provider Name

Short description for the new SMPP SMS Provider mapping.

Maintain SMPP Based SMS Provider Settings

SMPP Binding Configuration

Host

The Host or IP Address used to connect to the SMSC of your SMPP Gateway provider.

Port

the TCP Port used to connect to the SMSC of your SMPP Gateway provider.

User

User ID for your SMPP Provider account used to sign into the SMSC.

Password

Password for your SMPP Provider account used to sign into the SMSC.

Default Country Code

The default Country Code (ISO 3166-1) to use for Phone Numbers when no country code is provided, when transforming to E.164 format. For example, US - United States, UK - United Kingdom. See https://en.wikipedia.org/wiki/List_of_ISO_3166_country_codes for a complete list of 2-character country codes.

Delivery Provider

Choose the delivery provider for SMS conversations from this mapping. See Selecting the Chat Delivery Provider for further details.

If using Amazon as the Deliver Provider, you will also need to make sure you have run the Amazon Connect Chat Integration CloudFormation.

Chat Control

Suppress System Messages to Customer

If enabled, system-generated conversation state messages (for example: Agent disconnected, Conversation ended) will not be sent out to the customer.

Idle Timeout in Minutes

The time in minutes (between 1 and 60) after which the conversation will be automatically ended if no message activity (from either side) is seen.

Idle Timeout Message

The message sent when an idle timeout occurs.

Maximum Chats Message

The response message sent to the customer in a maximum chats reached condition.

SMS Number Queue Routing

The settings in this section map the routing from the SMS phone numbers used by your SMPP gateway, to respective Skill Queues or Amazon Connect Contact Flows.

SMS Phone Number (1 through 15)

The SMS phone number within the SMSC that messages will be sent via

Display Name (1 through 15)

The friendly name displayed for this SMS Phone Number in the Agent UI (when selecting an SMS origin number for unsolicited outbound SMS conversations).

Skill Queue Code (1 through 15)

Only relevant and displayed if the Delivery Provider is set to Symbee. Choose the Symbee Connect Skill Queue new SMS conversations from this phone number will be routed to.

Contact Flow (1 through 15)

Only relevant and displayed if the Delivery Provider is set to Amazon. Choose the Amazon Connect Contact Flow new SMS conversations from this phone number will be initially routed through.