Two-way SMS communication enables receiving responses from customers in MetaKocka on already sent SMS. Conditions for sending two-way SMS are registration and phone number assignment. To have one assigned, please reach out to our support - podpora@metakocka.si
Description of functioning
Two-way communication can be used in several ways:
1. By clicking on the ''Send SMS'' button in the sales order, a dialog that enables sending SMS to the indicated receiver, will open
Select the InfoBip provider. Leave the Sender ID empty, otherwise, one-way communication will be applied and the customer's response will not be received. Moving on, enter the text which should be received by the receiver.
In case of having pre-made templates that you would like to insert into SMS, select which templates would you like to insert. Templates are modified in additional settings/notifications/definitions:
The sent SMS and the customer's reply will thus be visible in the sales order:
In the inbox, you can track all conversations and have an overview of sent, received, and unread SMS messages. By clicking on the number in ( ), you will be taken directly to the sales order from which the SMS was sent and to which the received SMS is related.
2. Two-way communication may also be used when sending SMS automatically. If automatic SMS sending is connected to the selected status and you are using InfoBip provider, with no Sender ID specified, SMS will be sent via two-way communication on which you may expect an answer from the receiver. Otherwise, if a Sender ID is provided, SMS will be sent via one-way communication.
3. If you are willing to send two-way SMS through mass import of SMS, select InfoBip provider and do not assign a sender. SMS will be sent through two-way communication. If a sender is specified, an SMS will be sent through one-way communication, to which the customer cannot reply.
4. A customer can also be the one to start the conversation via SMS. In that case, notifying can be connected to the sales order, which SMS is linked to, keeping the records of the conversation.