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SMS Connector

This page is a reference of the SMS connector settings β€” the link between your SMS numbers and Daktela. If you are setting up SMS from scratch, follow the step-by-step guide Set Up SMS.

Connectors

Go to Settings β†’ Routings β†’ SMS. You will see an overview of your inbound connectors.

You can view a diagram tree of each connector by clicking the grey Tree button in the Actions column.

Click the Title of a connector to open its details or click Add new to create a new connector. The inbound connector details will open.

Access token: this field will be filled in automatically after you save the connector.

Title: enter a title.

Description: enter a description.

Connector type: select connector type SMS Connect or Hyper SMS.

API token: contact us to set up API token for you.

Delivery receipt: enable/disable the delivery receipt. It will be sent to you by email.

Allow diacritics: if enabled, diacritics will not be stripped off.

Number prefixes: definition of phone number prefixes (country codes), e.g.:

0044+0|XXXXXXXXXX
00420+XXXXXXXXX

Sender: sender phone number (PBX identification). Will be displayed to the recipient. For Connector type:

  • Hyper SMS: you can leave the field blank. The number of the SIM card(s) we are hosting will be used.
  • SMS Connect: you can use Info (free identification) or a paid identification: a geographical number or alphanumeric text up to 11 characters.

Priority: set the queue's priority for distribution of activities to agents: 20 – highest, 0 – lowest. When agents are logged in to several queues, activities from queues with a higher priority will be distributed to them first.

Next destination: select where the conversation should be routed.

You can select:

  1. Terminate. The conversation will end or be offline – select which Terminate option to use.
  2. Queue. Select which queue the conversation will be routed to.
  3. Time condition. Decide where the conversation will be routed depending on the date/time.
  4. Decision tree. Route the conversation to a chat bot.

CLID rules for inbound: modify incoming callerID based on patterns:

  • Pattern 421|9X – remove prefix 421 if number starts with 421 9. E.g. 421 987 654 321 β†’ 987 654 321
  • Pattern 00420+XXXXXXXXX – append prefix 00420 if number has 9 digits. E.g. 987 654 321 β†’ 00420 987 654 321
  • Pattern 00421+0|XXXXXXXXX – remove prefix 0 and append prefix 00421 if number has 10 digits and starts with 0. E.g. 0 123 456 789 β†’ 00421 123 456 789

Click Save to save your changes.

Automessages

Send automatic messages to customers while they wait in the queue. Automessages are shared across channels and are described in Automessages; for SMS they live in Settings β†’ Routings β†’ SMS β†’ Automessages.

Time Conditions

Route the conversation to different targets depending on the date and time β€” typically your business hours. Time conditions are shared across channels and are described in Time Conditions; for SMS they live in Settings β†’ Routings β†’ SMS β†’ Time conditions.

Decision Trees

Build a chatbot directly in Daktela that guides the customer through predefined questions and answers. Decision trees are shared across channels and are described in Decision Trees; for SMS they live in Settings β†’ Routings β†’ SMS β†’ Decision trees.

Chatbots

Connect a third-party chatbot to your SMS conversations. Chatbot connections, including the structure of the data exchanged with the bot, are shared across channels and are described in Chatbots; for SMS they live in Settings β†’ Routings β†’ SMS β†’ Chatbots.

Terminate

Define how your SMS conversations end in different scenarios β€” the disconnection cause, an automatic response and whether the conversation counts as answered or missed. Terminate targets are shared across channels and are described in Terminate; for SMS they live in Settings β†’ Routings β†’ SMS β†’ Terminate.