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While SIMPLer does not have two way messaging - via the Twilio portal - the SMS Listener functionality covers most cases.
Two new options were added to the SIMPLer's SMS Listener.
The ability for a customer who has SMS disabled on their account to enable the specific number our webhook receives a call for. While making sure other phone numbers on the accounts are still disabled.
The ability for the operator to receive a notification when a customer sends a SMS.
How this work:
The sms gateway (e.g. Twilio) should be configured to send customer replies to SMS listener in SIMPLer.
*) If STOP, END, CANCEL, UNSUSCRIBE, QUIT is send it will flag the customer and disable the ability to send SMS to SIMPLer.
**) If SUBSCRIBE is sent - the customer is re-enabled.
***) For any other type of message a default message can be configured e.g. "this is a one-way messaging system. If you need help call us at ... or email ..."
When the SMS is saved to a customer account in SIMPLer, an email notice is send informing the operator of a new message.
Example email notice:
Subject: 'You have a new text message.'
Body: ' SMS text sender, sender,
To make use of the webhook:
1. Configure Twilio to send API call to your SIMPLer server e.g. https://servername.azotel.com/API/smsListener.pl
2. Define a default reply message under Settings > SMS gateways:
REPLY_CUSTOMER_DEFAULT_MESSAGE
Setup SMS notification:
Fig 1: Twilio configuration parameters
1. Under Twilio configuration there are two new parameters:
EMAIL_NOTIFICATION_RECIPIENT - to define email address that will receive a notification
EMAIL_NOTIFICATION_TEMPLATE - name of the email template that is configured (see step2 and fig2 below)
2. Define the templates under SPID settings > Email / SMS Templates section. This is where to define subject & body of 'twilio_customer_sms_email_notification'
Fig 2: Twilio Email template
The following two variables are available:
%CUSTOMERID% - it resolves to the actual customer ID
%CUSTOMER_MESSAGE% - message customer sent
A few things to note:
1. You might want to consider a baseline and OPT-OUT all customers. Azotel team can mass update all customers to have SMS disabled.
2. SPID setting 'New Customer - SMS Enabled' can be switched off
3. smsLog: with the SMS Listener enabled and Twilio sends a customer message to SIMPLer API it will get logged under the customer account. The user can respond to the SMS from SIMPLer and customer can sent as well. There is a log on every customer account and there is an overall log. Fig 3
4. When assisting a customer with SMS a user is able to check / uncheck the box on the main customer detail page: SMS Disabled (Opt Out [])
5. The SMS Listener captures what customer sends by matching their phone number.
Fig 3: SMS log
Published Date: 22 january 2025
Engineer: PD
Contact Azotel Support:
Need more help? Save time by creating a maintenance ticket to Azotel through your instance or email support@azotel.com.
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