Disposition SMS¶
A disposition can send the customer an SMS when an agent picks it at the end of a call. For example, an Interested disposition can thank the customer and tell them the team will follow up, while Not Interested sends nothing.
- The SMS is sent only when the call was answered.
- It is sent once per call. Saving the same disposition again does not send a second message.
- The agent's notes and the chosen disposition appear in the queue call reports as usual.
Setup overview¶
- Add an SMS carrier under Numbers > SMS Provider.
- Create the dispositions under Contact Center > Config > Dispositions and turn on Customer SMS on the ones that should text the customer.
- Enable dispositions on the queue, and make them mandatory if every answered call must be classified.
flowchart LR
A[Call answered] --> B[Agent hangs up]
B --> C[Disposition pop-up]
C -->|Disposition with Customer SMS| D[SMS to the customer]
C -->|Other disposition| E[No SMS]
C --> F[Queue call reports]1. Add an SMS carrier¶
Note
Numbers > SMS Provider only shows when the account has the SMS feature turned on. If the menu item is missing, ask your reseller or administrator to enable SMS for the account.
Open Numbers > SMS Provider and add a new SMS carrier. Pick the carrier type and fill in its credentials. The carrier is checked when you save; wrong credentials are rejected.
Hutch Bulk SMS¶
| Field | Value |
|---|---|
| Username | The Hutch Bulk SMS account username |
| Password | The Hutch Bulk SMS account password |
| Sender ID (Mask) | The sender name approved by Hutch, shown to the customer |
| Campaign Name | Label for these messages in Hutch's own reports (optional) |
Numbers are sent to Hutch in international format without the plus sign (94771234567). Local numbers such as 0771234567 are converted automatically.
2. Configure the disposition¶
Open Contact Center > Config > Dispositions, edit a disposition, and go to the Customer SMS section:
| Field | Description |
|---|---|
| Send SMS | Turns the SMS on for this disposition |
| SMS Carrier | The carrier that sends the message |
| Message | The text the customer receives |
A typical setup for a sales follow-up uses three dispositions:
| Disposition | Customer SMS | Use |
|---|---|---|
| Interested | On, e.g. "Thank you for your interest. Our team will contact you shortly." | The customer wants the offer |
| Not Interested | Off | The customer declined |
| Remark | Off | A callback request or other feedback; the agent types it in the notes field |
3. Enable dispositions on the queue¶
On the queue, leave Disable Disposition off. Turn on Disposition Mandatory if the agent must classify every call before taking the next one.
Note
The disposition pop-up is shown for queue and campaign calls. Direct calls to an agent's extension do not show it.
Reviewing the results¶
The Queues Inbound Calls and Queues Outbound Calls reports list the Agent Disposition and the Follow Up Notes for every call, and both can be filtered.
Troubleshooting¶
| Symptom | Check |
|---|---|
| No SMS after Interested | The call was answered, Send SMS is on, and a carrier and message are set |
| SMS Provider is missing under Numbers | The account's SMS feature is off; it has to be enabled for the account |
| The carrier cannot be saved | The username, password and sender ID are correct for the carrier account |
| A second SMS was not sent | Expected: one SMS per call. If the first attempt failed, saving the disposition again retries it |