MUNVO’S SMS GATEWAY USER GUIDE€¦ · SMS Gateway: User Guide Munvo Confidential – May 23,...

VERSION 2.1

May 23, 2019

MUNVO’S SMS GATEWAY

USER GUIDE

SMS Gateway: User Guide

SMS Gateway: User Guide Munvo Confidential – May 23, 2019

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TABLE OF CONTENTS Munvo SMS Gateway .................................................................................................................................... 1

SMS Gateway Features.............................................................................................................................. 1

Who is the Munvo SMS Gateway for? ...................................................................................................... 1

About Munvo ............................................................................................................................................ 2

Office Loca�ons ..................................................................................................................................... 2

Contact Informa�on .............................................................................................................................. 2

Connectors .................................................................................................................................................... 3

SMS Connector for Adobe Campaign ........................................................................................................ 3

SMS Delivery Form ................................................................................................................................ 3

SMS Gateway Usage ...................................................................................................................................... 6

SMS Flowchart .......................................................................................................................................... 6

Crea�ng a Flowchart ............................................................................................................................. 6

Modifying a Flowchart .......................................................................................................................... 7

Nodes .................................................................................................................................................... 9

Flowchart Concepts ............................................................................................................................. 10

Flowchart Session flow Example ......................................................................................................... 11

Flowchart Op�ons ............................................................................................................................... 13

Glossary ....................................................................................................................................................... 15

Copyright © 2019 Munvo Solutions Inc. – All rights reserved. No part of this publication may be reproduced, distributed, or transmitted in any form without the prior written permission of Munvo Solutions Inc.

This document may contain confidential information the use of which by an unintended recipient is unauthorized. Any unauthorized use or disclosure is prohibited.


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MUNVO SMS GATEWAY

The Munvo SMS Gateway allows for inbound SMS conversations that integrate with your marketing campaign solutions. The SMS Gateway has the capacity to push lists of SMS numbers to a given short code, while forming tree-like conversation paths and real-time responses to communications.

SMS GATEWAY FEATURES

Key features of the Munvo SMS Gateway include:

Simple tree-like SMS conversations, accessible through a web interface, to facilitate client tracking of specific real-time responses to inbound requests (e.g. STOP, YES, MORE) without any programming

Storage of the individual transaction history for a given short code, such as real-time responses to inbound communications (as opposed to minutes or hours when provided by alternative solutions)

A tracked history by phone number and short code to see who receives what message and when

Integration points back to your marketing solution for advanced segmentation, personalization, and feedback

Leveraging of Twilio SMS API via HTTPS for better performance and control over SMTP-based SMS providers

WHO IS THE MUNVO SMS GATEWAY FOR?

The SMS Gateway is ideal for clients who wish to facilitate and track real-time SMS conversations, configured through a browser without any coding required. Clients who may have been underwhelmed by the SMS tools in their respected marketing solutions will find SMS Gateway to be a simple and efficient way of incorporating real-time SMS conversations as part of their communications strategy.


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ABOUT MUNVO

Munvo is a leading consulting firm that helps clients improve their marketing capabilities through a combination of technology implementations, management consulting and marketing run services.

Since 2005, Munvo has delivered more than 500,000 hours in several key industries: Banking and Investment, Insurance, Retail, Health and Pharma, Telco, High Tech and Manufacturing, and Travel and Entertainment. Our main offices are located in Montreal, Toronto, Calgary, and the US to better serve our clients across North and South America, Europe, and APAC.

In addition, our Munvo Lab develops products and connectors for Adobe, SAS, and Unica Marketing Solutions.

OFFICE LOCATIONS

Montreal Office 1400 Metcalfe Street, Suite 300 Montreal, QC Canada H3A 1X2

Toronto Office 49 Wellington St E., Suite 201 Toronto, ON Canada M5E 1C9

Calgary Office 505 8th Avenue SW, Suite 305 Calgary, AB Canada T2P 1G2

CONTACT INFORMATION

For SMS Gateway technical support please contact us at: [email protected]

File a Service Desk Request at: https://clientspectrum.atlassian.net/servicedesk/customer/portal/4

https://clientspectrum.atlassian.net/servicedesk/customer/portal/4


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CONNECTORS

SMS CONNECTOR FOR ADOBE CAMPAIGN CLASSIC

Munvo’s SMS Connector for Adobe Campaign Classic integrates directly into the Adobe Campaign interface and acts as a gateway to your mobile messaging provider (MMP) for a more responsive and interactive experience when compared to native SMS support.

It is currently optimized for bi-directional integration with vendors like Twilio®, AWS Pinpoint ® and Sinch®, but it can be configured for use with many other MMPs.

Key features for the SMS Connector include:

Send real-time marketing messages for new product launches, coupons or special offers

Applicable for informational messaging (notifications, alerts, password reminders, invitations, etc.)

Enables automated inbound messages with relevant marketing content assigned by Adobe Campaign users

SMS DELIVERY FORM

Creating a new SMS Delivery

1. From within a “Targeting and workflows” tab, select a new SMS Delivery Form

2. From the “Delivery Template” option, select “Open,” followed by SMS Gateway + SMS Delivery Template


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3. You will now see a SMS Gateway Delivery box

Usage of SMS Gateway Delivery


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Delivery Option Description Usage Notes

“Text Context” Allows users to customize the SMS text

To replace messaging stored in the SMS Gateway node with Adobe Campaign text, in conjunc�on with “override node body”

Op�onal

“SMS Connector

FROM”

The short/long code that will send this message;

End users will receive a text message coming from this phone number.

To specify “where” the message is sent from;

FROM numbers are created and linked in the delivery layer (e.g. Twilio).

Required

“Send to recipient ….”

Op�on 1: “Send to recipient and insert or advance in tree”:

SMS Gateway’s “Conversa�onal” tree will determine responses and messages.

If you want to send a single message without prioritizing conversational responses, use “Send directly…”

Otherwise, select “Send to recipient and insert…”

The gateway will then handle automated responses for incoming messages.

Direct sending is typically used to “notify” users if/when they are eligible for a particular action against a phone number, prompting them to start the conversation.

Radio buton – one of these op�ons must be used

“Send directly…”

Op�on 2: “Send directly…”:

Bypasses SMS Gateway conversa�on trees and becomes a “fire and forget” message.

Reassign to Specific Node

Allows users to move customers to specific portions of a conversation tree based on their actions;

Useful for advanced segmentation decisioning

To send customers to the specific SMS Gateway node named “Remind User” so that they are reminded to redeem their offer;

For example, an Adobe Campaign workflow may continue to notify people daily if they have not yet redeemed an offer or product that they have already qualified for via the SMS conversation tree.

Yes/No


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SMS GATEWAY USAGE

SMS FLOWCHART

SMS Flowcharts link “conversation trees” with given short/long code. The left-hand side allows users to select an existing flowchart () or create a new flowchart (+).

CREATING A FLOWCHART

Flowcharts contain a name and are assigned a “FROM” number.

This is either a short code (5- or 6-digit number) – For more information on registering and purchasing a short code, please see: https://support.twilio.com/hc/en-us/articles/223181688-Can-I-buy-a-short-code-with-Twilio-

https://support.twilio.com/hc/en-us/articles/223181688-Can-I-buy-a-short-code-with-Twilio-

https://support.twilio.com/hc/en-us/articles/223181688-Can-I-buy-a-short-code-with-Twilio-


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OR, a long code (a standard 10-digit number)

Note: Long codes have the delivery capacity of 1 message per second, while short codes support up to 100 messages per second.

MODIFYING A FLOWCHART

Flowcharts contain a few key concepts:

A conversation tree can be “traversed” by users at a phone number level; a phone’s “response” will determine which SMS is sent and when.

The tree is a collection of nodes arranged in a tree structure.

Each flowchart handles responses for a single FROM number at any time.

Flowchart options can be customized to improve customer experience and flow details.

Flowchart Option Description Usage Notes

Save or delete a flowchart

To “save changes” or “delete a flowchart”

Deletion will prompt a “confirmation” requirement.


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For changes to take effect, you must click “save.”

Allows users to customize behaviour of the SMS Gateway for things like tes�ng a phone number, modifying or viewing default STOP/START/HELP messages, as well as customer expira�on op�ons

To specify “where” the message is sent from;

FROM numbers are created and linked in the delivery layer (e.g. Twilio).

Required

Used to add new nodes to a flowchart conversation tree;

Node location can be “drag and dropped” to any desired location of the tree if they need “re-arranging”

To build message nodes at the core of the SMS conversa�on

Expand all nodes to see en�re conversa�on

To view an en�re conversa�on tree

Collapse all nodes to condense conversa�on

To establish a compact view and analyze the path through a conversa�on

Search conversa�on

To highlight nodes that match key search terms;

Useful in large nodes to find particular key words

This search will highlight all possible matches within the nodes, while the le� and right arrows will move between matches to select a par�cular search term.


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NODES

A flowchart contains a collection of nodes, which signify “decision points.” Each node represents a particular response and corresponding reply/action, based on how a customer interacts with the tree. If the customer response matches the inbound message sent by a mobile phone, the matching node will send out its corresponding reply and take any other actions defined by this node.

Node Option Description Usage Notes

Name Friendly name for a node, dis�nct for a flowchart

To report or reassign nodes to different parts of a flowchart

Accept any Customer

Reply message

Node that accepts any response and sends replies

Typically used as an “other” type response catch

If applied, the customer response option will not be available.

Either ON or OFF;

When ON, ensure that this is “the last” option among a set of options, otherwise it will supersede all other responses.

Customer Response

Response that ac�vates nodes within the flowchart

To enable a response-driven


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conversation (basis of a node);

If the response matches, the node will execute future replies, based on location.

Reply (1-n) Message(s) sent in response to a “Customer” response

To facilitate forma�ng, and in the case of the “plus” buton, to create mul�ple responses to a single response

The #/160 indicates how many characters are used in the current response.

SMS messages are capped at 160 characters.

Priority Order of nodes to be leveraged/processed

To promote or modify the order nodes will be processed in

If there is no priority, the order of the nodes in the flowchart will inform the order they are compared in.

FLOWCHART CONCEPTS

There are two key concepts necessary to understand how flowcharts operate:

1. Flowchart Sessions

2. “Response-Driven” Flowcharts

Sessions

Flowcharts operate on a ‘phone number’-based session level. Each phone number is stored as a “session.” Replies are then generated based on responses from that phone number.

A phone number can only exist in one node at any given moment in time. However, it can be “re-assigned” or “expired” as required.

Response-Driven

Flowcharts are response-driven; sessions move from node to node based on their response. Once moved, the user will be presented with new SMS messages. Validated responses are determined by the “children nodes.”


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FLOWCHART SESSION FLOW EXAMPLE

Given that the following flowchart and phone number session are not attached:

Event: The phone number sends an inbound text that matches the response for Node A.

Result: The reply for Node A is sent.

A

B D

E

C F

Phone # Session

A

B D

E

C FPhone # Session


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Event: The phone number sends a response that matches the response for Node C.

Results: Phone session moves to Node C, and Node C reply is sent.

Event: The phone number sends a response that matches the response for Node D.

Result: Since Node D is not a child of Node C, this is an invalid response – no change.

A

B D

E

C FPhone # Session

A

B D

E

C FPhone # Session


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Event: The phone number expires (inactivity).

Result: The session is cleared, and the user can re-enter information either by texting the number via Adobe Campaign or through another similar system.

FLOWCHART OPTIONS

Used to modify some basic “overarching” behaviour of a flowchart.

A

B D

E

C F

Phone # Session


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Flowchart Option Description Usage

Twilio Reserved Keywords

Contain the default STOP/START/HELP commands that can be accessed at any point within a flowchart

With short code: To customize at a flowchart level

With long code: To be maintained and controlled by your message provider (e.g. Twilio)

Global Keywords

Customized keyword commands that can be accessed at any point within the flowchart

Acts as a node that be accessed anywhere within the conversa�on tree with both short and long codes

Session Expira�on: Customer reaches a terminal node

When a user hits a node with no “child nodes” (a terminal node), the phone number session will expire.

To “close” the session, promp�ng the phone number to re-engage the long/short code

Session Expira�on: Customer is inac�ve in any node for X hour(s)

A�er a period of inac�vity, the phone’s session expires.

To prevent long periods of “idle” conversa�on from hindering other conversa�ons

Session Expira�on: Session Expira�on Message

Op�onal message to send upon session expira�on

To communicate an op�onal message, such as:

“Thank you for participating. Please contact us again to re-submit.”

Catch All Response

In the event of an “unknown” message (e.g. this message is not present in the tree), send this message as a reply.

To communicate in the event of an unknown message:

“The response you have provided is invalid. Please try again.”

Session Reset Enter a phone number to reset the exis�ng session.

To reset the test phone number while tes�ng a flowchart (enables unlimited tes�ng)


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GLOSSARY

Adobe Campaign®: A marke�ng solu�ons pla�orm that allows users to personalize, deliver, and manage cross-channel campaigns

AWS Pinpoint® (Amazon Web Services): A facet of Amazon Web Services used to engage with customers across mul�ple messaging channels, through email campaigns, SMS messages, push no�fica�ons, etc.

Conversa�on Path: A way for marketers to track and collect informa�on from various Mul�media Message Service (MMS) or Short Message Service (SMS) conversa�ons between sender and recipient, to make connec�ons and observa�ons

Conversa�on Tree: A tree-like naviga�on, or path, used to dive into a par�cular conversa�on

Delivery Template: A template that captures all relevant informa�on about the sender and recipient during a par�cular Mul�media Message Service (MMS) or Short Message Service (SMS) conversa�on

Flowchart Op�ons: Allows users to customize behaviour of the SMS Gateway for things like testing a phone number, modifying or viewing default STOP/START/HELP messages, as well as customer expiration options

FROM numbers: The source number from which messages derive (created and linked in the delivery layer)

HTTPS: Hypertext Transfer Protocol Secure, an extension of the Hypertext Transfer Protocol, required for securing the data in transit (communica�ons) online

Keywords: Words that provide additional SMS options

Long Code: Standard North American phone number (10 digits) used to send and receive Mul�media Message Service (MMS) or Short Message Service (SMS) communica�ons

Mul�media Message Service (MMS): Typically used to transmit images, videos, and other forms of mul�media

Mobile Messaging Provider (MMP): A network that provides mobile messaging services (SMS and MMS) to other businesses or providers

Nodes: The point where pathways intersect within a conversa�on tree

Session: A method of tracking phone numbers in a conversation tree

Short Code: Standard North American short digit sequences (5-6-digit numbers) used to address messages in both the Short Message Service (SMS) and Mul�media Message Service (MMS) communica�ons

Short Message Service (SMS): Typically referred to as text messaging, SMS allows for the transmission of short messages through mobile devices


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Sinch® (Formerly CLX): A telecommunica�ons and cloud communica�ons pla�orm that allows developers to perform Mul�media Message Service (MMS) or Short Message Service (SMS) func�ons and embed this data into other apps or devices. See htps://www.sinch.com/ for more informa�on.

SMS Flowchart: Links conversa�ons trees with given short/long code

Targe�ng and Workflow Tab: A tab within the SMS Delivery Form used to create an SMS Delivery in Adobe Campaign

Terminal Node: When a code in the conversation tree has no children

Twilio®: A cloud communica�ons pla�orm service that allows developers to perform communica�on func�ons (SMS, MMS) through web service APIs. See htps://www.twilio.com/ for more.

https://www.sinch.com/

https://www.twilio.com/

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