Support Help

SMS / Text Message Add-on

Zoho Support enables you to notify your customers and agents via Text Messages(SMS). Say, when a ticket is raised by your customer or a new task has been added, he would be acknowledged by sending a notification. More so, your agent will be notified when a ticket has been assigned to her. These notifications have traditionally been through email. Now, with Text Message feature enabled, your notifications would never take a miss. Infact, you can choose who should be notified and when.

  1. What are the pre-requisites for setting up SMS Add-on?
  2. How should I configure SMS settings in Zoho Support?
  3. How can I assign SMS Recipient Number to my users?
  4. My notification Text Messages are not being delivered to the intended recipient. How can I rectify this issue?
  5. Can I check the SMS credits available with my SMS vendor?
  6. How can I keep track of Text Message notifications sent?
  7. How do I configure notification rules for my Users?
  8. Can I notify my agents via text message while adding a new task?
  9. How do I create SMS notification templates for notifying my users?

What are the pre-requisites for setting up SMS Add-on?

You need to purchase SMS credits from one of the following service vendors - Screen Magic or Clickatell. On purchase of credits, you can configure the authentication credentials here in Zoho Support. Remember that you can configure only one SMS gateway at a given time. 

How should I configure SMS settings in Zoho Support?

To configure SMS settings, follow the steps mentioned below -

  1. Go to Setup > Others > Add-ons > SMS Add-on > Configure SMS Settings(Step 2)
  2. Pick your registered SMS vendor between Screen Magic and Clickatell
  3. Provide the authentication details issued by your vendor and Save

How can I assign SMS Recipient Number to my users?

SMS recipient

  1. Go to Setup > Others > Add-ons > SMS Add-on > Configure SMS Settings(Step 2)
  2. Under the heading SMS Recipient Number, specify the field from which the contact and agent mobile number be retrieved to send an SMS
  3. You can choose between 3 fields for a contact's mobile number and 2 fields for an agent's mobile number
  4. Click Save to reflect your settings

My messages are not being delivered. How can I rectify?

Your users' contact numbers need to be stored with their respective country codes. Please check this, before assigning your recipient numbers. Also ensure that you have entered a valid 'SMS Sender ID' provided by your SMS vendor, while configuring the SMS settings.

Can I check the SMS credits available with my SMS vendor?

Certainly. Under SMS settings click 'Show Available SMS Credits' tab. This would display the remaining SMS credits available for your subscription.

How can I keep track of Text Message notifications sent?

Under the SMS Add-On setting you need to click on SMS History. On this page, you can find the total SMSes sent, SMSes sent successfully and those of them which failed to be delivered. Also, when you click individual records, you are provided with added information like, Text Message sent time, Recipient number, Gateway Used(your registered SMS Vendor) and the Response from your SMS Vendor.

How do I configure notification rules for my Users?

In Zoho Support, go to Setup > Automate > Notify. Once there, you can find separate set of notification rules for both your customers and agents. You can configure your settings according to your needs. Just tick the box under the SMS heading corresponding to the notification rules, you want to activate.

SMS Notification Rules

Can I notify my agents via text message while adding a new task?

Certainly. While adding a new task, tick 'Send Notification SMS' option to send a text alert for the new task added. Besides task notification, you can also send a text message to be reminded about a task. 

Also, notification via text message can be set as default for every task that is added. To enable this feature, go to Setup > Customize > Fields and select 'tasks' as the module. Once there, edit the 'Send Notification SMS' option and ckeck 'Enable by Default'. Save your settings to send text alerts for all tasks added henceforth.

How do I create SMS notification templates for notifying my users?

To customize your SMS notification templates, go to Setup > Automate > Notify. Now click on the 'Template' tab which gets highlighted when you rollover your mouse on a particular notification rule. Under the 'Edit SMS Template' option, you can customize the following fields.

SMS Template Information

  1. Name: Change the name of your template according to your requirements.
  2. Record Type: Set to 'Tickets' by default.
  3. Select Folder: Set to 'Public SMS Templates' by default.
  4. SMS Sender Id: Please enter the Id provided by your SMS service Vendor.

SMS Template Body

  1. Select the field you wish to have on your template from the drop down list provided
  2. Copy the selected field value from 'Copy Merge Field Value' and paste it onto your template listed below
  3. Continue with this process for adding as many field names you wish to have on your SMS Template
  4. Click Save for your actions to stay

Note:

  • Your SMS template should not exceed 500 characters.

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