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Understanding SMS Types and SMS Numbers
LiveVox offers the following types of SMS messages:
Mass: SMS message that is automatically sent to a large group of customers at the same time through an SMS campaign.
Inbound (Template): A predefined SMS message that is automatically sent to the customer when the customer replies to a mass or transactional SMS message.
Contact LiveVox customer support for more information about the following configuration requirements:
- An inbound SMS template must be created on LVP and assigned to an inbound service.
- If a customer sends an SMS message that is not triggered by an outbound SMS message, you can have the inbound SMS message routed to a specific service by assigning the associated SMS number to the service. To assign the SMS number to the service, on the Settings tab of the service, in the Inbound SMS Code field, enter the SMS number. Any inbound SMS message (against the assigned SMS number) that is not a reply to an outbound SMS message will route to this service.
- If a customer responds to a mass SMS message, LiveVox searches for predefined keywords in their message, such as HELP, START, STOP, or UNSUBSCRIBE, to send the customer an appropriate automated SMS response. Suppose that a customer responds to a mass SMS message with the word STOP. Then, the following automated SMS response could be sent to the customer: You are now unsubscribed from SMS Alerts. No more messages will be sent. These automated SMS responses are configured on LVP.
- The same inbound SMS code cannot be assigned to more than one service.
Transactional: SMS message that is initiated by an agent over an Agent Desktop to contact individual customers directly.
Suppose that an agent is on a call with a customer. The agent can send any necessary information to the customer by SMS (for example, the payment confirmation ID if the customer has made a payment).
Bidirectional: SMS message that is exchanged between an agent and a customer (two-way communication) over an Agent Desktop.
Bi-directional SMS allows an agent to receive an SMS message that a customer may send in response to a mass or transactional SMS message that is sent to the customer.
Types of SMS Numbers
You can deliver an SMS message using the following types of SMS numbers:
- 10-digit long code (10DLC)
- Toll-free number (TFN)
- Short code
The following table summarizes the differences between the types of SMS numbers.
| Parameter | 10DLC | TFN | Short Code |
|---|---|---|---|
| Number of digits | 10 Example: (425) 555-0150 | 10 Example: (877) 789-4565 | 5-6 Example: 45234 |
| Throughput | Up to 225 messages per second. | 10 messages per second. | Up to 500 messages per second. |
| Volume restrictions | Up to 200,000 messages per day to T-Mobile end-users. There is no limit for other carriers. | Unlimited | Unlimited |
| Voice capability | Yes | No | |
| Typical use cases |
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Types of Short Codes
A short code can be of the following types:
- Free-to-End User: The customer is not charged for sending SMS messages to the client.
- Standard Rate: The customer is charged for sending SMS messages to the client.
Note that the short codes mentioned here are only applicable within the United States. For international SMS, reach out to our Customer Care Team.
Enabling HTI Select on the HTI Agent Desktop
You can enable the Human Text Initiator (HTI) Select interface, which allows an agent to launch SMS messages.
When you enable HTI Select, agents first select a phone number from a list of phone numbers using a click and click that number again to send the SMS. HTI Select requires two clicks to launch the SMS: Select the number to be texted, then click that number to launch the SMS
You enable this option from Configure > Services > Services and then enable the HCI/HTI Select checkbox from an existing service. For information on enabling this feature, see, Services: Settings Tab vLV23
By default, this option is disabled.