To set up an SMS campaign:

SMS Campaigns

  1. Check the Enable delivery via SMS checkbox.

    SMS Campaigns

  2. From the From SMS Number drop down menu, choose the SMS number you want the SMS messages to be delivered from.

    SMS Campaigns

    You cannot create new entries here, only select from existing ones.  To see the numbers you can choose from, or add/edit them, go to Integration > Twilio Settings or Configuration > Queues > Manage SMS.


    Note: Choose the number that will be delivering the messages wisely as customers can respond to this number.

  3. In the Text to SMS field type in the message you want to be delivered to your contacts. Your message can include a maximum of 1600 characters.

    SMS Campaigns

  4. Click Save to save the campaign.

    SMS Campaigns

Note: Twilio SMS Outbound Message Processing Throttling is in place. 8 SMS messages can be processed concurrently. It is estimated that the processing time to send a message takes between less than 1 second to 2 seconds. The Integration with Twilio will continuously send message requests so that (presuming there are more than 8 requests pending from Agent queue responses and Dynamic Notification Campaigns collectively) there are always 8 being processed at the same time to ensure the fastest execution of the messages as possible.

For more information, please refer to the following articles: