DEVTAC SMS Integration

The SMS integration was devised for easy SMS communication since text messaging is still one of the widely-used method for connecting.

In an instance that the customer service agent needs to contact the client for a request to call back, product promotion, or any information distribution, the agent can instantly send a text message directly to the client’s contact number on file.

In SugarCRM software, client information is tabulated into different modules for organizational purposes. At present, the SMS is applicable for the Contact module, Leads module and Accounts module, at the same time it can be customized to be applied to other modules. In each module, the list that shows the names of the clients are in a hyperlink. By clicking on one of the names in the hyperlink, it will redirect the screen to the page that displays that particular client’s information.

If the client provided a contact number on his profile, an SMS button would be available next to it. By clicking the SMS command, a pop-up will appear with the SMS box where you can compose your message.

If the client provided a contact number on his profile, an SMS button would be available next to it.

By clicking the SMS command, a pop-up will appear with the SMS box where you can compose your message.

The SMS box has three sections—Mobile No, Provider, and Message. The phone number of the client is autopopulated in the Mobile No section, so there is no need to manually type it in.

Under the Provider section, the agent can choose the communications provider with the following choices: System Default, Twillo or Globe Labs. We can also add your preferred SMS gateway upon request.

The System Default is a rule set by the admin as the easiest and the most cost-effective method of delivering the SMS.

For example, if the client’s phone number that starts with +1 which is assigned to Twillo, the system will send the SMS through Twillo. If the number starts with +639 which is assigned to Globe Labs, the SMS will be sent through Globe Labs.

However, if the rule is not applicable for instances such as the first three primary digits of the client’s phone number is not included in the set of rules, by default the SMS will be sent through Twillo.

In the Message section, the agent can compose his message as concise as possible to fit the 160-character limit.

At the same time, there is also an option to select an SMS template, depending on the substance of the message.

Once the content of the SMS is set, the agent can hit the Send button, and the SMS will be sent to the client within five minutes.

After the SMS is sent, the client’s record will be updated and it will log the action that was done on the account.

The status of the SMS will appear on the subpanel located at the bottom of the screen where it shows if the message if either failed, pending, or successfully delivered.

The admin can also configure DEVTAC SMS Integration. He can create an SMS template by clicking on the Email module, and he will be provided with the option to Create Email Template.

The admin can compose the document in the Create Email page. He can incorporate variables to personalize the message. The page has a similar interface with a regular email platform.

There are also options to configure Twillo or Globe Labs and set the default gateway provider. Should the admin select Twillo, it will show its API (application programming interface) to access Twillo.

Same process goes for the Globe Labs gateway provider.

The SMS Gateway Management is where the admin can set up rules for System Default. He can add rules by assigning the first three digits of the contact number to an SMS gateway. At the same time, he can also remove or change the rules accordingly.

For the given example below, clients with contact numbers that start with +1 and +5 will receive the DEVTAC SMS through Twillo, should the agent select System Default in the Provider section of the SMS pop-up box.

DEVTAC SMS Integration

The SMS integration was devised for easy SMS communication since text messaging is still one of the widely-used method for connecting.

In an instance that the customer service agent needs to contact the client for a request to call back, product promotion, or any information distribution, the agent can instantly send a text message directly to the client’s contact number on file.

In SugarCRM software, client information is tabulated into different modules for organizational purposes. At present, the SMS is applicable for the Contact module, Leads module and Accounts module, at the same time it can be customized to be applied to other modules. In each module, the list that shows the names of the clients are in a hyperlink. By clicking on one of the names in the hyperlink, it will redirect the screen to the page that displays that particular client’s information.

If the client provided a contact number on his profile, an SMS button would be available next to it. By clicking the SMS command, a pop-up will appear with the SMS box where you can compose your message.

If the client provided a contact number on his profile, an SMS button would be available next to it.

By clicking the SMS command, a pop-up will appear with the SMS box where you can compose your message.

The SMS box has three sections—Mobile No, Provider, and Message. The phone number of the client is autopopulated in the Mobile No section, so there is no need to manually type it in.

Under the Provider section, the agent can choose the communications provider with the following choices: System Default, Twillo or Globe Labs. We can also add your preferred SMS gateway upon request.

The System Default is a rule set by the admin as the easiest and the most cost-effective method of delivering the SMS.

For example, if the client’s phone number that starts with +1 which is assigned to Twillo, the system will send the SMS through Twillo. If the number starts with +639 which is assigned to Globe Labs, the SMS will be sent through Globe Labs.

However, if the rule is not applicable for instances such as the first three primary digits of the client’s phone number is not included in the set of rules, by default the SMS will be sent through Twillo.

In the Message section, the agent can compose his message as concise as possible to fit the 160-character limit.

At the same time, there is also an option to select an SMS template, depending on the substance of the message.

Once the content of the SMS is set, the agent can hit the Send button, and the SMS will be sent to the client within five minutes.

After the SMS is sent, the client’s record will be updated and it will log the action that was done on the account.

The status of the SMS will appear on the subpanel located at the bottom of the screen where it shows if the message if either failed, pending, or successfully delivered.

The admin can also configure DEVTAC SMS Integration. He can create an SMS template by clicking on the Email module, and he will be provided with the option to Create Email Template.

The admin can compose the document in the Create Email page. He can incorporate variables to personalize the message. The page has a similar interface with a regular email platform.

There are also options to configure Twillo or Globe Labs and set the default gateway provider. Should the admin select Twillo, it will show its API (application programming interface) to access Twillo.

Same process goes for the Globe Labs gateway provider.

The SMS Gateway Management is where the admin can set up rules for System Default. He can add rules by assigning the first three digits of the contact number to an SMS gateway. At the same time, he can also remove or change the rules accordingly.

For the given example below, clients with contact numbers that start with +1 and +5 will receive the DEVTAC SMS through Twillo, should the agent select System Default in the Provider section of the SMS pop-up box.