SMS Improvements

• CIC now links the original text message with a reply and preserves the entire SMS text conversation.

• Improved SMS routing can route replies to the original agent or use keywords to route the reply to another agent or queue.

• Delivery receipts are supported when using selected, approved SMS brokers.

• Simplified configuration makes using multiple SMS brokers easier.

• Agents can choose different outbound numbers and even different SMS broker accounts for each outbound SMS message use case. Using the appropriate broker enables you to take advantage of lower rates for person to person outbound messages.

• Improved SMS resiliency makes SMS more like a stateful interaction channel. Starting with CIC 2016 R4, the Interaction Recovery Service subsystem recovers SMS interactions with a transition that is almost seamless.

For more information, see Short Message Server Technical Reference in the PureConnect Documentation Library,