SMS Notification Settings
SMS Notification Settings allow you to notify the Support Reps through SMS. This way, the Support Reps can be notified on the go when the following is triggered:
Business Rules and Notification Rules
The SMS notification will be sent only if the Business Rules and Notification Rules are configured accordingly. The SMS can be sent at particular instances when the rules are satisfied. These rules can be set according to the Administrator's needs.
Business Rule Notification
The Administrator has to configure the Business Rules accordingly, so as to trigger Notifications to be sent as SMS to the Support Reps. For example, when a new Request is created anytime, Priority will be set to 'high' and Catherine will be notified with an SMS that a request has been created. This Business Rule will be executed when a Request is created anytime.
In Notification Rules, enable the checkbox 'Alert the following Support Reps by SMS when a new request is created' and 'Alert Support Rep by SMS when a request is assigned'. This will ensure that the Support Rep is alerted by SMS when a request is created/assigned to him.
Eg: Enable the following checkboxes for a 'Request' if Notifications have to be sent as SMS when a 'Request' is assigned/created:
The SMS Notification Settings is available under Admin>> Organization Settings>> SMS Notification Settings. The SMS can be sent in two ways:
Mobile Service Provider
Each Support Rep will be provided with an SMS mail ID by the Mobile Service Provider. The SMS will be sent as email to the respective SMS mail IDs, which will be delivered as an SMS to the Support Reps. Enter all the details and specify the SMS Mail ID of the Support Rep in Admin >>User and Related Settings>> Support Reps.
SMS Gateway Provider
Enter the Mobile number to which the SMS must be sent under Admin >>User and Related Settings>> Support Reps. Make sure that the country code is specified before the mobile number.
Each Support Rep will be notified directly by SMS to his configured mobile number. A user can choose from one of the four SMS options. Custom option helps you customize the service providers.
While Site 24x7 and Clickatell requires Authtoken as authentication details, BulkSMS requires a username and password for the same.
Click 'How to configure?' to view step-by-step details for using that particular SMS Provider.
After signing up and configuring the details, paste the Authtoken generated in the space provided. API URL will be provided by the service providers.