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Personalisation of SMS sender ID with the company representative name of number for direct reply

Allow personalisation of the SMS sender id to be the name of a company representative or their phone number so that the SMS may be personalised from the client manager and replies may go directly to the client manager. This is similar functionality which is available for email personalising the from name and from/reply address.

Thanks,

Karen

  • Avatar32.5fb70cce7410889e661286fd7f1897de Guest
  • Jul 3 2018
  • Already exists
How will this idea be used?

Allow clients to personalise SMS from their representatives and allow direct reply where number is used.

What is your industry? Non-Industry Specific
What is the idea priority? High
DeveloperWorks ID
RTC ID
Link to original RFE
  • Attach files
  • Admin
    SARAH CALVERT commented
    July 27, 2018 01:00

    In countries where Sender ID is supported, you have the ability to customize a Sender ID. However, a Sender ID only supports one-way messaging so a workaround you might consider is to use personalization to add the Client Manager's phone # in the SMS message body. 

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    July 27, 2018 01:06

    Hi Sarah, Yes I am aware how Sender ID works and it only supports one way messaging because sender id is usually a value like company name rather than a number. If we were able to personalise the sender id with a field containing the client manager phone number then the sms recipient would be able to reply to the client manager direct which is the ask here. Thanks, Karen

  • Admin
    SARAH CALVERT commented
    October 01, 2018 20:06

    Sender IDs generally need to be pre-provisioned by the Telcos (need to confirm the requirements for Australia). Once provisioned by the Telco, it is feasible that you could use the sales rep's  direct number as the sender ID.

  • Admin
    SARAH CALVERT commented
    October 09, 2018 23:25

    Hi Karen,

    You should be able to send outgoing SMS messages using mGage's Gateway SMS API and use the "spoof_From" field to specify the sales person's long number. When the contact receives the SMS, they can reply back to that SMS and it will go directly to the sales person. Or, the contact can call the sales person by selecting "call the Sender" option from their handset.

    The details of the SMS Gateway SMS API are available here:
    https://developer.ibm.com/customer-engagement/docs/watson-marketing/ibm-engage-2/watson-campaign-automation-platform/managing-sms-messages/using-gateway-api-send-sms-messages-external-system/

    Please note that this solution is not workable for all countries but it should work in Australia where unregistered numeric sender IDs are supported. As always, we recommend you try it and verify the solution meets the required use case before recommending to a client.

    Regards,

    Sarah

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    October 24, 2018 04:02

    I am aware the API can be used but the client who had this requirement did not want to build a custom solution using the API.

    We can personalise the from name with email so am simply asking that we can do the same with sender ID for SMS. Understanding of course that the relevant sender ID's need to be requested and setup prior to being available for use.

    The example I gave below was being able to personalise with the account managers mobile number so replies would go directly to the account manager. 

  • Admin
    SARAH CALVERT commented
    October 29, 2018 22:11

    Have you tried creating an SMS program and using the sales rep's phone #as theSender ID (Originator)? This would require you to create a unique program for each sales rep, but I would expect this to work.