Usage Scenario for Threading SMS Interactions

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Nick, a CSR in the Marketing Team at Worldwaves Inc, uses Talisma SMS to promote the sale of Cookwell microwave ovens.

Nick sends the following SMS message:

Worldwaves - best deals on Cookwell ovens. Your gran's favorite brand!

Nick sends the SMS message to 10 Contacts in Talisma who are shortlisted to receive the offer.

Nick must carry out the following steps in Talisma Client:

1.   Run a Filter to view the Contacts in the Contact Table View.

2.   Create the Cookwell Canned Response that is shared with the Marketing Team at WorldWaves.

The Media Property of the Canned Response must be set to SMS and the Canned Response must include the Interaction ID Property as a merge field.

Nick must not specify any other content in the Canned Response.

3.  Nick views the New SMS Message dialog box and types the SMS message in the SMS Message area.

Nick also types the following text on a new line:

Please add the text TLI#

4.  Nick inserts the Cookwell Canned Response immediately after the above text.

The complete text of Nick's SMS message is as follows:

Worldwaves - best deals on Cookwell ovens. Your gran's favorite brand!

Please type the text TLI#<<Interaction ID>> in your reply.

The following events occur in Talisma when Nick clicks Send in the New SMS Message dialog box.

1.  An Interaction is created in Talisma for each Contact to which Nick sends the SMS message.

2.  The ID of the Interaction is merged in the SMS message.

Example   When Jane, a Contact, receives the SMS message, it is displayed as follows: Worldwaves - best deals on Cookwell ovens. Your gran's favorite brand! Please type the text TLI#111123 in your reply.

When Jane's response SMS message is received in Talisma, it is threaded to Interaction 111-123, as Jane specified the text TLI#111123 in her response message.