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Bulk-SMS Conversations

Bulk SMS Conversation

Introduction

Bulk SMS functionality is used to send messages in bulk to multiple customers. To enable this, the following components are required:

  1. SMS-enabled tracking number
  2. Agent/User ring-to number
  3. Customer number
  4. Message to be sent to the customer

Steps to Configure Bulk SMS Functionality

  1. Register the campaign to enable Bulk SMS functionality.
  2. Add an SMS-enabled tracking number through which messages will be sent.
  3. Go to the SMS Conversation Module and download the sample CSV file.
  4. Fill the CSV file with accurate details and upload it using the upload functionality.
  5. Once uploaded, the file will appear under the Bulk SMS Conversation List.

    Notes

    • To reply to SMS, users can use the SMS portal in CAI.
    • If they prefer replying from their agent’s cell phone, they must ensure that there are enough numbers available in the pool to receive messages.

    File Management & Filtering

    Once the file is uploaded to the Bulk SMS Conversation List, users can filter the files using:

    • Bulk CSV ID
    • Bulk CSV Name
    • CSV Status
    • Upload Date

    Viewing Conversations

    Clicking on a file displays a grid with the following details:

    • Conversation ID, Tracking Number, Agent Number, Recipient Number, Text Message, Status, Error Message

    By clicking on a Conversation ID, the user is redirected to the Conversation Details page, where they can view:

    • Transcription
    • First Response Time
    • Average Response Time

    Users can also:

    • Add tags to the conversation
    • Comment on the conversation
    • View Caller and Agent Information

    FAQs:

    • What is the Bulk SMS Conversation feature?
       Bulk SMS lets you send messages to many customers at once and track their replies in one place. It helps you manage large-scale communication quickly and easily.
    • What do I need to start using Bulk SMS?
      To use this feature, you’ll need:
    • An SMS-enabled tracking number
    • An agent’s number (for replies)
    • Your customers’ phone numbers
    • The message you want to send
    • How do I set up a Bulk SMS campaign?
    1. Register your campaign in the platform.
    2. Add an SMS-enabled tracking number.
    3. Download the sample CSV file provided.
    4. Fill it with your customers’ details and message content.
    5. Upload the completed CSV to start sending messages.
    • What format should the CSV file follow?
       Please use the sample CSV template provided in the platform. Make sure all required fields (such as customer number and message text) are filled out correctly.
    • Can I schedule a Bulk SMS campaign for later?
       Currently, Bulk SMS messages are sent immediately once your CSV file is uploaded. Scheduling may be added in the future.
    • How do I know if my Bulk SMS file has uploaded successfully?
       After uploading, your file will appear in the Bulk SMS Conversation List. You’ll see details such as the file name, status, upload date, and any errors.
    • What does the CSV file status mean?
    • Processing – Your messages are being sent.
    • Completed – Your messages have been sent successfully.
    • Failed – Something went wrong. Check the error message to fix it.
    • Can I reply to customer responses?
       Yes! You can reply directly in the SMS portal inside the platform. If you prefer, agents can also reply from their phones (as long as there are enough numbers available in your number pool).
    • What happens if my agent replies from their personal phone?
       Replies will only go through if your number pool has available SMS-enabled numbers. If not, the reply may fail. We recommend replying through the SMS portal for reliability.
    • How do I track conversations from a bulk campaign?
       Click on the uploaded file in your Bulk SMS Conversation List. You’ll see a grid with all messages and their details. To see a specific conversation, click on its Conversation ID.
    • Can I filter or search for my Bulk SMS campaigns?

       Yes, you can filter campaigns by:
    • Bulk CSV ID
    • File name
    • Status
    • Upload date
    • What details can I view in an individual conversation?
       In the Conversation Details view, you can see:
    • The full message transcription
    • First and average response times
    • Agent and customer information
    • Tags and comments
    • What should I do if my file upload fails?
       Check the error message shown for your file. Common issues include:
    • Wrong CSV format
    • Missing required fields
    • Invalid phone numbers

    Fix the errors and try uploading again.

    • Is there a limit on how many messages I can send at once?
       There may be account or carrier restrictions on how many SMS messages you can send in one upload. Please check with your account manager if you’re unsure of your limits.
    • Will my customers know the message is from my business?
       Yes. Messages are sent from the SMS-enabled tracking number you set up, so your customers will always see a consistent business number.