You can send an SMS to a specific customer, or to incoming calls that meet specific conditions.

This can help solve challenges such as the following.

• You want to stay in touch with a customer even when you couldn't reach them by phone, but you have no way to approach them other than calling
• You want to follow up with additional information during or after a call to build a better relationship with the customer, but you have no way to do so
• You want to reduce the number of inquiries that customers could otherwise resolve on their own

There are two ways to send an SMS: using MiiTel Phone, and using a Response Rule.

Send an SMS from the MiiTel Phone call history screen

You can send an SMS from the history of a call to a mobile phone number (070, 080, 090).

1. Launch MiiTel Phone and log in.
2. If MiiTel Phone is in Compact Mode, click to switch to Wide Mode. (Sending SMS is only available in Wide Mode.)
3. Click Call History.
4. Click the history entry for the mobile phone you want to send the SMS to.
5. Click Send SMS.
6. After configuring the following, click Send.

1From: Select the sender ID to use

2Body: If you use a template, set the name of the template to use

3In the input box that shows the placeholder "Enter the message here," type the message you want to send

Send an SMS from the MiiTel Phone in-call screen

You can send an SMS from the in-call screen during a call to a mobile phone number (070, 080, 090).

This feature is only available in MiiTel Phone Wide Mode.

1. While in Wide Mode, make a call to a mobile phone number. (Sending SMS is only available in Wide Mode.)
2. On the in-call screen, click the SMS tab.

3. After configuring the following, click Send.

   

1From: Select the sender ID to use

2Body: If you use a template, set the name of the template to use

3In the input box that shows the placeholder "Enter the message here," type the message you want to send

Send an SMS from the MiiTel Phone after-call screen

You can send an SMS from the after-call screen following a call to a mobile phone number (070, 080, 090).

This feature is only available in MiiTel Phone Wide Mode.

1. While in Wide Mode, end a call to a mobile phone number. (Sending SMS is only available in Wide Mode.)
2. On the after-call screen, click Send SMS.
3. After configuring the following, click Send.

1From: Select the sender ID to use

2Body: If you use a template, set the name of the template to use (Even if a sender ID is set in the template, you still need to manually set Sender)

3In the input box that shows the placeholder "Enter the message here," type the message you want to send

Send an SMS using a Response Rule

You can send an SMS by adding an SMS-sending action to a Response Rule.

For example, suppose your support phone line receives many inquiries that customers could resolve on their own.

In that case, you can create a Response Rule that combines IVR and SMS actions to send an SMS that encourages self-resolution, based on the IVR number selected.

Check SMS sending history

1. Open MiiTel Phone Analytics.
2. From the side menu, click SMS.
3. The list of SMS sending history is displayed. You can also narrow it down using the filter at the top of the screen. You can also check detailed sending results from Edit > Details.