Our October 2524th 2023 release, v2023.21, introduces two new Custom Alerts in your Dashboard. One for Customers entering your Fallback Campaigns, and one for newly created Customers who have not entered any Campaign. Within Playbooks, you now have the ability to select any destination for Send Text Controls based on a Customer Attribute of the string data type. Also within Playbooks, you can also utilize the new Extensible Channel Control, which will allow you to send through any channel you configure. Your Customer Trail has been upgraded to show the message name and description for email or SMS Events. Lastly, your Customer Trail will now also display the destination phone number for any SMS Events.
For additional information on these updates please read the Dashboard, Playbooks, Send Text Control, Extensible Channel Control, and Customer Trail sections of this article.
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The first update to Playbooks is the ability to configure an SMS to send to any string Customer Attribute. The second is the addition of Extensible Channel Controls, which allow you to send through any channel you have configured.
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In the past, all SMS messages would be sent to the value in your Customer’s Phone Attribute. If they happened to have another phone number, you would have had to create a solution that would overwrite the Phone Attribute. Now, the Send Text Control can be configured to send to any Customer Attribute of the string data type, allowing you to send to secondary phone numbers.
You can see the configuration ability to select another Customer Attribute in this image:
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Also referred to as “Bring Your Own Channel”, the Extensible Channel Control allows our Platform to integrate with other messaging service providers and channels. This feature extends the capabilities of the Platform to be truly omnichannel. Once configured, the Extensible Channel Control will allow you to send through integrate with any channel service that you configuremay want to utilize.
As an overview, the workflow looks like the following:
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In order to set up your channel, you will need to first make a call to the Symend API to create a Sender. It will use this Sender to determine where to make API callsPOST the API call which will be covered below.
After this is done, you will see it available as a channel in your Extensible Channel Control, pictured below:
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The proxy will then transform the Platform call channel information to the structure your 3rd party messaging service expects. The proxy will call your 3rd party messaging service, which will then deliver through your desired channel. Documentation and education sessions will be available in the near future, as will the capability to pass message events back into the Platform from your 3rd party service.
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Send Text Controls can now use any string attribute as the destination for the text message
All Send Text Controls will need to have a destination defined before publishing. All existing Send Text Controls have already been migrated
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