SMS Management

Infinity can trigger SMS messages to be sent as a result of an action on an outbound call, such as a call recycle event or from data captured by the agent during discussions with the customer. It is also possible to create outbound campaigns that send SMS messages rather than dial phone numbers.

In particular, Infinity manage the following actions:

• Support sending of SMS messages using any SMTP gateway or via an API.
• Trigger an outbound SMS in response to a dialler event (e.g. when the dialler receives a “no answer” it could automatically send the customer an SMS asking them to call back).
• Trigger an email in response to a dialler event
• Import a calling list and assign it to SMS rather than to a calling team. This results in SMS messages being queued and sent for every number in the list (rather than dialled). No recycling takes place; a single message is just sent .