Dialogue - New Template

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Dialogue - New Template

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Overview

 

Create a Dialogue template. A template must be set up before any Dialogue conversation can be initiated.

 

 

 

Click the 'Dialogue' tab at the top of the interface to open the 'Dialogue' menu.

 

Click 'New Dialogue Template', to open the 'New Dialogue Template' screen.

 

 

 

Description

 

New Dialogue Template

                             


 

 

Details

 

 

Name

 

Identifier for the template. This will help you find it in reports and summaries.

Description

 

Optional information to help identify the template, if required.

 

Dialogue Trigger Number

 

A Dialogue group chat session begins when the first participant, or 'Initiator', sends an SMS to this number.

 

A dedicated (or 'non-pool') number is usually provisioned for the purpose of creating Dialogue chat sessions. Only one Dialogue session can be active at a time per number.

 

State

 

Indicates whether the Dialogue is 'On' or 'Off' i.e. whether participants can join or not.

 

Default: ACTIVE

 

Time to Live

 

The total amount of time (in seconds) that the Dialogue chat session will stay active for.

 

The session will be terminated once this period has expired, regardless of whether the chat is still active - therefore, the Time to Live should account for the maximum expected duration of a chat session.

 

Default: 0 - this value MUST be changed to a valid time period - leaving as '0' will cause the session to time out.

 

e.g.

 

30 min = 1800 seconds

1 hour = 3600 seconds

2 hours = 7200 seconds

 

Privacy

 

Determines whether the Dialogue is one-on-one, or open to multiple participants.

 

PRIVATE - as soon as the first participant joins by sending Accept Keyword, all other invitees get a message containing the Private Dialogue Notification text, and the session is closed to them.

 

PUBLIC - the session remains open for all invitees until it it is closed or expired, or until they send the Decline Keyword. This setting should be used for any group chat sessions involving more than 2 participants.

 

Default: PRIVATE

 

MO Keyword

 

The trigger for sending Dialogue SMS invitations to participants.

 

As soon as someone (i.e. initiator) sends this keyword to the Dialogue Trigger Number, an SMS is sent from SOPRANO MEMS to all pre-configured participants.

 

The content of the SMS invitation can be customised for every participant in the Invite Content field of their details.

 

 

 

Note: Dialogue does not support regular expressions in MO keywords - content must be explicit.

 

 

 

Timezone Open Hours

 

A control which determines the times when a Dialogue can be active.

 

Timezone Open Hours profiles must be set up by an Administrator in Company Setup before they are visible here. Click here for more information.

 

Accept Keyword

 

The trigger for joining a Dialogue chat session.

 

When a participant replies to an SMS invitation with this keyword from their mobile device, they are added to the active Dialogue session, and all other participants can see their messages.

 

Process flow:

 

1.Initiator sends MO keyword to the Dialogue Trigger Number;

 

2.SOPRANO MEMS sends SMS invitations to pre-configured participants;

 

3.Participant receives SMS invitation on their mobile device;

 

4.Participant replies to SMS invitation with Accept Keyword;

 

5.Participant is added to group chat session.

 

Accept Notification

 

When Privacy setting is 'PUBLIC' and any participant replies to an SMS invitation with the Accept Keyword from their mobile device, the 'Accept Notification' text will be sent to the initiator and any joined participants.

 

Decline Keyword

 

If a participant replies to an SMS invitation with this keyword from their mobile device, they are omitted from the session and can no longer join.

 

Decline Notification

 

If a participant replies to an SMS invitation with the Decline Keyword from their mobile device, the 'Decline Notification' text will be sent to all other participants.

 

Close Keyword

 

If any participant in an active Dialogue group chat sends this keyword to the Dialogue Trigger Number during the session, it will be closed for all participants, and the Close Notification will be sent.

 

Close Notification

 

If a participant in an active Dialogue group chat sends the Close Keyword during the session, the 'Close Notification' text will be sent to all participants, and the session will be closed.

Private Dialogue Notification

 

When Privacy setting is 'PRIVATE' and the first participant replies to an SMS invitation with the Accept Keyword from their mobile device, the 'Private Dialogue Notification' text will be sent and the session will be closed to all other participants.

Automated Response

 

When the Dialogue group chat initiator sends the MO Keyword to commence the session, the 'Automated Response' text will be sent to them.

Chat Template

 

Determines how group chat messages are structured once the Dialogue group chat session is activated.

 

A range of mail merge variables can be used in this template. These will be substituted for the matching field content (if found) in each new SMS message.

 

e.g. if 'Chat Template' content is:

 

'$sourceContactFirstName has sent $message';

 

and a participant (also a SOPRANO MEMS contact) named 'John' sends the SMS 'Hello Everybody', the delivered SMS might look like:

 

'John has sent Hello Everybody'

 

The full list of accepted variables can be viewed by hovering mouse cursor over tool tip icon next to field title.

 

 

 

 

Store changes and exit.

 

Cancel changes and exit.

 

Please note: A license may be required in order to view or use the above features.