Configure Receive Message

You need to configure a dedicated long code or short code to receive incoming SMS from end-users.

To configure a number for the Receive Message feature, perform the following steps:

1. Sign in to your kaleyra.io account.
2. Go to Channels and on the SMS card click Manage.

The Sender ID tab details appear.

3. Click Receive Message.
   The list of Receive SMS Configurations appears.

4. To configure a new Receive Message, click + New Configuration.

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Notes:

• From the Select Recipient Number drop-down, if you are selecting a shared short code, then the Default Configuration option gets disabled.
• The shared short code can be configured for multiple unrelated business organizations, but the keyword associated with shared short code cannot be shared by multiple accounts.

5. In the Select SMS Recipient section, enter the recipient VMN details in the following fields.

1. Select Recipient Number—Select a recipient number. This is the VMN configured to receive the SMS sent by your customers. This field is mandatory.
2. Keyword—Enter a keyword that you share with the customers to receive messages for an appropriate action.
   This field is mandatory for configurations other than the default configuration.
   If the default configuration is not in place, then it is necessary to include this keyword with your message to ensure successful message delivery. In the case of shared short code, the system will check that the keyword is not already in use for the same shared short code by another organization and that if so, an error will be thrown. The maximum keyword length for Receive Message is configured to 30.
3. Keyword Expiry—Select a date on which the keyword expires.
   This field is mandatory, for configurations other than the default configuration.
   When a keyword expires, the incoming messages with that keyword are not processed.

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Note:

You can use the Edit Configuration option in the Configurations section to add in the other details later.

6. In the Configuration section, enter the Receive SMS configuration details in the following fields. You can use one or more options in this section to take the appropriate actions based on your customers' preferences that are determined by the keywords.

7. Auto Reply—You can send an auto reply message to a customer whenever a message that has the matching keyword is received from the customer. You can either send the auto reply as soon as you receive a message or schedule it to be sent later.

1. Sender ID—Select a sender ID using which you want to send the response back to the customer.
2. Enter your text message here—Type the text that you want to send as a response to the customer. This field is mandatory.
3. SMS Route—Select the SMS route based on the SMS route based on the type of business transaction with the customer. For customers in the Indian region, the available SMS Types for which you can create a template are OTP, Transactional (TNX), Transactional DND (TXND), and Marketing (MKT). For Europe, America, and Singapore regions, only OTP and Default (to be used for Marketing and Transactional) message types are available. In some regions, like India, local laws may force you to use templates for your communications.
4. Template ID—Based on the region or country in which the account registration is made, the template ID field is mandatory (when the Auto Reply option is selected).
   For example, to send a message to a customer in India, you must select a template ID.

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   Note:

   The Template ID field appears only when you select a phone number from India to forward the message.

5. Reply Type—There are two types of Reply Type options. They are Instant Reply and Scheduled Reply.
   Instant Reply—Select this option, if you want to send an auto reply message immediately after receiving a message.
   Scheduled Reply—Select this option, if the reply message should be sent at a later date and time. Using the calendar icon, first select the date and the time to send the auto reply message.

8. Forward—You can configure to forward the received message text to another phone number or to an email address or to both along with the end-user phone number details.
   You can forward the phone number via SMS, Email, or SMS and Email.

SMS

Select the SMS option to view the SMS Details section.

Select SMS to forward the received message to a phone number of your choice using the SMS Details section fields:

1. Forward to— Select the phone number you want to forward to.
2. Sender ID—Select the sender ID using which the incoming SMS should be forwarded.
3. SMS Route—Select the SMS route based on the SMS route based on the type of business transaction with the customer. For customers in the Indian region, the available SMS Types for which you can create a template are OTP, Transactional (TNX), Transactional DND (TXND), and Marketing (MKT). For Europe, America, and Singapore regions, only OTP and Default (to be used for Marketing and Transactional) message types are available. In some regions, like India, local laws may force you to use templates for your communications.
4. Template ID—Based on the region or country in which the account registration is made, the template ID field is mandatory (when the Auto Reply option is selected).
   For example, to send a message to a customer in India, you must select a template ID.

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Note:

The Template ID field appears only when you select a phone number from India to forward the message.

Email

Select the Email option to forward the received message to an email address of your choice; the Email Details section appears.

The Email Details section has the following field:

1. Email Forward —Enter the email address you want to forward the received message to.

SMS and Email

Select SMS and Email option to forward the received message both to a mobile number via SMS and to an email address of your choice.

The SMS Details section has the following fields:

1. Follow step1 to step 4 of SMS Details section for Forward to, Sender ID, SMS Route, and Template ID fields description.
2. Email Forward —Enter the email address you want to forward to.

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Note:

You have both Forward to and Email Forward fields available in the SMS and Email option.

9. Trigger URL— Select this option, if you want to use a trigger URL (webhook URL) to track the messages received and the responses sent back to the customer.

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Notes:

• You can configure the trigger URL (webhook) or a callback profile ID to receive notifications for all the mobile originated (MO) messages or by the specific keywords.
• For keywords specific to the MOs, create new configurations that include the keyword and the webhook URL as described in the following Trigger URL steps.
• For all the MOs, create a default configuration (without the keyword) and the webhook URL as described in the trigger URL section.

10. Trigger URL—Specify the trigger URL for the GET method.

1. The URL must be in the format:
   Example: <http://website.com/api.php?mobile={mob}&message={message}>
   The URL must contain the mobile number and the message.
2. Request Body—Enter the request body for the POST method that includes the message and the mobile number of the customer.
3. Request Type—Specify the request type for the content. ‘application/json’ request type is supported.

OR

Callback ID—Select this option, if you already have a callback profile created.

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Note:

Make sure to refer to a callback ID created for the POST method to capture the MO message body.

For more information on how to create callback profiles, see Callback Profiles

11. Select Subscribe toggle button to set the VMN with the specified keyword as subscribe configuration. A recipient will still receive messages if that number is utilized in a campaign even if it is not subscribed or unsubscribed. You only need to provide the brand with the option to collect explicit subscription or unsubscription, but it is up to the brand to use this information.
12. Select Unsubscribe toggle button to set the VMN with the specified keyword as unsubscribe configuration. The Unsubscribed end-user will not receive any more messages from either the specified sender ID or from all sender ID according to your configuration.
13. Click Save to save the settings once you make any changes.

You can select one of the Configured Sender ID or All Sender IDs toggle options in a single configuration.

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Note:

• The Reply Type scheduling applies only when the keyword is valid.
• The forwarded SMS messages are listed on the Channels > SMS > Analytics page.
• Based on the keyword and the actions that you have defined on the configuration page for a VMN, it is up to the brand to use this information to provide or not to provide the service.