SMS Integration and Action

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Why Integrate SMS?

• Send appointment reminders to reduce no-shows.
• Deliver order updates and ticket confirmations instantly.
• Share promotional offers or discount codes with customers.

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1. Steps to Integrate

1. Open Integration Settings
   • Go to **Integration **section in your Manage Agent page.
   • Add a new integration. Select SMS.
   • Select Twilio as the operator and enter a name for your integration.
2. Get Twilio Credentials
   • Open the Twilio Console Dashboard to retrieve credentials.
   • Copy your Account SID (34- character alphanumeric identifier starts with AC) and Auth Token from the Account Info section.
   • Paste these into the integration form in Inya.
3. Choose Sender Type **Option A — Phone Number **to send messages from a fixed number for consistent branding.
   • In Twilio: Go to Develop → Phone Numbers → Manage → Active Numbers.
   • Select an active SMS-enabled number and paste it into Inya.
   • If you don’t have one, click Buy a Number in Twilio.
   **Option B — Messaging Service **to use a pool of numbers for sending SMS dynamically based on factors like location and compliance.
   • In Twilio: Go to Develop → Messaging → Services.
   • Copy the Messaging Service SID (starts with MG) and paste it into Inya.
   • If you don’t have one, click Create Messaging Service in Twilio.
4. Save
   • Click Save to complete the integration.

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2. Create an SMS Action

1. Navigate to Actions
   • Go to Manage Agents → Select Agent → Action Tab.
2. Create Action
   • Click + to open the Create Action card.
3. Fill in Details
   • Name: Use only letters, numbers, or underscores.
   • Description: Describe when the action should trigger.
     • Example: “Trigger this action when the user asks about available offers.”
4. Select Integration
   • Choose the Twilio SMS integration you set up earlier.
5. Choose Trigger
   • Post-Call: Executes after the conversation ends.
     • If Post-Call is selected, you can:
       • Add Variables (sent to the API).
   • On-Call: Executes during the conversation.
     • If On-Call is selected, you can:
       • Write a message in the Speak During Action section (what the agent says when executing).
       • Add Before API Call Variables (sent to the API). Create new variables or reuse existing ones to store dynamic values like names, order IDs, or dates.
       • Add After API Call Variables (received from the API).
6. Message Template
   • Enter the SMS content to send. Use variables for dynamic content.
   • Example: Hello {{user_name}}, your order {{order_id}} is on the way!

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3. Test Your SMS Action

1. Open Testing Mode
   • Go to Manage Agents → Select Agent → Test.
2. Start a Test Conversation
   • Speak or chat with your agent inside the test interface.
3. Trigger the Action
   • Ask the agent for similar instructions or keywords mentioned in the Action’s Description.
     • Example: If your description says “Trigger this when user asks about offers”, say “What offers do you have?”.
4. Check SMS Delivery
   • Confirm the SMS arrives at the configured number.
   • Ensure placeholders (e.g., {{user_name}}) are replaced with actual values.
5. Troubleshoot if Needed
   • Click on the more options on your created action card to see the View Logs option. You can check the Action Logs here.
   • Verify Twilio credentials and sender configuration.
   • Make sure the test number is SMS-enabled.
   • Review triggers, message template, and variables for errors.