Today, when a customer's Kaisa number receives an inbound SMS, it's handled automatically by our systems and if possible, forwarded to the receiving number we are masking. However this is not always possible, either because of restrictions by the receiving carrier or the nature of the number (if the destination number for the customer is a landline or a number that cannot handle an sms). 

With this feature enabled, that SMS instead becomes a trigger the customer can build automation around in Kaisa's Engagement Builder. A few examples of what that unlocks:

• Forward the SMS. Relay the message on to the dealer's real number using an alphanumeric sender name (e.g. KaisaSMS) instead of trying to forward the sms which may not always work.

• "This number doesn't accept SMS." Auto-reply to anyone texting a number that isn't meant to receive texts (e.g. a call-tracking number), telling them to call instead.

• Notify an agent. Ping the assigned agent (email, webhook to Slack/CRM, etc.) so a real person follows up instead of the SMS going unanswered.

• Log to a CRM. Send the message to the customer's CRM via webhook so it shows up alongside the rest of that lead's activity.

   

What's available?

Every trigger event carries a payload — the data behind it. For an inbound SMS, it includes details such as the sender phone number, the Kaisa number, the receiver, the contents of the message or how many parts it contains (as sms have character limits and longer messages are automatically split into parts). 

 

You can then set it as a trigger in the Engagement Builder. 

 

 

from_nr, end_nr, and sms_parts can be used as a criteria (e.g. only trigger for a specific number) or as a macro to personalize a reply, email, or webhook. event_data (the message text) is macro-only — it's not available as a criteria to filter on. 

Macros are written as {{ field }}:

Worked example: forwarding to the dealer

A common setup is to relay the inbound SMS straight to the dealer's real number instead of, or in addition to, an automated reply:

• Trigger: An inbound SMS is received — no audience/segment needed if it should apply to every inbound SMS.

• Delivery method: Send an SMS

• To: {{ end_nr }} — the dealer's real number

• From: an alphanumeric sender name, e.g. KaisaSMS — not the original sender's number, which carriers won't allow spoofing (i.e. impersonating the number when sent from Kaisa)

• Text message: From {{ from_nr }}: {{ event_data }}

The dealer then receives a text along the lines of:

From +46850925001:
Hello there.

(with an opt-out "STOP" link appended automatically by the SMS delivery method)

Where to find these sms afterwards? 

All these SMS will be available in our Explore report tool in the Workflow Runs tab. 

How to get started

This feature is not enabled by default, so if interested please do reach out to Support or to your Customer Success Manager to request it. 

Note: once enabled, we will no longer try to forward an sms to a recipient's number if sent to a Kaisa number, and instead a Workflow in the Engagement Builder will be needed. 

Any questions let us know!