The following permission:

  • Responses > All Permissions

The primary use for outbound SMS campaign templates is for Outbound SMS campaigns. You create the message content here and then apply it to any outbound digital campaign. For more information, see Create an SMS campaign.

To add an SMS campaign template message, follow these steps:

  1. Click Admin.
  2. Under Contact Center, click Canned Responses.
  3. Under Libraries, click the library where the response belongs.
  4. Click Add Response.
  5. In the Response Name box, type a meaningful name. Agents see this name.
  6. The Library list already contains the library that you selected in step 3. To specify a different library, click the name in this list. 
  7. For Response Type, enable Campaign SMS Template.
  8. In the Content box, type the content of your message template.
  9. (Optional) To create a new substitution, do the following:
    1. Click Import/Create and then Create Substitution.
    2. Type a name for your new substitution.
    3. (Optional) Type a description.
    4. To assign a default value for the new substitution, type the value in the Default Value box.
  1. (Optional) To use your contact list headings as substitutions, do the following:
    1. Click Import/Create and then Import Contact List.
      • This process imports the contact list headings so that you can use them as substitutions.
      • To replace your contact list substitutions with a different contact list, first click Delete for each existing substitution. Otherwise, Canned Responses appends your existing list with the new contact list headings.
    2. In the Select box, start typing the name of the contact list you want to import, and click it when it appears.
    3. Press Enter.
    4. Click Add Substitutions.
    5. In the Content box, place your cursor at the appropriate spot in your response.
    6. Under Insert Substitutions, hover over the substitution you want to add, and click Insert . When the system sends the response, Genesys Cloud replaces the substitution with the correct information.
    7. Repeat steps e and f as needed.
      Note: You can use up to 765 characters in your response. Substitutions add varying numbers of characters and could exceed that limit.
  1. To add an image to the template, click Attach Image.
    1. In the Attach Image box, under Response Asset Library, select the image. The image is attached to the template. The name of the attached image is displayed below the Content box. 
  2. Click Save.