Text Message - Set up the channel

1. Channel activation

To use the Text Message channel, you should have the channel activated in your iAdvize account. Please contact your CSM if it isn't already done.

2. Set up the channel

Add your Text Message channel account directly in the iAdvize administration by this way : 

Engagement > Settings > Text Message 


Then click on Add a new phone number. Label for your number and select the country where the number will be use. Then click on Generate a number.


NB : Text Messages must be exchange between visitors and agents from the same country.

3. Create a SMS campaign

To receive SMS conversations, please create a targeting rule, which you can name "SMS". To do this, go to Engagement > Campaigns > Create a targeting campaign.

After naming your campaign, select SMS in Third Party Messaging App.



4. Create a rule

After selecting your campaign objective (and creating a targeting rule if applicable), you will proceed to the step of creating a filtering or listening rule to retrieve conversations from that channel. Click on "Create a rule".

4.1 Create a targeting rule


  • Define the name of your rule
  • Then, add conditions for receiving messages from the channel



  • Save your campaign as well as the created listening rules by clicking on "Save".



⚠ If you wish to retrieve all messages, please make sure to use a * in "contains (with wildcards)".


4.2 Create an hourly filter rule

Adding a time filter allows you to set up a differentiated treatment of conversations according to their creation date/time.

This type of rule can allow you to set up a specific distribution from 9am to 8pm and another distribution from 8pm to 9am. Or even the week/weekend.

How to do it ?

  • Define the name of your listening rule (for example "Opening Hours")
  • Then, in the list of conditions choose the slots you want

Filter Hour

Filter Day

warning If you choose to filter conversations by time slots, make sure you cover the 24 hours of a day! If a time slot is forgotten, all messages received in that slot will not be sent to your advisors' desks.

The same is true if you choose to filter by day of the week: don't forget one!

Example : I want to create a targeting rule for messages from 8:30am to 8pm. And another one for the rest of the day.

1/ I create a rule that I call "Hours worked".
2/ In the conditions menu I click on "Time".
3/ I create a condition Hour "greater than" 8:30. I validate.
4/ I create a second condition Hour "smaller" than 20:00. I validate.

I validate this first targeting rule.
5/ I create a targeting rule that I call "Non working hours".
6/ In the conditions menu I click on "Time".
7/ I create a condition Time "greater than" 20:00. I validate.
8/ I create a second condition Hour "smaller" than 08:30. I validate.
I validate this second targeting rule.

The 24 hours of a day are covered, everything is good.
I continue my configuration.
Good to know :
  • The defined times and days follow the project time zone (sid). You can check/edit the time zone of your project in Profiles > My Projects.
  • It is possible to combine day and time filters. Be careful to cover all days of the week and all hours.


5. Add your rule to a routing rule

Then include the SMS rule in an existing distribution rule (or create a new one, depending on your needs).

To do so, go to Engagement > Distribution.



6. Create a notification for SMS

Please consult this article "Create your notifications in the iAdvize platform".