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.


NB : It is not possible to generate French numbers.

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 campaign.

After naming your campaign, select Inbound as a type of strategy :

Then, select Messaging apps as an entry point to engage your audience :

Finally, select SMS as a channel to engage your audience : 

4. Create a rule

Now, you can proceed to the step of creating a filtering rule to retrieve conversations from that channel. Click on "Add".

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 filtering rules by clicking on "Create".

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


To conclude, set your campaign objective

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 filtering 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 > Routing.

Then select routing rules and hit the green plus :


Add SMS as a targeting rule and select cascading as an assignation method :


To define the routing for each group, hit the "add routing groups" button. Then, click on the routing groups you want to add and hit the "add" button to confirm. To conclude, click on save to save your rule.


6. Create a notification for SMS

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