BurstSMS User Guide

Configuring the Message application in Eloqua:

1. Begin by logging into your Eloqua account
2. Create a Multi-Step Campaign under the campaigns button on your dashboard
   
3. Open a blank campaign

4. User will be directed to a new campaign canvas. To begin, drag and drop a ‘Segment Members’ step into the campaign canvas

5. Double click within the Segment Members step to select the desired audience

6. Click the arrow next to 'Campaign Steps' on the left of the page to view all available campaign steps
7. Scroll down to the bottom of the Campaign Steps list and drag the 'Burst SMS' application onto the campaign canvas
   
   
8. Double click the Message step on the campaign canvas and click the pencil icon on the pop window
   
9. A screen will appear that will take you to a login page for the Incindio platform
   
10. Login using Incindio platform credentials. Once logged in, the user will be taken to the first step of the Message app configuration screen
    
11. Begin by naming the configuration (the Configuration Name will be logged with all returning message data. This allows the user Configuration Name to easily sort, report, or segment on data in Eloqua)
12. Next, choose the corresponding Eloqua Instance from the dropdown menu by clicking the arrow in the Eloqua Credentials field

13. Select the Message type
    

14. Begin typing message copy will be created in the Message Content box. User may include Contact Fields and Custom Object Fields in the message content by selecting which fields in the corresponding dropdown menus. 
    
    When a field is selected, a token for that field will be added into the Message Content box. When the text message is sent, the token will be replaced with the data designated for each individual contact for that field.
    
    

    The application allows users to input web generated URLs into the Message Content:
    
    

    • Click the 'Web API Fields' dropdown to input a 'get_url' token into the Message Content box. It will look like this: 
      
      {{get_url:}}
      
      

    This get_url token will perform a HTTP GET request to the specified url and replace the entire tag with the content returned from the request.
    
    

    • Input the main request URL after colon in the token, like so:
      
      {{get_url:http://geturl.com}}
      
      

    NOTE: If any of the parameter values in the request url contain special characters (like question marks, ampersands, etc.) it is recommended to wrap those URL parameter values with the encode_url() function.  This is especially useful where one of the parameters to the main request contain a separate url (i.e. url shortening web api's). You add the encode_url() function around the URL parameter's value, like so: {{get_url:http://geturl.com/generate?longURL=encode_url(http://www.sample.com/landingpage)}}

     

    • User is now also able to pull contact or CDO fields into the URL, just add a CDO or Contact Field token into the URL. For example:

    {{get_url:http://geturl.com/generate?longURL=encode_url(http://www.sample.com/landingpage?SMS={{C_MobilePhone}})}}

     

    NOTE: When using the encode_url function, do not 'nest' it, meaning do not put an encode_url function inside of another encode_url function. 

15. Once the Message Content has been created can click 'Next' at the bottom of the page
16. In the next step select a phone number to send messages. Only phone numbers in the account will show in the list
    
    NOTE: Alphanumeric Sender ID is only available in specific countries, please click the 'BurstSMS support documentation' button for more information
17. Once a phone number is selected, click the 'Next' button
18. On the third step of the configuration, the user will create auto responses for this specific campaign. (Global Autoresponses are available to edit on the main dashboard)
19. In the first section, the user may enable a Default Auto Response. (When enabled, Default Auto Response Messages are delivered to a contact when they reply to messages sent by this configuration unless a specific auto response is triggered by a keyword. Default Auto Response messages may also be enabled for non-Eloqua contacts that send in messages to a specific 9-digit number or shortcode.) 
    
    
    NOTE: User may merge contact fields and input web generated URLs by choosing designated drop down menus - the inclusion of field merges in auto-responses will result in the app requiring the recipient of the auto-response to have previously been sent a message from the Message app
    
    
    
20. The second section allows you to create Keyword Auto Responses (The Keyword Auto Response will be delivered when a user replies with a specific keyword designated here.  Input the Keyword and Keyword Auto Response Message, then click 'Save  Response')                                                                                                                                                                                                                   
    NOTE: You're also able to merge contact fields and input web generated URLs by choosing designated drop down menus - the inclusion of field merges in auto-responses will result in the app requiring the recipient of the auto-response to have previously been sent a message from the Message app
    
    NOTE: Global Keyword Auto Responses are created by logging into app.incindio.com and selecting the 'Global Configuration' button in the Dashboard when managing the BurstSMS application - Global Keyword Auto Responses will oversee all Eloqua campaigns. The application will check for Global Keywords first before checking Keywords in a specific campaign
    
    NOTE: Keyword Auto Responses may be designated for specific phone numbers by logging into app.incindio.com and clicking the 'Phone Numbers' button in the Dashboard. Edit the phone number and connect that phone number to a specific pre-built configuration with the Keyword Auto Responses already created
    
    
    
21. Once all auto responses have been created, click the 'Next' button at the bottom of the page
22. On the last step of the configuration select the Eloqua Custom Object where all transactional data will be written. 
    
23. Under "MAP CONTACT FIELDS" select the Eloqua contact fields where Mobile Phone and Country are stored. The application will use Eloqua's "Country" field to append the appropriate country code.
24. Under "MAP CUSTOM OBJECT FIELDS" Select the proper CDO fields to store the corresponding data. (Note about field mappings: All outgoing and incoming messages for the BurstSMS application will be logged into this Custom Object. The Direction field will note whether it is incoming or outgoing. Status will provide either a “Successful” or “Failure” message and Status Message will provide details of the reason why the message failed. Message Sid is the BurstSMS message identifier, which is used for troubleshooting purposes)
25. Once you have mapped all of the fields, click 'Submit' at the bottom to save the configuration
26. To send a test message click the 'Test' button at the bottom of the configuration. Input the mobile phone number to be tested and click the 'OK' button
    
    
    NOTE: An Eloqua contact's email address may be used to send that contact's mobile phone number a test message

27. After clicking 'Submit' on the configuration you'll receive a green 'Success' message, and the configuration has now been completed. You can now drop contacts into the step and they will be sent the text message in the first 'Message Content' box
    
    Note: The following fields should be added to the BurstSMS CDO in Eloqua

    1. Configuration Name - Name of the Incindio configuration linked to the message
    2. Contact Email - Eloqua contact email of the recipient
    3. Message Content - The content send in the SMS
    4. Date Created - Date the SMS was sent
    5. To - The number the SMS message was sent to
    6. From - The number receiving the SMS message
    7. Direction - indicates if the SMS is incoming our outgoing
    8. Status - Current delivery status of message
    9. Status Message - further comments on Status from Burst
    10. Message SID - the Sender ID for each SMS

Administrative Features in the Incindio Platform

1. The user may configure settings for the SMS Application within the Incindio platform. To access the account, go to https://app.incindio.com
2. Login using Incindio credentials
   
3. Click the ‘Dashboard’ button on the left side of the page
4. Click the 'Manage' button to the right of the 'Message: BurstSMS' integration
   
5. A list of buttons will appear that allows you to configure your SMS Application
   

To Test an SMS Message

1. Click the checkbox next to the message you would like to test, and then click the 'Test' button
   
2. Enter the email address and/or phone number of the contact you would like to test, then click OK. (Note: Sending a test to only a phone number will only record the test for that specific phone number field. Sending a test through email address will record the test for the entire contact associated with that email address)
   
   

To View Your Account SID and Authorization Token

1. Click the ‘Authentication’ button 

To Edit a Phone Numbers' Auto Response

1. Click the ‘Phone Numbers’ button
2. Click the checkmark box next to a particular number, and click the ‘Edit’ button 
   
3. On the next page, you'll see an Auto Response Message field and a Configuration Mapping dropdown menu
   
   The Auto-Response Message field will be the text sent back to customers who text in to the selected phone number and are not attached to any campaign or configuration. 
   
   The Configuration Mapping dropdown lets you choose a specific pre-made configuration with Keyword Auto Responses to attach to the selected phone number.
   
   When someone texts in to a phone number listed in your account, this is the hierarchy the app will go through to send a response:
   

   -If the contact has received a text from a configuration in a campaign and has sent a keyword in the configuration, it will send that Keyword Auto Response
   -If the contact has not received a text from a configuration, the app will check for keywords in the configuration mapped to the phone number from the Edit Phone Number screen
   -The app will then check for Global Keyword Autoresponses in the 'Global Configuration' screen
   -If there are no Global Keyword matches, the app will check to see if there is a Default Auto Response from a configuration to send
   -If the configuration doesn't have an active Default Auto Response then the app will reply with the Default Auto Response found within the Edit Phone Number screen

   
   
   

4. Enter the Autoresponse Message or select the configuration you would like to map to the phone number, then click 'Submit'

To Create a New United States Phone Number

1. Click the ‘Phone Numbers’ button
   
2. If a number has previously been leased from Burst click "Add Leased Number"
   
3. Enter the number leased from Burst
   
   
4. Refresh the webpage and your new phone number should appear in the list below
   
   
5. If you have not previously leased a number from Burst the application will show a list of available numbers
   
6. Select the desired number from the "Available Phone Numbers" list and click "Lease Number

To Setup a Global Keyword Auto Response

1. Click the ‘Global Configuration’ button
   
2. Next, input the Keyword and Keyword Auto Response Message you would like to setup
   
   
   
   
3. To add multiple Global Keyword Auto Responses, click the ‘Add New Response’ button.  You also have the option of adding a Global Header. Any text in the Global Header textbox will appear at the top of all SMS messages sent through your Eloqua campaigns.                                                                                                                                                                                                                                   
4. User may add preset web API generated values. Simply click the 'Add Web API Field' button and input the correct information, then click 'Create' 
5. Once completed, click the 'Submit' button at the bottom