Automating SMS Notifications Using Five9 SBT

This article describes how to automatically send SMS notifications through the Five9 SBT provider based on various system events. It is organized into the following sections:

• Overview
• How to Access this Function
• How it Works

Overview

This feature enables the CRM to automatically send SMS notifications through the Five9 SBT provider based on specific system events, such as a change in settlement status. By ensuring the system correctly identifies your sender group, your delivery reliability improves, and your clients receive timely updates without manual intervention.

How to Access this Function

Admin tab > Settings > Triggers

1. Log in to your CRM account and click the Admin tab.
2. Click Settings and then Triggers in the Navigation Bar.
   
3. Locate the specific trigger event you wish to modify. In this example, we selected Settlement Status Change (see Item #1).
4. In the Setup Actions area, click the dropdown menu and select Send SMS (Item #2).

How it Works

The system now automatically includes the identification codes required by Five9 to process automated messages.

1. Select the Sender: Within the Setup Action settings, select a valid group or number in the From dropdown menu (see Item #3 above). To confirm your SMS group is configured to use the Five9 SBT provider, you can click on the "SMS" tab at the top of the page and select "Manage Groups" from the dropdown menu on the top left of the page.
   
2. Click "Save as New" to continue (see Item #4 above).
3. Automatic Validation: When the trigger event occurs, the system automatically verifies that your sender group is correctly configured with an External Group ID.

• Success: If the configuration is correct, the system sends the message. You can verify this by checking the Contact History as well as the SMS nested tab (both found in the Client Dashboard) that will contain logs of the event, which will display a message like this: 
  

• Failure: If the identification code is missing, the system stops the send attempt to prevent errors. A failure notification will then be created.

For further assistance, please reach out to support@setforth.com.

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