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View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

How to Set up and use your SMS gateway in FocalScope

In addition to email and live chat, FocalScope provides additional communications channel using SMS. To enable SMS functionality in FocalScope, you will need to have an SMS provider (gateway). These are subscription-based SMS services that you can sign up for online and use in third-party applications, such as FocalScope. This article details how to set up an SMS gateway in FocalScope and how to create and send SMSs.


Setting up your SMS gateway

FocalScope comes preloaded with several popular SMS providers. These are subscription-based services, and you will have to sign up for one of them to use the SMS feature in FocalScope. If you already have an active subscription with one of these SMS providers, you can proceed to set it up in FocalScope as follows:

Please note, only one SMS provider can be in use at any time.

  1. In the [Main menu], select [Screen > Administration]
  2. Click the [Administration] tab
  3. Navigate to the [SMS Providers] folder
  4. In the right-hand pane, right-click and select [New]
  5. In the [SMS Provider Properties] window, fill in a [Name] for this profile
  6. In the [SenderID] field, enter a unique identifier for all SMSs sent through this SMS provider
  7. Continue by filling in the [Username] and [Password] given to you by your SMS provider
  8. Click [Ok] to save your newly created SMS provider

Figure 1 - Setting up your SMS provider

Creating and sending a new SMS message

  1. In the [Workspace] screen, click [New > SMS]
  2. Compose the SMS as you would any regular email, the only difference being that you will enter phone number(s) in the [To] field, as opposed to email addresses. SMSs are saved as tickets in FocalScope for easy auditing. Please note, the [Subject] of the SMS will not be sent out; it is only used for internal tracking

Figure 2 - Creating a new SMS

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