Messaging Services – Features

Messaging Services and Channels

SmartDialog’s messaging services allow you to use SMS, RCS, WhatsApp, and Email channels as described below.

SMS

RCS

One-Way Messaging Service

Two-Way Messaging Service

Group Messaging

Dialog Conversations

Sending Codes

NPS and Feedback Surveys

SMS Invoices and Mobile Billing

SMS Verification

One-Way Messaging Service

One-Way Communication Interfaces

One-way interface descriptions: https://openapi.arena.fi/
One-way interfaces: HTTPS REST, SMTP, SMPP
One-way messaging channels: SMS, RCS, WhatsApp
MT message delivery to end users
Mail-to-SMS: sending email as text message via SMTP API interface
SMS-to-Mail: sending text message to email

One-Way Communication Settings

Service settings configuration: DLR-URL, Client-ID service identifiers
Message delivery account settings configuration: IP address restrictions, MT message restrictions, country restrictions, username and password
Authentication: token-based OAuth2, PAT authentication, key authentication, SMS authentication usage
Integration with backend systems possible depending on messaging channel: Microsoft, Salesforce, HubSpot, Zapier, Liana, Enreach, Kayak

Sending One-Way Messages

Sending messages to Finland and abroad (verification separately by country)
Sender information configuration: alphanumeric, short code, long code number, WhatsApp number
Message sending channels: SMS, RCS, WhatsApp
Message character sets GSM 03.38 and UCS2, message concatenation
Scheduling outgoing messages, setting message validity period
Scalability for high message volumes
Option for fast, time-critical Priority messages
Option to send message as SMS fallback content if RCS or WhatsApp message delivery fails

Sending One-Way Messages

Message traffic monitoring and message traffic statistics
Message volume statistics monitoring for selected time period
Message log and DLR delivery receipt monitoring, delivery information and delivery error monitoring
Message log export to Excel or CSV file
Monthly billing reporting and service-specific message volume reporting

Two-Way Messaging Service

Two-Way Communication Interfaces

One-way and two-way interface descriptions: https://openapi.arena.fi/
One-way and two-way interfaces: HTTPS REST, SMTP, SMPP
Outbound messaging channels: SMS, RCS, WhatsApp
Inbound messaging channels: SMS, MMS, RCS, WhatsApp, Webhook, Facebook and Instagram Messenger
Mail-to-SMS: sending email as text message via SMTP API interface
SMS-to-Mail: sending text message to email
SMS-to-Webhook: forwarding incoming message to Webhook address and retrieving response message from Webhook address

Two-Way Communication Settings

Keyword and price category management
Routing MO messages to different URL addresses based on keyword
Forwarding incoming messages as scheduled summaries to email
Service settings configuration: DLR-URL, Client-ID service identifiers
Message delivery account settings configuration: IP address restrictions, MT/MO message restrictions, country restrictions, username and password
Authentication: token-based OAuth2, PAT authentication, key authentication, SMS authentication usage
Data encryption: access control roles and levels, content protection, option to fully protect data with encryption
Integration with backend systems possible depending on messaging channel: Microsoft, Salesforce, HubSpot, Zapier, Liana, Enreach, Kayak

Sending and Receiving Two-Way Messages

MT message delivery to end users and MO message delivery from end users
Sending and receiving messages to Finnish and international numbers
Sender information configuration: alphanumeric, short code, long code number, WhatsApp number
Message character sets GSM 03.38 and UCS2, message concatenation
Scheduling outgoing messages, setting message validity period
Scalability for high message volumes
Option for fast, time-critical Priority messages
Option to send message as SMS fallback content if RCS or WhatsApp message delivery fails
Messages can be received through different channels to the same service

Two-Way Communication Monitoring and Reports

Message traffic monitoring and message traffic statistics
MT/MO message volume statistics and message log monitoring for selected time period
Message DLR delivery receipt monitoring
MT/MO message delivery information and delivery error monitoring
Message log export to Excel or CSV file
Monthly billing reporting and service-specific message volume reporting

Group Messaging

Group Management

Creating and managing contact groups
Contact group can be saved permanently in the service or temporarily for the duration of message sending
Time-based and quantity-based restrictions can be set for group membership
Option to allow self-service joining or leaving the group
Configuring automatic reply messages

Contact Management

Individual contact addition and removal
Importing contacts to group and downloading from service as CSV file
Importing contacts via user interface, via interface, or as integration from cloud software
Phone number or email address as contact identifier
Contacts can have any number of custom data fields
Contact segmentation within group is possible

Message Sending Settings

Messages to Finland and abroad
Message sending channels: SMS, RCS, WhatsApp, Email
Sender can be alphanumeric sender, own number, or shared number
Numbers used: short code, long code number, WhatsApp number
Sender information: SMS Sender ID, RCS agent, WhatsApp identity
Message character sets GSM 03.38 and UCS2, message concatenation
Option for fast Priority messages
Option to send message as SMS fallback content if RCS or WhatsApp message delivery fails
Opt-out management
You can enable replying to sent messages
Campaign sending operations through customer service if needed

Message Sending Content

Message content personalization
SMS message template storage, management, and utilization in message sending
WhatsApp message template ordering, storage, and utilization in message sending
WhatsApp message templates can include media files and quick reply buttons
Option to add prefixes to message sending
Option to add regular links and shortened links to message sending
WhatsApp message content: text, image, audio, video, file, Call-to-Action, Quick-Reply functions
RCS message content: text, image, audio, video, file, reply buttons, action buttons, selection lists, product cards, card carousels
Message sending review and message preview before sending

Message Sending Content

Sending messages to individual contacts and contact groups
Sending messages to permanent or temporary contact groups
Sending messages to entire group, segmented portion of group, or separately selected group contacts
Individual recipients can be added to message sending in addition to contact group
Email-to-SMS-Group: sending email as SMS message to group
Sending messages from SmartDialog user interface or via CRM integration
Option to send messages to group directly from your own phone
Sending messages immediately or scheduled, option for time-distributed sending
Automatic marketing prohibition check during sending
Message resending to same contact group or selected contacts

Message Sending Monitoring and Reports

Message traffic monitoring and message traffic statistics
Group-specific message sending review and reporting
DLR delivery receipts, delivery information and delivery error monitoring
Monthly billing reporting

Dialog Conversations

Dialog Service Settings

Dialog service information review
Messaging channels: SMS, WhatsApp, Facebook and Instagram Messenger
Numbers used in service: long code number, WhatsApp number
Starting conversation either by sending message or replying to message
Send SMS or WhatsApp message that customer can reply to
Reply to incoming SMS, WhatsApp, Facebook, or Instagram Messenger message

Receiving Messages in Dialog Service

Receiving messages in service via SMS, WhatsApp, Facebook, or Instagram Messenger message
Option to receive messages via web form
Option to receive messages via QR code
Incoming message content can be text, images, or media files
Grouping incoming messages by service
Replying to incoming message and starting conversation

Dialog Conversation Management

Starting conversation either by sending message or replying to message
Option to attach media files to WhatsApp messages
Conversation search by phone number
Customer conversation history review
Conversation progress monitoring and sorting by status: new, read, replied, closed
Conversation sorting by time, service, or person
Open conversation can be returned to and continued within 24 hours
Multiple simultaneous dialog conversations
User’s own conversations and conversations shared with team
Conversation can be transferred to another user

Dialog Conversation Monitoring and Reporting

Service-specific and user-specific conversation monitoring
Conversation status-based monitoring (new, read, replied, closed)
Email, SMS, UI notifications for incoming and transferred messages
Detailed message traffic monitoring by messaging channels: sent messages, incoming messages, conversation messages
Monthly billing reporting

Sending Codes

Code Service and Code Management

Code service interface descriptions: https://openapi.arena.fi/
Creating code service and generating codes in service
Code service messaging channels: SMS, RCS, WhatsApp, Email
Code types: customer-specific prefixes or R-kiosk gift codes (gift code orders from Arena Interactive customer service)
Automatic prefix generation in code service possible
Saving codes to code service individually or as CSV file
Downloading selected codes from service as CSV file

Code Distribution

Sending codes to Finnish and international numbers
Sending codes individually or to selected groups from user interface
Sending codes via SMS, RCS, WhatsApp, Email messages
Code sending also possible as Arena Interactive operated service
Combining codes with one-way messaging service messages
Combining codes with two-way messaging service reply messages
Combining codes with response triggers defined in NPS and survey services
Option to set quantity-based restrictions and user-specific restrictions for code distribution
Sender information configuration: alphanumeric, short code, long code number, WhatsApp number

Code Monitoring and Reports

Code distribution monitoring and statistics
MT/MO message volume statistics monitoring for selected time period
Message log and DLR delivery receipt monitoring
Message log export to Excel or CSV file
Monthly billing reporting and service-specific message volume reporting

NPS and Feedback Surveys

Survey Service Settings

Survey service interface descriptions: https://openapi.arena.fi/
Survey service interfaces: HTTPS REST
Survey service messaging channels: SMS, Email
Survey message delivery to end users and response message reception from end users
Retrieving survey message contacts to service at defined times
Contact data collection: HTTPS, SFTP
Contact data supported file formats: JSON, CSV
Multiple ready-made integrations for importing data from customer systems

Sending Surveys

Sending and receiving SMS messages to Finnish and international numbers
Sender information for SMS surveys: short code, long code number
Sender information for Email surveys: email address
Sender information for SMS form surveys: alphanumeric, short code, long code number
Scheduling survey messages: sending cycle, days, times
Sender-specific and recipient-specific restrictions for message sending

Survey Content

Survey Content
SMS surveys: SMS survey messages, chaining multiple questions also possible
Email surveys: email contains link to survey form
SMS form surveys: SMS message contains link to survey form
Survey form can be general or contain customer-specific identifiers
Message character sets GSM 03.38 and UCS2
Survey content definition: message templates, personalization, links, response options

Collecting Survey Responses

Response time definition: how long message can be replied to
Response message content definition: numbers, characters, open responses
Response message triggered action definition: score triggers
Reply message content definition for responses
Response message forwarding in CSV/JSON format
Response message forwarding: HTTP, SFTP, Email
Receiving responses from survey form as CSV file

Survey Results Monitoring

Collecting and delivering responses from survey form
Compiling reporting data: JSON, CSV format
Reporting data sending: HTTPS, SFTP, Email
Scheduling reporting data sending: sending cycle, days, times
Real-time response monitoring in user interface

Survey Reporting

Message traffic monitoring and message traffic statistics
MT/MO message volume statistics and message log monitoring for selected time period
Message DLR delivery receipt monitoring
MT/MO message delivery information and delivery error monitoring
Message log export to Excel or CSV file
Monthly billing reporting and service-specific message volume reporting

SMS Billing and Mobile Payment

SMS Billing Interfaces

SMS billing interface descriptions: https://openapi.arena.fi/
SMS interfaces for sending and receiving messages: HTTPS REST
Inbound and outbound messaging channel: SMS

SMS Billing Settings

MO and MT billing with options provided by numbers and operators
SMS MO billing: end user sends premium text message to service
SMS MT billing: end user replies with premium text message to received SMS message
Keyword and price category management in services
One-time purchase amount €0–50, payment via phone bill
Routing MO messages to different URL addresses based on keyword
Forwarding incoming messages as scheduled summaries to email
Data encryption: access control roles and levels, content protection

SMS Billing Message Sending and Receiving

MT message delivery to end users and MO message delivery from end users
Sending messages to Finnish and international numbers
Receiving messages from Finnish subscriptions to short codes
Sender in MO/MT billing services: short code
Message character sets GSM 03.38 and UCS2, message concatenation
Scheduling outgoing messages, setting message validity period
Scalability for high message volumes

SMS Billing Monitoring and Reports

Message traffic monitoring and message traffic statistics
MT/MO message volume statistics and message log monitoring for selected time period
Message DLR delivery receipt monitoring
MT/MO message delivery information and delivery error monitoring
Message log export to Excel or CSV file
End user billing and settlements to customer related to message delivery
Monthly billing and revenue reporting, service-specific message volume reporting

Mobile Payment Settings and Reporting

One-time purchase amount €0–50, payment via phone bill
Works on Finnish mobile subscriptions via mobile data connection
Operator query verifies that device is on mobile connection
Option for payment transaction refunds if needed
Monthly billing and revenue reporting, service-specific message volume reporting

SMS Verification

SMS Authentication Interfaces

SMS authentication interface descriptions: https://openapi.arena.fi/
SMS authentication interfaces: HTTPS REST
Interfaces enabling two-factor authentication
Send Code API: generates identifier and sends it to specific phone number
Verify Code API: sending authentication code and verifying code correctness

SMS Authentication Settings

Message delivery account settings configuration: address, message, country restrictions, username and password
Authentication: token-based OAuth2, PAT authentication
Integration with backend systems possible: Azure Logic App, Zapier

SMS Authentication Message Sending

Sending SMS authentication messages to Finland and abroad
Sender information: alphanumeric, short code, long code number
Message content: one-time password OTP-password
Code length and validity settings can be configured
Message character sets: GSM 03.38 and UCS2
SMS authentication messages are sent as Priority messages

SMS Authentication Monitoring and Reports

Message traffic monitoring and message traffic statistics
Message volume statistics monitoring for selected time period
Message log and DLR delivery receipt monitoring, delivery information monitoring
Message log export to Excel or CSV file
Monthly billing reporting and service-specific message volume reporting