Messaging services – features

Messaging services and messaging channels

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

SMS

RCS

1-way messaging service

2-way messaging service

Sending messages

Dialog conversations

Sending codes

NPS and opinion surveys

SMS and Mobile billing

SMS verification

1-way messaging service

1-way messaging API

1-way API descriptions: https://openapi.arena.fi/
1-way API: HTTPS REST, SMTP, SMPP
1-way messaging channels: SMS, RCS, WhatsApp
Delivering MT messages to the end user
Mail-to-SMS: sending email as a text message via SMTP API
SMS-to-Mail: sending a text message to an email

1-way messaging settings

Configuring service settings: DLR-URL, Client-ID service identifiers
Configuring messaging account settings: IP address restrictions, MT message restrictions, country restrictions, username and password
Authentication: token-based Oauth2, PAT authentication, key authentication, using SMS verification
Integration with other systems possible depending on messaging channel: Microsoft, Salesforce, HubSpot, Zapier, Liana, Enreach, Moontalk, Kayak

Sending 1-way messages

Sending messages to Finland and abroad (check separately for each country)
Specifying sender information: alphanumeric, short code, long code, WhatsApp number
Messaging channels: SMS, RCS, WhatsApp
Message character sets GSM 03.38 and UCS2, message chaining
Scheduling messages possible, defining message validity periods
Scalability for large message volumes
Possibility of fast, time-critical priority messages
Possibility to send a message as SMS fallback message content if RCS or WhatsApp message delivery fails

1-way messaging monitoring and reports

Tracking and statistics of message traffic for shipments
Monitoring message volume statistics for a desired period of time
Monitoring of message log and DLR delivery receipts, tracking of delivery information and delivery errors
Export message log to Excel or CSV file
Monthly billing reporting and service-specific message volume reporting

2-way messaging service

2-way messaging API

1-way and 2-way API descriptions: https://openapi.arena.fi/
1-way and 2-way API: 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 a text message via the SMTP API
SMS-to-Mail: sending a text message to an email
SMS-to-Webhook: forwarding an incoming message to a Webhook address and retrieving a return message from the Webhook address

2-way messaging settings

Managing keywords and price ranges
Directing MO messages to different URLs based on a search term
Forwarding incoming messages as scheduled batches to email
Configuring service settings: DLR-URL, Client-ID service identifiers
Configuring your messaging account settings: IP address restrictions, MT/MO message restrictions, country restrictions, username and password
Authentication: token-based Oauth2, PAT authentication, key authentication, using SMS verification
Data encryption: access rights roles and levels, content protection, the ability to completely protect data with encryption
Integration with other systems possible depending on the message channel: Microsoft, Salesforce, HubSpot, Zapier, Liana, Enreach, Moontalk, Kayak

Sending and receiving 2-way messages

Delivering MT messages to end user and MO messages from end user
Sending and receiving messages to Finnish and foreign numbers
Specifying sender information: alphanumeric, short code, long code, WhatsApp number
Message character sets GSM 03.38 and UCS2, message chaining
Scheduling messages to be sent, defining message validity periods
Scalability for large message volumes
Possibility of fast, time-critical priority messages
Possibility to send a message as SMS fallback message content if RCS or WhatsApp message delivery fails
Receiving messages possible through different channels to the same service

2-way messaging monitoring and reports

Messaging monitoring and messaging statistics
Monitoring MT/MO message volume statistics and message log for a desired period
Tracking DLR delivery receipts for messages
Monitoring MT/MO message delivery information and delivery errors
Export message log to Excel or CSV file
Monthly billing reporting and service-specific message volume reporting

Sending messages

Managing groups

Creating and managing contact groups
A contact group can be saved to the service permanently or temporarily for the duration of the message sending
Time and quantity restrictions can be set for group participation
Possibility to allow self-joining or leaving a group
Setting up automatic return messages

Contact management

Adding and removing contacts individually
Importing contacts into a group and downloading them from the service as a csv file
Import contacts via the user interface, via a frontend, or as an integration from cloud software
Contact identification information such as phone number or email address
You can set any amount of customer-specific information for contacts
Segmentation of contacts within a group is possible

Message sending settings

Messages to Finland and abroad
Messaging channels: SMS, RCS, WhatsApp, Email
The sender: alphanumeric sender, private number, or shared number
Numbers to use: shortcode, longcode, WhatsApp number
Sender information: SMS Sender ID, RCS agent, WhatsApp identity
Message character sets GSM 03.38 and UCS2, message chaining
Possibility of fast priority messages
Possibility to send a message as SMS fallback message content if RCS or WhatsApp message delivery fails
Opt-out management
You can enable replying to a sent message
If necessary, campaign sending operations through customer service

Message content

Personalization of message content
Saving, managing and utilizing SMS message templates in messaging
Ordering, saving and using WhatsApp message templates in messaging
WhatsApp message templates allow the use of media files and reply buttons
Ability to add prefix codes to message sendings
Ability to add regular links and shortened links to message sendings
WhatsApp message contents: 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
Reviewing a message delivery and previewing the message before sending

Sending messages

Sending messages to individual contacts and contact groups
Sending messages to permanent or temporary contact groups
Sending messages to the entire group, a segmented part of the group, or to separately selected group contacts
In addition to a contact group, you can add individual recipients to a message sending
Email-to-SMS-Group: sending an email as an SMS message to a group
Sending messages from the SmartDialog API or via CRM integration
Ability to send messages to the group directly from your phone
Sending messages immediately or on a scheduled basis, possibility of time-phased sending
Automatic checking of marketing prohibitions upon submission

Message tracking and reports

Dialog conversations

Dialog service settings

Viewing dialog service information
Messaging channels: SMS, WhatsApp, Facebook and Instagram Messenger
Numbers used in the service: longcode number, WhatsApp number
Starting a conversation by sending a message or replying to a message
Send an SMS or WhatsApp message that the customer can reply to
Reply to an incoming SMS, WhatsApp, Facebook or Instagram Messenger message

Receiving messages to the Dialog service

Receiving messages to the service via SMS, WhatsApp, Facebook or Instagram Messenger
Ability to receive messages via a website form
Ability to receive messages via QR code
The content of incoming messages can be text, images or media files
Grouping incoming messages by service
Replying to an incoming message and starting a conversation

Managing dialog conversations

Starting a conversation by sending a message or replying to a message
Ability to attach media files to WhatsApp messages
Search for a conversation by phone number
Viewing a customer's chat history
Monitoring the progress of conversations and sorting them by status: new, read, replied to, closed
Sort conversations by time, service, or person
You can return to and continue the open discussion within 24 hours
Multiple simultaneous dialog conversations
User's own conversations and shared conversations with the team
The conversation can be redirected to another user

Monitoring and reporting on dialog discussions

Service- and user-specific conversation monitoring
Tracking by conversation status (new, read, replied to, closed)
Use of email, SMS, UI notifications for incoming and forwarded messages
Detailed monitoring of message traffic based on message channels: sent messages, received messages, chat messages
Monthly billing reporting

Sending codes

Code service and code management

Code service API descriptions: https://openapi.arena.fi/
Creating a code service and creating codes for the service
Code service messaging channels: SMS, RCS, WhatsApp, Email
Code types: customer-specific discount codes or R-kioski gift codes (order gift codes from Arena Interactive customer service)
Automatic generation of promo codes possible in the code service
Saving codes to the code service individually or as a csv file
Downloading selected codes from the service as a csv file

Code distribution

Sending codes to Finnish and foreign numbers
Sending codes individually or to desired groups from the user interface
Sending codes via SMS, RCS, WhatsApp, Email
Sending codes is also possible as a service operated by Arena Interactive
Combining codes with 1-way messaging service messages
Combining codes with return messages for a 2-way messaging service
Linking codes to response triggers defined in NPS and survey services
Possibility to set quantity-based and user-specific restrictions on code distribution
Specifying sender information: alphanumeric, short code, long code, WhatsApp number

Code tracking and reports

Code distribution tracking and statistics
Monitoring MT/MO message volume statistics for a desired period
Tracking message log and DLR delivery receipts
Export message log to Excel or CSV file
Monthly billing reporting and service-specific message volume reporting

NPS and opinion surveys

Survey service settings

Survey service API descriptions: https://openapi.arena.fi/
Survey service API: HTTPS REST
Survey service message channels: SMS, Email
Survey messages to the end user and receiving responses from the end user
Retrieving contact information from survey messages to the service at specified times
Contact data collection: HTTPS, SFTP
Supported contact data file formats: JSON, CSV
Several ready-made integrations to import data from customer systems

Sending surveys

Sending and receiving SMS messages to Finnish and foreign numbers
Sender information in SMS queries: short code, long code
Sender information in email surveys: email address
Sender information in SMS form: alphanumeric, short code, long code
Scheduling of survey messages to be sent: sending cycle, days, times
Sender and recipient-specific restrictions on sending messages

Contents of surveys

SMS surveys: SMS survey messages, also chaining of multiple questions possible
Email surveys: the email contains a link to the survey form
SMS form surveys: The SMS message contains a link to the survey form
The questionnaire can be general or contain customer-specific identifiers
GSM 03.38 and UCS2 as message code sets
Defining survey content: message templates, personalizations, links, answer options

Collecting survey responses

Defining the response time: how long it takes to respond to a message
Defining the content of response messages: numbers, characters, open answers
Defining actions triggered by response messages: score triggers
Defining the contents of return messages sent in responses
Forwarding response messages in CSV/JSON format
Response message forwarding: HTTP, SFTP, Email
Receiving responses from a questionnaire as a CSV file

Monitoring survey results

Collecting and delivering responses via the questionnaire
Compiling reporting data: JSON, CSV format
Reporting data transmission: HTTPS, SFTP, Email
Scheduling report data sending: transmission cycle, days, times
Real-time tracking of responses in the user interface

Survey reporting

Messaging monitoring and messaging statistics
Monitoring MT/MO message volume statistics and message log for a desired period
Tracking DLR delivery receipts for messages
Monitoring MT/MO message delivery information and delivery errors
Export message log to Excel or CSV file
Monthly billing reporting and service-specific message volume reporting

SMS and Mobile billing

SMS billing API

SMS billing settings

MO and MT billing with options offered by numbers and operators
SMS MO billing: the end user sends a paid text message to the service
SMS MT billing: the end user responds to the received SMS message with a paid text message
Managing search terms and price ranges in services
One-time purchase amount 0 – 50 €, payment by phone bill
Directing MO messages to different URLs based on a search term
Forwarding incoming messages as scheduled batches to email
Data encryption: access rights roles and levels, content protection

Sending and receiving SMS billing messages

Sending MT messages to the end user and MO messages from the end user
Sending messages to Finnish and foreign numbers
Receiving messages from Finnish subscriptions to short numbers
Sender in MO/MT billed services: short number
Message character sets GSM 03.38 and UCS2, message chaining
Scheduling messages to be sent, defining message validity periods
Scalability for large message volumes

SMS billing tracking and reports

Messaging monitoring and messaging statistics
Monitoring MT/MO message volume statistics and message log for a desired period
Tracking DLR delivery receipts for messages
Monitoring MT/MO message delivery information and delivery errors
Export message log to Excel or CSV file
End-user billing and settlements to the customer related to messaging
Monthly invoicing and revenue reporting, service-specific message volume reporting

Mobile payment settings and reporting

One-time purchase amount 0 – 50 €, payment by phone bill
Works with Finnish mobile phone subscriptions using a mobile data connection
An operator query ensures that the terminal device is connected to a mobile network
Possibility of refunding payment transactions if necessary
Monthly invoicing and revenue reporting, service-specific message volume reporting

SMS verification

SMS verification API

SMS verification API descriptions: https://openapi.arena.fi/
SMS verification API: HTTPS REST
APIs enabling two-factor authentication
Send Code API: generates and sends identifier to a specific phone number
Verify Code APl: sending an identification code and verifying the validity

SMS verification settings

Sending SMS verification messages

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

SMS verification tracking and reports

Messaging monitoring and messaging statistics
Monitoring message volume statistics for a desired period of time
Message log and DLR delivery receipt tracking
Export message log to Excel or CSV file
Monthly billing reporting and service-specific message volume reporting